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]

I emailed them back a day ago to ask what's going on, it's been like 10 working days since I last heard from them with no update reportedly. Still going to keep nagging until I get a response and will keep you posted here. What did you hear from them? @EMS_MO72 

[EMS_MO72]

Just that the issue has been escalated to the engineers and they'll keep me updated, but nothing yet.

[ROBYER1]

I had an update from them this week when I prompted for an update. All I got was that the issue is with the specialist team still. Seems I will need to keep chasing this for a while still. When was your last update?

Why is this whole bug reporting thing so arduous, I had to do so much to get them to escalate it.

[EMS_MO72]

Yeah, the escalations with the engineers take a life time, they could be ongoing for months. I usually get an update every 7 days as per their emails, but sometimes I need to ask for an update myself. The last update was the last week I think.

[ROBYER1]

I had an update email 5 days ago saying "Kindly be informed that we have not received feedback yet, regarding the escalation of your case, it's still under investigation, we will be back to you in 7 working days".

We are also attracting some news site attention, I will reach out to some other popular android phone websites to raise the profile of this issue as it is also present now on Xperia 1 and 1ii phones with Android 11. https://piunikaweb.com/2020/12/24/sony-xperia-xz3-xz2-ok-google-is-not-working-after-the-android-10-...

Going to keep chasing this wretched case into 2021

[EMS_MO72]

Well, it looks looks like it will be a long fight, but there has to be a solution at the end after all of this time for sure.

[Largeheadsmallbrain]

I have this problem too. 

[Markalang]

Thank you all for pursuing this.  I might suggest a direct email to these folks I found on the web:

edited [no personal information should be shared in our community]

I just emailed them, and will follow up with any progress.  If enough of us get the message to Sony, hopefully they will fix this glaring issue.

[ROBYER1]

Thanks all, received another update email this week that there was still no update from the specialist team, it's been a long time but I am still seeing people comment on my forum posts around other sites regularly that they are having the same issue. It urgently needs a fix and I urge anyone checking in here with the same issue to raise it with Sony to help escalate it!

[Markalang]

Update: As a result of my emails, I received a call today saying that my issue has been raised to "2nd level", and I will be hearing back from Sony within 24 to 48 hours.  Cautiously optimistic...  Too bad I cannot share the email addresses, but I understand why they would be removed.  Perhaps I can share this website?

Customer Support & Media Contacts for Sony Corporation of America

Stay tuned...