Nest hub max touchscreen not working

[Marcoparra8]

Hi, my hub max touch screen is not working, my return window is gone. What can I do? It's only 2 years old. 

[Jimmy_J]

good luck, friend.  I talked with Google customer service and they basically said 'buy a new one'.  I have a $20 tablet that has lasted longer than this expensive device.  Please share your experiences here so the entire forum can see if you receive the same level of subpar service as I did.

[Mlabrador]

Hi folks, 

Thanks for posting in the community. Let's sort this out. 

@Jimmy_J, I'm sorry that you had to go through this and I understand how you feel. Rest assured that we'll take your experience as feedback. We'll learn from it and deliver a better experience in the future. 

@Marcoparra8, what troubleshooting steps have you done so far? Have you already tried to factory reset the device? If you haven't done the factory reset, you can check this link on how to. Keep me posted. 

Best, 

Nikki 

[Marcoparra8]

Hi Nikki, 

Right now everything apart from the touch is working, if I do a factory reset then at some point you'll need to press ok on the screen and if the touchscreen is not working then the device becomes useless.

I wonder if there's a way to tell if is software problem or if this is actually something to do with the hardware.

Regards

Marco

[Marcoparra8]

At the moment I'm able to use the camera and the voice command features.

[Dan_A]

Hi Marcoparra8,

Have you tried the steps on how to factory reset your Nest Hub Max? I know that you need to re-do the set up but it would help a lot to narrow our troubleshooting. Also, try these: at the back of the Nest display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with G logo shows up. Repeat step one, 10 more times. (For a complete total of 11 times). After plugging the power cord back in, wait a few moments for the device to reset.

Best,

Dan

[Marcoparra8]

Alright Dan I'll try that.

[Princesss]

Hi Marcoparra8,

Thanks! We'll keep this thread open for few more days and will wait for your update.

Best,

Princess

[Dan_A]

Hey there,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the steps above? If yes, how is it?

Thanks,

Dan

[Dan_A]

Hi folks,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

Regards,

Dan

[Marcoparra8]

I'm sorry Dan for the delated, I had a chat with Google support we went through couple solutions. Replace the item or Factory reset.

They're not able to replace the Item as is well outside the warranty, they couldn't offer any other solution than factory reset.

I rather have it as it is, than reset it and then not able to click next  in order to set it up.

Plugging  the power in and plugging the power out  ten times is another way of factory reset the device, So I won't implement this solution either.

Thanks  for your help.

Regards

Marco

[Dan_A]

Hey there,

I totally understand that troubleshooting can be frustrating, but these are the most helpful steps to figure out what's going on with your device. Let's give them a try if you decide to. If you wish to proceed, you know where to find us.

Thanks,

Dan

[Jhonleanmel]

Hi folks,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

[Muddi]

Hi there,

Just bumping this up to make sure that you've seen our responses.  I'll lock this thread if we won't hear from you in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Cheers,

Muddi