Home Hub Max - Showing offline and camera and Nest Aware not working.

[AdamST]

Recently I noticed the Home Hub Max was showing as Offline in the Nest App and Google Home app even though it was connected to the internet and I could access it's settings. 

I made a Duo (Meet) call to the Home Hub Max and while it displayed the callers video, no video was showing on the callers device. The green camera light on the Home Hub Max never came on. 

I removed the device from the Google Home App and then carried out a factory reset and setup the device again with the same result.

After setting up the Home Hub Max, the Google Home app prompts to "Setup Nest Cam" and upon triggering this, a QR code is displayed on the Home Hub Max. I scanned the QR code and then the Google Home app tries to set it up but it fails and just advises to try again. Opening the Nest app and a "Unassigned" device is now listed but shows "Offline". It also now shows as "Offline" in the Google Home app. If I don't "Setup Nest Cam", the device doesn't show as "Offline" in the Google Home app.

Upon further investigation I noticed that while it had an IP address, the MAC address is blank (00:00:00:00:00:00).

System Firmware - 9.20221010.3.176

Cast Firmware - 1.67.330920

What is going on !?

[Hoboprophet]

I've also got this issue aswell 

[Princesss]

Hi folks, 

Thanks for visiting the Community.

We're sorry to hear that you're experiencing this with your Google Nest Hub Max. Also, we appreciate all the details you've shared and it looks like you've tried several troubleshooting steps trying to resolve this. 

We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Best,

Princess

[Princesss]

Hello there,

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

Best,

Princess

[AdamST]

Hi. Yes I have. 

[Princesss]

Hi AdamST,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Princesss]

Hi AdamST,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess