Google Hub Max stuck on startup screen

[Wendy-B]

Like many other people that have posted on various threads and boards, my Nest Hub Max is stuck on the G screen.  I have tried the unplug 11 times suggestion, the hold down the volume keys suggestion, and the hold down the volume keys while unplugging and plugging in suggestion.  I have changed outlets.  Nothing worked.  After a day of research and trying every suggestion I found, my Hub Max is a brick.

Since this is a known issue that Google is actively working on, what do I need to do to get this fixed or replaced?  We love our Google Hub and have a smart home that relies of this for full functionality!

[David_K]

Those steps aren't recommended anymore but not to worry. Are you using the original power supply and adapter that came with your device? Try these steps:

Nest Hub (1st gen)

1. Plug in the device to a different power source then reboot the device (unplug the power cord, leave it unplugged for 1 minute, then plug the power cord back in).
2. If the issue persists, put the device in recovery mode with these steps:
• Unplug the power cord.
• Hold down the volume buttons and plug in the power cord at the same time.
• Wait for the device to turn on.
• Release the volume buttons.
3. Once the device is in recovery mode, on the back of the device, press and hold both volume buttons together for about 10 seconds.

Nest Hub (2nd gen)

1. Try plugging in the device to a different power source.
2. Attempt a factory data reset. On the back of the device, press and hold both volume buttons together for 10 seconds.

Nest Hub Max

1. Try plugging in the device to a different power source.
2. Attempt a factory data reset. On the back of the device, press and hold both volume buttons together for about 10 seconds.
3. If the issue persists, put the device in recovery mode with these steps:
• Unplug the power cord.
• Hold down the volume buttons and plug in the power cord at the same time.
• Wait for the device to turn on.
• Release the volume buttons.
4. Once the device is in recovery mode, press and hold both volume buttons for 10 seconds.

[Wendy-B]

I have the Hub Max and I have done all of the things you suggested with no success.  Recovery mode was the last thing I tried and I still have nothing past the G logo that pops up a few seconds after power up.  And yes, I am using the original plug that came with it and yes, I’ve tried a new outlet.  All of my Google minis and my Google display in the master bedroom all work fine.  My Hub Max is now unresponsive and unusable.

[Wendy-B]

Based on my research, this is an issue that has been known to Google for a couple of years.  It seems that this has plagued Nest users without a good resolution.  I wanted to be able to fix my display.  We have a Google based smart home and rely on the hub.  I have been attempting and re-attempting the suggested fixes for almost 24 hours now.  I have gotten nowhere.  I am extremely unhappy at the moment because I have a major component of my smart house that has a bug, a bug known to the maker of the device, that has rendered this component unusable.  I refuse to go out and buy another one because then I feel I will be in a cycle of buying one every couple of years.  The solution should not be for me to simply purchase another device.  Google should stand behind their products.  It is disappointing that with all the software engineers and R&D that Google has at its disposal that no one has been able to come up with a fix for this problem or a patch to prevent it.  For a company with the size, resources and reach of Google, this is unacceptable.  

[David_K]

Appreciate you trying those steps. Let me ask a specialist to review this topic and advise on next steps.

[Dan_A]

Hi Wendy-B,

We appreciate all your efforts. 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.

Thanks for helping, davidking!

Best,

Dan

[Wendy-B]

The form has been filled out.

[Dan_A]

Hello Wendy-B,

It might have been when creating a thread that a duplicate emerged, but not to worry, I have already closed it so as not to get confused with the main thread and concern. By the way, we got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Kind regards,

Dan

[Wendy-B]

[Filter: keyword] Wendy-B's post body matched "brick", board "SpeakersDisplays".

Post Subject: Google Hub Max stuck on startup screen

Post Body:

Like many other people that have posted on various threads and boards, my Nest Hub Max is stuck on the G screen.  I have tried the unplug 11 times suggestion, the hold down the volume keys suggestion, and the hold down the volume keys while unplugging and plugging in suggestion.  I have changed outlets.  Nothing worked.  After a day of research and trying every suggestion I found, my Hub Max is a brick.

Since this is a known issue that Google is actively working on, what do I need to do to get this fixed or replaced?  We love our Google Hub and have a smart home that relies of this for full functionality!

Body text "brick" matched filter pattern "brick".

Post by User[id=385103,login=Wendy-B] has message uid 447604.

Link to post: Google Hub Max stuck on startup screen

[Dan_A]

Hi Wendy-B,

Thanks for reaching out. It seems like you created another thread. I'll merge this thread with that one so we can communicate effectively. I suggest that you follow the main one for updates because this thread will be locked automatically once it is merged.

Best,

Dan

[Wendy-B]

I’m confused by this.  I didn’t start a new thread and when I click on your link for the “main” thread, it takes me right back to this one.  I just joined the community today to post this thread.  I haven’t started another one.