Google Nest Hub Max not working

[Jgs47]

Screen is frozen and tried many different fixes with the help of a tech expert from the store I bought it.  It is approximately 15 month old and reset didn’t help.

[MplsCustomer]

@Jgs47 

You could try some of the steps suggested by Google Nest Support on this thread (like resetting it 10 times in sequence): https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Hub-has-blank-screen-don-t-know-ho...

Or you could try contacting Google Nest Support (https://support.google.com/googlenest/gethelp) or the store to see if they'll replace it even though it seems past the 1-year warranty.

[Muddi]

Hey Jgs47,

Thanks for bringing this up, and I appreciate @MplsCustomer for helping here. 

I know how challenging it is to not have a working device when needed. Let's dig deeper into this.

• When was this issue (stuck on gray G logo) first noticed? 
• Was the device already in this state when you first discovered it? 
• If no, were you in the middle of interacting with the device when it happened? If so, what were you trying to do? 
• Did you unplug the device or was there a power outage shortly before you discovered this issue? 
• What are the troubleshooting steps you've already tried?

Please try these steps below:

1. At the back of the Nest display, unplug the power cord and wait for 10 seconds, then plug it back in and wait until the screen with the "G" logo shows up
2. Repeat the first step, 10 more times.
3. After the customer plugs the power cord back in, wait for the device to reset. The device announces "Welcome to Google Home" to signify that it's ready for setup.

Also, kindly check if your device is on Fuschia:

1. On the Nest Hub Max device, swipe up to access the system tray settings.
2. Go to System Settings > About Device > Fuchsia Version.

Cheers,

Muddi

[Azarco]

Hey Jgs47,

How's it going with your Nest Hub Max? Did the suggested steps above help? Feel free to respond to this thread if you have additional questions or concerns and I'd be glad to answer it for you.

Best,

Alex

[Azarco]

Hey Jgs47,

One quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the community and we’ll be happy to help.

Thanks,

Alex