"There was a glitch" and "Hmm, something went wrong"

[connorhale96]

Extremely frustrated with my Google Home experience as of late. All displays and speakers were working completely fine up until a few weeks ago. Almost every single time I have a command Google will either respond with "There was a glitch" and "Hmm, something went wrong" and I'm so close to switching to Amazon products. The last time I had this issue I switched from Xfinity to RCN/Astound and that fixed it for about a year. 

I've seen so many suggestions from hard reboots, to turning off IVP6 on your router, but I'm hoping to create the latest thread for troubleshooting this issue since everything I've found seems to be from a few years ago. PLEASE SOMEONE HELP.

Google Products I have in home:

2 Mini Speakers

2 Nest Hubs (2nd Gen)

1 Nest Hub Max

ISP: Astound/RCN 

Arris Model: DG3450

[Review4You]

This has been an ongoing issue for me as well for approximately six weeks.  I've reset the mini, tried different wifi connections, and still the same thing happens.  I'm pretty tired of it, to be honest.

[digittante]

Same here. We have 2 Nest Hubs (Gen2):
- Fuschia 10.20221207.2.100042 / Software 51.0.27.523530146

- Motion, Sleep, Gesture sensing are all off

- IPV6 off at the router level

Starting a few weeks ago, these fail to perform all core features like: 

- respond to voice / questions like "what time is it?" -voice recognition times out, resolves nothing, then the Hub says, "Hmmm, something went wrong, try again in a few seconds"

- display Home devices / info - most widgets just show "Loading..."

- play media

- control home - toggle a button for some lights, but they don't actually turn on/off and the toggle reset itself after a few seconds-

- make calls - calls time out without connecting

What works: 

- the wake phrase 'OK, Google' causes the 4 dots to wiggle that indicate its awaiting voice input

- display of current time 

- swiping the touchscreen

- occasionally, after a few minutes of swiping around, it regains its ability to perform but that lasts only a minute or two and is unpredictable

I've tried multiple times to remove/add via the Home app, rebooted, reset, change networks, reboot router, etc. No change in behavior. Of note: there's never any onscreen indication of an explicit disconnect from the network. It just unable to respond, load info, or complete commands.

In contrast, we have 2 Lenovo Smart Clocks (which Google has announced are no longer supported). They work just fine and often respond from the next room when I'm speaking directly to a Nest Hub.

Personally, I'll share this is very frustrating. Our home has been a Google ecosystem for +decade going back to the beginning of Google Play Music. Chromecast Audios, Minis, Hubs, 3rd Party devices. Then GPM was abandoned, YTM, even at the Premium level, is a lesser service. All our Gen1 Minis got 'end of life'. Hub usability has decayed in the last ~6 months. 3rd party devices were abandoned. The latest Home app update erased our library of Routines that ran fine for years. I feel like I'm now in a race to rebuild everything on another platform like Home Assistant before Google just turns everything off.

So I'll cut to the chase: @Google: Would you like to fix your Hubs or take them back?

[digittante]

Adding 2 more things to the list of "What works":
- casting to both Nest Hubs, solo or as part of a speaker group, from other devices/services works

- speaker group stay-alive - Since the Sonos settlement and the depracation of speaker group features, individual members in a speaker would sometimes drop out. Now all members, including these hubs, persist all day.

[connorhale96 · Accepted solution]

SOLUTION that may come as a disappointment...I called my ISP (RCN/Astound) and they noticed there was extreme lag. They sent a representative to me and called in for a hard reset of my router. Completely reset everything to default, so I had to rename the network. Luckily since I renamed it to the exact same thing, all devices were able to reconnect. Have not had any issues since. Happy for now, but concerned I will have to do that regularly assuming the issues will continue to arise. 

[Review4You]

Yeah, I've tried that about 15 times over a two month period, and am completely done dealing with it for now.  Thanks for the heads up!

[digittante]

Thanks for chiming in. Any info about what the actual problem / condition was in your scenario? "Reset the router" doesn't sound like a durable solution. Thanks.

