Google Hub Max touchscreen still doesn’t work after factory reset

[Amorisato]

I’ve tried rebooting. I’ve unplugged it. I’ve removed it from my home account. And now I have factory reset it, but the touchscreen will not work and now I can’t even finish setup. Please help.

 

[LovelyM]

Hello Amorisato, 

Thanks for posting here in the Community. We'd love to help. 

A few questions: is this an initial setup or has it worked previously? Were there any recent changes? Did the Google Nest Hub Max bump or fall?

Factory reset the display again and once it's ready for setup, try to swipe up from the bottom of the screen. If it is not bringing up the Ambient or Settings tray, let me know.

Best, 
Lovely 

[Amorisato]

This is not an initial setup, I have had this product since 2020. There were no recent changes on our end, it did not get bumped or fall, it just started talking randomly sometimes when no one was even in the room, and then one day it stopped reacting to touch and crashed frequently when you would use voice controls. Now you can't even use voice controls because it will not go past the finish setup screen.

I tried the factory reset for the third time now and it will not let me finish setup.

[Muddi]

Hi there,

Thanks — we got your form and have sent it over to our team for review. Please check your inbox from time to time as someone will be reaching out to you. Also, please be advised that this thread will be locked after 24 hours.

Cheers,

Muddi 

[Amorisato]

Hey, can you respond please?

[Muddi]

Hello Amorisato,

Chiming in, we appreciate 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.

Cheers,

Muddi

[Amorisato]

I have filled out and sent the form.

Thank you!

[LovelyM]

Hi Amorisato, 

I'm checking in to see if you were able to do the steps above. I want to make sure everything is covered on your end, so let me know if you still need help.

Cheers, 
Lovely

[LovelyM]

Hey there Amorisato, 

I'm checking in to make sure that you've seen my responses. Please let me know if you have any additional questions or concerns before I close this thread in 24 hours. 

Thanks, 
Lovely

[Amorisato]

I have responded to your initial post. Thank you for getting back to me.