"Hey Google" not responding to voice on Nest Audio

[Jack11]

Has anyone experienced the "Hey Google" voice command not working on their Google Audio. 

Recently this function has stopped working entirely on my device. During set up everything appears to work ok and i heard audible instructions telling me what to do. When the device is set up, i cannot give the device a voice command eg set a timer, ask about the weather, play music etc. The device is only good now as a bluetooth speaker to cast audio too from a phone / tablet.  

I have tried numerous trouble shooting including reseting the device, turning the mic on and off, increasing mic sensitivity. After attempting to solve myself, i spoke with Google support however they appeared to be unaware of such an issue and could not offer a solution. 

Has anyone had this issue and found a solution? Even if the solution is unrepairable it would still be good to know how this happened? 

Thank you. 

[Muddi]

Hey Jack11,

Thanks for reaching out. I know how challenging it is when your Google Nest Audio is not responding to hotword. I'd love to dig deeper into this issue.

A few questions:

• When did the issue start?
• How far is your Nest Audio from the router?
• What is the firmware version of your device?

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 Nest Audio). 

Let me know how it goes.

Cheers,

Muddi

[Muddi]

Hi there,

I'm just checking in to see if you still need help with your device. Let us know by updating the thread, and we're glad to further assist you.

Cheers,

Muddi

[Jack11]

Hello thanks for your reply

So it started about 3 months ago

The device is beside the router

 and the cast firmware is 1.56.324896

[Azarco]

Hello Jack11,

Have you tried setting up your device using a mobile hotspot? If the issue persists, could you tell us where and when did you purchase your Nest Audio?

Best,

Alex

[Jack11]

Yea i tried the hot spot aswell. That didnt work. 

I got the device about 3 years ago maybe, it was a gift. 

Its very strange because the audio is fine, when i switch the mic button on and off the device tells me the mic is on/off. I dunno, i reckon its just broken and unfixable at this stage. 

[Princesss]

Hi Jack11,

Thanks for responding. Could you please provide the cast firmware version of your Google Nest Audio devices?

To check which firmware version you're on, follow these steps:

1. Open the Google Home app .
2. Touch and hold your device's tile.
3. Tap Settings Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX"

Looking forward to your response.

Best,

Princess

[Jack11]

Jack11
Jack11
Community Member
In response to Muddi
Thursday

Hello thanks for your reply

So it started about 3 months ago

The device is beside the router

and the cast firmware is 1.56.324896

[Princesss]

Hi Jack 11,

We appreciate all your efforts. 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.

Best,

Princess

[Princesss]

Hi Jack11,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Muddi]

Hey Jack11,

Upon checking, one of our team is already assisting you via email on case ID: 0-2542000034061, so I'll go ahead and close the thread now and let's continue through that channel.

If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community.

Cheers,

Muddi