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My Google home max won't factory reset.

ahorihuela
Community Member

Hello all — I have a Google Home Max which refuses to be rest. It gets stuck on the orange lines after hitting reset. When I flip the mic on/off I hear the same notification "the mic is back on"... I see others have had this issue , but no solution was offered. Any ideas? 

I got the Google Home Max back in late 2020 — it worked great for a long time, until it became unresponsive to the extent I cannot even reset it. 

10 REPLIES 10

David_K
Platinum Product Expert
Platinum Product Expert

So following these steps doesn't work?

On the back of Home Max, press and hold the factory reset button, located near the power cord, for about 12 seconds. Your Home Max will let you know that it's resetting.

Yup, I've done this before (several times now). After holding it for ~12 seconds it does tell me that it is resetting, but it ultimately gets stuck in resetting mode, failing to do so. I have to physically unplug the device to force it out of the "stuck" reset mode. 

Dan_A
Community Specialist
Community Specialist

Hello there ahorihuela,

 

Thanks for following the steps in doing the factory reset. Could you tell us where you buy your Google Home Max? What country are you in?

 

Looking forward to your response.

 

Best,

Dan

ahorihuela
Community Member

Hi Dan -- I got it in the US; I believe I ordered it directly from Google a couple of years back. Here is a video of my experience: https://photos.app.goo.gl/cxcke417UtpUD9kt9 -- upon a reset attempt, the device remains in the orange reset mode perpetually. 

~20 mins later:

Solid orange holding steady.Solid orange holding steady.

Dan_A
Community Specialist
Community Specialist

Hey there,

 

Appreciate the information. I also need to set your expectations that your Google Home Max is already over the warranty period which is 1 year from the day of purchase on the receipt but, why don't we try these steps:

 

  1. On the side of the device, unplug the power cord > wait 10 seconds > plug the power cord back in > wait for the 4 LED lights to light up.
  2. Repeat the first step, 10 more times.
  3. On the last attempt, wait for the device to announce "Welcome to Google Home".
  4. Set up the device in the Google Home app.

 

Let me know how it goes.

 

Regards,

Dan

ahorihuela
Community Member

Thanks Dan. I appreciate the device may be out of warranty — unfortunately the 10-step reset did not work out. Unless the rest of the team has any other ideas, I may have to trash the device 😞

Dan_A
Community Specialist
Community Specialist

Hey there ahorihuela,

 

Thanks for the info. We regret to tell you that since your device is already out of warranty, we can no longer replace it. You might want to check this link for more info about our device's warranty. 

 

We understand that you want your device fixed however, we are not tied to any third party device center. You can visit local technicians to check repair options at your own cost.

 

Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

 

Kind regards,

Dan

Princesss
Community Specialist
Community Specialist

Hi everyone,

 

Thanks for visiting the Community.

 

We appreciate your help, @David_K.

 

@ahorihuela, let's make sure to follow these steps correctly: https://goo.gle/3x50Yl7

 

Let us know if it's a successful reset by responding to this thread.

 

Best,

Princess

That's correct — I followed the steps as shown there and the rest process gets stuck attempting to reset and does not. I've left it in that mode for several hours before and it fails to reset. 

 

Is there any other way to force-reset?