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Google hub not responding the first time

Andersb
Community Member

Hi all, 

 

I have two Nest Hub devices and recently they both started to be unresponsive when giving the command the first time. If I for instance give the command ‘Hey Google, play Spotify’ it shows that it is actively listening via the “4 coloured dots” in the corner but it doesn’t write the command in the display as it usually does. After some time it just gives the error “Something went wrong” 

If I then repeat the command it works fine as it should. 

I have tried a factory reset but still same issue. 

Nothing has been changed in the router settings. 

Any input on how tI solve it?

28 REPLIES 28

WobblyW11bbly
Community Member

I have exactly the same issue. If you wake the hub with a touch gesture and then speak it seems to work but just asking a question first off results in a “hmm there’s a problem try again in a bit”. I have been in touch with support and have had no joy so far. If I can’t solve it soon ( have been trying for a month) I will have to come up with an alternative as it is too frustrating for words. 

Here is the reply from the help guys. None of which worked. 

Hello,

Thanks for reaching out to the Google Nest Customer Care Team.

 

I just wanted to follow up with you after our chat earlier today. Since you were no longer responding, I had to end our chat session.I´d love to help you resolve the issue, so please follow the steps on the link below:

Troubleshooting Steps

  1. Check that your Google Nest Hub is receiving power from a wall outlet. If your Google Nest Hub is receiving power, you will see a blinking white light on the back of the device. 
  2. Make sure that your Google Nest Hub, wireless router, and device used to set up the Google Nest Hub (e.g. phone or tablet) are in close physical proximity to one another -- within 15 feet, if possible.
  3. Please note: Networks that require you to connect through an authentication page (also called a "captive portal") are not supported by Google Nest Hub. This is typical of hotels, schools, dorms and businesses. 

Configuring your Router Settings

Be sure to enable or disable the following router settings to allow Google Nest Hub to communicate properly with your router and network. All routers are different, so each setting may or may not appear on your particular router (or may be named differently). 

Keep in mind that resetting or making changes to your router settings may have unintended consequences. If you need help or have questions / concerns, contact your router manufacturer or internet service provider (ISP). 

  • Enable: Universal Plug and Play (UPnP), multicast, Internet Group Management Protocol (IGMP)
  • Disable: AP / client isolation, virtual private networks (VPNs), proxy servers, IGMP Proxy. VPNs and proxy servers should be disabled on your computer as well (if applicable).

Here's some additional information to keep in mind:

  • If you're having trouble connecting to a 5GHz connection on a router that is running DD-WRT firmware, please change the wireless mode setting to "mixed" and then try setting your Google Nest Hub.
  • Hidden networks: If your network is hidden (i.e. does not broadcast its name / SSID), you'll need to manually input the network name and password. To do this, go to the network selection drop-down list, select "Other," and manually input the name and password.
  • MAC address filtering: If your router has MAC address filtering enabled, you'll need to add the MAC address of your Google Nest Hub to the list of filtered devices. You can find the MAC address by tapping on the three dotsWobblyW11bbly_0-1636055328672.png

     

     located on the top right of the Google Home app during setup.
  • Security: Google Home supports WEP, WPA, and WPA2 wireless security protocols. These protocols prevent uninvited guests from connecting to your wireless network, and encrypt your private data as it is being transmitted over the airwaves.
  • If your router supports Band Steering, also referred to as Smart Steering, try disabling this during setup.

After you've adjusted your router settings in accordance to the information listed above, please perform a factory reset and try setting up your Google Nest Hub again. Refer to the following articles:

 

 

So strange and soo annoying. All my Nest Audio devices works perfectly - it’s only the two Nest Hubs that have the issue. And it just came over the night so I suspect it’s an software upgrade that has caused the issue. 

Have Google support looked into whether it could be a software glitch?  

Teovin
Community Member

Has anyone figured that out?  I have three of these and they all do it.  I have figured out once I wake it if I ask google to do anything the first 10 seconds I get this something went wrong error.  As long as I wake it and give a good 10 seconds I never get the error message.

I have followed the all the advice from google over the last couple of weeks. And it has not changed a thing.  So I have unplugged all of my google home displays and speakers (7 of them) and will either junk or sell.  I am going to give homekit a go and see if that can do the things i need it to as i cannot see a way of getting the basic functionality, that makes google home work, back.

Andersb
Community Member

Soo annoying. Still have the issue 😞

BeauKSU
Community Member

I just started having this issue about a week ago. I have many nest speakers and none of them are having the issue, but both of my nest hubs started doing it at the same time. I suspect a software update is to blame. No amount of troubleshooting seems to have any impact on the issue. There’s no way the problem is on the users end of things, given that this is happening all of the sudden to people all over on just this one type of device. I hope it gets fixed soon!

