Google nest hub max will not reset

[CRV]

I have a Google hub max that suddenly when I woke up was showing updating.  it will show the percentage starting from zero moving slowly to 10 and up to 40 with a quick blink to 100 and then starting all over the same process in a nonstop loop. I had try plugging it and unplugging it, pressing the up and down volume when I plug it back in . This  will only get it stuck at the G from google on the screen . Also tried plugging and unplugging 10 times. Any help or ideas? 

[David_K]

Sounds like there may have been a problem whilst it was updating. To reset it is a slightly tricky process:

1. At the back of the display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with the G logo shows up.
2. Repeat step one 10 more times (for a complete total of 11 times).
3. After plugging the power cord back in for the 11th time, wait a few moments for the device to reset.
4. It should announce “Welcome to Google Home” to let you know it’s ready to set up.

[CRV]

Thank you so much but no help. It keeps looping in the same updating up to 40 % then jumping to 100 flashing to black and restarting the process indefinitely.

[CRV]

Is there a place where to bring/ mail the hub to be fixed?

[David_K]

No unfortunately. Let me ask a specialist to chime in here with next steps.

[Azarco]

Hey there,

Thanks for the help and for escalating the case, davidking!

CRV, while we don't have a physical service center, could you try setting up your Google Nest Hub Max using a mobile hotspot? Have a separate phone that will serve as a source of internet (mobile hotspot) and the other as your setup device. Connect your setup device to the other phone's mobile hotspot and let's attempt to set up the Google speakers on that network and let's see if it will connect. It's for us to isolate the case if it's a network related problem.

Let us know how it goes.

Best,

Alex

[Azarco]

Hello CRV,

Checking back in if you get the same result when you set up your Nest Hub  Max using a mobile hotspot. 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.

Regards,

Alex

[Azarco]

Hi CRV,

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