Google Assistant not showing on screen

[Retroshift]

Hi, I have a Samsung Galaxy S21 Ultra 5G SM-G998B/DS. I am wondering why Google Assistant is not showing up on screen after being voice summoned. Google Assistant activates the black locked screen when summoned with "hey Google", but does not activate the black unlocked time-out screen. The Bixby wake-up voice command "hi Bixby" does activate the screen though. Why is this not the case for the Google Assistant? The Assistant is activated but you cannot see anything. Is this a Samsung glitch? I already ran all standard procedures.

[MartijnK]

Hi @Retroshift, good evening.

Thank you for reaching out. Have you tried to train your assistent again?

Kind regards, 

Martijn

[Retroshift]

Yes I did that

[MartijnK]

And do you use the Google search widget on your home screen? I just re-trained the Voice Match and the Assistent shows up. Perhaps a session for support on a distance can help you out. Check our website for more information about this: Remote support

Kind regards,

Martijn

[Retroshift]

I do have the Google Search Widget on the home screen. Is this why the Google Assistant doesn't show up in the time-out screen? I retrained the voice match before but it does not change anything. I installed the Smart Tutor remote app. Who do I have to ask for remote control support?

[MartijnK]

Hi @Retroshift, good morning.

No this isn't the case however when your phone is locked you can't open de Google assistent, this is only possible when your phone is unlocked.

Kind regards,

Martijn

[Retroshift]

Hi Martijn. What is the reason you asked me for the Google Search Widget?
You can open Google Assistant with a locked phone, it will even activate the black screen. It only does not allow all the functions because it is locked. My question refers to the fact why Google Assistant - when summoned with "hey google" - can activate the black screen (= make the black screen disappear) (in locked modus) but not the black screen in time-out (unlocked) modus? Can remote control sort this out?

[MartijnK]

I've mis understood the issue, I am sorry for this! I am not sure if my colleagues from the remote support can help you out with this, but we can at least try. When this doesn't resolve the issue you can also send in an error report with our Samsung Members-app 😇

Kind regards,

Martijn

[Retroshift]

Hi Martijn. I have send an error report already. If you nor your colleagues can help, then I don't think remote support will be useful. Thanks anyway