Nest Hub Max Keep Freezing

[theodonnells92]

I have had my Next Hub Max for less than 2 years, and a few months ago (around September/October 2022) it just began to freeze after a few hours of use every single day. At first I would just unplug and re-plug to get it working again, but then I would come back to the hub to see the time wrong, and it be frozen once again. 

I then kicked off a factory re-set, yet it still does the same freezing after a few hours sometimes less. 

I opened a case with Google - 3-5962000032877, and the support has not been helpful. The ultimate result was "Sounds broken, thanks for spending $250 at google 18 months ago, I can show you how to get to our store to buy a new one..." 

I believe this issue is a result of either a software or firmware update, and due to that I believe google should be replacing of resolving this issue. 

Initially the hub max was running on the following when the problem began: 

Fuchsia Version: 7.20220419.2.164

Software Version: 48.41.32.466204089

Cast Firmware Version: 1.62.312297

Now: 

Fuchsia Version: 9.20221010.3.176

Software Version: 50.26.12.493473605

Chromecast Firmware Version: 1.67.330920

Yet still having the same problems. This has been 4 months of no help. What do I do next? 

[Ashepherdson]

That's really strange behaviour.  Is the unit overheating? Is it in direct sunlight, or being kept near a heat source ?  This is the only thing I can think of that would cause it to randomly freeze / shut down.   Does it happen when in use (your actually using it,streaming, etc) , or when in standby as well?  Due to the price point I assume it is the max, have you tried turning the mic and camera off with the hardware switch to see if that is the culprit ? 

[theodonnells92]

It is not in any direct sunlight as it sits underneath a cabinet. As to when this occurs, it has been random. At times in the middle of using (streaming spotify), and others it will just be frozen when I wake up in the morning. This is the max - and we have had the camera off since purchasing. 

We did have it enabled to take advantage of the new features/beta mode - and I can only assume that some of those new features caused bugs. 

[Juni]

Hi folks,
 

Thanks for the help, @Ashepherdson.

@theodonnells92, Thanks for posting here in the community. We reviewed the case number you provided, and it seems like this was escalated to a higher level of support. They tried to check the option for your replacement, but it appears that the device is beyond the warranty period. I hope we can do something about it, but due to the limited warranty policy, we don’t have any other options to provide.

Check this link for more information about it.

Let us know if you have any further questions - we are here for you.

Thanks,

Juni

[Princesss]

Hi there,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

[Princesss]

Hello everyone,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Nest devices and we'd be glad to assist you further.
 

Best,

Princess