Home hub max (10") died

[Minosc]

My Google home hub max just died.

None of the lights or the screen shows any response. 

I've tried the following:

1. Unplugged it. Both the power supply and the device multiple times for long periods of time. 

2. Holding the up and down volume buttons simultaneously.

3. Factory reset.

4. Used another home hub power supply that I know is working. 

None of these seems to be helping. 

Can you please indicate what other steps I can take to get the device working again. 

Thanks

[SmartHomeH-TAGS]

Devastating news.

It's not visible or highlighted in the Google Home app either?

[Minosc]

No, although all my other devices are showing and working.

[virnab]

Hi Minosc,

Thanks for reaching out to our community.

I’m sorry to hear that your Google Home Hub Max just died. Thank you for letting us know the troubleshooting steps you have tried to restore the device. No worries, help is here.

Before I start further troubleshooting, let me ask you a few questions:

• Is the Google Home Hub Max plugged directly into a wall outlet or surge protector?
• In case you are using an outlet, could you please check if it or the surge protector may be faulty?
• When the Google Home Hub Max is plugged into the wall outlet, does it show any LED lights that indicate that it has power? Refer to [Reference] Google Home LED lights.
• Are other devices able to receive power from the same outlet?
• Have you tried to use another wall outlet?
• When did the issue begin?
• Was there any type of electrical outage around the time the inconvenience began?

Thanks for your kind attention; I will be looking forward to your response.

Best regards,

Virna

[Minosc]

I have 2 Home Hub Max devices. 

One is working fine with both power supplies from different places in my house. The other one is totally non responsive with both power supplies from different electrical outlets.

None of the LED lights on the problematic device turns on when connected to a power supply.

Since we have a lot of power problems where I stay I have surge protectors throughout my home. These surge protectors work fine with all my other devices.(including both power supplies and my 2nd Home Max)

The problem started just all of a sudden. On that day there was nothing out of the ordinary and there were no power interruptions.

Thanks

[virnab]

Hi Minosc,

Thank you for your timely response and the comprehensive information you've provided. This information is really appreciated so that I can better assist you. 

My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email. 

Your confirmation is crucial to ensuring that I can follow up on your case effectively.

Best regards,

Virna

[virnab]

Hi Minosc,

I hope you are doing well. We haven't seen your form submission come through. Were you able to access it alright?

Please let me know if you’re running into trouble or still need our help.

Best regards,

Virna