"Sorry, something went wrong" or "Sorry, there was a glitch."

[gxonatano]

Any command to any speaker I own results in one Nest Audio speaker saying "sorry, there was a glitch," or "sorry, something went wrong." 

I have two Google Home speakers and a Nest Audio. One speaker is downstairs in the kitchen (the furthest away from the router), one speaker is in the upstairs bathroom (the closest to the router), and the Nest Audio is in the upstairs bedroom, still pretty close to the router, about 4 meters away. 

When I'm downstairs and speak to the kitchen speaker, the kitchen speaker responds as expected, and the command executes successfully. But then several seconds later, the upstairs Nest Audio responds, "sorry, something went wrong. Try again in a few seconds." 

When I'm in the bathroom and speak to the bathroom speaker, the command also executes correctly, but then several seconds later, the Nest Audio responds with "sorry, there was a glitch" or "sorry, something went wrong." 

When I'm upstairs next to the Nest Audio, I say something to it, but the downstairs speaker or the bathroom seaker responds instead. Then, just as before, the Nest Audio will say "sorry, there was a glitch" or "sorry, something went wrong. Try again in a few seconds." 

This happens consistently, on every command, no matter where I am. 

The speaker is close enough to the router, and the router is a brand new CenturyLink C4000XG, with WiFi6. 

I've tried rebooting and resetting the Nest Audio, but this behavior continues no matter what.

I tried seqentially rebooting the router, all the other Google Home devices, and the Nest Audio. Doesn't help.

I tried setting the language to English, as suggested in another thread here (closed before I even had a chance to reply! So rude.) But it's already English.

[Biggsyboi]

I experienced a similar issue, but it seemed to happen only for 2-3 days and then stopped. This was about 1 week ago. For my issue, it was 2 Nest Audios in the same room. When requesting to turn on or off lights, both speakers I think would listen, one speaker responded and the other afterwards would still say there was a glitch or something went wrong, about 3 or 4 seconds afterwards.

[Biggsyboi]

Google Mini Speaker (1st gen) "There is a glitch" - Google Nest Community

[Muddi]

Hi gxonatano,

Thanks for sharing details about the issue. I appreciate @Biggsyboi for helping here!

I know how challenging it is not having a working device when needed. Let's try to get to the bottom of this. To isolate 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 Google Nest Audio). Once done, check if your device will have the same behavior.

Let me know how it goes.

Cheers,

Muddi

[Princesss]

Hello there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[gxonatano]

This is not a network issue, though, since all the speakers are on the same network, and the Nest Audio is very close to the router. All speakers connect to the network just fine. Whenever I set up the Nest Audio from the beginning, it works fine for a little while, and then reverts back to this buggy behavior. That's how I know it's not a network issue. I also know it's not a network issue because, when I ask the Nest Audio something, the speaker that responds is actually one that's much further away. All of the Google Home mini speakers work just fine. It's just that whenever I ask any one of them anything, the Nest Audio responds a few seconds later with "Sorry, there was a glitch." It doesn't say what the glitch is, which I think is a big problem. If there were at least some useful kind of error message or at least a link on the Home app to a traceback, this could be effectively debugged. 

[Muddi]

Hey gxonatano,

To confirm, is the issue isolated to a specific Nest Audio only? Could you tell us the firmware version? Also, how many devices are connected to your network?

I understand that some of your devices are working when connected to the same network, but connecting the problematic device to a different network will help us check if it will have the same behavior. Let's give it a try!

@Biggsyboi: To confirm, are you pertaining to the Nest Audio as well?

Cheers,

Muddi

[gxonatano]

When I connect the Nest Audio to a different network, I'm not seeing this problem reproduced. But it could just be because it takes a while for this problem to appear. Whenever I set up the Nest Audio for the first time, this issue doesn't appear, but then when it's been a few hours or a day or so, this issue starts to present itself again. 

But it would make sense that, when the device is on a different network and can't see the other devices, that it doesn't exhibit this issue, since this issue happens when I issue a command to another speaker, and the Nest Audio responds with "Sorry, there was a glitch." It doesn't happen when I issue a command to the Nest Audio. 

Example: 

Me, downstairs, speaking to downstairs Home Mini: "OK Google, what's the weather like?" 

Downstairs Home Mini: "Today there will be a high of 12 and a low of 2." 

Several seconds pass. 

Upstairs Nest Audio: "Sorry, there was a glitch. Try again in a few seconds."  

This happens every time, and it's incredibly annoying. 

It looks like it's on system firmware version 348702, Cast firmware: 1.56.348702. 

