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04-06-2021

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Moto G Power 2021 hey google not working with screen off

2021-04-06, 18:22 PM

I just bought a new Moto G Power 2021. The Hey Google only worked with the screen off for the first day. Then I updated things cause of it being a new phone. and it Now it only works with the screen on. All toggles seem like they should allow it. It's almost like some android 10 update broke it.

 

Any ideas?

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3714 Posts

03-11-2019

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Re:Moto G Power 2021 hey google not working with screen off

2021-04-06, 19:35 PM

Hi Dewed,

 

Thanks for posting your concern here and we would like to help. Try to make sure to enable "Unlock with Voice Match" by going to Settings > Google > Search, Assistant & Voice > Voice > Voice Match > Unlock with Voice Match. Let me know how it goes.

 

Best regards,
Zeke
Motorola Support



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Re:Moto G Power 2021 hey google not working with screen off

2021-04-06, 20:44 PM

Thanks Zeke,

 

That's not an option. My only toggle under Voice Match is 'Access your assistant any time you say "Hey Google" when your screen is on'

 

Other people I know have that only option too. But theirs works.

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Re:Moto G Power 2021 hey google not working with screen off

2021-04-07, 19:08 PM

@ Dewed wrote:

Thanks Zeke,

 

That' not an option. My only toggle under Voice Match is ' your assistant any time you say "Hey Google" when your screen is on'

 

Other people I know have that only option too. But theirs works.

 

Please try turning on and off the "Turn lock screen personal results" and let me know if it helps.

 

Turn lock screen personal results on or off 

1. On your Android phone or tablet, say "Hey Google, open Assistant settings". 

2. Under "All settings," tap Personalization. 

3. Turn on Personal Results  turn on Lock screen personal results.

 

Best regards,
Zeke
Motorola Support



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Re:Moto G Power 2021 hey google not working with screen off

2021-04-07, 19:34 PM

It was already on. Turning it off and on didn't help. Thanks though :)

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Re:Moto G Power 2021 hey google not working with screen off

2021-04-08, 12:37 PM

@ Dewed wrote:

It was already on. Turning it off and on didn' help. Thanks though :)

 

We checked in further on this especially the compatibility of the Google Assistant. Unfortunately, found out that the phone does not support Google assistant while the screen off. 

 

Best regards,
Zeke
Motorola Support



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Re:Moto G Power 2021 hey google not working with screen off

2021-04-08, 12:58 PM

Could an update be made to fix it? Also it did work the first day only. Almost like an update broke it.

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  • Message 8 of 8

Re:Moto G Power 2021 hey google not working with screen off

2021-04-08, 13:49 PM

@ Dewed wrote:

Could an update be made to fix it? Also it did work the first day only. Almost like an update broke it.

 

 

It could be that the phone is on a lock screen which could work but the screen needs to be turned on. Any changes in the behavior of Google Assistant is made directly by Google. 

 

Best regards,
Zeke
Motorola Support



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