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Google Nest Hub Max powering off randomly

garethc
Community Member

Hi,

I have been having issues with my Google Nest Hub Max where it randomly powers completely off every day and requires the power to be disconnected and reconnected for it to power back on. It has started to do this for around a month and is very annoying. I purchased the device on 17/01/23 and so it has started to show this behavior less than a year after purchase.

I have tried removing the device from Google Home and doing the factory reset by pressing and holding both volume buttons together for about 10 seconds and reconnecting  does not resolve the issue.

I have checked the power connection and it is in correctly and I have move the device to another power outlet with no success in resolving the issue.

I do also have a Google Nest Hub Gen2 that I purchased about 3-4 months ago that does not have the same issue. If the AC power supply adapter is the same for both devices I can change them to see if the issue follows the power adapter but I would not expect that to be the issue. But maybe worth a try?

In the meantime is there any other tests that I can do? Other ways to factory the device?

7 REPLIES 7

garethc
Community Member

Just to note the AC power supply adapter are not the same so I will not change them as a test.

I still support to determine what the issue is and how to resolve it.

Alex_S
Community Specialist
Community Specialist

Hi garethc,

 

I’m sorry to hear about the trouble you’re experiencing with your Google Nest Hub Max. Kindly provide its System firmware version. Swipe up from the bottom of the display > Settings > About device.


Regards,
Alex

garethc
Community Member

Hi @Alex_S 

Please find the details from the Technical Information section of the About Device section.

Fuchsia Version
14.20230831.4.72

Software Version
54.103.7.577294944

Chromecast Firmware Version
3.71.387262

Alex_S
Community Specialist
Community Specialist

Hi there,

 

Thanks. Our team would like to take a look at this. Kindly fill out this form and let us know once you're done.


Best,
Alex

Alex_S
Community Specialist
Community Specialist

Hello garethc,
 

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 so the team can further assist you. If you have other questions or concerns aside from this, let me know.


Warmly,
Alex

garethc
Community Member

Thank you for your support in this matter and directing me to the correct support team.

Alex_S
Community Specialist
Community Specialist

Hey there,

 

It’s a pleasure to assist you!


Cheers,
Alex