Google Home won't respond to wake up

[Bobh1]

My Google home device stopped responding about a month ago. I've checked that the mic is on. I have rebooted, done a factory reset, cycled power, rejoined the device to my home, etc. But no success. When I say hey Google, nothing happens. I also have a Google Hub and a mini on the same network and in the same home. They are both working fine.

I contacted Google help and was told me this was a "known problem" and that they are working on it. Anyone have any idea what the problem is? How to resolve it or when it will be resolved?

[Dan_A]

Hi Bobh1,

I’m sorry to hear that your Google Home isn’t working as it should be and thank you for doing some troubleshooting steps. A few questions — which Nest speakers are we working with? Is it the cylinder type with a slanted top figure? When you did the factory reset, was it successful? What’s the status of the LED light? Does it have power?

Let’s try this:

1. Do a long press and give the following command: "What's the weather outside?"
2. Open the Google Home app.
3. At the upper-right, tap the account icon.
4. Verify the Google Account on screen is the one linked to the speaker or display. To switch accounts, tap the down arrow icon  > choose another account or Add another account.
5. Select My Activity.
   Note: This opens a list of all recent voice commands you’ve given.
6. Identify the last command that generated a failed response.
7. Select Details below your Assistant Query (this will expand out the details).
8. Tap the Play button on the query card (have them play a few) to confirm from My Activity what the speaker or display heard at the time the issue occurred.

Let me know how it goes.

Best,

Dan

[Muddi]

Hi there,

It's us again. Have you tried the steps above? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.
 

Cheers,

Muddi

[Muddi]

Hey Bobh1,

We haven’t heard back, so I'll be locking this thread if we won't hear from you in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Cheers,

Muddi