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Rdianco
Community Specialist
Community Specialist

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster: Stephanie Divito 

 

Tried rebooting and unplugging all first gen home speakers (mini, home, and hub). Every time I say Hey Google (to any of them), it says something went wrong. Try again in a few seconds. Or there was a glitch. Try again in a few seconds. This has been going on for a couple months now. I'm pretty annoyed. Should I factory reset all (9) of them?
 
156 REPLIES 156

alb
Community Member

This message is quite annoying indeed! I've had it already a number of times in the past couple of weeks, despite the factory reset, power cycle, power cycle with 1 minute pause, power cycle with a coffee break, put the device upside down, told the Assistant to go to hell, and all other silly advices from the si called "customer service". They should fix their software!

nordoc
Community Member

I've spent much time researching all my DLink 2.4 Gigahertz Router /cable modem settings, and repeating the Help step directions for iPhone, for numerous scenarios and setup routines.  Despite Google's earnest Help Desk support walking me through the issues, and trying to fix, with my current hardware, nothing worked. As was suggested, I went to another home with a newer cable router/modem and it also had switchable 2.4 and 5 Gigahertz dual band. The connection was completed and working in less than 10 minutes.

All I can do is offer what I've noticed, and continue looking for a solution.  I also suspect from the model  production date, maybe I have a Gen 1 unit, and maybe it was modified by updates over time, until it quit working because the Gen 2 came out and there was a need to handle both versions of the Nest Hub.

Again, just what I'm considering from the info I've reviewed researching the issue over and over since June or July.  I would like to know the answer to the problem as well, as I am tiring of the futile work on seemingly unresolvable problem, without access to all the info needed.  

nordoc
Community Member

Replying to my own remarks in August...

Today, I found out my issue with Something went wrong, which was a signal I didn't understand, but now makes sense.  My connection was failing and setup couldn't complete because I had my D-Link router WPA Security settings set in a way they failed the connection.  Part of the process would work, but I could not connect to the display portion of the results.  I kept forcing it through steps, and eventually could get Audio (like Pandora to play) but no visual except a grey screen.  

My settings changed now (from only WPA2 and AES,) to  Auto WPA or WPA2, and Cipher AES (only).  With my new settings (which were just a shade off my DEFAULT settings, I am able to connect and use my GH Nest Hub as I had 5 months ago.  As I was told, changing the settings can create issues, but in my case, it solved my problem, completely.   I hope my offering is of help to someone who has a similar issue.  If not, I apologize for taking your time. 

(Also, along the way I was reading about the correct way to reset the info on my hub, and it helped me, to know to unplug the nest hub, and  while off, press the Lower Volume button and hold while plugging the router in, at which point it present a recovery message to follow through.  I appreciated that instruction so that I could see I was actually resetting the device correctly. )  😊

Dthomson
Community Member

Anyone find a fix for this? I have two hubs doing this

solomon0139
Community Member

This is happening to our Google Home Mini, our Google Home, and Nest Display (1st gen)

pixelriffic
Community Member

We have two minis and a home all doing exactly this.  Reset, ten reboots, and so on.   It's obviously a software issue, or a server side issue, as there's no way all three devices would have a hardware failure.  

Where is Google on this issue?  Are they abandoning this like so may other properties in the past?  

 

Dthomson
Community Member

They have to know this is a widespread issue with everyone hopefully opening tickets. I still don't have a response to my latest ticket. They said they are evaluating the logs

Where do we go to open a trouble ticket?  

Thanks for the link, but all it does is end up directing to community responses.  I see no way to open a trouble ticket.  Contact options is grayed out.  

