01-08-2023 11:53 AM - edited 01-08-2023 11:54 AM
I got a Google Nest Hub Max for Christmas and just set it up yesterday. I’ve had nothing but issues with it since.
When I first plugged it in, it did an immediate software update. I set it up fully, only to find during the automated tour that the left-swipe accessible menu wasn’t there. Instead it simply said “curated art”. After looking online for a solution, I factory reset the device and everything seemed to be fine.
A couple of hours later, I was using the device to listen to music and view a recipe. When I tried to swipe up on the recipe, I found that the entire device was frozen. A few seconds later it completely crashed and restarted on its own.
Now, this morning, I’m trying to set up the camera. I set it up without issues before the first factory reset but did not bother to set it up the second time until I knew the device was working properly. I keep getting the “something went wrong” message. I’ve followed the suggested steps in the app, turned the device off and on, reset my phone, removed and re-added the device to the same home and a new home within my google app…I am not doing another factory reset.
My mom got the same exact device and I set hers up with absolutely no issues. Could this one be defective? Has anyone else had luck exchanging it out for a different one? Any suggestions are much appreciated.
01-15-2023 11:58 AM
Apologies for the inconvenience this has caused you and we're here to help. A few questions: does it not respond with voice commands? Is it now disconnected or turned off? Would it be okay if you could connect your Nest Hub Max to a different wall outlet? It would also help a lot if you could do a sequential reboot. Unplug the power cord of your router followed by your Nest speakers. Plug them back in after 3 minutes tops. Restarting your phone might also help.
Tell us how it goes.
01-15-2023 05:33 PM - edited 01-15-2023 05:33 PM
Thank you for the response. I ended up exchanging the device out for another one before the return period was up. I have the new one in the exact same place with the same outlet and have had better luck with this one so far.
01-16-2023 11:26 AM
Awesome — glad to hear that this has been sorted out. It looks like we can consider this one complete, so I will lock the thread in 24 hours unless I can help out with anything else.