Nest devices not understanding context of answers for routines.

[paulmh5]

The Nest hub is continuing to be more of a hindrance than a help.  As a lot will have experienced it stopped being able to play sleep sounds for a hour without significant messing around (if at all).  Now it seems to have stopped being able to understand responses to routines.  When it asks "what time should I set the alarm for?" I have previously been able to reply with "no alarm" if none was required or "6 45" if I wanted the alarm for 6:45 the next morning.  Currently when I answer in that way the hub either says it doesn't understand or searches online for 6.45.  What on earth is going on with this platform?

In addition to not being able to understand the context of my answers it sometimes sets the alarm but then no longer continues with the routine to turn the lights off.

[Dan_A]

Hi paulmh5,

This is not the experience we want you to have, let me help you. A few questions: which Nest speakers are we working with? When did your issue begin? Were there any recent changes made? What type of routines do you use, personal/household routines or ready-made routines?

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, you can delete and recreate a routine or even create a new one and monitor. See this guide for more information. 

Tell me how it goes.

Best,

Dan

[paulmh5]

Hi

The issue has been going on for a few weeks now and is mainly seen on my nest hub using pre-built "Bedtime" routine simply because the trigger phrases are locked to that.  I have tried removing the playing music from the routine simply because that's been a pain for ages but its made no difference (and I don't see why it would change its ability to understand responses).

I've rebooted my phone and the hub a few times but its made no difference, rebooting my router won't make any difference either.

I can't create a new routine using the trigger words which are in the pre-built one so I'm stuck with that one and the assistants ability to respond needs to be fixed.

[paulmh5]

Is there any hope of getting support for this issue?

The assistant seems incapable of understanding my first answer to a routine.  If I stop it and start the routine again saying all the same words she manages fine, there is clearly some disconnect between the question it asks and how it interoperates a response.

[Dan_A]

Hi paulmh5,

Apologies for the late response. It would seem that reverting your Nest Hub back to its default and original settings by doing a factory reset is needed. 

Here’s how:

1. On the back of Nest Hub, press and hold both volume buttons together for about 10 seconds.
2. Your Nest Hub will let you know that it's resetting.
3. Set it back up once done.

Replicate the concern and tell me how it goes.

Regards,

Dan

[LovelyM]

Hello paulmh5,

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.

Cheers,
Lovely

[Dan_A]

Hey there,

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.
 

Cheers,

Dan

[paulmh5]

Hi.  Resetting the device makes no difference and it still tries to tell me about a film called 6/45 rather than setting an alarm for 6:45.

[Dan_A]

Hi paulmh5,

Thank  you for the update. Could you tell me the exact command that you’re giving and its response? How about other commands? How do they fare when compared to your routines?

Also, kindly follow the steps below to get information about your device.

To check which firmware version you're on, follow these steps:

1. Open the Google Home app Google Home app.
2. Touch and hold your device's tile.
3. Tap Settings  and then Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX"

Check the version on your Nest display:

1. Swipe up from the bottom of the display screen.
2. Tap Settings  and then About device. You should find your "Cast firmware version."
   1. For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs Fuchsia.

Kind regards,

Dan

[paulmh5]

Hi

Annoyingly I cant just attach a photo of the device info page...

Fuchsia Version: 10.20221207.2.109

Software Version: 51.0.24.513642888

Chromcast Firmware: 1.68.353511

I am saying "goodnight" to start that routine when causes it to prompt me for the time I want an alarm set for, its my response to this which is fails to link to the question it asked me.  I don't use any other routines where the assistant asks me for some information to compare it.

[Princesss]

Hi Paul,

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

[Dan_A]

Hey there paulmh5,

We got your form; thanks for filling it out. Keep your lines open, as our team will reach out to you via email anytime soon. Also, please continue the conversation there, as this thread will be locked after 24 hours.

Kind regards,

Dan

[paulmh5]

Hi.  Will someone actually be in touch, the form didn't suggest a commitment to contact me?

[Dan_A]

Hi paulmh5,

Apologies for the delay. We just reviewed your case, and our higher tier of support is asking for a short video of your concern. Reply to them with the requested video and continue the conversation there.

We really appreciate your patience!

Best regards,

Dan

[paulmh5]

I'm yet to use the routine on the device since resetting it, once I test it this week I will know if its improved.  Considering this forum is the only means of getting support for Google products and the delays in getting helpful replies its a bit disappointing how quickly you want to shut down active threads. 

[Bevrid]

I am having the same issue with my Nest 2nd Gen mini hub. It no longer understands the 'no alarm' response to the question asking what time to set an alarm. As this is the first step in the routine, it prevents thd whole routine working. Coming so soon after the 'Unable to play BBC radio debacle', this is seriously undermining my confidence in the Googld Home platform.

[paulmh5]

I have to agree.  I'm getting to the stage now where I'm thinking about giving Alexa a spin with a view on replacing all the assistants and maybe cameras and thermostat.  I understand things have issues but trying to get Google to provide any level of support is like pulling teeth and even when you do get someone (which I have after months of trying) they are suggesting I just say something else rather than acknowledge it as a fault. 

[Bevrid]

And 3 weeks later, still no response or support from Google?