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Visitor
Posts: 5
Registered: ‎05-01-2018

Smart Speaker - doesn't like my phone?

I've bought two of these.  I have a Google Pixel phone.  Both appear fine in the Google Home app on the phone, but only one connects and completes setup.  The other spins around for a while and then tells me it couldn't connect.  I could never set it up with Google Home app on this Pixel.  I was able to get one of my tablets to connect to it and set up through the Google Home app.  Not ideal, but as a workaround, it gets the device up and running.

 

Now the problem with this:  These devices work as a chromecast so that (theoretically) I can stream music or podcasts from my phone to the smart speaker by using the "cast" button in the podcasting app.  Only the one that worked earlier with the Pixel will do this, while the other that had setup problems can't.  Clearly, this specific smart speaker doesn't want to work with this phone, while the other likes my phone just fine.  That's going to be a problem because I do want to chromecast to either speaker depending on where in the house I am.

 

I'm suspecting some kind of WiFi defect in the one device?  Both are up to date and show the same firmware version and casting version.  Is there something else I can try to get this thing to see my phone?  If not, I'm going to go exchange it and hope for one that works with my phone, because that's a pretty essential feature I'm going to need.

 

Posts: 8,421
Topics: 381
Kudos: 585
Solutions: 356
Registered: ‎09-29-2008

Re: Smart Speaker - doesn't like my phone?

Hello chrisjones2112,

 

Welcome to Community@Insignia!

 

I'll be happy to look into this for you if you will please reply with your product model number.

 

Regards,

John

Insignia Support

John|Social Media Specialist | Best Buy® Corporate
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Visitor
Posts: 5
Registered: ‎05-01-2018

Re: Smart Speaker - doesn't like my phone?

This is NS-CSPGASP.  

 

 

Posts: 8,421
Topics: 381
Kudos: 585
Solutions: 356
Registered: ‎09-29-2008

Re: Smart Speaker - doesn't like my phone?

Hello chrisjones2112,

 

Thank you for the update. 

 

I apologize for being a nuisance, but there are three different smart speakers with similar model numbers: NS-CSPGASP2, NS-CSPGASP-B, and NS-CSPGASP-G. Which of these do you have?

 

Regards,

John                

Insignia Support

John|Social Media Specialist | Best Buy® Corporate
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Visitor
Posts: 5
Registered: ‎05-01-2018

Re: Smart Speaker - doesn't like my phone?

I had left that last digit off assuming it was indicative only of the color of the unit, but mine are  NS-CSPGASP-B.  

 

Posts: 8,421
Topics: 381
Kudos: 585
Solutions: 356
Registered: ‎09-29-2008

Re: Smart Speaker - doesn't like my phone?

 

Hello chrisjones2112,

 

Thank you for sharing the needed information. 

 

There are some troubleshooting steps outlined in product FAQ. For the purposes of troubleshooting the device with which you've encountered difficulty, I would recommend removing the original speaker from your phone's list of Bluetooth devices.

 

Please let me know how it goes.

 

Regards,

John

Insignia Support

John|Social Media Specialist | Best Buy® Corporate
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Visitor
Posts: 5
Registered: ‎05-01-2018

Re: Smart Speaker - doesn't like my phone?

Hi John,

 

Let me clarify a few points.

 

Bluetooth has never been initiated at all -- no device, including the phone, has been connected to it via Bluetooth, so there is nothing to remove from the phone's list.  Unfortunately none of the issues listed in the PDF describe my problem.  The closest is "unable to see speaker in Google Home app", but seeing it isn't the problem -- setting it up is.

 

The process has been as follows (and reproduced a second time after doing a factory reset on the speaker):

* Plug the speaker into the wall outlet

* Open the Google Home app on my Google Pixel XL phone

* See the speaker in the Google Home app with the correct status of "Device needs to be set up" (we're now using WiFi radios to do the setup from here on)

* Choose to set up the speaker

* Watch the bouncing graphics for a while

* Eventually, after 2 minutes or so, it fails with a message indicating that it failed to authenticate the Chromecast (or something like that -- I'm not at home to reproduce the error and I forgot to grab a screen shot).  That's an odd error, but it's the one that comes up repeatedly.

* I can get it set up with my tablet, and that otherwise is fine, but then I run into another problem....

* Once it is set up using the other device, trying to cast to it (using its Chromecast feature) also won't work using the same phone.

 

So the phone connects properly to literally every single other WiFi device I've ever tried, including a second Insignia Smart Speaker (same model) that I purchased at the same time, a Google Home Mini, two different first generation Chromecast dongles, a number of different WiFi routers, my Harmony hub, several smart plug devices, a Ring video doorbell, a Nest thermostat, etc. -- so the phone itself is unlikely to be the immediate problem.  That it successfully activates and casts to a second unit of the same model number tells me something is different about this particular speaker unit rather than something being broken in the phone. 

 

Also, I'm doubting WiFi as the problem because it sees the speaker, and I can even "connect" to it manually while it's in setup mode and appearing in my WiFi listing.  I cannot, however, get that setup to complete.  The "failure to authenticate Chromecast" type error is the oddity here. 

 

My hope, again, is that you guys have seen that and know of some simple trick to get around that problem, so that I don't have to run back to Best Buy this weekend to exchange the troublesome unit.  I do need to cast to both of these -- that's how I'm going to be listening to podcasts in each room. It is possible that I've just gotten a unit with some kind of defect, but I'm hoping not.

Posts: 8,421
Topics: 381
Kudos: 585
Solutions: 356
Registered: ‎09-29-2008

Re: Smart Speaker - doesn't like my phone?

Hello chrisjones2112, 

 

Thank you for your message and sharing the additional details.

 

I heard from our engineers and the consensus is the unit is defective. I'd recommend returning it to the retailer for an exchange.

 

I apologize for the inconvenience.

 

Regards,

John

Insignia Support

John|Social Media Specialist | Best Buy® Corporate
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Visitor
Posts: 5
Registered: ‎05-01-2018

Re: Smart Speaker - doesn't like my phone?

No big deal.  I'll be able to drop by Best Buy this weekend.  I appreciate your consultation with your engineer -- confirming the likelihood of a defect and dealing with it directly is preferable to further troubleshooting if no ultimate solution is likely.  Defects can happen in anything electronic so I'm fine with exchanging it.  Thank you for the help, again!