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All devices slow to respond if at all

Stargazerforest
Community Member

I have this evening restarted every device after all of them at the same time would register what I say (can see it on the screens) but not do anything with it. It just seems to time out. Even after rebooting they do nothing. Anyone else having these issues? And despite saying their support hours are very long I haven’t been able to get through to google on phone or chat

36 REPLIES 36

swandive6
Community Member

I'm having this problem as well. It started yesterday morning. Both of my Google speakers cannot come up with a response, take forever, and then say hmm something went wrong try again in a few minutes. I think a recent update borked them but I can't confirm. 

Jenniekw
Community Member

I had the same problem and just fixed it. Go under your settings in your Google Home app and then Google Assistant and then manage all settings.  There will be a setting towards the bottom for the Hey Google sensitivity. Mine was set on default but I moved it to towards more sensitive and works a lot better now.

Dan_A
Community Specialist
Community Specialist

Hi folks,

 

@Jenniekw, thanks for sharing your resolution in the Community.

 

@ Stargazerforest, @ swandive6, this is not the experience we wanted you to have, let me help you. A few things: which Nest speakers are we working with? When did your issue begin? Were there any recent changes made? Have you tried the steps above? To add on it, follow these steps:

 

Step 1. Reboot your speaker or display

  1. Disconnect power cable from device.
  2. Reconnect the power cable.

 

Step 2. Make sure your device recognizes the hotword

  1. Say “Hey Google” to your speaker or display. Check if the LED dots on the top of your device spin or blink, indicating that it recognized the hotword.

 

Step 3. Make sure your device recognized the question correctly

  1. Ask your Assistant the question again.
  2. Say "Hey Google, repeat the question" to make sure your Assistant understood you correctly.
  3. If it's still not recognizing the question, try to speak slower or try another question.

 

Step 4. Adjust the hotword sensitivity of your device

  1. If your speaker or display often has trouble activating when you say “Hey Google” or "Ok Google,” you can adjust how sensitive Google Assistant is to “Hey Google.”

 

Hope this helps.


Best,

Dan

It started the day I posted the original message here. It also occurred to all my devices at once… the nest, neat mini, and the two nest speakers. You could see on the screen they heard you as they put the words you said on the screens and then they’d sit thinking and then do nothing , just return back to the Home Screen. It’s not a case of it not registering my voice as the words appeared on the screen! I mean if it didn’t recognise my voice the words would not be exactly showing. The problem is the device then thought and thought and did nothing. This comes and goes ever since posting the original message. Sometimes it reacts quickly now and does what it needs, other times it just sits and you’re wondering if it will ever do anything. The network isn’t down at the time as the television was still playing it’s stuff over the Wi-Fi (since I only use streaming and not a service provider) so I know it wasn’t my network. The day I posted this the devices didn’t do anything with my instructions for several hours before they finally started again. But even then it still has moments where it doesn’t do anything and you’re finding you’re asking it three or four times before it does something with the words it has registers on the screen. I also note that repeatedly the custom routine I have for the speaker my my bedroom keeps failing to play the correct play list. I am getting infuriated by the devices more and more and my partner wants me to switch them out for Alexa as he’s gotten tired of them. They’ve been factory reset (yes I went through the whole house resetting every device) since these issues and they get a restart every time I think they need it. But none of this stops this intermittent lack of doing anything with the instructions you give it. Even the speakers will light the dots on top as if they’ve registered you say something. And occasionally without saying anything the speakers just randomly pipe up mmm something went wrong.  So something is glitching then repeatedly. 

if there was an answer to it I’d be grateful but restarting and factory resetting hasn’t stopped it. And I don’t see how making the hey google setting more sensitive will help since it’s registering my words on the screen and still not doing anything

I will say that in my original post I did say my words register on the screen, so it’s not that it’s not activating, it not doing anything with what is registered. I hope you understand now. The first person to respond understands this as he has the same issue

Hey mickmcd74,

Sorry about the experience. I want to follow up if you are still having issues controlling your smart lights using your Google Home app and devices. You may try unlinking and relinking your light manufacturer to see if that will resolve the issue. Renaming the smart lights might also help.

Let me know if you need additional help.

Thanks, 
Lovely

Hello everyone, 

@Dan_A, thanks for the steps.

@Stargazerforest and @swandive6, to cover all bases, can we run a sequential reboot to your network and your Google Nest and Home devices? 

Here are the steps: unplug your router for five minutes > unplug all your speakers and displays > plug in your router and once the connection is back, plug in your devices. Then, check if there are any improvements in its response time.

Keep me posted.

Regards, 
Lovely

I unplugged and rebooted each speaker a few times that day to no avail. But things went back to normal the next day. I'm not going to sweat it unless it happens again. 

Can’t be this as mine is already above default and as I said it registers my words on the screen so it’s not that it can’t hear me, it’s that it won’t do anything once it hears me

I'm experiencing the exact same thing and have been for the past couple of weeks or so. My entire house is run by "smart" lights, etc on the Google home platform. Beginning to think that I may have overcooked it a bit if it's going to be this unstable and difficult to get actual assistance with.

I'll follow along and offer input where I can. Until then it'll be interesting to see how you go once they get past all this mundane "have you tried turning it off, then back on again" stuff they usually go through first.

Stargazerforest
Community Member

I’ve rebooted and factory reset and still this happens intermittently. The bedroom speaker seems worst hit having the most delays or randomly saying something went wrong. 

