Nest Hub has blank screen, don't know how to reset it, has no buttons on the back

[MplsCustomer]

@PhilD1 

You press both volume buttons simultaneously for about 10 seconds, as described on this Google Nest Help page:

https://support.google.com/googlenest/answer/7073477?hl=en#zippy=

[PhilD1]

There are NO buttons on the back of the hub, that's why I am asking the question !!

[MplsCustomer]

@PhilD1 

I'm just another customer. I just assumed, since you have a Nest Hub, that you'd have the same two oblong volume buttons that we have on the right-hand side on the back of our Gen 1 and Gen 2 Google Nest Hubs, as shown in the images in the link I provided above. Are yours really missing, leaving you without any physical volume control?

[PhilD1]

Nest Hub Max Smart Display 

[MplsCustomer]

@PhilD1 

Our Nest Hub Max also has the same two oblong volume buttons, as shown in the reset instructions, and here https://support.google.com/googlenest/answer/7072489?hl=en&co=GENIE.Platform%3DAndroid#zippy=.

The two buttons look like one slider bar, but you can press the up and down volume ends of the bar at the same time for a reset.

[PhilD1]

buttons?

[MplsCustomer]

@PhilD1 

Yes, the little bar inside the red highlights are the upper and lower volume buttons for increasing and decreasing the volume.  You press the top and the bottom portions of the bar simultaneously for about 10 seconds for a reset.

[PhilD1]

I pressedboth sides of the bar down and held for 30 seconds. No change. Still the colored "G" on the screen

[MplsCustomer]

@PhilD1 

A few times our Nest Hub Max has frozen up (not on the "G" screen), and we just rebooted it by unplugging it for about 30 seconds and plugging it back in.  If you're lucky, that might resolve it.

You can also reboot it from within the Google Home app by selecting the hub, selecting Settings (the gear icon), then selecting the 3 dots (...) in the upper right cornered, causing 4 options to show at the bottom of the screen, one of which is "Reboot". (You can only do this if the Google Home app lets you access the hub, which it might not if it's hung up on the "G" screen.

If you are able to get it going, but need to do a reset at some point, and you have the Nest Hub Max's camera set up, you should probably go to that camera in the Google Nest app, select Settings, and select "Remove camera". Then you should use the "Remove device" option under Settings for the Nest Hub Max in the Google Home app before you do the reset. That way you get a clean start-over and you won't encounter errors some have encountered saying the device is already connected to an account.

If you can't fix it, note that I've seen other posts with people finding their Nest Hub or Nest Hub Max stuck on the "G" screen. You could try contacting Google Nest Support to see if they'll replace it:
https://support.google.com/googlenest/gethelp?hl=en

[PhilD1]

Yep, that's the problem, installed Nest app, says No connection

[MplsCustomer]

@PhilD1 

There's also a couple of suggestions on this long thread in an April post from Community Specialist "Muddi". It's flagged as a "Solution" but I have no idea whether they worked or not.  From the discussion, it seems like it's a known problem, and at least some customers have sought a replacement:
https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Hub-stuck-on-grey-g-screen-factory-rese...

[PhilD1]

Tried those things, none worked

[MplsCustomer]

@PhilD1 

Given the constraints of posting comments back and forth, I can't tell what's really happening with your Google Nest Hub Max.

You could try contacting Google Nest Support to see if they can resolve your problem or replace your Google Nest Hub Max:
https://support.google.com/googlenest/gethelp?hl=en

[PhilD1]

Called support, said it won't connect to laptop, 

Tried to install Nest Hub on andriod smart phone, said 

already installed. Ran it and tried to connect to hub, 

same error, device not available. The hub is not connected to the wi-fi.

How do I reset it to connect to wi-fi?

[Azarco]

Hi there,

Thanks for the assistance, MplsCustomer!

PhilD1, give these steps a try:

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, make sure you're using a private home network. If you're using an iOS, turn on Local network access for the Google Home app. Here's how: Privacy > Local Network > Google Home app.

Let us know how it goes.

Best,

Alex

[PhilD1]

already did that, no good

[Azarco]

Hey PhilD1,

Thanks for trying. Could you provide us the cast firmware and software version of your Nest Hub Max? Also, please fill out this form and let us know once you're done.

Thanks,

Alex

[Azarco]

Hey PhilD1,

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

[MplsCustomer]

@PhilD1 

Since you have a blank screen and your Nest Hub Max seems to not respond to anything, have you double-checked to make sure its getting power by checking whether its securely plugged in, and even trying another outlet?

[PhilD1]

The screen is on and a big "G" in the center