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If your Google Home isn't responding to you even when you say ‘Ok Google… or Hey Google…’ try these steps to fix the problem.

First check that:

  1. Google Home is ON and plugged into a wall socket: the LED light on the back will be white.
  2. The microphone isn't muted. Touch the microphone mute button on the back: your Google Home will tell you whether it’s muted or not.
  3. The LED dot ring on the top of Google Home spins when you say ‘Ok Google’ or ‘Hey Google.’

If you've checked these and your Google Home still doesn't respond, try step 1 below and ask your question again. If you still don't get an answer, move to the next step 2. And so on.

  1. Reboot your Google Home
    1. Unplug the power cable from the back of your Google Home
    2. Reconnect it and turn Google Home on
    3. The LED light on the back of your Google Home will go white
    4. Ask your question again, starting with 'Ok Google…'
    • If it still doesn’t respond, try step 2.
  1. Make sure it’s hearing 'Ok Google'
    1. Say 'Ok Google': does the LED dot ring on the top of Google Home spin, indicating it heard you?
      If not, press and hold down the centre button on the top of Google Home for one second: you’ll hear the response sound;
    2. Ask your question again, starting with 'Ok Google…'
    • If it still doesn’t respond, try step 3.
  1. Ask it to repeat the question back to you
    1. Ask your question again, starting with ‘Ok Google…’
    2. Now say ‘Ok Google, repeat the question’ to make sure your Google Home heard you correctly.  
    3. If it's still not responding, say ‘Hey Google, what’s the weather today?’ and see if you get a response.
    4. Reset Google Home

Before you reset!

A Google Home factory reset will delete saved settings, nicknames and information linked to your Telstra Smart Home®. You’ll need to set these up again.

  1. On the back of your Google Home, hold the ‘microphone mute’ button for 15 seconds
  2. Google Assistant will say it’s resetting Google Home

To reset Google Home Mini

  1. On the bottom of your Google Home Mini, hold the ‘FDR’ button
    • It’s below the power cable and looks like a circle etched into the base
  2. Google Assistant will say it’s resetting Google Home Mini.

Send feedback to Google 

You can submit a feedback report to Google:    

  1. Say ‘Send feedback’, then describe the problem; including the exact question you tried to ask, and the words ‘no answer’ as well. Google Home will record you and send the message to Google
  2. Wait for Google Home to confirm that your feedback was submitted. It will say: ‘Thanks, all feedback helps’ or something similar.

Need more help?

Watch our video on How to troubleshoot Google Home and Telstra Smart Home

 

 

 

 

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