1. Check whether your device is connected to an external device, such as a headset

If your device is connected to an external device, such as a Bluetooth headset or wired headset, disconnect your device from the external device, then try again.

If your phone is connected to a wired headset, go to Settings, search for and touch AI Voice, and disable Wired control. (AI Voice versions that support Wired control: 21.0.14.305 and later)

If AI Voice cannot be found on your phone, it indicates that your phone is configured with an earlier voice assistant version and does not support the Wired control feature. Please skip this step.

2. Wakeup by accidental press on the power button

If your phone wears a protective case, remove the protective case and check whether the power button is squeezed or rebounds when you press it. If the power button does not work properly, it is recommended that you disable the power button wakeup feature. Open Settings, search for Wake with Power button, and disable Wake with Power button.

3. Re-record the wakeup phrase

If your phone supports wakeup phrase customisation, it is recommended that you record a new wakeup phrase in a quiet environment and avoid using frequently used words as the phrase. To record a wakeup phrase, go to Settings, search for and touch Voice wakeup, and go to Wakeup phrase training or Wakeup phrase, and select Custom wakeup phrase to record a new wakeup phrase.

If you cannot find Custom wakeup phrase on your phone, it means your phone does not support this feature.

4. If the issue remains unresolved

If the issue persists or you encounter any difficulties while doing this, please call the Huawei customer service hotline for assistance. We will do our best to address your needs. ​