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

[RobinTBW]

Hi Robyer1,

With regard to my own thread on this issue from May where my XZ1 was affected, I'm still running Android 9 (the phone is about 2 years old) and haven't had any problems since the issue was resolved by a google update in June.

Best Regards

RobinTBW

[ROBYER1]

Seems to confirm this issue is Android 10 specific, although I'm not sure if XZ1 got that upgrade. My last phone was the XZ1 too and Google Assistant worked fine on that apart from that period where it was broken until a Google/Sony update too. Hence me being a bit miffed my brand new XZ3 can't use Google Voice Assistant!

[ROBYER1]

I'm going to get back on live chat with Sony support tomorrow to find out if there has been any update and share my findings back here

[ROBYER1]

I have to wait another 5 working days because there has been no update from their specialist team. That suggests to me they either have finally acknowledged the issue or that they are all off early for Christmas.

Expect there won't be much action on this issue until next year at this rate, I'm going to touch base with Sony live chat early next week to see if anything comes back.

[EMS_MO72]

Yeah i had an issue with my device before and it needed to be escalated after i got in touch with the support line,escalations take ages until they figure out an actual solution but they do fix it the issue eventually, hopefully it will take shorter than usual with your case, Good luck

[ROBYER1]

I'm really relieved to hear your experience, good to know I'm not just going in those circlea with support up until now for nothing. Still waiting for an update from their specialist team...

[CosmicTomato]

I agree, I had an issue with my SMS app, it took them 6 weeks to realize it was an app called "carrier services" is what's causing the issue, after uninstalling it, the issue was gone. I guess it's cause they might need to reach out to operators or other companies and work on it together, which makes sense to increase the resolution time, instead of it being one department/tech guy handling it, it's a bunch of them simultaneously and each dept, awaits responses from one another. That's what I'd been told after nagging to know what was taking so long.

[CosmicTomato]

I agree, I had an issue with my SMS app, it took them 6 weeks to realize it was an app called "carrier services" is what's causing the issue, after uninstalling it, the issue was gone. I guess it's cause they might need to reach out to operators or other companies and work on it together, which makes sense to increase the resolution time, instead of it being one department/tech guy handling it, it's a bunch of them simultaneously and each dept, awaits responses from one another. That's what I'd been told after nagging to know what was taking so long.

[ROBYER1]

Thanks for this advice, I'll be rattling the chains again after Christmas. Still nothing back from the specialist team!

[EMS_MO72]

Hey,could you update us with the outcome if you received any reply from them as I've been chasing this issue since a long time and it hasn't been resolved yet.