Google Home Max Speaker

[pskuce]

Hi 

We've had your Google Home Max for about 2 years and recently its stopped working. It just says "sorry there was a glitch and to try again in a few seconds" which of course it doesnt work again.

We've tried re--setting everything mutliple times and re-installing the app. It has worked when we've done a complete re-set but then we'll be back to the same error the next day.

Any suggestions would be greatly appreciated!

[Azarco]

Hey pskuce,

Thanks for reaching out and that certainly hasn't been easy for you.

A few questions: are you using a private or public network? If private, do you have a dual-band router? To isolate the issue, could you try setting up your Google Home Max using a different network like mobile hotspot?

Keep us posted!

Best,

Alex

[pskuce]

Hi Alex,

Thanks for the advice! I'm on a private (home) network. Not sure about the router but I'll ask my provider and see if they can help. 

Thanks again!

[Azarco]

Hey pskuce,

Thanks for letting me know. You can also ask your provider to check your router settings. (AP isolation must be disabled and UPnP must be enabled). 

We'll be waiting for your update.

Cheers,

Alex

[Azarco]

Hi pskuce,

How's it going with your Google Home Max? Have you had the chance to contact your Internet Service Provider for your network settings? 

Thanks,

Alex

[Azarco]

Hey pskuce,

I haven't heard from you in a while so I'll be locking this thread in 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. 

Regards,

Alex

[pskuce]

HI Sorry for the delay! I've been working with my internet provider to get a new modem however it seems to be taking longer than anticpated. 

The modem I have currently doesnt have a 2.4 frequency which sounds like that is the issue. Is it true that the Google Home Max connect connect to a 5g frequency?

[Azarco]

Hey pskuce,

Thanks for getting back to us. Google Home Max is compatible with either 2.4 or 5 GHz networks. A 2.4 GHz connection travels farther at lower speeds, while 5 GHz frequencies provide faster speeds at shorter range. Your choice of 2.4 GHz or 5 GHz will depend on where and how you use your WiFi connection most. You can check  your router settings. (AP isolation must be disabled and UPnP must be enabled). Also, try setting up your speaker using a different network to isolate if it is a network related issue.

Best,

Alex

[pskuce]

Hi 

Ok good to know. I've tried to connect it to my phone when I hot spot it, however it doesnt seem now to find any networks (even when I try to input my hot spot). Could there be something wrong with the connection on the speaker?

[Azarco]

Hey pskuce,

Here are the steps on how to set up your device using a mobile hotspot:

(You would need 2 mobile devices: 1st is for the Google Home app and 2nd will act as a Wi-Fi network using mobile hotspot) 

1. Turn on the mobile hotspot of your 2nd mobile device. 

2. Reset your Google Home Max to its default settings. 

3. Make sure your 1st device is connected to the mobile hotspot of your 2nd mobile device. 

4. Re-run the setup on your Google Home app and choose your mobile hotspot as the network to set it up.

If the issue persists, please provide us the cast firmware version of your Home Max. Also, where and when did you purchase it?

Thanks,

Alex

[pskuce]

Hi Alex,

Just went through those steps and it could not find my hotspot (it did as usual pickup my existing internet - it will likely lose connection tomorrow - but could not connect to the cloud). 

Cast Firmware: 1.56.275994

I bought it from Best Buy in Canada in June of 2019

[Azarco]

Hey pskuce,

This may not be the answer you're looking for, since we exhaust all possible troubleshooting our next step is to replace your device. However, based on the year you purchased your Google Home Max, we're sad to say that it's already out of warranty. 

Best,

Alex

[Princesss]

Hi pskuce,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

[Princesss]

Hi there,

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

[pskuce]

HI hope all's well.

Well I havent made any progress. Sounds like its an issue with the speaker and the last post said it was too late to get an exchange or refund. Not sure what else can be done at this point. Disspointed for sure.

[Princesss]

Hi pskuce,

Thanks for updating us. May I know what country are you located at? If you're located in the US or Canada, warranty is only one year from the date that you purchase your device. You can check all the details on this link. 

Best,

Princess

[Princesss]

Hi pskuce,

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

Best,

Princess

[Muddi]

Hey pskuce,

Just bumping in to make sure that you've seen our responses. I'll be locking this thread if we won't hear back from you again in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,

Muddi