topic Re: Hub max won't reboot in Speakers and Displays

Hub max won't reboot

Linluvsbirda — Tue, 12 Jul 2022 09:51:13 GMT

My device won't offline. It is stuck at the G logo. I've turned it off, unplugged for 10 seconds multiple times, rebooted with holding volume buttons down and it does nothing. I tried to reset it through app but since it's offline it can't.

Re: Hub max won't reboot

Muddi — Wed, 20 Jul 2022 12:41:45 GMT

Hey Linluvsbirda,

Thanks for sharing details about the issue. My apologies for the delays.

I know how challenging it can be to not have a working device when needed. A few questions: when and where did you purchase your Google Nest Hub Max? When was this issue (stuck on the G logo) first noticed? Was the device already in this state when you first discovered it? If no, were you in the middle of interacting with the device when it happened? If so, what were you trying to do? Did you unplug the device or was there a power outage shortly before you discovered this issue?

Looking forward to your response.

Cheers,

Muddi

Re: Hub max won't reboot

Linluvsbirda — Sat, 23 Jul 2022 14:36:51 GMT

The hub was purchased from Kohls in December 2019. The issue was firsts discovered about 2 weeks ago when I first created the post. I came downstairs to the kitchen where it was and saw it on the logo at about 4:45 am and according to my Nest app it had gone offline about a half hour before...but none of my other cameras had nor did I lose internet. I only unplugged the device after the issue was there and I was troubleshooting. There was no power loss to the house.

Re: Hub max won't reboot

Azarco — Mon, 25 Jul 2022 18:31:17 GMT

Hey Linluvsbirda,

Give these steps a try:

At the back of the Nest display, unplug the power cord and wait for 10 seconds, then plug it back in and wait until the screen with the "G" logo shows up.
Repeat the first step, 10 more times.
After the customer plugs the power cord back in, wait for the device to reset. The device announces "Welcome to Google Home" to signify that it's ready for setup.
If the issue persists, could you send us the cast and software firmware version of your Google Nest Hub Max?

Best,

Alex

Re: Hub max won't reboot

Princesss — Thu, 28 Jul 2022 23:13:07 GMT

Hi Linluvsbirda,

We just want to check if you have seen our response on the previous post? Let us know if you have additional questions, otherwise we'll be locking the thread.

Best,

Princess

Re: Hub max won't reboot

Princesss — Fri, 29 Jul 2022 23:25:32 GMT

Hi Linluvsbirda,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.

Best,

Princess

Re: Hub max won't reboot

Linluvsbirda — Fri, 29 Jul 2022 23:38:31 GMT

I did reply yesterday but it seems to not be there. I asked how and I supposed to get the firmware version if I can't get into the device.

Re: Hub max won't reboot

Princesss — Sat, 30 Jul 2022 01:46:14 GMT

Hi Linluvsbirda,

If your device is still set up, you can get the firmware version by following these steps:

Make sure your mobile device or tablet is linked to the same account as your speaker or display.
Open the Google Home app .
Touch and hold your device's tile.
At the top right, tap Settings Device information.
Under "Technical information," find Cast firmware: X.XXX.XXXXX.

Let me know how it goes.

Best,

Princess

Re: Hub max won't reboot

Linluvsbirda — Sun, 31 Jul 2022 16:00:21 GMT

This information is not accessible. There is no device settings tab. I'm guessing because it isn't connected to the wifi it can't be seen. It only shows as offline.

Re: Hub max won't reboot

Linluvsbirda — Sun, 31 Jul 2022 16:02:32 GMT

Actually, I just figured out how to get to it. It's not the device title I have to click on, it is the room, then it gives me the option to click the device name and settings. So, teh info is:

system firmware version: 295071

cast firmware: 1.56.295071

Re: Hub max won't reboot

Seth_jordan — Sun, 31 Jul 2022 19:14:42 GMT

I had the same issues they told me they can’t do anything even tho it is clearly a software issue.

Re: Hub max won't reboot

Azarco — Sun, 31 Jul 2022 20:16:03 GMT

Hey Linluvsbirda,

Thanks for the additional information. Can you also check if you can provide us the software version of your Nest Hub Max?

Seth_jordan, did you contact our support team? If so, can you share your case ID so that we can check your interaction?

Best,

Alex

Re: Hub max won't reboot

Linluvsbirda — Sun, 31 Jul 2022 20:55:51 GMT

No clue how to find software version. Only found firmware version.

Re: Hub max won't reboot

Azarco — Sun, 31 Jul 2022 22:00:44 GMT

Hey Linluvsbirda,

Got it. We'd like to take a deeper look into this — could you fill out this form and let me know once you're done?

Thanks,

Alex

Re: Hub max won't reboot

Linluvsbirda — Sun, 31 Jul 2022 23:58:29 GMT

I've filled this form out before and no one has reached out to me except through this thread.

Re: Hub max won't reboot

Muddi — Mon, 01 Aug 2022 13:20:07 GMT

Hey Linluvsbirda,

Chiming in - looks like we haven't received the form. Please try filling out the form again and let us know once done so we can forward it immediately to the team.

Looking forward to your response.

Cheers,

Muddi

Re: Hub max won't reboot

Muddi — Thu, 04 Aug 2022 13:37:36 GMT

Hey Linluvsbirda,

I'm just checking in if you are able to fill out the form?

Cheers,

Muddi

Re: Hub max won't reboot

Princesss — Sat, 06 Aug 2022 00:39:28 GMT

Hi Linluvsbirda,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.

Best,

Princess

Re: Hub max won't reboot

Princesss — Sun, 07 Aug 2022 03:08:25 GMT

Hi Linluvsbirda,

We've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Best,

Princess