On the network there are the two Home Mini devices, the Nest Audio, and sometimes a laptop, phone, and TV, for a total of anywhere between 2 and  8 devices. 

[Muddi]

Hi gxonatano,

Thanks for trying. The last thing that we want to try is to adjust the sensitivity of your Nest Audio to the wake word. 

Below are the steps:

1. Open the Google Home app.
2. Tap the device of the preferred speaker.
3. At the top right, tap Settings (gear icon) > Audio > “Hey Google” sensitivity.
4. Use the slider to raise or lower the device's sensitivity to make it more or less responsive to "Hey Google".

Once done, let's monitor your device and see if you'll still get the message when using your other Home Mini downstairs.

Cheers,

Muddi

[gxonatano]

Changing this sensitivity doesn't affect anything one way or the other, since it's not a matter of whether it hears me---it does. It's a matter if how it behaves once it does hear me.

Example from just now:

Me, upstairs right next to my Nest Audio speaker: "What's the weather like?"

Downstairs speaker: "The weather in Seattle is..."

Moments later, Nest Audio right next to me: "sorry, there was a glitch. Try again in a few seconds."

And what exactly am I supposed to try again? The command succeeded, on the wrong speaker, and the Nest Audio complains about some glitch without explaining which. I try asking it about the glitch, but it doesn't seem to know.

[budwhacked]

Been tackling the same issue in my condo for the past few weeks. I have 4 Home mini Gen 2's and have wiped and re-setup all 4 about three times now. Restarted the router each time as well. Everything will work just fine for a few hours and then any request made to a  mini will result in one mini responding and any others that happen to pick up my voice to give the response of, "there was a glitch" or "something went wrong". All 4 are set on their lowest sensitivity, are not part of a group, all in the same condo, same network, same frequency. But they act as if one of them, at a minimum, is always out of sync with the others. I first tried resetting and reinstalling them one by one. Each time, whichever mini I installed last would be the one to be out of sync with the others. Then I reset and reinstalled all 4 at the same time and made sure to not trigger them until all 4 were completed. Each time restarting the router as well to make sure. That was how I got them to work for three hours and then it started all over again. They are all named differently. They are in the same account. EVERYTHING IS SET AS IT SHOULD BE.

[Juni]

Hi there,

I just wanted to follow up if you were able to try the steps provided. Please let us know as we would be happy to answer any questions you may have
 

Regards,

Juni

[Dan_A]

Hi folks,

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.
 

Cheers,

Dan

[GuliPires]

Soon you won't hear anything anymore from many google assistant users if you don't solve this issue and keep closing topics without solution... I'm about to try Alexa, I'm pretty sure they wouldn't take over 3 weeks to solve a generalized bug like this.

[Dan_A]

Hello everyone,

Are all your devices in a speaker group? If so, kindly remove them from the group by following the steps below:

1. Make sure your mobile device or tablet is connected to the same Wi-Fi or linked to the same account as your Chromecast, or speaker or display.
2. Open the Google Home app.
3. Tap your speaker group.
4. Tap Delete group > Remove.

Also, change the name of each Nest speaker:

1. Make sure your mobile device or tablet is linked to the same account as your speaker or display.
2. Open the Google Home app.
3. Touch and hold your device's tile.
4. At the top right corner, tap Settings > Device information > Device name.
5. Enter a new name > tap Save.

Once done, when you give a command to each device, make sure to include the name of the device and tell me how it goes.

Best,

Dan

[GuliPires]

I have only one Nest Mini, so I don't have a speaker group.

Anyways, I created a group with only one speaker so I could follow your steps, but no success, the issue remains.

[Dan_A]

Hey there GuliPires,

Appreciate the effort. How about this — 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 Google Home/Nest devices). Once done, check if your device will have the same behavior.

Thanks,

Dan

[GuliPires]

That worked (using the nest mini on a mobile hotspot), but it's not practical... The issue seems to be related to something between the nest mini and my network/ISP, maybe some port or firewall configuration that has suddenly changed on them. I already tried to contact my ISP, but I doubt they will solve this and would be very helpful if Google could manage to find out where is the issue.

[gxonatano]

Changing the names of the devices doesn't help. I don't understand what you mean by "when you give a command to each device, make sure to include the name of the device." Do I say, "OK Google, what's the weather? And I'm talking to you, kitchen home mini?" Variations on this theme don't seem to work at all. 

[Biggsyboi]

I said previously that the issue disappeared but I was wrong. It does still happen for me now as well. This is only a recent development, it's been happening for less than one month. Always appears to be the same speaker that does it. There doesn't appear to be an error log on the devices for debugging unless Google can access these remotely without mentioning it.

