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  1. Kyle J's Avatar
    I just bought an Icon from Amazon a few weeks ago and love the phone! However, since I bought it, I have been missing the Hey Cortana option in settings. I didn't think much of it at first because I planned to update from 8.1 to 10 and hoped the feature would be readded. However, I updated yesterday and am still missing the Hey Cortana option. Both my language and region are we to US/English. Any ideas? Thanks.
    07-17-2016 11:11 AM
  2. Indistinguishable's Avatar
    Hate to ask the easy questions - but it's always good to eliminate them as first troubleshooting options. Did you do a search for it in settings? It should show up.

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    07-17-2016 05:51 PM
  3. Kyle J's Avatar
    Yeah, nothing shows up. I found the store listing by following a link in a previous article but it says that Tue app must be installed on my phone:s hard drive and is restricted by my phone's business settings (something like that), but it's a personal phone, linked to my personal Microsoft account only.
    07-17-2016 07:33 PM
  4. Indistinguishable's Avatar
    Yeah, nothing shows up. I found the store listing by following a link in a previous article but it says that Tue app must be installed on my phone:s hard drive and is restricted by my phone's business settings (something like that), but it's a personal phone, linked to my personal Microsoft account only.
    I'm not sure i'm following your drift here. There is no app for Hey Cortana. It comes with the Icon on WP8.1 with Denim, or with Windows 10 Mobile. It's a built in feature.
    07-17-2016 10:52 PM
  5. Kyle J's Avatar
    07-18-2016 08:42 AM
  6. Shamshi-Adad's Avatar
    Yeah, nothing shows up. I found the store listing by following a link in a previous article but it says that Tue app must be installed on my phone:s hard drive and is restricted by my phone's business settings (something like that), but it's a personal phone, linked to my personal Microsoft account only.
    On my ICON 929 Hey Cortana is in SETTINGS scroll all the way down to EXTRAS.I got nothin' else to offer ya.
    Peace. Alan
    MS Lumia ICON 929 [W10 M Insider Preview, Redstone 14390.0]
    07-18-2016 09:27 AM
  7. Indistinguishable's Avatar
    Kyle - what happens when you do a search for 'Hey Cortana' in the settings section of your phone as I did?
    Shamshi-Adad likes this.
    07-18-2016 09:38 AM
  8. RumoredNow's Avatar
    Both my language and region are we to US/English. Any ideas?
    Region, Language and SPEECH all need to agree...

    http://answers.microsoft.com/en-us/m...e-3fde582aecd4
    07-18-2016 10:53 AM
  9. Kyle J's Avatar
    Originally posted by Indistinguishable
    Kyle - what happens when you do a search for 'Hey Cortana' in the settings section of your phone as I did?
    Nothing shows up 😪

    Originally posted by RumoredNow
    Originally Posted by Kyle J
    Both my language and region are we to US/English. Any ideas?

    Region, Language and SPEECH all need to agree...

    http://answers.microsoft.com/en-us/m...e-3fde582aecd4
    Spanish and French are installed, but US English is the default for speech.
    Last edited by xandros9; 07-18-2016 at 04:30 PM.
    07-18-2016 03:41 PM
  10. Indistinguishable's Avatar
    Spanish and French are installed, but US English is the default for speech.
    What is your region set to? You can check this by typing "region" into the settings search bar.
    07-19-2016 08:14 AM
  11. Kyle J's Avatar
    Originally posted by Indistinguishable
    Originally Posted by Kyle J
    Spanish and French are installed, but US English is the default for speech.
    What is your region set to? You can check this by typing "region" into the settings search bar.
    United States
    07-19-2016 03:39 PM
  12. Indistinguishable's Avatar
    So if your region, language, and speech are all set correctly, then i'm a bit stumped.

    Have you tried a soft reset with all those settings in the right place?


