Nest hub max was stuck updating all night

[Marijus]

Hi yesterday just both nest hub max and evening start show updating and this morning still was showing 99 procent but was not done 

[TimothyMoore]

Get what you deserve 

[Paajichele]

Am having the same issues. Tried a manual reboot as well an app driven reboot. Same problem. 

[Kennydao]

I have the same issue. Tried to do factory reset. But it’s still not solve the problem 

[TChamp]

I’m having the same issue as well. 

[curlymommax3]

yeah I'm getting the same thing. Even after resetting my Wifi, the app and factory reset the device. 

[Marijus]

Some one try contacting Google customer service?

[Paajichele]

I finally did. They escalated the problem to level 2 support and got this response. Will try tomorrow: 

This is in regards to the conversation that we had about your Nest Hub Max earlier. I have received feedback from our higher tier suggesting another work around that might help resolve the issue, by having your device connect to a Mobile Hotspot. Kindly follow the steps below on how to do it.

• (Note: Make sure to have 2 separate phones. First phone, for the set up process and second phone that has unlimited Mobile hotspot connection.)

1. Remove the device from the Google Home App. (Open Home App > devices > select  the device name > select the gear icon at the right top > scroll down > select remove device )
2. 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.
3. Second phone: Enable cellular > turn on Mobile hotspot/personal hotspot > turn off WiFi
4. First phone: Have WiFi connection be connected on the 2nd phone's hotspot connection > turn off data
5. Set up the device on the Google Home App > Set up your Google Nest or Home speaker or display
6. Once you reach on the "connect to WiFi" page, please select the hotspot name
7. Let's see if it'll still give us the update or if it'll go through. Thank you

[bpcs]

Wow!! What a workaround. I wonder if it will work or if Google will find another solution?

[Marijus]

try it yesterday still same 

[Muddi]

Hey everyone,

Thank you for providing details about the issue. We're sorry to hear that your Google Nest Hub Max is stuck in the update loop, and we appreciate all your efforts. Since you've already tried all the troubleshooting steps, the next best thing to do is to send feedback. If your Nest Hub Max is still visible in the Google Home app, please use it to send feedback. To do this, please follow the steps below or visit this link for more detailed instructions.

Turn on device usage data and crash reports:

1. Open the Google Home app.
2. Tap Favorites or Devices.
3. Tap and hold your device's tile tap Settings, or More > tap Settings > Recognition & sharing.
4. Turn on Send [device model] device usage and crash reports to Google. (Example: Send Google Nest Hub Max usage and crash reports to Google.) Note: For iOS devices, turn on Send device usage and crash reports.

Send feedback from the Google Home app

1. Open the Google Home app.
2. At the top-right, tap the account icon.
3. Tap Feedback > tap the device to submit feedback for.
4. To display available emails, in the From section, tap the arrow on the right. Select the email address.
5. In the feedback summary, write the keywords: "Google Nest Hub Max stuck on update."
6. Be sure to check the box for Screenshot and System logs.
7. To submit feedback, at the top-right, tap Send.

Once you've submitted feedback, please let us know in the comments and tell us the country where you are located in.

Cheers,

Muddi

[Meddo19]

Hello Muddi,

I did it already yesterday but I just repeat it after you message.

Hope will be sorted soon as I just bought the unit yesterday and I couldn't even use it.

Regards

[Xtinction]

Feedback sent. 

Netherlands. 

Changing volume of the Hub Max works in the Google Home app. But it just keeps being stuck on updating 99% on the screen.

[KKB]

Hello 

I brought hub nest max and trying to set up the device. It was fine last night and all sudden this morning showing updates 99% almost more than 12hrs. I called Google customer service they are saying updates were rolled out and engineers are working on fixing it. Does anyone experience same issue?. I am thinking of returning the device. 

[M20Fpilot]

Same issue. Tried factory resets and and a couple routers. Nothing works. Also thinking of returning.

[bpcs]

I have tried everything suggested... no luck. The store gave me a new one as I got mine yesterday... but I'm leaving it in factory sealing until Google finds a fix... as if it happens to me again, I'll be waiting anyway for Google to look at the unit etc.

I did see a new suggestion in a pinned post to turn off mobile phone data when setting up and updating. Only thing is, I never did that and it updated and worked fine for a few hours until at some stage another update happened whilst I was sleeping.

