Hi Nicolemarie,
This is not the experience we wanted you to have, let me help you. A few things: when did your issue begin? Were there any recent changes made? When you did the factory reset, was it the same steps as what you see in this link? Does it never respond to “Hey, Google” or does it only respond sometimes?
Try these steps to further our troubleshooting:
1. Check if the Speaker or display’s microphones are not blocked.
3. Make sure the speaker or display is not muted. Ensure that the two microphones on top of the device are not covered.
4. Unplug the power cord from the speaker or display and reconnect (reboot).
5. Make sure you use the hotword correctly and within range.
6. Check if LEDs respond to long press (3 second tap).
7. Check My Activity to check the audio record quality:
- Open the Google Home app .
- At the upper-right, tap the account icon.
- Verify the Google Account on screen is the one linked to the speaker or display. To switch accounts, tap the down arrow icon and then choose another account or Add another account .
- Select My Activity. This opens a list of all recent voice commands the customer has given.
- Identify the last command that generated a failed response.
- Select Details below your Assistant Query (this will expand out the details).
- Tap the Play button on the query card (play a few) to confirm from My Activity what the speaker or display heard at the time the issue occurred.
Note: You can also select the Controls tab next to History to access the recording. Make sure you select “Include voice and audio activity.”
Keep us posted.
Best,
Dan