[connorhale96]

This was all the info my ISP gave me. It wasn't just a simple restart, they completely reset my router to its default settings. This seemed to fix all issues I was experiencing with the Google Home and has worked for some time now. Sorry I don't have a more durable solution, would be helpful to know exactly what was fixed so I know for next time. 

[Mezza]

I too are having this problem. Could someone please tell us another way of fixing the problem. 

[Muddi]

Hey everyone,

My apologies for the late response. I know how it feels to not have a working device when needed. I'd love to dig deeper into this. To confirm, are you still having the same issues when your device is connected to a different network? What is the make and model of your router? Also, please list all the Google Home or Nest speakers that you have.

Looking forward to your response.

Cheers,

Muddi

[Muddi]

Hi digittante,

We appreciate 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.
 

Cheers,

Muddi

[digittante]

Um, how is filling out that form different than the form I filled out by your request weeks ago on this same thread/issue? 

[Muddi]

Hey digittante,

My apologies, as I was not able to pull up the case yesterday, but as I double checked it, I found the case ID:4-5602000033890. I'll let the team know that you've tried the suggested steps but still have the same issue. We'll get back to you by email or post an update on this thread.

By the way, what type of account are you using (Business or personal email)?

Cheers,

Muddi

[Mezza]

My nest is now working. Thankyou 

[Muddi]

Hi Mezza,

Perfect! We're happy to know that your issue is now fixed. Could you share the steps that help you fix the issue?

Cheers,

Muddi

[Mezza]

Unfortunately it is back to the problem. It worked for a day. I didn’t do anything it just worked. 

[Muddi]

Hey Mezza,

Sorry to hear that. How far is your Nest speaker from your router? Also, what is the make and model of your router?Please try performing a sequential reboot. This will help refresh the connection of your Google speaker to your network. To do this, disconnect both your speaker and router from the power source and leave them unplugged for 1 minute. Once the minute is up, plug them back in one at a time with intervals.

Cheers,

Muddi

[Muddi]

Hi Mezza,

I'm just checking in to see if you still need help with your device. 
 

Cheers,

Muddi

[Mezza]

Yes please I need a solution 

[Muddi]

Hello Mezza,

Sorry for the delays. To confirm, have you tried rebooting your speaker and router? Also, please let us know the make and model of your router and how far it is from your speaker.

Cheers,

Muddi

[Mezza]

Yes I tried rebooting. It is a Telstra router and it’s 10 metres from the router. 

[Muddi]

Hey Mezza,

Please note that the recommended distance between your Nest speakers and the router is 15–20 ft. Try to lessen the distance between your devices and see if you have the same issue. Also, have you tried connecting your speaker to a mobile hotspot?

Cheers,

Muddi

[Muddi]

Hi Mezza,

It's me again. Have you tried the steps above? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.
 

Cheers,

Muddi

[Mezza]

I have tried everything but I still can’t get it to work. My nest just says there is something wrong and the speaker in the bedroom now is cutting out and I have to ask it again to “turn on the radio”. Is there a google update I am missing ? 

[Muddi]

Hello Mezza,

To confirm, have you check if the iPv6 network is enabled on your router? Also, what is the make and model of your router?

Cheers,

Muddi

[Mezza]

Where do I find that ? My router is one we got from Telstra 7291F6 does that mean anything ? 

[Muddi]

Hi Mezza,

It would be best if you could contact your network or router provider so that they can guide you step by step on how to check the settings on your router.

Cheers,

Muddi

[Muddi]

Hey Mezza,

Have you had the chance to call your network provider?

Cheers,

Muddi

[digittante]

HI @Muddi.

The problems persist for me, even after the recent FUSCHIA update from 10.20221207.2.100042 to 11.20230306.3.112014.

