topic Re: Nest Mini showing permanently offline in Speakers and Displays

Nest Mini showing permanently offline

Florian_P — Fri, 05 Jan 2024 09:58:19 GMT

Hi,

one of my three Nest speakers (2 mini, one Audio) is causing trouble.

The nest mini is permanently showing offline in the Home app.

I've tried to factory reset it (>10 time...), power cycle, different WLAN, different Google-Account, three different devices running different accounts, repeated it on different days/weeks. Nothing... for the last 3-6 months... 😞 Now I am here hoping for some help.

I can confirm it is connected to the WLAN: It is popping up in my router and via the Home App I can control its volume and it responds to voice commands. Being on mobile data with my phone, I can't control it anymore, just from inside the same WLAN. So I guess it is not connecting to the cloud.

System firmware: 375114

cast firmware: 2.57.375114

MAC: D4:F5:47:17:39:95

country code: DE

One more thing: For some strange reason, it only talks in french, dutch and one more language I do not recognise to me after a factory reset. When performing a factory reset, I am only asked in french if I want to proceed.

Regards

Florian

Re: Nest Mini showing permanently offline

Yasuookuya — Sun, 07 Jan 2024 13:51:32 GMT

I do have the same problem, it is a brand new Google nest mini, I have in my home another google home display with no issues but like Florian is the same issue, always offline, and it is because it is displayed a message there was an error authenticating your device after adding to my home, I tried with another home, I tried with different cellphones, with another router, resetting the Google device, disconnecting it for hours, putting next to the routers, and google still saying they will solve it but I have weeks asking for help everywhere, even I called and always sending me to the website, please help

Re: Nest Mini showing permanently offline

Juni — Wed, 10 Jan 2024 19:39:02 GMT

Hi folks,

Thanks for reaching out and letting us know about your concern. We'll work together to identify the cause of the problem and find a solution. If possible, try to set up your devices using another network and observe if it makes a difference.

I look forward to your responses.

Regards,

Juni

Re: Nest Mini showing permanently offline

Yasuookuya — Wed, 10 Jan 2024 21:42:01 GMT

I did as you said, I changed my router, I used also my phone as hotspot and with other phone tried to set up my device after factory reset, but it shows the same error of problem during it, it appears in home app as offline but it answers my voice and plays music if I ask, tells me the weather, but I can't find it with my phone to cast through it, I can't run my automations with it.

Re: Nest Mini showing permanently offline

username17 — Wed, 10 Jan 2024 23:21:16 GMT

@Yasuookuya and @Florian_P

Check the firmware on your working Nest Mini. Mine worked fine several years then about a month ago I did a factory reset and now it just appears offline and keeps unlinking itself from the room asking me to set it up over and over again. Contacted support through chat but they just gave me some robot responses like "factory reset it again", "change the wifi", "add it on a brand new google account", "check if you have a vpn turned on on the router" and after that hour long conversation came to an end with my device still not working the support guy said well sorry it doesn't work do you have anything else you'd want help with? xD

Sadly I think the solution is to buy a new one if you really need it and pray to god it works or that it doesn't auto update to the same firmware

Re: Nest Mini showing permanently offline

Yasuookuya — Thu, 11 Jan 2024 00:22:52 GMT

Actually I already thought of that, it is brand new so I was expecting them to give me a warranty or a new one because I have been trying to reach them out for 3 weeks already with no good answer, the calls always escalated to higher people but never called me back, so how can you rate them in their own app, what can you expect if they are always trying to solve the issue factory resetting the devices if they already know this error has no fixing

Re: Nest Mini showing permanently offline

Florian_P — Thu, 11 Jan 2024 06:43:01 GMT

Hi Juni,

As you can read in my original opening post, I already did that, trying another WiFi and/or another android device and/or another Google account.

Nothing helped so far... All details can be found in my opening post

Regards

Florian

Re: Nest Mini showing permanently offline

olupko — Thu, 11 Jan 2024 09:19:06 GMT

I have the same issue

System firmware: 375114

cast firmware: 2.57.375114

I have a new nest mini in the cart since I use the google voice assistant extensively but I'm reluctant to buy another one since I'm afraid that when I'll set the new one up it'll just update to this broken firmware and it'll be permanently offline just like the first one.

Would be great if support stopped giving robot replies and they actually rolled out a new firmware that fixes this issue

Re: Nest Mini showing permanently offline

Juni — Fri, 12 Jan 2024 19:29:16 GMT

Hey folks,

Thanks for the details you’ve shared. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this Contact Us form with all the needed information, then let me know once done.

Best,

Juni

Re: Nest Mini showing permanently offline

Yasuookuya — Thu, 18 Jan 2024 10:18:28 GMT

No one has answered, please give my money back, or give me a speaker that actually works

Re: Nest Mini showing permanently offline

Princesss — Thu, 18 Jan 2024 20:58:39 GMT

Hey there,

We got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon.

Best,

Princess

Re: Nest Mini showing permanently offline

Florian_P — Fri, 19 Jan 2024 06:50:38 GMT

Already did that, no reply so far.... That's actually disappointing quite a bit

Re: Nest Mini showing permanently offline

Princesss — Fri, 19 Jan 2024 16:23:04 GMT

Hi Florian_P,

Apologies for the delay. We'll make sure to follow up on this and keep the thread open until you are assisted via email.

Best,

Princess

Re: Nest Mini showing permanently offline

Yasuookuya — Tue, 23 Jan 2024 01:53:48 GMT

How many times do I have to ask for help, please accept it, this google doesn't work, please provide a new one that works or give my money back... There hasn't been an answer from days now, and it doesn't matter how well I explained what I did already to fix the problem, you will always say the same recommendations I already did...

Re: Nest Mini showing permanently offline

DerHerrGammler — Tue, 23 Jan 2024 17:38:35 GMT

I also have the same Issue.
I got two Nest Mini both the the same Firmware installed. One is working without any troubles and the other one is always offline but works and can play everthing and also controllable over the App. So why is it still "offline"

Both have system firmware: 375114 and cast firmware: 2.57.375114 but one is working and one isn't

Re: Nest Mini showing permanently offline

Yasuookuya — Fri, 26 Jan 2024 04:14:22 GMT

Hello?? Are you still working on my issue?

Re: Nest Mini showing permanently offline

Florian_P — Fri, 26 Jan 2024 10:39:13 GMT

You need to file a complaint via the provided form. However, don't expect too much. At least they reply that way

Re: Nest Mini showing permanently offline

Yasuookuya — Fri, 26 Jan 2024 11:58:49 GMT

I have already but anything yet, and they keep saying what I have already done like I haven't been fighting with them for months already

Re: Nest Mini showing permanently offline

Juni — Fri, 26 Jan 2024 18:35:13 GMT

Hi folks,

Yasuookuya and Florian_P, thanks for the details you’ve shared. It appears that our support team is already assisting you via email. Please continue the conversation there so they can assist you accordingly.

DerHerrGammler, thanks for posting. Have you tried the steps provided in this thread? Give it a try and let us know the result.

Thanks,

Juni

Re: Nest Mini showing permanently offline

NiklasDietzsch — Thu, 01 Feb 2024 19:56:17 GMT

I also have the same problem with the same software version. When will there be a hot fix for the problem? Give me a date.