Jimb
Community Member

STILL failing EXACTLY the same way and the same useless steps AGAIN do NOTHING.

Pasquale
Community Member

I too have the same issue, started about a month ago. You have to ask a second time for it to respond correctly. You normally get the response, hmmm, something went wrong, try again in a few seconds. I have an old Google home, next hub max and 2 mini's, all have the same issue.

Andersb
Community Member

Sorry to hear, soo annoying. Still have the issue 😞

Jimb
Community Member

Every light and switch in my house now takes multiple tries to get it to work- So I"m seriously thinking about pulling all google anything out and replacing it with alexa (which I had replaced with google due to privacy concerns) - if they can't test their software and releases to make sure they don't break existing functionality and therefore mess up consumer products being used in homes- why would anyone ever trust them enough to buy their systems? Especially when errors continue for MONTHS without even an acknowledgment? I know google is a huge multinational and they have no rules, but you would think that having everyone in the world writing reviews about how your products don't work because you can't run your own development shop wouldn't be the message they are trying to convey. Having every person in the world DEMAND their money back for broken products (especially in something like a class action) wouldn't be good for the stock price. 

Since obviously posting to the nest "community" board does no good - Does anyone know of any site, lawsuits or press outlets where we can complain and the corporate google "leaders" will care?

SpaseDisco
Community Member

since a few weeks I also have this problem on both my Hubs,.... I had this problem before a few months ago, but then the problem resolved itself after a few days. This time it is already more then 2 weeks....

Jamus
Community Member

Basically just a +1... My nest hub mini is the device I want to hear most responses on (and get the visual component as well) but one of my other speakers always responds first just because my nest hub mini is so slow to respond and often presents an error. Frustrating to say the least.

WobblyW11bbly
Community Member

I am surprised that no official fix has come forward and over the last 4 very frustrating months i have come to the opinion that it is not going to be resolved any time soon.  As I have to rely on voice control for many activities (wont go into that here) there has been basically no option but to ditch all the Google hubs and replace them with Alexa. The Amazon offering has no problems which would seem to indicate that it is not a networking issue.

Andersb
Community Member

Seems like the issue has been solved - is that also your experience?

Yes for now.

But the issue comes and goes,...

What has been done to solve the problem?  

Maybe an automatic software update. All of a sudden it just worked again

Montken
Community Member

Having the same issue with 2 out of the 4 devices I have. Occasionally one of the devices that works on the first try picks it up and executes the command before the one responds with the error. So it cannot be the network setting. Could there be a difference in device generations/configurations? If Google did something to break older devices, they should offer an upgrade for the hardware.

Uriel
Community Member

I'm suddenly experiencing the exact same issue as described on this post. First try always throws a "something went wrong" response. Second voice command works correctly as it should.

Tried everything proposed by the Google support agent here, all to no avail. 

WobblyW11bbly
Community Member

Yes despite rumours that it has been fixed.  It has not.  And it would be nice to have the box of what now appears to be junk in the loft working again.  Has anyone from support got some instructions as to what needs to be done to update the units to work properly again?

Mine are luckily working again. Haven’t done anything actively - one day they just started to respond normally again. Really strange and sorry to hear that yours are not working 😞 Technology is awesome when it works but sooo frustrating when it doesn’t 

Jake
Community Specialist
Community Specialist

Hey all,

 

Sorry for the late reply. I wanted to follow up and see if you are still in need of any help? 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. 

Best regards,
Jake

SpaseDisco
Community Member

It comes and goes, sometimes it works good for weeks, then popups this problem sometimes for a few hours but sometimes a few days or even more then a week.
I have 2 hubs, both have it and not always on the same time....
they work now but my hun upstairs had it last monday I think, but only for one day.

Montken
Community Member

Ours have started responding normally again. I'm fairly confident we haven't changed any network configurations either, so I'm guessing Google changed something. I'll be back if it starts failing again.

Jake
Community Specialist
Community Specialist

Hey all,

 

I am glad to hear the issue seems to have resolved itself. If you are still having issues with your device, please let me know. If you could also provide any troubleshooting steps you have already tried, I would be happy to review further.

 

Best regards,

Jake

Jake
Community Specialist
Community Specialist

Hey all,


It seems the issue has resolved it self, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake

mirceapop
Community Member

I have the same issue as well with one Google Home and one Mini. It is very annoying. I also own one a couple from Harman Kardon that have Google assistant and those work fine on the same network. Google definitely messed something up and their support team is not helpful. I mean, one of the guys asked me to try another power socket ...