"Sorry, I don't know how to help with that" on Google Nest Hub

[mhildebr]

Lately, when requesting music ("Hey Google, play some music by [artist}"), I keep getting "Sorry, I don't know how to help with that" as a response from the Nest Hub or it will return results on screen as if I had done a Google Search instead. It also seems to default to playing a video of the artist when all I was requesting was the audio recording. A nearby JBL speaker responds accurately and plays the requested music on the five speaker setup. It seems that the Nest Hub has been updated and now doesn't know how to handle the request. If my wife asks, though, it works OK. I have deleted my voice match, factory reset the Hub, rebooted, cleared memory, cleared cache, etc. and nothing seems to help. 

[MplsCustomer]

@mhildebr 

Do you have any music services configured with your Nest Hub(s)? If I say "Play some music by Simon & Garfunkel", the response I get is "Playing music by Simon & Garfunkel on Pandora" because we have Pandora configured.

[mhildebr]

I have a paid subscription to YouTube Music. All other services I have disconnected from my Google account. Music plays via YT Music, it's just that the phrase asking for a specific artist to play will not work via the microphone on the Nest Hub. 

[Dan_A]

Hi folks,

@MplsCustomer, thanks for the help.

@that certainly hasn't been easy for you ― when you said it hasn't occurred again, what do you mean by that?  What Google Home/Nest speakers do you have and are all of them on a speaker group including the JBL speaker? Since you've deleted your voice match, did a factory reset, reboot, clear cached but it's working when your wife gives the command, how about if we start all over instead? Remove your wife as a home member, set everything up after the factory reset. Make yourself and your account as the default on your Google Home app. Make sure all devices are on the same WiFi network.

Keep me posted.

Best,

Dan

[Azarco]

Hello mhildebr,

We wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any trouble from here, as we would be happy to take a closer look and assist you further.

Thanks,

Alex

[mhildebr]

No. The problem has not been resolved but it has not occurred again since my first post on Thursday.

[Dan_A]

Hey there,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Regards,

Dan