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

[ROBYER1]

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

[ROBYER1]

@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.

[CosmicTomato]

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.

[CosmicTomato]

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

[ROBYER1]

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.

[ROBYER1]

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!

[CosmicTomato]

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

[ROBYER1]

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.

[CosmicTomato]

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?

[ROBYER1]

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?