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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?
 
14 REPLIES 14

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.  

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.

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!