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Home Hub Max reboots and freezes on spinning dots every morning.

Krieger
Community Member

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!

5 REPLIES 5

Princesss
Community Specialist
Community Specialist

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?

 

Check the firmware version of your speaker or display

To check which firmware version you're on, follow these steps:

  1. Open the Google Home app Google Home app.
  2. Tap your device's tile.
  3. Tap Settings and then Device information.
  4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX".

Check the version on your Nest display

  1.  Swipe up from the bottom of the display screen.
  2. Tap Settings and then About device. You should find your "Cast firmware version."
    • For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs Fuchsia.

Looking forward to your response.

 

Best,

Princess

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.

Muddi
Community Specialist
Community Specialist

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

Krieger
Community Member

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.

Muddi
Community Specialist
Community Specialist

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