topic Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again in XZ Series

XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again."

ROBYER1 — Wed, 18 Nov 2020 15:59:53 GMT

Got a brand new XZ3 a few months ago, updated to Android 10 and since then I noticed since security update on Android 10 Build No. 52.1.A.3.74, I was unable to switch Hey Google voice match back on - it seemed to turn itself off?

Factory reset, cache/data clear, uninstall updates on Google app and software repaired the phone but it just says 'Something went wrong. Try again.' when I try to turn on Hey Google.

Since then, Sony support have just sent me running in circles with resent troubleshoot email templates telling me to factory reset again.

Loads of other XZ3 and XZ2 users mentioned the issue here, is anyone else having it and have you had any luck talking to Sony or Google about it?

Google support thread where people are discussing:
Thread 1
Thread 2
Thread 3
Thread 4
Reddit post by me

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

ROBYER1 — Wed, 18 Nov 2020 16:06:39 GMT

@StudioMad I saw your post about this issue also, did you have any response from Sony or a fix?

I have tried clearing all voice match and assistant data with Google, also tried using a different Google account on the same phone it still didn't work.

Surprisingly I tried a Google Pixel phone on Android 10 that a family member had and Hey Google worked fine with my account on it. This is clearly a Sony phone issue and I want it fixed! Not pleased with my phone purchase.

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again."

CosmicTomato — Thu, 19 Nov 2020 11:07:19 GMT

Have you tried safe mode? it only leaves the software and preinstalled apps running. from the restart menu, press and hold on the power off, then press ok.

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

CosmicTomato — Thu, 19 Nov 2020 11:08:06 GMT

Oh and to then get back to normal mode after checking if it works or not, you would need to restart the device.

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

ROBYER1 — Thu, 19 Nov 2020 15:43:23 GMT

I went to safe mode, at first voice model still wouldn't switch on so I cleared cache + data for Google app. It still wouldn't switch on. I then uninstalled all app updates by disabling the Google app then re-enabling it and I could turn on Hey Google on that older version, then updated to the latest version and Hey Google stayed on.

After restarting the phone, it switched itself off but I could switch it on after pressing the toggle for 'hey Google' a few times rapidly. The phone responded to me saying Hey Google with the screen off once then it went back to not responding. Check Assistant settings and it was still toggled on but I tried toggling it off then couldn't toggle it back on again after.

Going to try the process again but completely wipe the stored voice data/assistant history on my Google account now. Will report back, what a faff but thanks for the help.

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

ROBYER1 — Thu, 19 Nov 2020 17:46:08 GMT

Okay so after doing that, saying 'hey google' works once only then it completely stops working after that one time.

'hey Google' is ticked on in the settings still now though.

Really annoyed I got so close to having it working there!

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

CosmicTomato — Fri, 20 Nov 2020 16:12:10 GMT

As you've already given it this much effort, maybe give it some time in safe mode, and see what happens.

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

ROBYER1 — Fri, 20 Nov 2020 16:15:50 GMT

I've gone through the process of setting the phone to safe mode, clearing out/uninstalling updates on Google app then redoing voice match.

It just seems to always stop working again outside of safe mode once I have restarted and said 'Hey Google' once while the phone screen is off. Just completely stops working after that one time.

Are you suggesting leave the phone in safe mode for a while after setting up voice match + updating Google app again? I am unable to test the voice match in safe mode though, it only works outside of safe mode.

I even tried using android logcat to check for errors but none show up.

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

CosmicTomato — Mon, 23 Nov 2020 12:10:15 GMT

But Google is a preinstalled app, it should be left working when safe mode is on, this seems like an issue with the software, have you tried contacting Sony's support to raise this issue?

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

ROBYER1 — Thu, 26 Nov 2020 11:47:15 GMT

I just went to safe mode again, made sure the app was the stock version (all updated uninstalled) and upon setting up Hey Google voice model/restarting again, Hey Google stops working after it works once.

My support case with Sony has been going back and forth for months with little update from them.

Is there someone from Sony on the community I can reach out to the team through?