Hmmm .... Are you in the US? That is how I opened a support ticket. I know there are other contact options outside of the US

Yes, in the USA.  All it does for me is either direct me to community responses, and of course not a single one has a solution.  Otherwise the contact options button is gray and inactive. 

ai
Community Specialist
Community Specialist

Hello all, 

Thank you for your patience with us! We're deeply sorry for such a delayed response. We've created a case for your issue to send to our replacement/warranty team. Be on the lookout for an email from us in your inbox soon. 
Much obliged,
Ai

Just4Michelle
Community Member

We have four devices doing this as well. It has really thrown us off as our kids use their minis for soothing sounds to fall asleep and also as alarms. They’ve overslept many times for school in the past few weeks (since school began) and I’m now realizing it’s the Google devices causing yet another problem. We have two Google Home devices and two Google Minis. How do we get on this email list or get further assistance? All attempts at resetting/rebooting the devices as well as our WiFi have not worked. All settings in the app are correct as well. Please help! It’s a major inconvenience (first world problem, I know), but now it’s an even bigger deal when our kids all miss their (three different school buses) and needs rides to three schools because their Google Home/Mini alarms didn’t work again! Desperate for answers.

mrybells
Community Member

Same issue that everyone is mentioning.  When the device in the kitchen is telling me there is a glitch,  the device all the way in the bedroom is answering the question.  

jsorgster
Community Member

There are complaints about this "Hmm. Something went wrong. Please try again." for a number of years. Google, you need to fix this! 

Surprised to read this has been an issue for “years”. We’ve had some of our devices for years (since that one Christmas when it was a hot new gift item) and some are much newer. This is a pretty new problem for us (maybe a couple months?) yet ALL of our devices are responding the same way (except one mini suddenly having an accent 🤷🏻‍♀️).  I thought maybe it was some sort of update made on Google’s end 2-3 months ago, but if it’s been a problem for years then I’m kind of baffled. It can’t be a “device lifespan” thing (in an effort to get consumers to believe theirs are obsolete) because our devices vary so much in age. It isn’t a hardware malfunction specific to the device because it began occurring on all devices around the same time and we haven’t had any power surges or nearby lightning strikes…no blown circuit breakers nor any other electronics in our home having any issues), It’s gotta be something on Google’s end. But now I’m wondering why, if it’s been a complaint for years, didn’t we all start having the problem at the same time? (I don’t expect *you* to have the answer to that, by the way. It’d be ideal if Google would fix this issue though! Now I’m actually tempted to go buy an Alexa…or at least search the web and talk to friends to see if they have any complaints that have been going on for years and not getting fixed too. If nothing else, maybe I’ll run to Goodwill and grab a bunch of old-school alarm clocks. Ugh. Technology is great, but some old stuff was made to last and so much of today’s stuff is made to be “disposable”. You can’t buy a fridge today that’ll last 30 years, but we’re still using three refrigerators that work like a charm, ice makers and all, that are 30 years old. I even keep our main one under warranty so, when it finally isn’t worth fixing, they’ll pay full cost for a new one. It’s hard to find one that big, I know a new one won’t last. & they just keep fixing it under warranty! 😂) I wish these Google Homes and Minis had an extended warranty. I’m now growing wary of the brand name, anything we have that is compatible with Google Assistant is also compatible with Alexa (although we don’t even link them, it’s nice to still have the option), and I’m bummed because I like the Google much more than our friends’ Alexas. BUMMED. Not sure what to do next, but my kids need to be able to rely on their timers and alarms and I need a solution. I’m getting desperate, but wouldn’t want to shell out the money for two more Homes and two more Minis (if that even makes the problem goes away) just to have it happen again in a couple of years. No way! $$$$

I have no idea why it switched one of my emojis to a symbol for a female and changed the other from a woman with a purple shirt to a guy or a girl with shorter hair in a gray shirt. (I can’t tell on my phone screen lol). Heck, event the Google FORUM has issues! (Insert eyeroll emoji here…because I have no idea what emoji it’d be once I hit “Reply”. I love so much about Google, but I have to admit this is making me reconsider my brand loyalty. Sad. They are such a huuuge company with major assets. If this has been a problem for years, I don’t understand why they aren’t fixing it. I’m interested to see what (if) they respond to my email where I reported this issue. They should be giving out free replacements (with a pre-paid label to shop the malfunctioning one back) if this is such a widespread problem and if they don’t believe it’s a problem on their end. That’s a whole lotta revenue for them if everyone goes out and buys new ones, or a huge decrease in revenue if they lose the loyalty of their customer base. I really don’t WANT to change from the Google, but if this isn’t resolved I won’t really have a choice. I need reliability. Does anyone on here also own an Alexa that would be willing to share if those also have any ongoing issues that Amazon is not addressing? I also bought in to the Iris by Lowe’s  alarm system…over $1,000 worth of equipment…and got bitten bad. Never even opened the packages and didn’t hear about the shutdown (therefore missed the opportunity to send it all in for money back! My mother-in-law was sick and quickly passed away during that time so I wasn’t on social media to catch that news, plus I’d never installed/activated the equipment since we were waiting on our home addition to be completed so Iris didn’t have my email to notify me! Now I have a box full of alarm pieces, receipts included, that are absolutely useless unless you’re some inventive tech genius who can reprogram them and make some of them work with other systems. Total rip-off. I’m starting to feel skeptical about anything electronic over maybe $25. It’s really not a good feeling.)

