There's a glitch

[Regan79]

Hi

I have read multiple posts about the speakers glitching out and hmmm something went wrong. I have 5 speakers in my home of various type and gen. About 2 weeks ago it was all working fine, now no matter what I try I get every speaker glitching for the first 2 or 3 requests then works fine. I have a sky hub router, have done since February this year, no updates or changes to anything other than my android phone updates. Sky sent me a brand new router out thinking it was that but even with everything reset back to factory settings it's still glitching. Highly frustrating. What has changed at Google's end in the past 2 weeks to make it so unreliable? Many thanks 

Regan

[Kateob]

Same thing happening to our Google nest. Don’t have Sky and I have done all the “fixes” including a factory reboot (3 times), might work on the first command but then goes back to the glitch message again. Any suggestions?

[Regan79]

If it persists I'll give Alexa a try. I have a Meta Portal gen 1 with Alexa built in and that never lets me down. I use my Google speakers to control music and lights. One minute it will respond with my request and then 5 minutes later you can ask it to turn the volume down and it will glitch. So I go into my Google home app and the speaker isn't even connected to my Internet yet it's playing the music I have asked it to play via the Internet. Bizarre and frustrating. 

[Princesss]

Hello everyone, 

Thanks for raising this.

Apologies for the inconvenience that this has caused you. I also appreciate all your effort in trying some steps to resolve this. Could you please provide the cast firmware version of your Google Nest speakers? We'd love to check what's causing this to happen.

Check the firmware version of your speaker or display

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"

Check the version on your Nest display

1.  Swipe up from the bottom of the display screen.
2. Tap Settings About device. You should find your "Cast firmware version."
   • For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs Fuchsia.

Looking forward to your response.

Best,

Princess

[Regan79]

Good morning and thanks for your reply

I have multiple speakers of varying gen. 

My Google home Max is 

System firmware version 275994

Cast firmware 1.56.275994

I've done all full factory resets on every speaker and nothing has helped. Doesn't matter if the speaker is an old gen or a newer gen.

My next try is a wifi extender that is purely 2.4ghz. Going to try connecting a few speakers to that and see if that solves the issue.

Cheers. Paul.

[Regan79]

So I connected my home Max to a mesh wifi extender and for 3 days it was perfect, today back to square one. 

Does anyone at Google know exactly what is going on? It's extremely frustrating and I'm at the stage where I can't be bothered with it anymore and am very close to removing all Google products from my house and going down a different route unless this is resolved pretty fast. I've recommended products to friends and colleagues for a few years now but I won't be doing this anymore. @Princesss can you please advise what has happened since the firmware updates

[Princesss]

Hello Regan79,

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

[Regan79]

I have completed the form. 

[Muddi]

Hello Regan79,

We got your form — we'd suggest keeping track of your inbox as our team will be emailing you soon for more details. 
 

Cheers,

Muddi

[Regan79]

Thank you 

[BriantNeira]

I got same issue with +7 Google Devices, i didnt find any posible solution yet. i tried to restart the devices and it works for only 2-3 times and them message "there is a glitch come back"

[Dan_A]

Hi BriantNeira,

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?

It would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord from your router, followed by your Nest speakers.
2. Plug them back in after 3 minutes.
3. Restarting your phone might also help.

Also, to eliminate network 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 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, let’s revert one of your devices to its default settings by doing a factory reset. Depending on the device that you decide on, click this link: Factory reset Google Nest or Home speakers or displays.

Keep monitoring and tell us how it goes.

Kind regards,

Dan

[BriantNeira]

This issue only occurs with Google voice commands, as I can stream music and video to all devices. Once I restart, the voice commands work for a short time, then a device fails randomly, and subsequently, all of them display the mentioned error. What's odd is that I can control all devices through the app, but only the voice commands and queries seem to malfunction.

[Regan79]

Hi all. 

So after weeks of pulling my hair out it appears the problem was with a tp link powerline adapter that was causing the problem. I've removed them from my set up and now everything works perfectly. I assumed they only had a wired effect on the Internet but apparently they can cause wifi problems. If you have one on your set up I'd recommend removing completely from the back of the router and plug socket and try everything again. Worked for me.

Cheers Paul. 

[Dan_A]

Hi folks,

@Regan79, your post really helps! It gives us another side of things. Thank you for providing us with the reason for your concern and what you did to fix it.

@BriantNeira, may we know what modem or router you are using? What’s your Internet service provider? Have you tried the steps above? How was it?

It would be of great help if you could reach out to them and gain more information on the status of your connection. Let’s see if it’s the same as Regan79.

Keep us posted.

Regards,

Dan

[BriantNeira]

HI @Dan_A Thanks so much for your troubleshooting for me work disable the IPV6 in the router. now the issues appears that is solved. thanks 

[Alex_S]

Hi there,
 

We’re glad to hear that this has been sorted out! Should you have other questions or concerns, let us know. 
 

Kateob, we wanted to check how your Google Home devices work. Try to do the steps that worked for BriantNeira.

Warmly,
Alex