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

CosmicTomato — Mon, 23 Nov 2020 16:46:32 GMT

I think case numbers are sensitive information, take note of what can be shared.

if uninstalling the updates for the app worked once, could this mean it's the latest version of the app only that has the issue, uninstall all updates and see if it helps?

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

ROBYER1 — Mon, 23 Nov 2020 16:52:13 GMT

I have received nor can see any warning that the case number shouldn't be shared in my email correspondence.

Even without updates installed, the app still misbehaves, I may have to keep chasing Sony might actually try calling up tomorrow to see if I can get in touch with anyone directly.

Would be nice if there was some useful advancement made by anyone on the other forum posts I linked in my OP or just a proper acknowledgement email from Sony support on it.

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

ROBYER1 — Wed, 25 Nov 2020 11:34:18 GMT

The Google app update I got today (UK) seemed to get rid of the 'something went wrong please try again' error but now Hey Google voice activation only works once then it stops working after that. I have tried restarting, clearing the cache/data, factory reset, delete/retrain voice model and it still works only once then stops working after.

I am still chasing this issue.

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

ROBYER1 — Wed, 25 Nov 2020 12:04:09 GMT

Opening and closing the Google Assistant while in the Voice Match menu seems to show the Hey Google toggle turning itself off by itself as you can see in my video below:

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

CosmicTomato — Wed, 25 Nov 2020 16:42:37 GMT

Your persistence is what shall resolve this, you can make sure Sony gets the data they'd need from the device, by sending feedback from the support app.

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

ROBYER1 — Wed, 25 Nov 2020 19:26:09 GMT

I software repaired my phone yet again today and set up Google Assistant fresh again, I am still unable to turn on Hey Google voice match. The 'Something went wrong' error is back again. I am chasing this up with Sony live chat they told me they will contact me within 2 days and I will call them tomorrow morning to chase the support case more.

Unacceptable that a brand new phone factory reset/software repaired has such a glaring software issue with the preinstalled software.

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

CosmicTomato — Thu, 26 Nov 2020 13:43:00 GMT

I hope your efforts pay off, and thank you for updating the matter.

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

ROBYER1 — Fri, 27 Nov 2020 12:06:30 GMT

I now have this escalated to a specialist team at Sony with Engineers looking at it using the system logs I sent over and screenshots since I software repaired my XZ3.

I made this video to show the assistant not working and all the clear cache/data/uninstall updates/clear google voice enrolment and voice activity history.

Nothing I do makes it work, tested with and without using the screen recorder on (as it uses the microphone for my recording) and also used an app called 'Access dots' to display an orange dot if an app in the background is using the microphone or blocking Google Assistant from using it. When screen recording without microphone recording, nothing in the background is using the mic - verified at the end of the video, the microphone only comes on when I hold the home button to open the Google Assistant manually.

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

Ziginox — Fri, 27 Nov 2020 15:15:45 GMT

I am having this exact same issue, on my Xperia XZ2. I'm not sure when it happened, but the timeline fits with your issue. Basically, I tried to activate Google with voice, while driving, and the phone didn't respond. I went into Voice settings, and found that it was disabled. Re-enabling it gives the same message. What's going on, Sony?

Re: XZ3 Android 10 - Unable to turn on 'Hey / OK Google'??!! - "Something went wrong. Try again

ROBYER1 — Fri, 27 Nov 2020 16:42:00 GMT

The fact this thread has 900+ views now tells me there are a fair few others with this issue not sharing their experiences here!

If you are able to, could you use the Sony Support app on your phone (called Support), tap the top right three dots - click the send feedback option and ignore the fact it says send feedback about the app, it sends them a system log.

Quickly explain that you are having the issue with OK/Hey Google voice match not working on your phone and that re-enabling it doesn't do anything + anything else you tried.

I'm hoping to hear back from Sony Specialist Support during the next 7 working days according to support - they have started listening to me since I sent them links to dozens of other users complaining about this.

Your feedback being sent to Sony through the Support app will help the team, I will make sure it gets to them and am trying to pull other users in here from Reddit/Google forums who also took the time to post about this