Grevane
Community Member

I recently had to raise an issue via the "Made by Google" Twitter Account where the default behaviour of the "turn all lights off" changed from per house to per room. This was fixed pretty quickly (credit where credit is due) but I've noticed that in parallel with that issue, ever since whatever that backend change was to break the light-related voice commands, the voice command success on all my devices has become significantly worse, particularly on the home hub.
"Hmm. Something went wrong. Please try again." or ""Hmm. There has been a glitch. Please try again later." happens so often now. It seems to be related to when there is background noise, like from a TV with voices that are not mine. It's like it's struggling to determine my voice from any voice so it eventually gives up.
Whatever you've changed over the last 3 or 4 months Google, put it back to how it was or fix it.
Voice recognition reliability has taken a significant nosedive in performance and reliability.

Interesting! My issue actually isn’t voice-dependent as it occurs regardless of who (of a family of 7) speaks to the device. It’s also odd that we can sometimes get it to follow directions if we truly do “try again in a few seconds”. The problem, though, is that it’s still unreliable for long term things like timers and alarms. If one of our girls tries to set an alarm, it’ll give the glitch/didn’t understand message and direct them to try again in a few seconds. So they’ll try again 20 seconds later (for example), it’ll say, “okay your alarm is set for 6am”, but then the alarm will never go off. I can’t help but wonder it the devices are having resets every so often while not in active use. While they are playing music it will usually respond appropriately to commands such as turning down the volume, but any NEW activity after it hasn’t been used for an hour leads to the error message (or however long it takes…I haven’t tested to see how long it will wait for us to try again before it tells us to try again…again. That might be interesting but would be a pain to try since we’d have to perform this self-test several times to see if we can nail down how long we can wait (at most) before trying again and getting a successful result. Even if we did, it wouldn’t fix the issue so it’s pointless. This definitely seems to be an issue on Google’s end, though.

Grevane
Community Member

Yeah, it's definitely Google's end.

I've been using mine for years and I've got 500mb internet connection and it's all been rock solid for years. Up until relatively recently, where it's become extremely annoying and often easier just to go back to pressing buttons, switches and touch screens. Which kinda negates the whole point of Google Assistant around the home.

PhattOne
Community Member
HI guys
 
I experienced the exact same issue with my Nest Audio and Nest Mini devices, suddenly anything I said resulted in being told there was a problem no apps would stream audio and it appeared I had a bunch of expensive paperweights dotted around the house. All the Nest audio devices showed up in the Home App and in the case of the smart speakers, I was even able to control the volume level of the speakers (confirmed by the volume change of the indicator beeps).
 
I appreciate that in some cases the issue appears to have just grown from nowhere without any apparent cause so this may not be exactly the same issue for all. 
 
However, in my case the issue started when I replaced my home broadband with the Three Network (Hutchinson) 5G Broadband service that came with the Huwaei router (I think CPE2 or something like that).
 
(to anyone currently reading and cursing me for wasting their time in reading so far before the bombshell.... I apologize:)
 
I don't know if anyone else noticed Google Home isn't the only service to experience issues.  I also found that granting Google data access to third party apps failed when connected to the router, creating a new Google account from a mobile device connected to the home Wifi failed and a few other Google related services were suddenly useless.  To test, I knocked off the home broadband and used my phone contract network data connection and everything worked fine.
 
