Resetting a Goggle Nest Hub Max

[meandyou]

I’m asking again how to reset the Hub Max.

I’ve unplugged the unit from the outlet then plugged it in again.  Upon restarting it says “Connecting to Home Hub”.  Then the 4 letters/numbers show up along with Can’t connect to Wi-Fi”.

I’ve tried several times to reset by pressing the volume buttons on the back of the unit; just vol. down, then vol. up, then both at the same time, for 10 seconds as required.  Nothing happens.

The screen continues to show nothing but the 4 letter/number combination “W 9 S 9” and “Can’t connect to Wi-Fi”.  Does the unit have to be connected to the internet before the resetting can happen?

I’m using the Goggle Home app on my iPad to do the resetting.

[David_K]

No internet needed to do the reset. Try these steps:

For Google Nest Hub (1st gen)

1. Unplug your device then hold down the volume button while plugging it back in.
2. Release the volume button once the device turns back on.
3. Once the device boots into recovery mode, factory reset the device (hold down both the volume up and volume down buttons at the same time).

For Google Nest Hub (2nd gen) and Google Nest Hub Max

1. At the back of the display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with the G logo shows up.
2. Repeat step one 10 more times (for a complete total of 11 times).
3. After plugging the power cord back in for the 11th time, wait a few moments for the device to reset.
4. It should announce “Welcome to Google Home” to let you know it’s ready to set up.

[Ninny246]

None of these suggestions work. I bought this google nest hub from Best Buy inNovember 2021. Best Buy can’t help, says I have to go through google

[Princesss]

Hi Everyone,

Thanks for reaching out.

@David_K - I appreciate your help on answering this thread.

@meandyou - I hope that the steps provided to you worked on your end. Feel free to respond to this thread if you have additional questions and we'd be happy to answer it for you.

Best,

Princess

[Princesss]

Hi everyone,

Chiming in to check if you still need help with this?

Feel free to respond to this thread if you have additional questions and I'd be happy to answer it for you.

Best,

Princess

[Princesss]

Hi everyone,

Due to inactivity of this post, I'll go ahead and close this thread now to keep our community tidy.

Please feel free to start a new thread if you need any assistance with your Google Home/Nest speakers.

Best,

Princess

[Ninny246]

None of the steps I’ve tried work. I still have the white screen with the G logo

[Azarco]

Hey Ninny246

Thanks for reaching out. I know how it feels when something isn’t working the way it should, I'd like to gather some details:

• Have you tried plugging the device to a different power outlet?
• When was this issue (stuck on the gray G logo) first noticed?
• Was the device already in this state when you first discovered it?
• If no, were you in the middle of interacting with the device when it happened? If so, what were you trying to do?
• Did you unplug the device or was there a power outage shortly before you discovered this issue?

Give these steps a try:

1. At the back of the Nest display, unplug the power cord and wait for 10 seconds, then plug it back in and wait until the screen with the "G" logo shows up
2. Repeat the first step, 10 more times.
3. After the customer plugs the power cord back in, wait for the device to reset. The device announces "Welcome to Google Home" to signify that it's ready for setup.

Looking forward to your response.

Best,

Alex

[Ninny246]

I have tried all of the above. I was in the hospital 8-18 to 8-21. When I got home the screen was white with the G logo.  I don’t think we had a power outage while I was gone and there was no one here while I was gone. Everything I have tried has the same results, white screen with G logo. I took it back to Best Buy but was told google would have to replace it. I really liked using the hub, but am afraid to buy another since this one didn’t last 12 months.  Arrrrgh

[Azarco]

Hey there,

Thanks for letting us know and we're sorry for the inconvenience. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. This form is only meant for you to use, so let me know once you’re done.

Cheers,

Alex

[Azarco]

Hello Ninny246,

We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Kind regards,

Alex