Google home max won't factory reset

[DrTomy]

I have 2 max. Used to work well in pair. Stopped working suddenly. Not able to see them anymore in google home app. Tried to reset them. Did not work. Tried factory reset but no sign of it working on either devices when I press buttun at the back for more than 12s... Unable to connect and see then to configure them anymore via google home app.... Stuck.

[kmaot]

I have the same issue.  Mine will not do the factory reset and all I have is the orange light.  

[Baptiste453728]

Same issue. Reset factory impossible, stuck on the 4 orange lights. Someone found a solution? ☹️

For information I have also the mute button always saying "the mic is on" whatever the switch position is.

[Andy8]

i have same story unable to factory reset led stuck on amber color ..

Any solutions may install firmware from pc ??

it will help ?? where we can find ? some one knows maybe ?? 

[YakkityYak]

If anyone is still having this issue, I managed to get it working by turning the mic off (slider switch on back) and THEN holding down the reset button.

[Baptiste453728]

Don't work with mine as the Google home is always saying that the micro is on whatever the switch position 😞

[Triniz]

I am having this as well and Google said they can’t help. So any ideas would be appreciated. 

[Jake]

Hey all,

Sorry for the late reply. I wanted to follow up and see I could be of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Baptiste453728]

Still the issue for me, reset factory not possible... Google tell me that they can't do anything just because the warranty has expired... Not so helpful 😞

[Maxapeaker]

Same here... Help please

[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

[Jake]

Hey all,

I wanted to check in with you, and see if you are in contact with our Team. Please let me know if you have any questions from here, as I would be happy to review.

Best regards,

Jake

[Maxapeaker]

Just submitted the form and waiting to hear back from your Team

[Jake]

Hey Maxapeaker,

Thank you so much for letting me know that the form has been filled out. I am showing a case number for you, and our Team should be in contact with you via email. Please let me know if you have any trouble seeing the email, as I would be happy to take a closer look.

Best regards,

Jake

[Jake]

Hey Maxapeaker,

I wanted to follow up and see if you have any questions from here. Please let me know if you have any trouble getting in contact with our Team, as I would be happy to review.

Best regards,

Jake

[Jake]

Hey all,

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity.

Best regards,
Jake

[Baptiste453728]

By my side, nothing changed, still not working and Google France tell me that they wouldn't do anything as the warranty is passed. Any solutions? Somewhere where I can send the speaker for fixing it in EU ?

I just submitted the form you sent, I hope I'll have reply in few days...

[Jake]

Hey Baptiste453728,

Thank you so much for letting me know the form has been filled out. I am showing a case number for you, and our Team should be in contact via email from here. Please let me know if you have any trouble seeing that, as I would be happy to review. Apologies as well, but I do not know of any place in the EU to have your device looked at. I would recommend trying to find more details on local tech support in your area. 

Best regards,

Jake

[Jake]

Hey Baptiste453728,

I am Glad to hear you are in contact with our Team. They should be able to provide further support from here. Please let me know if you have any other questions from here, as I would be happy to review.

Best regards,

Jake

[Jake]

Hey Baptiste453728,

I am going to lock the thread at this time to keep content fresh. Our Team will provide you with further support from here. If you have any questions, please feel free to create a new post at any time.

Best regards,

Jake

[Baptiste453728]

I received a reply from Google team, let's see if they found solution. My case number is 7-0284000032831. 

I'll go back to you, when they tell me the issue of this problem.