10-26-2023 09:40 AM - edited 10-26-2023 09:41 AM
Every morning for the past month, my Google Home Hub Max display has become stuck with 4 spinning dots or a black screen. I've tried resetting and adding the device back to my Google Home and I've tried unplugging for a while to clear the cache. After a reset it sometimes works for the rest of the day, but generally it will go back to the 4 spinning dots after about 20-30 min.
What's interesting is that the device is still listening and responding, it's just the display that appears stuck on this loading screen. Sometimes I'll leave it all day on the spinning dots and later in the day (generally after about 6-8 hours) it will come back and display the usual clock with weather. However, the next morning it either goes to a black display or the spinning dots again.
Please assist me with this. I've tried a little bit of everything and it continues to have issues.
It's worth noting, I've had this issue happen a couple times in the past, and generally it resolved itself after a few days, but this time around it's been having this issue for at least 20 days or more.
Is this due to a software update at night? A glitch? Or is it faulty hardware?
I'm wondering if it may even be possible to just replace the device since it's had these issues before. Is a replacement something Google would cover?
Thanks!
11-01-2023 11:38 AM
Hello Krieger,
Thanks for posting in the Community.
We're sorry to hear about this experience. Also, I appreciate all the details you've shared. To further check what's happening, could you please provide the cast firmware of your Google Nest Hub Max?
To check which firmware version you're on, follow these steps:
Looking forward to your response.
Best,
Princess
11-09-2023 08:14 AM - edited 11-09-2023 08:19 AM
Hi Princess,
The cast version is 1.70.377722
Firmware version is 12.20230611.1.67
It's worth noting. I actually went out and bought a new one. Now the new one is doing the same thing after working for about a week without issue.
I've tried resetting the devices, restarting, and even tweaked some of my wireless settings hoping it would work.
Is there some kind of manual firmware update I can do? I have a ton of IOT devices in my house that I use my Google home hub to control, so this is especially frustrating.
11-09-2023 03:21 PM
Hi Krieger,
We appreciate your efforts. 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.
Cheers,
Muddi
11-09-2023 03:43 PM
Thanks Muddi,
I've filled out and submitted the form. Does the form get sent to another team or something? Do you know approximately how long it'll take to get a response from here? My new display is still on the 4 spinning dots from this morning. I've tried rebooting it a few times, including clearing the cache by leaving it unplugged for a little while longer, but unfortunately I've had no luck.
11-10-2023 07:50 AM
Hello there,
Thanks — we got your form and have sent it over to our team for review. Please check your inbox from time to time, as someone will be reaching out to you. My apologies, as I will not be able to provide a specific time frame, but rest assured that we'll get back to you as soon as we can.
Cheers,
Muddi