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New Nest Hub Max - can't complete tutorial - swiping from right edge does nothing

itm
Community Member

I'm just setting up a new Nest Hub Max, and tried to watch the tutorial, but it won't get part the bit where you have to swipe left from the right side of the screen. I've tried swiping countless times, but nothing happens, and I can't move on to the next stage in the tutorial.

Any ideas??

14 REPLIES 14

listairee
Gold Product Expert
Gold Product Expert

Hello @itm,

Thanks for reaching out. I'm sorry to hear you are experiencing this issue. Have you tried factory resetting the device? Here's a step-by-step guide to help you get started if you have not.

Hope that helps! 🙂

itm
Community Member

TBH I'm not sure it's worth the trouble of a factory reset - I'd only just taken it out of its shrink-wrap when I hit the problem. It would be annoying to go through the whole setup process again, only to get the same problem.

@itm 

You could also try a simple reboot, which does not erase any settings.  You can do so from within the Google Home app, or you can unplug your Nest Hub Max for a minute.

itm
Community Member

Thanks for the suggestion. I just power cycled it, but I don't see any option to replay the tutorial. It looks like it may only be available after a factory reset. 

Muddi
Community Specialist
Community Specialist

Hi itm,

 

Thanks for sharing details about the issue. I appreciate  and  for helping here.

 

I know how it feels not having a working device when needed. To help us get a better picture of what's happening, do you mind sharing a video? Follow the steps below to know-how:

 

  1. Hit reply or Start a new post.
  2. Click Insert Image.
  3. Choose an image source location.
  4. Follow the on-screen instructions. Also, you can tap the "Drag and Drop" option. Please note that maximum attachment is 5 MB.

Looking forward to your response.

 

Cheers,

Muddi

itm
Community Member

Sure - what exactly do you want to see a video of?

Muddi
Community Specialist
Community Specialist

Hey itm,

 

Please share a video showing the issue on your device so we can check it further.

 

Thanks,

Muddi

itm
Community Member

I'm not sure which video would demonstrate "the issue" - I can no longer access the tutorial, so have no way of starting it?

Muddi
Community Specialist
Community Specialist

Hi itm,

 

Could you tell us the status of your device now? Is it working?

 

Cheers,

Muddi

itm
Community Member

Yes it's working normally. I just never got to see the introductory tutorial, and I don't see an option anywhere to access it.

listairee
Gold Product Expert
Gold Product Expert

Hello @itm,

If it is working normally now, it means the power cycle fixed the frozen screen issue. 

If you need more information about what you can do on your Google Nest device, you can refer to this link.

Hope that helps! 🙂

Princesss
Community Specialist
Community Specialist

Hi itm,

 

Thanks for confirming. Usually, tutorials are shown during the set up process. Here's a link to what is included on the tutorial: https://goo.gle/3QnNxUK

 

Let us know if you have additional questions and I'd be glad to answer it for you.

 

By the way, thanks for chiming in @listairee.

 

Best,
Princess

Princesss
Community Specialist
Community Specialist

Hi there,

 

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the community and we’ll be happy to help.
 

Cheers,

Muddi