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Not responding

Joffey
Community Member

Speaker will respond to a Hey Google but when ask a question or give a command unit does not respond about half the time. The lights just fade away.. Wifi is good, unit has been factory defaulted still doing it.

1 ACCEPTED SOLUTION

Joffey
Community Member

Hi Muddi. sorry for the delay, I was waiting a few days to check things out. The problem fixed itself last Sunday.  I had a Google controlled smart power plug switch that had been offline for some time. I removed it from the power to give it a reset in an easier to reach outlet and it came back online by itself. After this everything has started working again and has done so for the last week, that's why I was waiting to see if the fix was permanent. So I dont know if the fault was somewhere in the cloud with Google or for some reason the offline power outlet switch was causing the system troubles. Anyway all is good now and thanks very much for your help.

Regards

Geoff

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22 REPLIES 22

Dave90
Community Member

This seems to be happening to more and more people, it has got particularly bad with my system over the last couple of weeks or so especially. It seems to have started around the end of last year/start of 2022 though.

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Home-Smart-Speaker-stopped-answe...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-speakers-or-Google-Assistant-has-h...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Hubs-respond-in-wrong-room-or-not-...


And on the old forum:
https://support.google.com/assistant/thread/134203907/google-assistant-responding-on-wrong-device?hl...

I hope that a solution is found soon...

Muddi
Community Specialist
Community Specialist

Hey Patrick8,

 

We would like to dig deeper into the issue. I already created a case for you, and we'll be reaching out to you via email and let's continue working on your concern through that channel. Here's your case ID for your reference: 8-9225000032692.

 

Cheers,

Muddi

Patrick8
Community Member

I too have had that problem. Mine started a few days ago. A "cold" command half the time responds with "there was a glitch" or "something went wrong" Wait a couple seconds,  then it will continue to work if you continue issuing commands. Stop, and a minute or two later, back to "something went wrong".

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Thanks for sharing details about the issue here, and my apologies for the late response.

 

I understand the feeling of not having a working device when needed. Let's try to get to the bottom of this. A few questions: when did the issue start? What type of Google Home/Nest device do you have? Are you experiencing the same issue on Google Assistant on your phone/tablet?

 

To eliminate network issues, please try setting up your device using a mobile hotspot. Please note that you will need two mobile devices for this setup (one will serve as a router and the other to be used to set up your Google Home/Nest device). Once done, check if your device will have the same behavior.

 

Let me know how it goes.
 

Cheers,

Muddi

Patrick8
Community Member

When did this start? About May 17th. This issue affects every Google device I have : A home hub (gen1); Nest hub (gen2) home mini (gen1) . Each of these is connected to a different  AP. (A Wireless N,  an AC, and an AX model)   The hubs all stall the same way. Ask a display the time, it shows the time, but doesn't announce it. Tell it to repeat that, it will announce the time some 20 seconds later.   The time of inactivity, after which a device will fail to respond, is the same across all devices. I don't have 2 mobile devices, and am looking for a work around. Why Google Home doesn't have a Chrome/PC app is irritating.

Muddi
Community Specialist
Community Specialist

Hey Patrick8,

 

Thanks for that information. 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.

 

Cheers,

Muddi

Patrick8
Community Member

The Google form has an error. Here's the Condensed version. Any Google device that has been inactive for more than 3 minutes will pause 17 secs, then say "something went wrong, try again in a few minutes." when I issue a command or query. If I tell Google assistant to do something after this point, it will respond correctly as long as my commands/queries are within 2.5 min of Google's last response. Between 2.5 and 3 min's, Google may or may not respond entirely correctly. After 3 minutes, it's back to the pause, "Something went wrong..etc". It's like a type of sleep mode that's kicking in after 3 minutes, across Nest Hubs, (2) Nest Speakers (2) Home hubs, and Home mini's. 3 different access points, Regardless of frequency.

Muddi
Community Specialist
Community Specialist

Hey Patrick8,

 

Sorry to hear about that. Could you try to access the form again and let me know if you still have the same issue.