[rsterner]

I'm glad I saw this because I thought I might be going crazy. I started a similar thread a few weeks ago and got a lot of the same advice---the only thing I haven't tried is using another device and set up a hotspot because I don't have a second device to use. I even called my phone manufacturer and internet provider thinking maybe they were to blame, but nope. The issue persists. I have to turn off my wifi on my phone several times each day, but I'd obviously prefer a more substantive solution. 

Hilariously, last Friday I received another suggestion from a community specialist, but the problem was that it was a holiday weekend and I wasn't home to do anything with my devices, but within 48 hours he'd decided to lock the thread because I hadn't responded. Just absurd and not at all helpful. 

[Agueybana]

I've seen in other threads that disabling IPV6 could solve the issue. Testing this myself now.

[Dan_A]

Hey there Agueybana,

Have you tried disabling the IPV6 worked on your end? If so, how was it?

Kind regards,

Dan

[Agueybana]

Yes, disabling IPV6 has solved my issue.

[budwhacked]

So very strange that turning off IPV6 works for some. Mine's been off for weeks now with zero positive effect on the minis.

[Dan_A]

Hi folks,

@Agueybana, thank you for confirming that disabling the IPV6 worked.

@budwhacked, have you had the chance to try the steps above? If so, how was it? Also, I suggest you contact your ISP or your modem/router's manufacturer to see if there are advanced steps that you can take about the IPV6 status. Let's isolate this further.

Tell me how it goes.

Best regards,

Dan

[budwhacked]

Already worked with my ISP and router supplier two weeks ago. IPV6 has been off for quite some time. I've verified it twice. Please go to my much longer reply from weeks ago.

[Dan_A]

Hey there,

Could you try the steps below to see if changes can be made?

• Channel interference (channel congestion from too many devices, optimal channels for 2.4GHz is 1,6, or 11)
• UPnP should be enabled.
• AP Isolation disabled.
• Make sure a VPN or Proxy Server is not configured on the network.
• Confirm distance between the router, setup device and Google Home are optimal.
• MAC Filtering should not be enabled on the router.
• Preferred DNS settings: 8.8.8.8 for the primary and 8.8.4.4 for the secondary.

If you're unable to access your modem/router settings, seek assistance from your ISP and device manufacturer for them to guide you through it.

Keep me posted.

Best regards,

Dan

[budwhacked]

• Channel interference (channel congestion from too many devices, optimal channels for 2.4GHz is 1,6, or 11)  ONLY THE 4 NEST MINIS AND 1 NEST THERMOSTAT ARE ON THE 2.4GHz (tried all 3 channels, currently on 6), EVERYTHING ELSE IS RESTRICTED TO MY 5GHz BAND.
• UPnP should be enabled. IT IS ENABLED.
• AP Isolation disabled. IT IS DISABLED.
• Make sure a VPN or Proxy Server is not configured on the network. THERE AREN'T ANY.
• Confirm distance between the router, setup device and Google Home are optimal. THE WHOLE PLACE IS ONLY 800 SQUARE FEET, SO ALL MINIS ARE WITHIN 20 FEET OF THE ROUTER.
• MAC Filtering should not be enabled on the router. IT ISN'T.Preferred DNS settings: 8.8.8.8 for the primary and 8.8.4.4 for the secondary. THEY ARE. 
• I followed all your instructions several times, NO DICE. 
• I really appreciate the situation you are in and I understand the need for Google to place the investigation in our court, but it is NOT on my end. Think of it this way, no matter what order I set up the minis in, whichever is last to connect becomes the odd man out. If it hears the command, it will respond and all the other minis give the "something went wrong" or "there was a glitch". I found this out by accident because the odd man out I had placed in a footlocker under a bunch of blankets so it couldn't disrupt the others, then the power went out and the odd man jumped to another. That's how made the last to connect realization. I cut the power to my apartment several times and let them all come up naturally, each time, the last one was the odd man out. And if I remove that current odd man mini from the my Google Home, the odd man just becomes one of the others. THIS IS NOT ON THE CLIENTS SIDE!!!!

[Dan_A]

Hey there budwhacked,

We really appreciate you taking the time to do the provided steps. A few more steps to narrow things down.

1. Ask the speaker or display a question and check the audio quality.
2. Do a long press and give the following command: "What's the weather outside?"

Once done, kindly check the audio recording on My Activity:

1. Open the Google Home app.
2. At the upper-right, tap the account icon.
3. Verify the Google Account on screen is the one linked to the speaker or display. To switch accounts, tap the down arrow icon > choose another account or Add another account.
4. Select My Activity.
   Note: This opens a list of all recent voice commands the customer has given.
5. Identify the last command that generated a failed response.
6. Select Details below their Assistant Query (this will expand out the details).
7. Tap the Play button on the query card (have them play a few) to confirm from My Activity what the speaker or display heard at the time the issue occurred.