I decided to check the settings on the new router against the settings of the previous router and found the key difference was the MTU size.  The 5G router automatically set to 1440 but the router from my previous supplier had an MTU setting of 1300.  I made a note of the 1440 figure (incase I fudged it up completely).  However, as soon as I changed the MTU setting to 1300 and rebooted the router, all Google services started working perfectly, including all Nest Audio and Nest Mini devices.
 
This may not help everyone but hopefully it will help solve the problem for some.

Unfortunately  that setting is not something I can change on my router. 

Grevane
Community Member

Most people probably wouldn't need to set this. 1300 certainly sounds very low.
If you want to verify your router setting, follow this guide and start at 1500 (and don't forget to add the 28 at the end to the final figure you arrive at). Personally, my Asus router defaults to 1492 and that tests as fine from my PC.
https://www.tp-link.com/us/support/faq/190/

PhattOne
Community Member

Thanks for the deeper info😎👍

I'll be honest, until I read the article you linked, I had no idea what the MTU setting actually did.  After running the ping tests, it actually turned out the MTU size should be 1290 (including the extra 28). 

As you say and reading up on the setting it does seem low and I have no clue why but at the end of the day, I've got music throughout my home, the internet connection speed is fine and I'm back to arguing with the Google Assistant every time I forget a light switch needs to be on for a smart bulb to communicate.  So, at least insanity....oops... normality is restored.

Grevane
Community Member

Ah, no worries at all and no problem, there's not particularly any right or wrong.
It really depends on (a) what your router is set to currently. If it's already on 1300, you obviously won't get higher than that and (b) your ISP. So as an example, I use an ASUS RT-AX92U on a BT FTTP line. The router defaults at 1492 so I can't set it back to a more traditional default of 1500. 1492 tests fine against, as an example, www.google.com or www.google.co.uk so no need for any change on mine. So with yours, as an example, if you've started at say 1500 (the highest value most routers will allow; if your router allows this), then as a suggestion dropped by 8 each time until you home in on the value where ping it works and then add the 28, then it must be something on your ISP side which forces it that low. As long as you get to a value where this test works, you should be fine regardless of what it is really.

Dthomson
Community Member

I did the test to google and I got no fragmentation at 1472. Asus RT-ax92u as well

Dantheman
Community Member

I get there was a glitch and something went wrong all the time. The interesting thing is, that when you buy a new Google home it doesn't do it for a few months. I guess that's the fix.

I've had a ticket open for over a month... Still nothing. They say it's probably my router. even though every other device on the network is fine. Including a Hub Max......

Yep, support has failed me as well.  In my contact with them, no mention of the router was made.  Someone on Reddit suggested disabling IPV6, and I decided to try it.  Well sure enough, all three of my devices now work.  I have been trying them all morning, and normal operation seems to be restored.  Reactivating IPV6 puts them back in failure mode.  

Attention Google Support, you might want to mention this option to your clients.  Also, it seems more than likely that code was implemented by your developers that caused the IPV6 compatibility issue.  Ultimately, this needs to be fixed.  

 

Unfortunately, I already have IPV6 disabled. 

Dantheman
Community Member

IPv6 is disabled. The issue appears after the device has been idling, maybe a few of the stupid home ad activations throughout the day(ironic how it never has an issue with them). But come the time you want to use it something goes wrong... It's obviously not a router or network issue. Google is fobbing us off with that nonsense... Move it closer my arse! Why would multiple devices that were working... Then stop working correctly, when nothing has changed in said network, other than updates to the home device? Surely Google employees someone smart enough to understand this, it's not a turn it off and on again problem. The software is borked, not every customers network setup. 

josewyatt
Community Member

Same issue with me as well. I've had my 2 minis and nest display for 13 months and this issue just started this week.  Is there a fix for this?

deanr181
Community Member

I Found a solution that works for me. I have a mini, a home and a hub and all were giving me the error “something went wrong…………” I have contacted google only to get the same automatic reply about reset device, reset router, move closer to wifi and everything else but for google to admit it is google that is the problem.  I tried everything I could find on the forums over the past 3 weeks, and then I found one person (sorry can’t remember who) that suggested the problem is linked to setting both your home and business address located in google home.  I was sceptical but thought what do I have to lose.  I already had my home address set but no my business address, so inserted this and guess what?  All devices now work properly.  Don’t know why it works but obviously a “glitch” on googles side.    Come on google, get your act together.  Hope this workaround works for you.

