Google nest audio in bootlooping

[Brakosbra]

I moved to another city and while trying to reset the device (by muting it and holding the middle button for 10 seconds) it got into bootlooping. I mean, it starts blinking all 4 lights in white and after a while these lights are gone. I tried the solution of factory resetting by restarting it 10xs and it was of no use. What can be done in these cases?

[Alex_S]

Hi Brakosbra,
 

Our team would like to take a look at this. Kindly fill out this form and let us know once you're done.

Regards,
Alex

[Alex_S]

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Best,
Alex

[carmine00]

hello, I just found this question and I have exactly the same issue. My nest audio stopped working, I rebooted it, still nothing. I removed it from my home, performed a hard reset, even done the 10x pug/unplug thing. Still nothing. It boots up, there is a "first, download the google home app" message, but then the lights turn off and I can't find the device on my google home up for setup. 
Can you please assist? 

[Alex_S]

Hi carmine00,
 

I’m sorry to know that the troubleshooting steps didn’t work for you. Let’s further look into it. Does your Google Nest Audio stay off after it boots up with the “...download the Google Home app” message, or does Google Assistant wake up on the “Hey Google” trigger word? 

Also, open your phone’s Settings > WiFi > Check if it can find a “NestAudio.XXXX” network > Connect to it and then go back to the Google Home app to proceed with the setup.
 

I’ll look forward to your response.

Kind regards,
Alex

[carmine00]

hello Alex, thanks for getting back to me. 

The Nest Audio stays on in some sort of stand-by, it gets triggered by "Hey Google" but it responds always with "there has been a problem" and a buzz sound. 

Also, I can't find the wifi connected to this specific unit, and that may be because I have already removed it from my Google Home when I did the hard reset. I have a few more units in my household and as a matter of fact they are all responding. 

Thank you for now, 

[Muddi]

Hey carmine00,

Chiming in, I believe Alesx_S wanted to know if your Nest Audio appears on your phone as one of the available WiFi connections. You can check it on your phone settings > WiFi.  Also, could you tell us when and where you purchased your device?

Cheers,

Muddi

[carmine00]

hello, 

no, as I wrote in my previous message, the device doesn't appear as a wifi connection (and it may be because I removed it from my Google Home).

I bought this unit online in the Czech Republic (Europe) from a Czech retailer, on the 13th of May, 2021. 

thank you

[Muddi]

Hello there,

Thanks for the information. Since we have exhausted the troubleshooting steps for your issue, the next best step is to replace it. I suggest that you check with the store where you bought the device if they can still replace it for you. 

Cheers,

Muddi

[Muddi]

Hi carmine00,

Checking in, have you had the chance to contact the store where you bought your device?

Cheers,

Muddi

[carmine00]

Hi Muddi,

The device had a 2-years warranty, which has expired in May 2023. So it has malfunctioned just after its warranty expired. If there is nothing else I can try, I will just have to trash it, which is a pity because it looks like a software problem. 

It's frankly a bit disheartening. 

[Muddi]

Hey carmine00,

I understand. Could you tell us the name of the store?

Cheers,

Muddi

[carmine00]

hello Muddi, 

I bought it online from Alza, a big Czech-based online retalier. (alza.cz) 

[Muddi]

Hi there,

Thanks for the information. I'll check this with our higher tier of support. Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[carmine00]

hello, thank you, 

I had already filled the form when I first jumped in on the topic, but I just did it again. 

Thank you, greetings, 

[Muddi]

Hey carmine00,

Thanks — we got your form and have sent it over to our team for review. Please check your inbox from time to time as someone will be reaching out to you. Here's your case ID for your reference: 2-1170000035091. Also, please be advised that this thread will be locked after 24 hours.
 

Cheers,

Muddi