Kind regards,

Dan

[budwhacked]

Completed all of the steps except using the play button on the activity card because there wasn't one. Seriously, this is all nonsense. I'm going back and turning all my router stuff back on. If we have to completely dumb down our systems because Google coded incorrectly then the product shouldn't be out in the wild. I've now done a ton of small experiments and configurations, going down to three minis instead of four. Between placement and controlling my voice strength I can get the errors down to about every fifth command. Two **bleep** months working on this, and Google never wants to look inwards, only must be the users configuration. If the users configurations can't be accommodated then you have the inferior product that needs to be fixed. My configuration has been the same for five years! Yet you folks want to make that be the problem for an issue that cropped up in the past six weeks! This is just ridiculous and irresponsible. Please don't make the solution to this be switching to Alexa.

[GuliPires]

After following your steps with no success, I found something interesting. I only have one mini and when I send a voice command, it always give the "there's a glitch" answer on the first time and for the subsequent voice commands within approximately 1 minute, then it starts to work properly for the next times... It seems to be related to the mini going idle or somehow disconnectomg from the internet when you don't send voice commands for over 10 minutes... The weird part it that even if the mini is playing music, after those 10 minutes it still present the issue with the voice commands. Sometimes, even when I try to cast music from my phone to the mini when it's idle, it takes around one minute to effectively cast while the phone is still playing the music, even tho the mini plays the connection sound immediately after I click on the cast button.

Btw, when the mini gives the "there's a glitch" answer, the voice command doesn't seem to be recorded on My Activity because it's not shown there, which indicates that there's some problem with mini connecting to the internet when that issue happens...

[Dan_A]

Hi folks,

@budwhacked, @GuliPires, 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 regards,

Dan

[LW100]

• This is exactly my problem but how do I fix it it says sensitivity settings unavailable

[gxonatano]

It's clear at this point that there is no user-side solution to this issue, since nothing suggested in this forum solves the problem. It's clear that the problem is with the software in these devices: they can't handle hearing a voice command in two speakers at the same time. Until Google fixes this on their end, there is no solution in sight. Personally, I'm prepared to trash my whole Google Home system (Android devices, smart bulbs, speakers) and replace it with another company's, since there is apparently no way to fix this. 

[Dan_A]

Hello everyone,

@GuliPires, @budwhacked, our team has already sent further troubleshooting instructions to your email. Let’s continue through that channel. 

@gxonatano, thanks for reaching out and I'm sorry to hear that you're still having an issue with your Nest Audio. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

@LW100, have you tried all the steps above? If so, how was it?

Best regards,

Dan

[GuliPires]

Hey, thanks for the help!

I've got mine to get back to work after a few tweaks to the router provided by my ISP... I'm not sure, but I think it was related to IPv6, which I had to disable. My mini works now!

Hope you guys get to solve your issues too!

[budwhacked]

Already have exhausted those options and we were forced to close out the ticket because it has nothing to do with our setups at home and is an issue with the Google Home Minis themselves and they have no idea what's causing it or where to look for fixing it. Multiple tests and configurations tried to no avail, but we were at least able to determine that using third party devices with google assistant won't cause the glitching so I have 4 Lenovo smart clocks with google assistant coming and throwing all the minis away. Stop wasting peoples time and stop making people go through senseless deflecting tactics. Yes, the issues will subside for anywhere between 15 minutes to two days but the issue will come back if you have more than a single home mini in earshot of another. It's all on google's end and they know it, but don't know what do do other than have us run in circles chasing ghosts until some genius stumbles on a fix. This whole thread should be called, "yes it's not you, it's us, we know we broke it, but don't know when or how and we're working on it painfully slow, thank you."

[Dufferkh]

Having the same issue. What’s strange is it worked fine for months, but then started having issues at around the same time this thread was created. Did google release some sort of update that caused this?

[Dan_A]

Hello everyone,

@gxonatano, we got your form — thanks for filling it out. Our team will reach out to you via email anytime soon.

@budwhacked, please continue the interaction with our higher tier of support for them to get real time information from you. Rest assured that we're doing our best to find a solution.

@GuliPires, we're really glad you found a way to resolve your concern and thank you for sharing it in the Community.

@Dufferkh, have you tried the steps above, especially the part where you disable IPV6 on your router settings? If so, how was it?

Thank you for your patience and understanding.

Kind regards,

Dan