[KKB]

Hi 

I did turned off data while I was setting up and it worked as you said but few hours later another update started running still running its been 2 days. I thought of returning it and get new one but you stated you got another one same issues. Google customer says leave it engineer will fix it but no idea when that will be? It seems they don't even care. One thing he said he will email once it's fixed then I can buy one. I am going to return it today to get money back.

[Muddi]

Hey everyone,

Thanks for posting in the Google Nest Help Community. I've duplicated this thread to a similar trending issue. We need help in gathering more feedback about the issue. Please follow the instructions from the "Recommended answer" for the team to investigate the issue further.

Cheers,
Muddi

[KKB]

Hello

It seems you moved my one of the blog why? What's the necessity of feedback since Google know what's happening. I am planning to return the device.

[KKB]

Hi Muddi

I can't do that through the home app because home app is not showing device at all then how can I submit feedback. I located in Canada 

[bpcs]

Thanks for reaching out Muddi.

I no longer have the Hub Max in my Home app device list....I uninstalled and reinstalled Giogle Home and have not yet opened the packaging of my replacement Hub Max... I'm waiting for a fix first!

I'm in Australia.

One thing I was thinking about, is that my Samsung S21+ is set to automatically use mobile data if a WiFi network is detected as unstable... could this be a problem?

Also, I read something, if the Hub Max is stuck updating, about changing the WiFi network on your phone to a "GoogleXXXX" WiFi network that could appear on your phone during the update process... what do you think?

One more thing, it seems to be suggested that after initial install of the Hub Max, on a 2.4ghz WiFi (it seems a 2.4ghz intial selection is compulsory ???), it would be recommended to then change the Hub Max to a 5ghz WiFi if ones 2.4ghz WiFi is congested??? Any thoughts on that too?

Cheers!!

[Marijus]

https://www.reddit.com/r/Nest/comments/145cgpu/google_nest_hub_stuck_updating/?utm_source=share&utm_...

[bpcs]

Same problem here with brand new Nest Hub Max purchased yesterday... stuck on "99% updating". It was working fine last night and then overnight got stuck on the 99% updating message. I've pulled the power, done a hard factory reset using the volume controls together, removed the device from Google Home and turned my WiFi off and back on (power down for 10 minutes). Nothing has worked so far...

[RayB541]

Mine is doing that right now as well! Did yours eventually stop? 

[curlymommax3]

nope. It's still doing it.. We are going on HOURS of it trying to update. 

[bpcs]

Mine is also still stuck at 99%... over 7 hours now (except for the 45min power off plus rebooting plus removal from the Home APP that I tried).

[Xtinction]

Exact same issue here, sigh 

[bpcs]

I saw a suggestion to turn mobile phone data off when installing/ updating. I never did that initially and it all went well afterwards for a few hours with my brand new unit. It was only whilst sleeping last night that a new update started automatically and has now got stuck at 99%.

[Meddo19]

Hi, I have the same problem with a google nest ma that I got just yesterday. I already tried the hotspot solution without success. Any other suggestions?

[bpcs]

Oh dear... but thanks for trying that convoluted "hotspot solution". I am.lost for ideas and in the hands of Google now. I just wonder how, not just when, I will know it's safe to try my replacement Hub Max.

[Muddi]

Hello Meddo19,

Thanks for the update. Could you tell us what country are you located in?

Cheers,

Muddi

[Meddo19]

I live in UK

[Chaps]

Même problème chez moi en France 

[M20Fpilot]

My hub works now.

One other observation. Before the Max hub failed yesterday, onboarding a thread/matter Eve plug failed with no border router error message. It just installed AOK.

[Xtinction]

I guess a miracle happened…. The Nest Hub Max suddenly works. And I didn’t try anything. Just let the power on 

[Marijus]

Mine to start working Google fixed issue 😇

[Muddi · Accepted solution]

Hey folks,

I have some great news to share! This issue should now be resolved and you can get back to using your Nest Hub Max as normal. If for some reason you’re still experiencing problems, please try rebooting your devices and check if the update will push through.

Cheers,

Muddi

[bpcs]

Fantastic! Thanks.

[Muddi]

Hi everyone,

As we get our resolution here, I'll go ahead and lock the thread now. If you have any new issues, updates, or just a discussion topic, feel free to start a new thread in the community.

Cheers,

Muddi

[KKB]

Working now. Thanks guys