 

Thanks,

Muddi

Patrick8
Community Member

Yes, the issue with the form remains.

Muddi
Community Specialist
Community Specialist

Hey Patrick8,

 

Sorry for the delays. Could you try accessing the form again, then let me know once done.

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hey Patrick8,

 

Just an update. Our team is aware of the issue about the form. We'll create a case manually and we'll be sending you an email on your account associated here in the community forum. By the way, could you tell us the steps that you've tried? Also, are your devices within 15-20 ft. away from your router?

 

Cheers,

Muddi

Patrick8
Community Member

Hello, Muddi. Community Specialist Jeff, from another post, said Google was having issues, and seemingly got them resolved, as I no longer have issues.  I tried everything from deleting all devices, and clearing "MyActivity"  and hard resetting them; Disabling IPV6 on my router; changing  all my speakers to run on 2.5 ghz, wpa2.; Rebooting my modem and my router. The last thing I did was re-enable IPV6 with stateful inspection (before it was stateless inspection.) My roommate says the issue cleared up before I re-enabled IPV6.  I don't think IPV6 was the issue, as Disabling it would have cleared it up. As I look through all the settings in Google home and the displays I have, I see no indication that any Google device obtains or has an IPV6 address. So I believe Jeff was correct in that it was a Google issue, and not with my network setup.

Muddi
Community Specialist
Community Specialist

Hey Joffey,

 

Thanks for coming back to us. To confirm, have your tried setting up your device to a different network like mobile hotspot to see if that makes any difference?

 

Please answer the following questions below:

 

  • When did the issue start? 
  • What type of Google Home/Nest device do you have? 
  • What is the current firmware version? If you have Nest Hub (1st gen) please provide the operating system version along with the firmware.
  • Are you experiencing the same issue on Google Assistant on your phone/tablet?

Keep us posted.

 

Cheers,

Muddi

Joffey
Community Member

Hi Muddi

The issue started probably about 3 months ago and has been bad ever since.

Originally we only had the Google Home Mini. We have purchased a Nest Hub Gen 2 about 10 days ago and it does it too.

I have set up a different WIFI network on a new modem just to see if it was my modem  and it still does it. my internet connection is VDSL

Mini firmware is 1.56.282045 Hub firmware is 1.56.290464

Google assistant on my Samsung phone seems to work all the time though we dont use it often. I have resorted to using it to turn off the lights when the voice commands dont work.

The nest hub will show the voice command I have just said but about half the time it doesnt do it.

 

Muddi
Community Specialist
Community Specialist

Hey Joffey,

 

I appreciate all those information. Please fill out this form with all the needed information then let me know once done. In case you encounter an issue with the form, please try to use a different browser or device.

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hey Joffey,

 

Just wanted to check if you had the chance of filling out the form?

 

Cheers,

Muddi

Joffey
Community Member

Hi Muddi. sorry for the delay, I was waiting a few days to check things out. The problem fixed itself last Sunday.  I had a Google controlled smart power plug switch that had been offline for some time. I removed it from the power to give it a reset in an easier to reach outlet and it came back online by itself. After this everything has started working again and has done so for the last week, that's why I was waiting to see if the fix was permanent. So I dont know if the fault was somewhere in the cloud with Google or for some reason the offline power outlet switch was causing the system troubles. Anyway all is good now and thanks very much for your help.

Regards

Geoff

Muddi
Community Specialist
Community Specialist

Hey Joffey,

 

We're glad to know that your issue was resolved. We appreciate you sharing the steps that you've done to fixed it.  It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else.

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hey Joffey,

 

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

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hey folks,

 

It's been some time since this thread was updated. Does anyone here need assistance?

 

Cheers,

Muddi

Joffey
Community Member

still having problems with the form

Joffey
Community Member

Hi Muddi. Yes we are still having problems. It still the same, no response after asking Hey Google.  We have bought a Google Nest Hub 2 Gen and it is doing it too. You  can see the question come up on the screen but then it does not execute the command which for us is mostly to turn on or off the lights and to set a timer. Getting very frustrating as I think its the Google cloud that is the problem.

Geoff