    The soft reset is the same thing as pulling your battery (on devices where that is possible). This method will not remove anything at all from your phone and is completely safe to attempt in any problem situation.
    You perform the soft reset by having your phone turned on. Then press and hold the volume down + power buttons until your phone vibrates and restarts. Note that you should not touch the device screen during the process (not even when the 'slide down to power off' prompt appears).
    Shamshi-Adad likes this.
    07-19-2016 10:52 PM
  13. David Feifer's Avatar
    Hmm, just tried this on mine as well. For the last couple of builds the option was missing though when I click on it now it says "this option is not available for your phone".
    07-20-2016 03:30 PM
  14. Shamshi-Adad's Avatar
    Hmm, just tried this on mine as well. For the last couple of builds the option was missing though when I click on it now it says "this option is not available for your phone".
    That's strange. I'm on an ICON 929 on Verizon Wireless and I have it and have had it for quite a while.
    I hate to tell someone they need a Hard Reset. Its best you guys wait for the Big Dogs to get back to you.
    Peace. Alan
    MS Lumia ICON 929 [Win10 M, Insider Preview, Redstone 14393.0]
    chefster74 likes this.
    07-20-2016 03:55 PM
  15. Kyle J's Avatar
    Thanks for all your help so far!!!! After the soft reset, I'm still missing the option 😪. I'm not able to do a hard reset right now, but if there aren't any other ideas (?) I'll try it within the next week (or two).
    Shamshi-Adad likes this.
    07-21-2016 09:23 PM
  16. chefster74's Avatar
    You definitely need to do a hard reset, the thing we all fear the most. I did it to fix some issues I found on the Verizon w10. I believe you have to get hey cortana on 8.1 and then go to whatever way you want. There's plenty of info on this great site about it.
    I've had it with no problems, in fact I just spoke with her.
    Shamshi-Adad likes this.
    07-21-2016 11:00 PM
  17. Indistinguishable's Avatar
    You definitely need to do a hard reset
    I hate to say it, but I believe he's right. It's unfortunate, but stuff like this happens with technology.

    Hard Reset
    The hard reset will bring your phone back to factory settings, the same state as when the device was first turned on. All apps, messages, media, personal settings, etc will be removed from the phone. If backup is turned on under Settings, you can restore your apps and settings after performing a hard reset (as long as you initialize the phone with the same Microsoft Account). Note that resetting your device will not remove any OS or firmware updates. You will remain on the same version of Windows Phone after the reset.
    If you can TURN ON your device you can reset your phone under Settings: Settings > about > reset your phone


    If you can't open your device because of a forgotten PIN (or similar), you can use the button method: Press and hold the power-, volume-down- and camera buttons until the phone vibrates. Then release the power-button and keep the other two buttons pressed for another five seconds. The phone should reset to factory settings.
    Shamshi-Adad likes this.
    07-22-2016 09:08 AM
  18. Shamshi-Adad's Avatar
    Thanks for all your help so far!!!! After the soft reset, I'm still missing the option . I'm not able to do a hard reset right now, but if there aren't any other ideas (?) I'll try it within the next week (or two).
    The longer you wait the more it'll hurt to start. Git yerself a pint of Jack Black and a shot glass. Sit down at the kitchen table and start the process.
    One thing EVERYONE will tell you, once you've completed the process, you'll be glad you did.
    Peace. Alan
    MS Lumia ICON 929 [Win10 M, Insider Preview, Redstone 14393.0]
    jayblazer likes this.
    07-22-2016 10:51 AM
  19. David Feifer's Avatar
    Did a hard reset on Thursday and still have the same issue so will just wait. I don't really use it all that much anyways.
    Shamshi-Adad likes this.
    07-25-2016 01:11 PM
  20. Shamshi-Adad's Avatar
    Did a hard reset on Thursday and still have the same issue so will just wait. I don't really use it all that much anyways.
    I'm so sorry, David. The Hard Reset is the last recourse. Oh well... now you know the pain of it. If it ever comes to a Hard Reset again you'll just fly through it - no Jack Black needed.

    Peace. Alan
    MS Lumia ICON 929 [Win10 M, Insider Preview, Redstone 14393.3]
    07-25-2016 01:46 PM
  21. Whisker's Avatar
    I had the same issue and the only solution I found was to restore all the way back to 8.1 with the recovery tool, enable Hey Cortana, then do the upgrades. It was the only thing that worked for me after trying many other things. Have fun!
    Shamshi-Adad likes this.
    07-28-2016 11:15 AM
  22. mrsmac717's Avatar
    Thanks to everyone for all the suggestions. I have the same issue. Language, speech and region all set to United States. I even tried a switch to English U.K. and then a switch back which did not work either. I used Hey Cortana on 8.1 on a regular basis. I have done a hard reset. Hey Cortana does not show up under Extras and a phone search returns nothing. I might try another hard reset or just wait and see what anniversary update brings. Hope it works, I really miss it.
    07-29-2016 02:09 PM
  23. mrsmac717's Avatar
    Just did another hard reset and it worked -- I'm happy to have Hey Cortana working again.
    Shamshi-Adad likes this.
    08-01-2016 03:52 PM
  24. C LaBelle's Avatar
    Mine shows the option under Settings but it says Cortana needs to be turned on (it's been on, use it every day) and it shows a link to Cortana settings but when I go there I can't find a On/off setting at all.
    08-02-2016 05:27 PM
  25. Kyle J's Avatar
    I finally got around to doing a hard reset and it worked in the sense that I can see the hey Cortana setting, but it says I must enable/turn on Cortana first. Unfortunately, Cortana is already on. Any ideas? 🙂
    08-06-2016 04:09 PM

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