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[MarkScott99]

A month ago, my large Insignia Google Home Speaker stopped working. The message: “LOAD” appeared on the screen and never went away; It has been unusable ever since.

I tried a few methods to reset and fix it:  holding the power button for 12 seconds;  reset pinhole at the bottom.  Nothing solved the problem.  The loading lights keep blinking at the top

After trying to resolve the problem myself, I brought it into Best Buy in mid-September. I was told the warranty just expired and they couldn't do anything and to reach out to BestBuy support for assistance..  It is incredibly frustrating that the unit stopped working at approximately the 1-year mark (when the warranty conveniently expired!).  

The unit is in perfect condition; it simply appears to be a software problem. I am hoping it would be an easy fix. I am a regular customer at Best Buy and enjoyed the device while it was working. Please let me know if any exception can be made to repair or replace the device.

[Mariah-BBY Retired: Social Media Specialist]

Good Afternoon, MarkScott99,

Welcome to our community! Thank you for reaching out to us about your speaker. I’m sorry to hear it’s stuck and it’s not responding as you’d like to expect.

Can you please share what’s the current version of firmware your device is on? Also, can you please share how far away from your router it is? Usually being stuck in the Load stage means it’s trying to download or update and it cannot. We’d highly recommend continuing to try to reset your device.

You can do that by pressing the button for 12 seconds to reset the product. The LEDs on top of your speaker should alternately blink white and orange.

If this still doesn’t resolve your issue, we’d highly recommend giving our advanced support teams a call at (877) 467-4289. They’d be able to chat a bit more about what troubleshooting options may be available at this time for you. Please note given you had mentioned being outside of the manufacturer’s warranty I’d be unable to guarantee what assistance will be provided.

Respectfully,

[MarkScott99]

The lights on top never blink orange.  Only fade in and out white.

There is no way to ask what firmware version since there's no way to connect to the device.  It doesn't show up on bluetooth or Google home.

[Mariah-BBY Retired: Social Media Specialist]

Hello,

Thank you so much for sharing that yours is only blinking a white color. We’d highly recommend giving our support teams a call at (877) 467-4289. They’d be best positioned to offer some additional troubleshooting steps.

Kindly,

[Powel]

You said the large speaker with battery ?  unplug it until the battery dies, then reset it.