Nest Audio issue (glitch)

[Tatty42]

Hey, I'm having some issues with my Nest Audio (speaker, no screen).

I can cast Spotify etc  to it no problem, but when anyone says "OK Google" it immediately responds with "there was a glitch" or some other message describing an error. Also, my routines specifically for that speaker don't currently work (they run, but no result).

The other two Google Nest devices (mini & hub) are working fine. It's as though the Audio alone has lost connection specifically to Google. 

I've done the usual restarts/factory resets, no change.

[ovidioj]

Hello @Tatty42, 

Thanks for posting in the community. 
I understand the frustration of your Nest Audio speaker not responding to "Hey Google" commands while casting music flawlessly. It's especially concerning since your other Nest devices seem to be functioning well. I appreciate you mentioning that you've already tried factory resetting the speaker. I appreciate your effort. 

Here are some steps you can try to get your Nest Audio back in top voice control form:

1. Double-Check Microphone Mute: This might seem obvious, but it's worth checking. Make sure the microphone on your Nest Audio isn't muted. There should be no orange light next to the microphone button on the back of the speaker.
2. Verify Voice Match Settings (Optional): If you're using Voice Match, ensure it's enabled for the speaker in the Google Home app. This allows your Nest Audio to recognize your voice for personalized responses. (Settings > More settings > Voice Match)
3. Update the Google Home App and Speaker Firmware: Outdated apps or firmware can sometimes cause glitches. Make sure you're running the latest versions of the Google Home app and your Nest Audio speaker's firmware.
4. Check network connectivity: A weak or unstable Wi-Fi connection can disrupt voice recognition. Try restarting your router and ensuring your Nest Audio has a strong signal.
5. Change Wi-Fi Network (Optional): As a last resort, try connecting your Nest Audio to a different Wi-Fi network (if available) to see if the issue persists.

You can also check out this Troubleshoot Assistant not Connecting link to get other steps that may help you. Please follow the steps above and let me know how it goes. Thank you. 

Regards, 
Jorge

[Tatty42]

Hello Jorge, pleased to meet you!

I appreciate your responses, and I also appreciate that some are probably standard.

With regard to 1; definitely not the case. No orange lights anywhere on the device.

With regard to 4 & 5; I think we can rule these out given that other Google devices in the household are performing correctly.

With respect to 2; I have checked this and voice match is on, but all 3 household member get the same response. These settings are the same for one of the other devices, but that performs as expected. 

In relation to 3; Home app is up to date. could you advise on how to check/update firmware please?

Warm regards, 

Tatty42

[ovidioj]

Hello @Tatty42,

Thanks for your reply and additional details. It definitely helps narrow down the potential causes of your Nest Audio speaker not responding to "Hey Google" commands. Let's try these last steps: 

Let's focus on the remaining possibilities:

• Microphone Issues (Less Likely, Given No Light): While you mentioned no orange light, a very faint orange glow near the microphone might indicate a mute issue. Double-check the microphone button on the back of the speaker for any illumination. 
  Since your Google Home app is up-to-date, let's check your Nest Audio speaker's firmware:

1. Open the Google Home app on your phone or tablet.

    Tap and hold on the tile of your Nest Audio speaker.

    Tap on "Settings."

    Under "Device information," check for "System firmware version: [version number]."

    If an update is available, you'll see a notification saying, "An update is available."

2. Restart Router (Optional): While unlikely given that other devices work fine, a simple router restart can sometimes resolve network glitches that might affect specific devices.

If none of the given steps worked, please fill out this form to get better assistance. Please let me know once it's done. Thank you. 

Regards, 
Jorge

[Tatty42]

Hi Jorge,

Can you advise what I should select in the first drop down of the form please? Nest Audio isn't an option 

[ovidioj]

Hello @Tatty42,

Thanks for your reply! 
Google Nest Audio is included under the "Google Home" option.

Please let me know once it is done. Thank you. 

Regards,
Jorge

[Tatty42 · Accepted solution]

Hi Jorge,

I have managed to resolve the issue by resetting the broadband connection to my router (not restarting the router).

Thank you for help & support!

[ovidioj]

Hello @Tatty42,

Thanks for your reply.  

I'm glad to hear you were able to resolve the issue by resetting your broadband connection! That's a great troubleshooting step, and it's valuable information for the community to know. I appreciate your effort in providing this information.

If you have any further questions or run into similar problems in the future, please don't hesitate to reach out! We're always happy to help. Thank you.

Regards, 
Jorge