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Google Nest Hub Max

Mctraveler
Community Member

I recently purchased a Google Hub Max for my kitchen, not only for the bigger screen, but for the camera to check in on my cats. Out of the box, the camera has worked for 8 minutes or less. It consistently goes offline. I have tried: 

1. Factory reset

2. Reset the router, as well as unplugged the modem (added a device where this was apart of the setup)

3. Moved it closer to the router (I set the Hub directly in front of my router)

4. Made sure the software is up to date (it is)

5. Added the device back in at least 2 different ways

It seems the only thing that I can do is reboot the device whenever I want to view the camera, which with the price point of this device, that SHOULD NOT be happening, especially out of the box.  Any solutions would be greatly appreciated. 

1 Recommended Answer

Dan_A
Community Specialist
Community Specialist

Hi folks,

 

@Mctraveler, @Anonymous, I know it must have been an inconvenience having an offline status when using your Nest Hub Max’s built-in camera and, thank you for doing the steps before posting. I received word from our higher tier of support that this issue is now resolved. You need to again do a factory reset to revert it back to its default and original settings. Follow the steps below:

 

  1. Save any important footage from your device's video history.
  2. Remove your Nest Hub Max from the Google Home app.
  3. On the back of Nest Hub Max, press and hold both volume buttons together for about 10 seconds. Your Nest Hub Max will let you know that it's resetting.
  4. Set up your Google Nest or Home speaker or display

 

Let me know how it goes.

 

Best,

Dan

View Recommended Answer in original post

10 REPLIES 10

Anonymous
Not applicable

Return it. Believe me save yourself the headache and get something else. Google Nest and Home is all on the decline. Just look at all the issues that people post in these so called help forums lol. 

My Google Mini (the first gen) has been the only thing that has worked and it's at least 5 years old I think. I am indeed returning the max as I gave it one more factory reset and it was even worse. It's not worth the headache. Love the large screen, but the camera was a big reason for the purchase. 

Anonymous
Not applicable

Yeah it's a bummer. I'm getting out of this clusterf*ck of an ecosystem while I can. Lol

Dan_A
Community Specialist
Community Specialist

Hi folks,

 

@Mctraveler, @Anonymous, I know it must have been an inconvenience having an offline status when using your Nest Hub Max’s built-in camera and, thank you for doing the steps before posting. I received word from our higher tier of support that this issue is now resolved. You need to again do a factory reset to revert it back to its default and original settings. Follow the steps below:

 

  1. Save any important footage from your device's video history.
  2. Remove your Nest Hub Max from the Google Home app.
  3. On the back of Nest Hub Max, press and hold both volume buttons together for about 10 seconds. Your Nest Hub Max will let you know that it's resetting.
  4. Set up your Google Nest or Home speaker or display

 

Let me know how it goes.

 

Best,

Dan

Dan_A
Community Specialist
Community Specialist

Hey there,

 

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

 

Best,

Dan

Dan_A
Community Specialist
Community Specialist

Hello everyone,

 

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.
 

Cheers,

Dan

Mctraveler
Community Member

I recently purchased a Google Hub Max for my kitchen, not only for the bigger screen, but for the camera to check in on my cats. Out of the box, the camera has worked for 8 minutes or less. It consistently goes offline. I have tried: 

1. Factory reset

2. Reset the router, as well as unplugged the modem (added a device where this was apart of the setup)

3. Moved it closer to the router (I set the Hub directly in front of my router)

4. Made sure the software is up to date (it is)

5. Added the device back in at least 2 different ways

It seems the only thing that I can do is reboot the device whenever I want to view the camera, which with the price point of this device, that SHOULD NOT be happening, especially out of the box.  Any solutions would be greatly appreciated. 

I have this same problem now..had the device a few years but now won't work ..hope you/we get a reply soon

Unfortunately, all the answers that Google customer service provided were the same from the forums, which I have tried. I gave it one last try with a factory reset and it was even worse. Camera didn't even turn on. I ended up returning it as I've been trying to troubleshoot it for over a week since I took it out of the box. 

Dan_A
Community Specialist
Community Specialist

Hi folks,

 

@Mctraveler, @Jimmyjamwhambam, we’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed. 

 

Please note that once done this thread will be locked.

 

Kind regards,

Dan