topic Re: Nest Hub Max stuck on 'finding joining device' in Speakers and Displays

Nest Hub Max stuck on 'finding joining device'

MSM01 — Sat, 24 Sep 2022 01:10:01 GMT

Nest Hub Max stuck on 'finding joining device'. We've tried rebooting.

It is 'found' by Google Home app. Then google home can't add it (keeps saying 'loading'). Then Hub keeps saying 'looking for joining device to help connect'. . .then it says 'cant connect'

Re: Nest Hub Max stuck on 'finding joining device'

MplsCustomer — Sat, 24 Sep 2022 02:42:16 GMT

@MSM01

The challenge you have is that Google Nest does not tell you which of your existing Google Nest devices is the "joining device" or "assisting device". (The "assisting device" is supposed to provide the new device with the Wi-Fi network name [SSID] and password, to save you the trouble of entering it, but the process often seems to fail,) There are many posts about this dilemma. Some have had success moving the device they're trying to install (like your Nest Hub Max) closer to another Google Nest device during the install. Some have turned off all of their existing Google Nest devices during the install. Others have created a temporary second Google Nest "home", added the new device there, then removed it from that "home" and added it to their original "home" and then deleted the now-empty second "home". The last two workarounds seem designed to get Google Nest to treat the install as an installation of the first Google Nest device at our location and thereby let you enter the Wi-Fi network name (SSID) and password instead of getting them from the unreachable "assisting device".

Re: Nest Hub Max stuck on 'finding joining device'

MSM01 — Sat, 24 Sep 2022 03:36:05 GMT

thank you...we did a separate home and we've now got it to 'join' . but after we view the camera live once, home app can't seem to ever re-connect to the camera. the camera page on the home app is just black , constantly "connecting". may be time to just return this thing and stick with small size. thank you though.

Re: Nest Hub Max stuck on 'finding joining device'

MplsCustomer — Sat, 24 Sep 2022 15:34:13 GMT

@MSM01

If your Nest Hub Max is in a location where there is good Wi-Fi signal strength and it's behaving like this, then it does sound like you should return it or contact Google Nest Support (https://support.google.com/googlenest/gethelp?hl=en) for a replacement. We're happy with our Nest Hub Max and have not seen issues like this.

Re: Nest Hub Max stuck on 'finding joining device'

Jake — Thu, 29 Sep 2022 19:05:32 GMT

Hey MSM01,

I wanted to check in and see if you managed to see MplsCustomer's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Thank you so much MplsCustomer for the helpful reply.

Best regards,
Jake

Re: Nest Hub Max stuck on 'finding joining device'

MSM01 — Thu, 29 Sep 2022 19:14:20 GMT

Thank you, yes. I have an open case with Google Support now. They want a video of the issue -not sure how to take a video of my phone while using the Home app on the phone! Will probably do screenshots. If that doesn’t work, back it goes to the store. Thank you again.

Re: Nest Hub Max stuck on 'finding joining device'

Captain565 — Fri, 30 Sep 2022 03:17:37 GMT

Sane thing here...connecting to joining device...oops something went wrong!

Both hub max units can not join nest aware. ! was previously and I stopped it. Google has serious issues with the method of implementation. Frustrating beyond belief

Re: Nest Hub Max stuck on 'finding joining device'

Azarco — Thu, 06 Oct 2022 22:18:47 GMT

Hey folks,.

MSM01, thanks for letting us know and glad to hear you're now being assisted by our support team.

Captain565, have you tried the steps above? Did reinstalling your Google Home app work? Have you had the chance to reset your Google Nest Hub Max?

Best,

Alex

Re: Nest Hub Max stuck on 'finding joining device'

Captain565 — Thu, 06 Oct 2022 22:26:02 GMT

Yup have done it all. I have installed the Hello Door Bell countless times, and always get failure on either of the Hub Max devices. This implementation of joining the nest cam is terrible. I have all but given up, and will not be moving forward with Nest security Cams indeed. Even after creating new homes and only trying to add the Hub Max to Nest Cam…zero. This system is broken.

thanks

Re: Nest Hub Max stuck on 'finding joining device'

Azarco — Thu, 06 Oct 2022 22:40:11 GMT

Hey Captain565,

We understand how difficult this is for you. If you wish to continue troubleshooting your device, could you fill out this form and let us know once you're done? Also, kindly provide the cast firmware and software version of your Google Nest Hub Max.

Thanks,

Alex

Re: Nest Hub Max stuck on 'finding joining device'

Captain565 — Thu, 06 Oct 2022 22:52:35 GMT

Done

both are in the same firmware. I just joined preview on both…

Re: Nest Hub Max stuck on 'finding joining device'

Azarco — Fri, 07 Oct 2022 20:22:32 GMT

Hi there,

We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Let us know once you receive their email.

Cheers,

Alex

Re: Nest Hub Max stuck on 'finding joining device'

Azarco — Mon, 10 Oct 2022 21:16:06 GMT

Hey MSM01,

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best,

Alex

Re: Nest Hub Max stuck on 'finding joining device'

Captain565 — Mon, 10 Oct 2022 21:21:02 GMT

I filled out the form as requested and am waiting on something from your end.

now you want to lock the thread?

how much sense does that make?

Re: Nest Hub Max stuck on 'finding joining device'

Azarco — Mon, 10 Oct 2022 22:14:23 GMT

Hey Captain565,

We already forwarded your case to our team. Keep track of your inbox as our team will be emailing you soon for more details.

Thanks,

Alex

Re: Nest Hub Max stuck on 'finding joining device'

Captain565 — Wed, 12 Oct 2022 23:38:41 GMT

How long does it take for the “team” to get back to me?

is it as quick as Google auto renewing my useless nest aware subscription today?

Thanks

Re: Nest Hub Max stuck on 'finding joining device'

Captain565 — Thu, 13 Oct 2022 16:39:22 GMT

Anyone? Anyone?

Re: Nest Hub Max stuck on 'finding joining device'

Captain565 — Fri, 14 Oct 2022 10:28:55 GMT

i fixed it myself. I highly doubt even Google knows this. Here we go!

regarding factory reset…it’s a must, but try this little trick, and it will work as it worked on both my hub max units. Hold the 2 volume buttons though the verbal warning but…keep holding until reboot, and a whole other factory reset option comes up! That’s the one that actually wipes it out clean! When it reboots…it magically gets a firmware update and nest cam sets up successfully afterwards. The second hub max had to go through nest cam install twice, but it still worked like a charm!

Re: Nest Hub Max stuck on 'finding joining device'

Captain565 — Fri, 14 Oct 2022 10:29:48 GMT

i fixed it myself. I highly doubt even Google knows this. Here we go!

Re: Nest Hub Max stuck on 'finding joining device'

MSM01 — Fri, 14 Oct 2022 20:35:44 GMT

The WORST customer experience ever! After all this to/fro , nothing works (but thank you Captain 565 - Tried your method as well)....The "higher" beings at Google can't be reached by customer OR by their own tech staff (email only) Now the device is out of the Best Buy return window.; and we're stuck with a $200 piece of junk! Google's support line just says 'we'll work on the best resolution for you." "Give me my money back". "We'll work on the best resolution for. you" . . .There's a reason we're an apple family -- should've stayed there.