CANT RESET HUB MAX

[James2013]

I have a Hub Max that's roughly 1yr old. About 2 weeks ago it restarted on its own and has been frozen on the white screen with the colored G logo. I've done the power cycle 10x fix as well as the hold the buttons down for 10seconds multiple times. 

Has anyone found a solution to this issue I've seen it in a lot of chats. I have my entire home Google with about 20 hubs, speakers, cameras, Chromecasts, etc. Gonna be really bummed if this is going to become a thing lol any help would be awesome!

[David_K]

Are you referring to these steps? It's quite a specific process unfortunately and you do it for a total of 11 times.

1. At the back of the display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with the G logo shows up.
2. Repeat step one 10 more times (for a complete total of 11 times).
3. After plugging the power cord back in for the 11th time, wait a few moments for the device to reset.
4. It should announce “Welcome to Google Home” to let you know it’s ready to set up.

[Azarco]

Hey James2013,

Thanks for clarifying the steps, davidking!

If the issue persists after you performed the steps above, I'd like to ask for additional details:

• Have you tried plugging the device to a different power outlet? 
• 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?

Keep us posted!

Best,

Alex

[Azarco]

Hey there,

Checking back in to see if the troubleshooting steps shared help. Let us know by updating this thread, and the Community will be happy to lend a hand.

Thanks,

Alex

[Azarco]

Hello James2013,

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.

Regards,

Alex

[James2013]

Yes ive tried this exact process (even went as far as using a stop watch to make sure the 10 seconds were followed) dozens of times. ive also tried the holding the volume buttons down before plugging in, after white screen and waiting for a bit then doing it and no dice. NO power outage or issues before or leading up to this i just walked into the room one afternoon and it was loading like it had just updated and went to and is stuck on the all white screen with the colored G

[Azarco]

Hey there,

That certainly hasn't been easy for you. Could you fill out this form and let us know once your're done?

Best,

Alex

[Azarco]

Hey James2013,

We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Thanks,

Alex

[James2013]

I've done all the recommendations dozens and i mean dozens of times prior to and after this post (this has been a issue for about a month now) and it doesn't recognize anything. power cycling and trying to hold the buttons to hard reset does nothing; it doesnt recognize the buttons are pressed. $300, less than 9 months old and  can't get the best buy to exchange or warranty it. Is it currently unplugged because the white screen is too bright to just leave on afraid it'll damage the display further?