Thank you for your response, I appreciate it. Unfortunately it only corrected this problem caused by Google for a few minutes.  Previously someone suggested that I change the language of my assistant to a different "English" setting. That worked for a few moments, but then I had the same issue return that has been caused by Google. Then they suggested that I disable ipv6, that worked for a few minutes but Google's problem started again. Then I reset to factory settings again but that too only resolved Google's issue for a few minutes.  It looks like I am stuck with a $200 digital clock and a couple of speakers that are only good for responding with, "Something went wrong. Try again in a few seconds.", since Google refuses to provide any meaningful support. 

pixelriffic
Community Member

Well this is interesting.  Your post reminded me that I did have my work location in Google home as well.  I'd forgotten that this was the case, as I no longer use that since Google stupidly discontinued Chromecast Audio.  Another story of annoyance there. 

A couple of days ago, I had tried a suggestion to disable IPV6 on my router, and that indeed got my Home devices working.  Obviously, not a real fix.  I then just see your post.  I also had no address on my work location.  I added one, reenabled IPV6, and lo and behold, it is working!

Thanks for sharing, and hopefully this all helps others.  Google support certainly didn't.  

 

Kkraw
Community Member

I came here looking for answers since I am having the same problems…and the many comments and other things I have read online are really discouraging me. If I have not interacted with the Google home mini in about 5 minutes when I ask it a question it will pause for a few seconds and then it will give me a “hmm something went wrong try again in a few seconds” or “there was a glitch”. Sometimes my Google home will just randomly say this during the day with no prompt. I am honestly tempted at this point to buy an Alexa echo device and see how it works with the rest of my devices.  For me, it’s not just the fact that I can’t ask my Google assistant a question, it’s that I have lost all smart home functionality. For example, I have a Google Nest Doorbell which now does not always ring inside, and my Google home mini does not announce who is at the door like it used to in the past. Also it won’t change my thermostat because it will say hmm there was a glitch try again or something went wrong blah blah. I can usually get it to answer me if I try again right away, but with the time that takes I can just walk down the hallway and turn the Google thermostat manually. The doorbell is really the biggest issue because it means sometimes I have no idea someone is at the door since the chime goes through my Google home. But especially annoying that if I am playing music through my phone onto the Google home and ask it to stop, it will still give me the something went wrong statement and then return to playing music. I have tried rebooting, factory reset, unplugging, moving, changing the WiFi, all to no avail. 

nordoc
Community Member

Not good with community etiquette, but higher in the thread I posted this note yesterday…. Worked for issue so moved it here in case more visible, in cass it can help.  

Replying to my own remarks in August...

Today, I found out my issue with Something went wrong, which was a signal I didn't understand, but now makes sense.  My connection was failing and setup couldn't complete because I had my D-Link router WPA Security settings set in a way they failed the connection.  Part of the process would work, but I could not connect to the display portion of the results.  I kept forcing it through steps, and eventually could get Audio (like Pandora to play) but no visual except a grey screen.  

My settings changed now (from only WPA2and AES,) to  Auto WPA or WPA2, and Cipher AES (only).  With my new settings (which were just a shade off my DEFAULT settings, I am able to connect and use my GH Nest Hub as I had 5 months ago.  As I was told, changing the settings can create issues, but in my case, it solved my problem, completely.   I hope my offering is of help to someone who has a similar issue.  If not, I apologize for taking your time. 

(Also, along the way I was reading about the correct way to reset the info on my hub, and it helped me, to know to unplug the nest hub, and  while off, press the Lower Volume button and hold while plugging the router in, at which point it present a recovery message to follow through.  I appreciated that instruction so that I could see I was actually resetting the device correctly. )  😊

Rdianco
Community Specialist
Community Specialist

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster: Jane Moses 

 

Nothing