Google home max stopped working

[Oli]

I have a google home max speaker. The speaker has stopped working, the light near the reset button Is still switched on but other than that there is no response from it I.e. the volume  buttons don’t work. I’ve tried unplugging and restarting it… the lights on the front come on as if they are looking to connect to the WiFi but then nothing (WiFi is working for all other devices and hasn’t been touched - I’ve restarted the router just in case). I’ve not tried a factory reset (by holding the button down on the back for over 12 seconds). The status light on the back flashes but then nothing seems to happen. The google Home app just says disconnected device…

anyone got any ideas???

Thank you.

[Ashepherdson]

Sorry in your post you said you have NOT tried a factory reset, I would suggest that be your next step. 

[Oli]

Thank you. Unfortunately that was a typo… I have tried a reset but it doesn’t seem to make a difference…

[Ashepherdson]

Okay makes sense, what happens when you press the reset button? Also, I know instructions say 12 seconds but it can take longer..have you tried holding it for 15 or more seconds ?

[Oli]

Thanks again for responding. So I’ve just tried it again and it seems to make no difference. The white indicator light flashes orange, speeding up the longer you hold it, then nothing…

[Ashepherdson]

Okay did some research and found this, while it's for a Google home, it MAY work for you. 

Google Home:

1. At the bottom of your Google Home, unplug the power cord and wait 10 seconds, then plug it back in.
2. Repeat step 1, eight more times.
3. At the side of your Google Home, press and hold the microphone mute button for about 15 seconds, after plugging your Google Home back in the final time.
4. Release the button once you hear your Google Assistant confirm that it's resetting.
5. Wait one to two minutes, then check if your Google Home is still connected to your Wi-Fi network by asking it a question. 
   • If the Assistant replies, “Your Google Home is not set up yet,” the factory reset was successful and no further actions are needed.
   • If the Assistant doesn’t reply, “Your Google Home is not set up yet,” then the Google Home didn’t reset.

[Oli]

Hi - again, thanks for the suggestion. Unfortunately, despite trying and following the instructions, this hasn’t worked…

thanks,

oli

[ai]

Hello Oli,

Thank you for your patience with us! We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. For reference, your case number is 7-8823000031590.
Kindly,
Ai

[Jmbanks72]

Did this get resolved? I have the same issue.

[ai]

Hello Jmbanks72,

Thank you for your patience with us! We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. For reference, your case number is 2-9295000032004.
Kindly,
Ai

[Aj7]

I also have this issue except the light by the reset button is only orange and it doesn't reset

[Jake]

Hey Aj7,

Sorry for the late reply and for the trouble with your device. I wanted to follow up and see if you are still in need of any help with the device not responding? Please let me know if you are still having trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Jdubno]

I'm having a similar issue with my home max but it appears no power is reflected on the speaker.  No lights are showing.  It's not that outlet as other electronics work fine plugged in.  The speaker has also worked in the same outlet in the past.  I switched outlets and a week later the speaker stopped working all together again.

[Aj7]

Hello yes I am still having trouble with this 

[Jake]

Hey all,

I am sorry for the late reply once again, and to hear you are still running into the issue. I would be happy to assist and ensure you are good to go. Do you mind me asking what troubleshooting steps you have already tried? Please let me know, as I would like to review further.

Best regards,

Jake

[Jake]

Hey all,

I wanted to check in and see if you are still in need of any help with your device? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[Aj7]

Still having the issue tried steps above aswell as just generally turning it of and on the only indication I have that it has power is the orange light on the back

[Jake]

Hey all,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[NolanRowley]

Form does not seem to work.

[Jake]

Hey NolanRowley,

I am sorry the form was not working for you. I had checked it out, and you should be able to fill the form out at this time. Please let me know once that has been done, as I want to ensure you are in contact with our Team for further help.

Best regards,

Jake

[Jake]

Hey NolanRowley,

I wanted to check back in with you, and see if the form has been filled out. Our Team will then be in contact via email to provide you with further support from here. 

Best regards,

Jake

[Bellabee]

I am having the same issue. Power is on.  Won't connect to home app.

[Casavulturar]

My Google home max stop working. I try to unplug and when I connect back. 4 white lights get on. Try factory reset. Don't work...can I get some help

[Sybok]

It may sound silly but try using a hard object to press against the reset button, it wasn't working using the finger. 

[NolanRowley]

Has anyone found a solution? I have the exact same problem as the original poster.

[Casavulturar]

Yes. I contact support. And they put me to disconnect and connect electric cable for 10 times, every time wait 10 seconds . After that Google home make like force factory reset. And after that work fine. I hope I help you. Replay if was use this message 

[dremonkey]

Also having a similar issue. Discovered one day that my Google Home Max was powered on but no longer connected to wifi. I have tried factory reset multiple times now as well as restarting my wifi. My google home app is able to find the device but it fails every time during setup with a "Connection problem during setup. Please check your Wi-Fi network settings". 

My wifi is fine, every other device in the house works including my other Nest and Google Home products. Has anyone found a solution to this?

[hzhd6699]

i have the same problem . my home max lost connection, factory reset several times.  However, my new mini 2 speaker is working.  

[Azarco]

Hey hzhd6699,

That certainly hasn't been easy for you — let's see what's going on.

To better isolate the issue, could you try setting up your Google Home Max using a mobile hotspot? If the issue persists, could you tell us the cast firmware version of your speaker? Also, when and where did you purchase it?

Regards,

Alex

[Princesss]

Hey there,

Chiming in-- have you had the chance fill out the form?

Best,

Princess

[Muddi]

Hey everyone,

Just 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.
 

Cheers,

Muddi

[GEO4UNC]

Trying to locate another power cord.  No or a very easy task 

[Muddi]

Hey GEO4UNC,

Could you tell us when and where you purchase your device?

Cheers,

Muddi

[BrianPMc]

I have filled out the form, do we need to keep this thread open until there is resolution?

[Dan_A]

Hi folks,

@BrianPMc, our higher support will contact you via email and you can continue the conversation there. We understand how you feel. We apologize if we will close this thread sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

@NolanRowley, just a quick update. We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

@hzhd6699, @GEO4UNC, have you had the chance to use a different power cord that fits with your Google Home Max? Also, we haven’t received your form yet. Could you fill the form above and let us know once done.
 

Kind regards,

Dan

[Princesss]

Hey everyone,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[GEO4UNC]

I never received an email with additional or steps. 

[Muddi]

Hey GEO4UNC,

To confirm, do you have an existing case ID? Also, when and where do you purchase your device?

Cheers,

Muddi

[GEO4UNC]

I don’t believe I have a case ID.  The item is about 3 years old. 

[Muddi]

Hey GEO4UNC,

We understand. If you ever change your mind, we'll be here to help. 

Cheers,

Muddi