Per my previous posts on this and related threads: our base network and Google Home setup remain the same (although I have tested on alternate network and Home setups). Our ISP is a 1gig fiber connection, and the router/AP is an OrbiPro SRR60 w/ 2 OrbiPro SRS60 satellites with IPv6 disabled. Our Google Home devices include 2 Google Nest Hubs, 2 Chromecast Audios, and 2 Lenovo Clocks (gen 2), and 5 generic "works with Google" switches for lights & fireplace.

What works: ad-hoc voice commands directed at the Lenovo Clocks can control music playback on Hubs and Chromecasts, and control all switches. Automations in the Google Home app can do the same. 

What (still) doesn't work: voice recognition, media control, home control, and duo calling via voice commands or touchscreen on the Hubs. Per suggestions from @Princesss I have also tried (1) retrain the voice model, and (2) setup alternate Home. No luck. 

[digittante]

Also, router traffic suggests devices on my network are reaching out to the following URLs. I've indicated what's currently allowed -v- blocked:

allowed:

1. play.googleapis.com
2. youtubei.googleapis.com
3. clients3.google.com
4. clients4.google.com
5. www.google.com

blocked:

1. www.googletagmanager.com
2. www.google-analytics.com
3. ssl.google-analytics.com
4. pagead2.googlesyndication.com
5. firebaselogging.googleapis.com
6. analytics.google.com

LMK if Google Home devices require different/other URL access than shown. 

[JAEG]

So is there no simple solution to this beyond the default IT "turn-it-off-and-turn-it-on-again" tripe?  I upgraded to a Verizon G3100 router a couple weeks ago and all my Google home devices have been unreliable since then, but no other devices (including Amazon/Alexa) are malfunctioning.  Before you ask, yes I've tried rebooting and reinstalling everything and turning off IPV6 and the problems/glitches persist.  Also, side note, why can't I just change the WiFi network within the Google Home app for a device?  Re-installing a device just to change the WiFi signal choice is idiotic, especially for a company with Google's money and resources.  Long story short, this obviously a Google software issue, it's on your end and not the users', so fix it or else Alexa and I are going to become really great friends.

[Mezza]

Well said. I totally agree. 

[Dan_A]

Hi folks,

@JAEG, @Mezza, this is not the experience we want you to have; let us help you. A few questions: which Nest speakers are we working with? When did your issue begin? Were there any recent changes made?

We appreciate you taking some troubleshooting steps, and even though it might not have worked the way you wanted it to, we can try eliminating network issues. Please try setting up one of your Nest devices using a mobile hotspot. Please note that you will need two mobile devices for this setup (one to serve as a router and the other to be used to set up your Google Home or Nest devices). Once done, check if your device will have the same behavior.

If the issue persists, you can revert your Nest speakers back to its default settings by doing a factory reset. Depending on the device that you have, see this guide on how to: Factory reset Google Nest or Home speakers or displays.

For your concern about how to just change the Wi-Fi network on your Google Home app, Google Nest or Home speakers and displays can only remember one Wi-Fi network at a time. To connect to or change Wi-Fi networks, follow the steps below:

Connect your speaker or display to a new Wi-Fi network:

If your device isn't currently connected to a Wi-Fi network, set up the device in the Google Home app.

1. Open the Google Home app .
2. Tap Devices Add New Device .
3. Follow the in-app steps.

If these steps don't solve the issue, you'll need to factory reset your speaker or display, then set it up again.

Change the Wi-Fi network of your speaker or display:

If your speaker or display is already set up on a Wi-Fi network but you need to change your Wi-Fi password or connect it to a new network, you'll need to forget your current Wi-Fi network and set up the device in the Google Home app again.

1. Open the Google Home app .
2. Tap and hold your device's tile.
3. Tap Settings Device information.
4. Tap Wi-Fi Forget this network.
5. Return to the Google Home app home screen and follow the setup steps above to connect your device to a new Wi-Fi network.

If you get an error message that says 'could not communicate with your [device]' when you try to forget your network, or the steps above don't work, you'll need to factory reset your device and set it up again.

Hope this helps.

Best,

Dan