Google Hub Max

[booblesummer22]

Hello,

My Google Hub Max suddenly stopped working and gets stuck at the G icon. Please Help!!!

Thanks & Regards,

Bhanu

[Muddi]

Hi booblesummer22,

Thanks for visiting the Community.

I know how challenging it is to not have a working device when needed. Let's dig deeper into this.

• When was this issue (stuck on gray 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? 
• What are the troubleshooting steps you've already tried? 

Please try these steps below:

1. 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
2. Repeat the first step, 10 more times.
3. After you plug 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.

Cheers,

Muddi

[Muddi]

Hey booblesummer22,

How's your Nest Hub Max? Did those steps help?

Cheers,

Muddi

[joster]

I have the same problem after the 8/24 you all pushed to my hub. I tried now 15 times and even moved it to another outlet using the factory cord it came with (all suggestions from September and October 21 when you all pushed another update and caused all the same issues with many nest hub max’s.

[Princesss]

Hi joster,

Thanks for updating us. Could you please provide your Google Nest Hub Max' firmware version?

To check which firmware version you're on, follow these steps:

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

Best,

Princess

[booblesummer22]

Firmware Version: 295170

Cast Firmware: 1.56.295170

[Princesss]

Hi booblesummer22,

Thanks for the additional info. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Best,

Princess

[Princesss]

Hi booblesummer22,

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