Hub max stuck at g screen

[Paulleason]

Stuck at the “g screen” tried everything…. I want a replacement.

[Muddi]

Hey Paulleason,

Thanks for sharing details about the issue here. We appreciate your efforts. I know how challenging it is not having a working device when needed. 

A few questions:

• When was this issue (stuck on gray 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? 
• What are the troubleshooting steps you've already tried?

Please try these steps below:

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 the customer plugs the power cord back in, wait for the device to reset. The device announces "Welcome to Google Home" to signify that it's ready for setup.

Also, kindly check if your device is on Fuschia:

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

Cheers,

Muddi

[Paulleason]

noticed on 8/24/22

Yes

I have followed every set of instructions for resetting it or getting out of "g screen" to no avail 

I have done the unplug and replug for 10 times several times to no avail 

The device is completely unresponsive so I cannot check any settings

[Muddi]

Hey Paulleason,

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. This form is only meant for you to use, so let me know once you’re done.

Cheers,

Muddi

[Paulleason]

Done 🙂

[Amaze]

I got a response from someone named Muddi, identified as community specialist. Asked that I fill out a form detailing my problems with my Google hub and noting many similar complaints from Google hub max owners. Well Muddi, I filled out your form. I hope this will lead to a fix for some unhappy owners.

[Muddi]

Hi Amaze,

Thanks for posting. We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel. Here's the case ID for your reference: 4-4021000033314.

Cheers,

Muddi

[Muddi]

Hey Amaze,

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

Cheers,

Muddi

[Muddi]

Hey Paulleason,

Thanks — we got your form and has sent it over to our team for review. Please check your inbox from time to time as someone will be reaching out to you. 

Best,

Muddi

[JimS66]

Still looking for a resolution on this. I got an email from you but my name wasn't included on those to fill out the form. 

[Azarco]

Hey JimS66,

Have you tried the suggested steps above? If you'll get the same result, you can fill out the form above so that we can forward your case to our team.

Thanks,

Alex

[JimS66]

Thought it was already filled out. I did it again. 

[Azarco]

Hey JimS66,

We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. We appreciate your patience.

Kind regards,

Alex

[arithmetic]

I am having same issue with my next hub 1 gen. To my surprise support told me to buy the new one. A new low for Google, never going to buy nest products. 

[Paulleason]

wow... most of us are under a year from purchase date... I feel like they are trying to run the clock. 

[Paulleason]

I'm going to fill out a complaint with the BBB today. This is totally unbecoming of a multi billion dollar company. 

[Law6]

Nest Hub max stuck at G screen. Unable to roboot/restart.  

[AndrewP]

Ask for replacement software update just bricked it for you. 

[Amaze]

Same thing happened to my Nest hub. It happened overnight on 8/24. Was there a push software update then? Anyway I can find out? Can't ask my hub. It's been silenced.

[Dlm1006]

Yes same thing happened to me on the same day and Google wont replace my hub 

[Dlm1006]

The same thing happened to me after the update, spent an hour with a tech and had to upload a video to show the problem and the wont replace it because i am 2 weeks past the 1 year warrantee  

[Amaze]

Oh well then. Sounds like we need to get the lawyers involved in a class action lawsuit. Perhaps there are some ambulance chasers out there reading?

[Muddi]

Hey folks,

Thanks for all your help here. We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.

@Law6:  Please try these steps below, and let us know how it goes.

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 the customer plugs the power cord back in, wait for the device to reset. The device announces "Welcome to Google Home" to signify that it's ready for setup.

If the troubleshooting steps don't work, please fill out this form with all the needed information. I’ll keep an eye out for your response specifically, so please update the main thread once you’ve filled it out.

Cheers,

Muddi

[Law6]

Hi Muddi, No success with the troubleshooting steps. I rang the number on the warranty and they’re now dealing with it. Thanks 

[Princesss]

Hi Law6,

Thanks for the update. Glad to know you were assisted.

Let us know if you have additional questions, otherwise we'll be locking the thread.

Best,

Princess

[eddieanderjr]

Google Nest Hub Max stuck on colored G logo, factory reset did not work nor did the hard reset.

Any ideas?

[Muddi]

Hey eddieanderjr,

Thanks for sharing details about the issue here. Sorry to hear about your experience with your Google Nest Hub Max. 

A few questions:

• When was this issue (stuck on gray 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? 
• What are the troubleshooting steps you've already tried?

Please try these steps below:

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 the customer plugs the power cord back in, wait for the device to reset. The device announces "Welcome to Google Home" to signify that it's ready for setup.

Also, kindly check if your device is on Fuschia:

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

Cheers,

Muddi

[eddieanderjr]

I first noticed it yesterday.

It was in that state

Didn't unplug it and no power surge I'm aware of.

I tried the unplugging 10 times. Tried holding down volume buttons.

There was no change and I can't maneuver the screen cause it freezes.

What else can I try?

[Muddi]

Hey eddieanderjr,

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel. Also, we’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed. 
 

Cheers,

Muddi

[eddieanderjr]

I have received no correspondence on Google behalf.  

[Azarco]

Hi eddieanderjr,

We're sorry for the inconvenience. I'll check this with our team and we'll ask for an update about your case.

Thanks,

Alex

[Paulleason]

This is really lame on Googles end. We trusted your products and your own software bricked the units. time to replace them under warranty... lets go

[Azarco]

Hey Paulleason, 

We know how difficult this is for you. I see that you've already filled out the form, did you receive an email from our team? 

Thanks,

Alex

[Paulleason]

The only thing I have received is the fact that it was passed onto another team. Thankfully I'm out of town for 3 weeks but I would have expected some level of resolution at this point. Not to mention the line of people with the same issue. Disappointing seeing that I just had to have my nest doorbell replaced as well. Would you buy me out of your products that I trusted originally?

[Muddi]

Hey folks,

Just a quick update. The team is still investigating this issue and I haven't received any updates as yet. I'll continue checking in with the team and share any updates I receive.

I understand this issue has been happening for quite some time and has been a rather frustrating experience. Thank you for your patience while our team works through this. 

Cheers,

Muddi

[JT1812]

This has also happened to me, that's how I found the device this morning.  Cannot restart or reboot.

[Muddi]

Hey JT1812 and eddieanderjr,

Thanks for the added information. Since you've exhausted all the troubleshooting steps needed, please fill out this form so we can further check what's gong on with your devices. This form is only meant for you to use, so let me know once you’re done.

Cheers,

Muddi

[Fireman26283]

On my Google home max their is just a "G" on the screen and the backround is white. I have tried the unplug and wait 10 seconds 10 times trick didn't work. I tried holding the volume buttons down and then re plugging back in didn't work. This is less than a year old. What's the issue? Has anyone found a solution? 

[JimS66]

Happening for me too. Just started today. I filled out the form in another forum.