Hey folks, 

@swandive6 and @Stargazerforest, I appreciate the update. Can we isolate the issue by changing the Assistant language of your Google Home devices? Here's how: open the Google Home app > Select the Account icon at the top right > Assistant settings > Assistant language > If your primary language is English US, change it to English CA or English UK > Save. 

Keep me in the loop. 

Best,
Lovely

Hello there,

I'm checking in. Were you able to do the steps above? I'd be glad to hear from you — I'd like to make sure everything is working.

Cheers,
Lovely

I factory reset the device again and now I can’t connect the camera with the code or the qr and it’s driving me crazy. Otherwise things seem about the same in every other way after changing the language

Muddi
Community Specialist
Community Specialist

Hey Stargazerforest,

 

To further isolate the issues, please try setting up one of your devices 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 Mini). Once done, check if your device will have the same behavior.

 

Keep us posted.

 

Cheers,

Muddi

I only have one mobile. Don’t know many people walking around with two. 

Dan_A
Community Specialist
Community Specialist

Hello there Stargazerforest,

 

We understand that this step is a little out of the way, but it's a great start to check if your devices are communicating with each other. How about the others? Could you try the steps above to further isolate the issue?

 

Looking forward to your response.

 

Best,

Dan

Hi 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

Stargazerforest
Community Member

I do not see why I should buy a second mobile to troubleshoot. I live with no one and none has been able to visit. So you’re basically saying you won’t help further because you expect me to have two phones? I will say the devices have been doing better over the past week and I’ve done nothing so indicates it’s more your side. Only issue I have now is not being able to reconnect my nest camera on one nest Max because it just keeps saying unable to connect to google. And yet it can see my google photos fine and okay YouTube videos and Spotify just not the camera it just won’t set up

Hi Stargazerforest,

 

I totally understand and we're sorry for this inconvenience that this has caused you. 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
Community Specialist
Community Specialist

Hi Stargazerforest,

 

Chiming in-- have you had the chance to fill out the form? 

 

Best,

Princess

Princesss
Community Specialist
Community Specialist

Hi Stargazerforest,

 

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

I filled out the form and had zero response back. I’m sure I did it last weekend and still no response. Assistance from Google never seems forthcoming over any item so not sure what to say. I’ve tried to phone several times over the camera issue and other things and either can’t make it work as it’s only US time or some time while I’m sleeping or I sit waiting forever and no one responds. Basically the original problem went away on its own without me doing anything so that wasn’t my side (as I suspected from the start). The problems I’m left with are as a result of the factory resetting/rebooting I did to troubleshoot this issue from the start… camera won’t reconnect and one device now keeps loosing its own connection to the Wi-Fi when every other device remains connect. The device in both issues is the same device. I’ve cancelled my nest subscription for now as I wasn’t going to renew a broken product with very little support and I’ve been looking at alternatives to google which will be a hassle to set back up and rebut but hopefully give me what I want. It’s sad but I’ve been a google/android advocate my whole life (as long as google has been in it) and now I’m slowly moving away due to lack of support etc. community support is the slowest form of support when it comes to issues that seem obviously google side. Being in tech support for so many years gives me a lot of troubleshooting experience and after factory resetting everything, reconnecting everything the issue didn’t go away it was when I chose to do nothing and waited two+ weeks it went away if it’s own accord. Strange that it can fix itself when all troubleshooting was as if it was my side. In other words it wasn’t here. But the results of all the troubleshooting left other problems which I have questioned and get zero responses to. So I no longer use google for mobiles due to the issues there and stadia got shut down so that went there. And now im slowly considering other devices for smart home. It’s sad as google has so much potential and I have been an advocate of it for as long as I can remember 

Hi Stargazerforest,

 

Apologies for the delay. 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

Dan_A
Community Specialist
Community Specialist

Hey there Stargazerforest,

 

It is us again. Our team has already sent further troubleshooting instructions to your email. Have you received it? If so, I suggest replying to it and continue the conversation there as I will be locking the thread after 24 hours.

 

Cheers,

Dan

Stargazerforest
Community Member

I did get it yesterday afternoon will be looking at it later today 

Muddi
Community Specialist
Community Specialist

Hey Stargazerforest,

 

Sounds like a good plan! Keep us posted!

 

Cheers,

Muddi

Hello Stargazerforest, 

I'm checking in to see if you have already tried the steps sent by our specialist to you over email. Let us know if that did the trick.

Thanks, 
Lovely 

Stargazerforest
Community Member

I e done the steps in both emails and it’s still broken

Hey again Stargazerforest, 

Thanks for the update. Kindly reply to the email from our specialist saying that the steps did not help so he can look into this further.

Best, 
Lovely

I already have 

Dan_A
Community Specialist
Community Specialist

Hi Stargazerforest,

 

To confirm, were you able to send feedback using your Google Home?

 

Thanks,

Dan

Dan_A
Community Specialist
Community Specialist

Hey there,

 

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

 

Regards,

Dan

Princesss
Community Specialist
Community Specialist

Hello Stargazerforest,

 

Just one quick final follow up since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

 

Best,

Princess

It’s taken a lot of effort for her to register all the info needed for the feedback and that was just saying what the ticket asked me to say but it’s finally registered everything and it’s now sent

Hi Stargazerforest,

 

Thanks for submitting the feedback. I'll go ahead and close this thread now so we can keep updating each other thru email.

 

Best,

Princess