Google Nest Hub Max intermittently goes into setup mode

[deeaski]

My Google Nest Hub Max randomly shows Setup on the screen and then it goes back to the regular display. This just started happening. The WiFi is good (no router issues) and nothing has changed. My ISP checked the wifi and replaced the router. Google Hub is the only device having an issue. I’ve unplugged the Google Nest Hub and reset it to factory default. The problem continues. This is a repost from prior but I was unable to reply to it. 

[Kybeth]

Having a similar issue. Following 

[deeaski]

FYI - my issue was escalated within Google Tech Support and even though they found a conclusion it is very discouraging. Here’s what they told me:

“based on the extensive troubleshooting we've done, the issue appears to be related to a hardware malfunction or firmware problem that cannot be resolved through software updates or configuration changes. Unfortunately, this means the device can no longer function as intended.”

There doesn’t seem to be a fix and Google will not replace. I will not purchase a replacement only to have the same issue so need to find an alternative. 

[GeremiG]

Hi, folks!

Thank you for posting in the community. I'm sorry to hear that your Nest Hub MAX intermittently goes into setup mode. I appreciate your efforts in taking those steps before. I'm happy to help you!

To help me find the best solution, I'll need to ask you a few questions:

• What is the firmware version of your device?
• Are there other Google Nest displays set up and working in the home?
• Do you see an error message on your screen?
• When this happens, can you see your Nest Hub MAX in the Google Home app?

Please keep me posted. I'll be waiting for your response.

Best regards,
Geremi

[deeaski]

@GeremiG  - thank you for responding. Here are my answers:
System firmware version: 24.20241009.103.2300
; Cast firmware: 3.76.448685

No other Nest Hubs but I do have Nest minis
I’m not certain if it shows up in the app when it goes into Setup mode - I will have to check
the only thing on the screen when it happens is the message that says it is setting up

[GeremiG]

Hi @deeaski!

Thank you for the information provided. Let's work together for a solution.
Let's perform some troubleshooting steps to try to isolate the issue:

1. Set up a temporary mobile Wi-Fi hotspot.
2. Once the mobile hotspot is turned on, please set up your Nest Hub Max and connect to the mobile Wi-Fi hotspot.
3. Continue monitoring your Nest Hub Max to verify if the issue is resolved.

Please keep me posted. I'll be waiting for your response.

Best regards,
Geremi

[deeaski]

I don’t have a mobile hotspot I can use. I’m sure you don’t expect me to purchase something to troubleshoot the $200 Google Max. I had my isp out to validate my connectivity. They even replaced the modem even though no other devices in my house are having issues. I have Ring cameras - no issues, Roomba - no issues, Kasa devices - no issues. I work from home and have no issues. It seems to only be with the Google Max. I do have Google minis as well but can’t tell if they are dropping the connection like the Max.  

[deeaski]

My Google Hub just went offline and is not coming back. Everything else is working. 

[GeremiG]

Hi @deeaski,

Thanks for the update.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

To help us assist you better, please include the link to your Community thread and your Community username.

Let me know if you have any other questions.

Best regards,
Geremi

[deeaski]

I’ve tried to submit the form several times. I keep getting an error telling me to refresh and try again. Please help

[GeremiG]

Hi @deeaski!

I apologize if the form isn't working as expected. We truly want to make this easy for you. To get you the fastest help with your Nest Hub Max, the team is ready to assist you personally. Please fill out this brief form, and they'll give you a call right away to help.

Let me know if you have any other questions.

Best regards,
Geremi