Aug 2, 2020
Why is assistant saying "sorry I don't understand"
Hi, I rely
heavily on wired headset to access my phone while it's in my pocket
(motorcyclist), mostly for navigation and checking messages and making
calls. Asking for 'navigation' elicits the response "sorry I don't
understand". If I unlock the screen the phone does understand the
command and will navigate! I can make calls, ask the time etc with the
screen locked or off.
This happens on my moto g 5g plus
and my moto g4. I have partially solved this on the G4 by uninstalling
google app updates. this allows navigation from lock/off screen, but it
will not read msgs. If I update I can read msgs but lose navigation.
Unfortunately
I can't roll back google on the newer phone far enough to get rid of
the "dont understand response" Does anyone else have this problem or
have a solution. Cheers, Guy.
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Jan 11, 2021
Everyone
This has been escalated to the Google product team for further investigation.
Please answer questions in my reply above
Product Expert Alumni James M. recommended this
All Replies (103)
Aug 4, 2020
Hi C biskit,
Can you turn on the listen to bluetooth under assistant settings voice.
Try to install theAndroid Auto app which will keep the phone unlocked and you can use maps and assistant as well in a better way.
Let me know if this helps
Pepper
Dec 30, 2020
Same issue. It seemed to coincide with a privacy update where a lot personal data management/tos needed accepting. Around mid November for me.
Phone screen off and activate assistant via bluetooth device:
"Navigate to work"/ "Navigate home"/"what's next on the schedule"
all get the response:
"I'm sorry, I don't understand"
If the phone is on the home screen and assistant activated via bluetooth device all commands work as expected.
Having put all google assistant and google profile settings to the most liberal I can, it's still not understanding a list of personalised commands when the phone is locked that it does when the phone is unlocked. (Enabling some of these features were also needed for device to now work with wired headphones)
All devices tested have been given 'trusted device' privileges in testing so the phone simply needs to be swiped to be unlocked when connected to a device (haven't had to do this previously and don't want to start now to be honest).
onkyo bluetooth speaker
bluetooth earphones
Ford bluetooth
Hopefully this gets fixed soon as it's worked fairly reliably for the better part of a decade.
Jan 10, 2021
EVERYONE
Determine if your device has what you need and supported Language to use Google Assistant app
Android version
Note: If your device uses the third-party Oxygen OS (operating system), please contact the device manufacturer support and reply here with your findings.
Google app version
Phone settings > Apps > Google (G) app > Advanced > scroll to bottom of screen
on same screen
select App details, update Google app if prompted and test your issue again.
Device model details
Phone settings > About Phone > Device Name & Android Version
Which country are you in?
What are your device Languages?
- On your Android phone or tablet, touch and hold the Home button or say "OK Google."
- In the bottom right, tap
.
- In the top right, tap your Profile picture or initial
Settings
.
Settings Thank you
Everyone
This has been escalated to the Google product team for further investigation.
Please answer questions in my reply above
Product Expert Alumni James M. recommended this
Jan 12, 2021
Jan 15, 2021
I call "Hey Google, navigate to..." and give an address, Assistant says "Sorry, I don't understand."
When I say "Hey Google, navigate to..." an address that is in my Contacts, Google complies.
When I launch the Google Maps App, touch the microphone button in the top search bar, and say "Navigate to..." any address, Maps complies.
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