Google Home Max restarts when play music at high volume

[arturox]

My Home Max is crashing and restarting after I stream music and level up the volume, sometimes it crash at volume 82, some others at volume 93, it depends on type of music (songs with a lot of bass or a soft song) . I'm using original power cord, I have unplugged the power outlet for about 2 minutes and still have the problem.

Firmware version: 275994

PS: It's the second time I contact Google because I had a first report (case ID: 2-6672000032145) when my Home Max crashed at a lower volume (67 up to 72 aprox), but after the firmware update from v.264660 to v.275994 it still crashes.

[David_K]

Appreciate you sharing your experience. It will no doubt be useful if others are experiencing the same issue. As you already have an existing case number, I've shared this with the Google Nest community team, who can check on possible options and next steps.

[Bcguy]

I am also experiencing the same thing with my google home max. When volume turned up past 70, it will automatically restart.  Which is becoming quite annoying.

[Dorian]

I was also experiencing the same thing with my google home max. Fortunately i find another one and change a power card. It resolve the problem.I can make a howto but im not sure the card is for sale separatly... 

[Dorian]

Switching power supply
Model:
7############

[Bcguy]

Are you saying the power cord needs to be replaced, and then it should work fine?

[Dorian]

No, it's not the power cord, it's a switching power supply card. I gave the model number but its crypted. https://fccid.io/MSIP-REM-AIL-7############ 

[arturox]

Finally got an email from Google but I was expecting a better answer:

It seems that your Google Home Max is not receiving enough power. You may discharge your device by unplugging the power cord it and from the power outlet for 20 seconds. If issue persists, try a different power cord. You can refer to the link below to check the power specifications of a Google Home Max power adapter: Google Nest and Home device specifications

---

I live outside the US so is very difficult for me to find a power cord that can fit the Google Home Max

[Jake]

Hey all,

I wanted to check in and see if you had any questions from here? Please let me know, as I would be happy to assist, and answer any you may have.

Best regards,
Jake

[Bcguy]

Hi Jake,

I continue to have the same issue with my google max. As soon as the volume is turned higher than 70% it will automatically restart in its own.

Any help or ideas of what I can do to correct this would be greatly appreciated. 

[keogan]

same!! I haven’t been able to find anyone else with this issue. 

[arturox]

In a previous post I copied the official answer from Google:

It seems that your Google Home Max is not receiving enough power. You may discharge your device by unplugging the power cord it and from the power outlet for 20 seconds. If issue persists, try a different power cord. You can refer to the link below to check the power specifications of a Google Home Max power adapter: Google Nest and Home device specifications

So with that answer I proceeded to buy a new power cord and I have the same issue, it restarts when I power up the volume.

Here is a sample song I have used to make the test

https://open.spotify.com/track/1UaaVPtlo795n1hWqHpOYS?si=TlJ7-JfQTReIAvAMzUdejw

At 23 seconds of the song it restart when volume is higher more than 70%

[Jake]

Hey all,

I am truly sorry for the trouble and frustration that you are having with the device, and for the late reply. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[arturox]

I have filled out the form, hope anyone can figure out what is happenning

[Jake]

Hey there,

It looks like we received your filled out form, and we have passed this on to the correct team, where they will be reaching out to you about your issue in 24 hours. I'm going to go ahead and lock the thread at this time.

Best regards,

Jake

[WolfD16]

I have the same issue, I replace a power cord as instructed. It still shuts down  around 70% volume.

is there a fix that doesn’t involve changing the power cord.

[keogan]

no, I think the issue is internal. I’ve been using it with the 70% volume limit for a year now 😞