Hub Max fail to Boot

[JasonS1]

Hub Max Device fails to Boot.  Stuck at the G logo. Turned it off, unplugged for 10 seconds multiple times, rebooted with holding volume buttons down. Display registers that the volume button is held down and still fails to boot. Reset through app requires successful Boot.             Given this a Boot issue, request assistance with warranty repair.   Google Nest warranty claim site non-functional, i.e. the warranty form fails to submit, apologizes, and suggests refreshing page.  No luck there either.  

[Linluvsbirda]

I am having the same issue and found a thread from about a week ago where someone said it broke after a software update and the response is to go buy a new one.  I'm hoping that isn't true.  Keep an eye out for that post

[Muddi]

Hey folks,

Thanks for sharing details about the issue. My apologies for the late response.

I know how challenging it can be not to have a working device when needed. We'd love to help. A few questions: When was this issue (stuck on the G logo) first noticed? Was the device already in this state when you first discovered it? If no, were you in the middle of interacting with the device when it happened? If so,

what were you trying to do? Did you unplug the device or was there a power outage shortly before you discovered this issue?

For Google Nest Hub Max, please confirm if your device is enrolled in the Preview Program. Also, check if your device is on fuchsia.

1. On the Nest Hub Max device, swipe up to access the system tray settings.
2. Go to System Settings > About Device > Fuchsia Version.
    

Please try these steps below that may help us fix the issue:

1. At the back of the Nest display, unplug the power cord and wait for 10 seconds, then plug it back in and wait until the screen with the "G" logo shows up
2. Repeat the first step, 10 more times.
3. After you plug the power cord back in, wait for the device to reset. Your device will announce "Welcome to Google Home" to signify that it's ready for setup.

Looking forward to your response.

Cheers,

Muddi

[Linluvsbirda]

I have no idea about the preview program so guessing not.

I have done steps above 1- 2, then tried 3 but it never resets.  It stays on the G screen.

[Azarco]

Hey Linluvsbirda,

Appreciate the update.

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,

Alex

[Linluvsbirda]

I filled that out last week

[Azarco]

Hey Linluvsbirda,

Sorry for the confusion. We got your form, kindly wait for our team to reach out to you through email.

JasonS1 Checking back in if you still need our help. If so, follow the suggested steps above.

Kind regards,

Alex

[JasonS1]

Hi Alex, thanks for checking up.  Performed the trouble shoot recommendations with no effect.  Device stuck at G screen.   Filled out the form in the link you sent Linluvsbirda.   

Also, still having the same issue with the warranty site form.  Would you help me start a warranty claim?  

[Azarco]

Hey JasonS1,

We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Best,
Alex