Multiple nests respond, one with "something went wrong"

[Tvachta]

I have 2 nest minis and a Google home 1st gen display on my main level and when I do a Hey Google command often one that is not in the same room will respond, and then after 30 seconds the one that is nearest will say "hmm something went wrong, try again in a few seconds". Ive done factory reset on all and verified they are on the 2.4gz network.

[Purplekero]

It has been a problem in the past months, it seems that google doesnt care support it's software like it should

[Dan_A]

Hi folks,

This is not the experience we want you to have, let me help you. A few things: Purplekero, which Nest speakers are we working with aside from what Tvachta mentioned about his? When did your issue begin? Were there any recent changes made? Are they in a speaker group? What is the exact command you’ve given?

It would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord of your router followed by your Nest speakers.
2. Plug them back in after 3 minutes.
3. Restarting your phone might also help.

Once done, have all your devices transfer close to your router, see the difference and keep me posted.

Best,

Dan

[Tvachta]

So I did unplug each of the devices and restart my phone and router. When I move the device's in close proximity to the router they seem to negotiate which one will handle the response and only one of them gives an answer. Now I've returned them back to they're normal spots in the house and for the moment at least they appear to behaving correctly. We shall see how long it lasts.

[Tvachta]

Also for context, this was happening with variety of commands from Play music to tell me the weather to asking it to add things to the shopping list. They are in fact in a speaker group. I've had the devices for about a year now and the problem became more pronounced within the past month. I can't point to one event that seemed to proceed it. After dealing with the issue for a couple of weeks, I did a factory reset on the speaker that most frequently gave me the something went wrong error. afterwards that speaker was more likely to be the one that responded and the other speaker gave me the something went wrong error. So a reset it too and we went back to it responding first and the other one giving me the error. As far as location goes, one speaker is between the other speaker and the router.

[Juni]

Hi there,

Buzzing in — I just wanted to follow up if you were able to try the steps provided. Please let us know as we would be happy to answer any questions you may have.
 

Regards,

Juni

[Dan_A]

Hello everyone,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Thanks,

Dan

[Tvachta]

Fun update for our listeners at home! 30 minutes after trying the suggested solution. We are right back to having one respond and the other telling me something went wrong 30 seconds later.

[Dan_A]

Hello there Tvachta,

Appreciate the effort and patience. The next steps require access to your router/modem configuration page. If you don’t have an access, please contact your ISP or the Wi-Fi device manufacturer to guide you through it and follow the settings below:

• Channel interference (channel congestion from too many devices, optimal channels for 2.4GHz is 1,6, or 11)
• UPnP should be enabled.
• AP Isolation disabled.
• Make sure a VPN or Proxy Server is not configured on the network.
• Confirm distance between router, setup device and Google Home are optimal.
• MAC Filtering should not be enabled on the router.
• Preferred DNS settings: 8.8.8.8 or 8.8.4.4

Hope this helps.

Kind regards,

Dan

[Tvachta]

Everything except the Google DNS was already set . I updated with the Google DNS and the issue is still there.

[Princesss]

Hi Tvachta,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Best,

Princess

[Princesss]

Hi Tvachta,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Princesss]

Hi Tvachta,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess

[Princesss]

Hi there,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess