Nest hub max can't find wifi at install

[tmarinello]

New (to me) Nest Hub Max. Just bought from eBay. Turns on but displays 4 digit code and a Can't connect to Wi-Fi message. Swiping up and selecting gear icon says Network and Not connected. That line is not selectable. Also, g.co/dev/nestfleet is displayed, but navigating there on my phone displays 404. Bottom right shows a cast icon and NestHubMax537E, but I can't find that network from my phone. Finally when booting says trying to connect to HomeHub, so maybe prior owner didn't factory reset? I can't figure out how to factory reset - instructions say hold both buttons, but no joy.

Help!

/Tom

[MplsCustomer]

@tmarinello 

It does seem that the previous owner did not do a factory reset AND did not remove it from their account.

The factory reset instructions do say "On the back of Nest Hub Max, press and hold both volume buttons together for about 10 seconds. Your Nest Hub Max will let you know that it's resetting." (https://support.google.com/googlenest/answer/7073477?hl=en&sjid=788271134681484019-NA#zippy=%2Cgoogl...).  You could try holding it for longer.

It also says you're first supposed to remove the Nest Hub Max from the Google Home app; the previous owner should have done this before selling it. And Google Nest's instructions do not say if there is any recourse if (as in your case) this is not done.

There are some posts where Google Nest recommended unplugging the unit for 10 seconds, then plugging it back in for 10 seconds, and repeating this 10 times. I don't know if this works.

[tmarinello]

Tried everything MplsCustomer suggested - all good tips, and quick too!

Ultimately had to call the Google Home team for tech support. They feel it is a hardware problem since I can't factory reset. I'm waiting to hear back from them regarding a replacement. I'm right in the edge of the warranty, but I started problem solving online while it was still IN warranty.

[Dan_A]

Hi tmarinello,

That certainly isn't the experience we want you to have and we appreciate you taking your time doing the provided troubleshooting steps. Do you happen to have a case number that we can review and see the progress of your case?

Thanks for helping, MplsCustomer!

Best,

Dan

[tmarinello]

Thanks, but I am already working with Tech Support and I have a case number - 0-1818000034233.

I am waiting for a warranty decision.

/Tom

[Muddi]

Hey tmarinello,

Thanks for sharing the case number. Upon checking, we are ready to process your device replacement. Please check your inbox from time to time because one of our team members will be sending you an email to collect all the information needed.

Feel free to update the thread if you have additional questions about your device, otherwise, I'll close the thread after 24 hours.

Cheers,

Muddi