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

[CosmicTomato]

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?

[ROBYER1]

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.

[ROBYER1]

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.

[ROBYER1]

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:

[CosmicTomato]

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.

[ROBYER1]

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.

[CosmicTomato]

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

[ROBYER1]

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.

[Ziginox]

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?

[ROBYER1]

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