One of my Google Home speakers no longer responds

[TobaTo]

Hello together,

Maybe one of you has an idea what the problem is.
I have several Google Home speakers in my apartment.
For some time, one speaker no longer works properly. All the others are working fine.
On "Hey Google" the speaker reacts, turns on and seems to be ready to receive but on questions or commands there is no reaction and it turns off again. However, streaming music works fine and the box can be controlled via the Home app.

I've already rebooted the box, taken it off power for an extended period of time, reset it, and completely removed it from the Home app and added it back.
All to no effect so far.

Do any of you have any more ideas?

[Alex_S]

Hi TobaTo,

Thanks for posting — let's get this sorted out. A few questions: are you using a dual-band router? If yes, on which band is this Google Home device connected? How did you do the factory reset? 

Regards,
Alex

[TobaTo]

Hello Alex , thank you for your answer.

For the reset I held the mute button for about 15 seconds. I think it worked because I had to set up the speaker completely new.

Best regards

[Muddi]

Hey TobaTo,

Got it! Just an added question: what specific Google Home or Nest devices are you having an issue with? How far is it from the router? Have you tried setting up your speaker on a different network, like a mobile hotspot, to see if you will have the same issue?

Cheers,

Muddi

[TobaTo]

Hey Muddi,

it is a Google home speaker of the 1st version.

It is located right next to the router.

I have not yet tried to connect the speaker to another network. As I said, I have 4 speakers in total, two large and two mini. All but one are behaving normally.

Any Ideas?

[Muddi]

Hello there,

Thanks for the information. I understand that other speakers are working on the same network; to cover all bases, it would be best if you could try to connect the speaker to a different network. If you're planning to connect it to a mobile hotspot, please note that you will need two mobile devices for this setup (one will serve as a router, and the other will be used to set up your Google Home device).

Keep us posted.

Cheers,

Muddi

[Muddi]

Hi TobaTo,

It's me again. I want to make sure you're all good — how did the steps go?

Cheers,

Muddi

[TobaTo]

Hey Muddi,

Thanks for your reply.
I'm traveling right now so I can't try your suggestion.
I'll test your idea as soon as I'm back home.

All the best

[Muddi]

Hi there,

Sounds like a good plan! Enjoy your travel.

Cheers,

Muddi

[TobaTo]

Hello Muddi,

I am back.
I tried your suggestion and connected the speaker to a different network and router. I also did a reset again.
Unfortunately, the speaker continues to behave as described above. The speaker responds to "Hey Google" but shows no reaction to requests or commands even though it is ready to receive.

Do you have any other ideas?

Thank you

[Muddi]

Hello TobaTo,

I appreciate the update. Could you share a video showing the issue so we have a better picture of what's happening to your device? Also, when and where did you purchase your device?

Cheers,

Muddi

[TobaTo]

Hello Muddi,

I actually don't remember when and where I bought the device. I bought the individual speakers one by one, so I can no longer say when which was purchased.

As described above, Google Home responds to "Hey Google", lights up and signals readiness to receive. However, the speaker then does not respond to any commands or questions and simply stops glowing as if it had not heard anything from me after the keyword.

It cannot be the microphone, since the keyword would not activate it otherwise.
I have now also changed the speakers in the rooms to exclude that it is due to the acoustics. This has also had no effect, except that the defective speaker is now in the room in which he is least addressed and in the original room everything works as usual.
Nevertheless, I would like to see the speaker working normally again.

[Muddi]

Hey TobaTo,

Thanks for the update. Could you tell us the firmware version of your Google Home devices? Also, please check if your device understands your command by checking the Assistant activities on the Google Home app. Follow the steps below to know-how:

1. Open the Google Home app.
2. Tap Settings > Privacy > Home Activity.

Cheers,

Muddi

[TobaTo]

Hey Muddi,

I have checked the activity. The commands from the defective speaker do not appear in the activities. However, from the other speakers they do.

The firmware version is: 356012

Cheers

[Muddi]

Hi TobaTo,

We appreciate your efforts. Since all troubleshooting steps have been done, the next best thing to do is to replace your device.  Please fill out this form with all the needed information so we can check if your device is still in warranty. I’ll keep an eye out for your response specifically, so please let me know once you’ve filled it out.

Cheers,

Muddi

[TobaTo]

Hello Muddi,

thanks for the link.
I have filled out everything and sent it.
Thanks for your help.

Cheers

[Alex_S]

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Let us know if there's anything else we can help you with.

Best,
Alex

[TobaTo]

Hey Alex,
hey Muddi,

any news yet?
When can I expect an answer?
So far have not received any email or response.

Thank you

[Muddi]

Hey mugg,

Sorry to hear that. Please note that we have very limited support on third-party speakers like Harman Kardon, but we can still try some basic steps. To confirm, have you tried resetting your speakers?

Cheers,

Muddi

[mugg]

Hey Muddi.

Ye. its been reset several times. also between network switch.

one thing i havent tryed is setting it up by an others phone ..

that ill do when i have my speaker back from the shop

[Muddi]

Hello mugg,

Sounds like a good plan! If setting up the speaker using a different phone does not resolve the issue, I recommend reaching out to the speaker manufacturer for further assistance.

Cheers,

Muddi

[mugg]

Hey again Muddi.

I got my speaker back from the shop. They claim the motherboard was probably broken.

I believe it's the software.

The speaker was reset when received it.

Tried to setup with a new google account. But continues to do the same.

My speaker received a software update the 18/7

(during my vacation) My question is then, who launched this update ?

Thanks,

mugg

[Muddi]

Hello mugg,

Sorry to hear that you are still experiencing the same issues with your Citation speakers. The manufacturer has been releasing firmware updates for the devices. Have you tried reaching out to Citation Support to report the issue?

Cheers,

Muddi

[Muddi]

Hi TobaTo,

My apologies if it's taking too long for us to get in touch with you. I've sent you an email about your concern and let's continue through that channel. Here's your case ID for your reference: 4-4684000034785.

Cheers,

Muddi

[Princesss]

Hi there,

I've seen that you have been assisted via email. I'll consider this post as complete and let's continue working on that channel so we can assist you further. Feel free to start a new topic anytime you need assistance with your Nest devices and the Community would gladly lend a hand.
 

Best,

Princess

[mugg]

Hey.
I got something like the same problem.
With my Citation 500 Harman Kardon..
It has been reset.
Tryed 3 different networks. 
I can use chromecast to stream radio or music. I can turn volume up/down, and reboot in googlehome
But assistance won't answer my question or reply my requests

I dont know what to do either.

[mugg]

When came home from vacation in week 29. This started for me.