Google nest mini (2nd Gen) not connecting after factory reset

[roycefernandes3]

Hello,
I have 2 google minis that I use as a stereo. One of them suddenly disconnected and will not connect or can't even get detected.

I factory reset the speaker.
Even after the reset, it just reaches the point where it tells me to open my google home app and stops after that. The lights that appear next which indicate that it's ready to connect to the Bluetooth does not happen. It's not even visible on my phone's Bluetooth.

[roycefernandes3]

Hello Rachel,

So my device does respond to "okay Google" with a sound (which indicates it isn't set up)

Whenever I factory reset it, it does say " Welcome to Google Home. To get started, download the Google Home app on a phone or tablet" but stops after that. What I mean by that is that the device would normally display 4 light blue dots indicating that it's ready for setup. Or as I'd like to call it, the Bluetooth lights. Those 4 light blue dots don't show at all.

This happens only for the first time I reset the device.

If i turn it back off and on, it just loads up but doesn't say "Welcome to Google Home. To get started, download the Google Home app on a phone or tablet".

(I can also increase and decrease the volume by touching the buttons of the speaker)

[Juni]

Hi folks,

Thanks for the help, @ RachelGomez123.

@roycefernandes3, Thanks for reaching out. I know how it feels when something isn’t working as it should, and we appreciate the troubleshooting that you did. A few things: Does it light up four orange lights when you switch the mic off? What message are you getting when you set it up using the Google Home app? Are you still using the original power cord? When you do the reset, do you hear a chime?

I look forward to your response. 

Regards,

Juni

[roycefernandes3]

Hi Juni,

Appreciate the help.

Yes the 4 orange lights do show when I switch the mic off (but i do not hear any sound or the assistant does not say that it's switched off)

I cant connect the speaker to the app. After i hard reset it, the speaker seems to load up and says " Please download the Google home app to get started" after which it doesn't do anything, and I'm unable to find it on the app or via wifi.(it doesn't broadcast any signal at all) Normally you'd see 4 light blue dots after that message that indicate the speaker is ready to be set up by the app. Those 4 light blue dots don't appear.

I use the original power cord.

I do hear a chime. Although when i long press on the 4 orange lights when trying to reset, normally it should say that "you are about the rest this device, release to cancel". It never says this but only gives a chime when i press on the orange lights for 10 seconds and gives a "build up" sound when I put my finger on the orange dots.

[Muddi]

Hey roycefernandes3,

Chiming in to ensure everything is covered here. To confirm, do you see a hole at the bottom of your speaker? Also, could you tell us when and where you purchased your device?

Cheers,

Muddi

[Muddi]

Hi roycefernandes3,

Thanks for the information. Let's go ahead and try these steps below.

1. On the side of the device, unplug the power cord for 10 seconds > plug the power cord back in > wait until the 4 LEDs light up.
2. Repeat the first step, 10 more times.
3. On the last attempt, leave the power cord plugged in.
4. Wait until the device announces "Welcome to Google Home" > set up the device on the Google Home app.

Let me know if that works.

Cheers,
Muddi

[roycefernandes3]

Hi Muddi,

Do the 4 dots you're referring to remain lit up on the speaker or do they turn off after a while?

[Muddi]

Hi roycefernandes3,

The lights should turn off in a minute or two. If it stays on, then there's really something wrong with the device. Could you tell me what is the color of the lights? Also, have you tried the steps on my last post?

Cheers,

Muddi

[roycefernandes3]

Hi Muddi,

I did try the steps you mentioned in the last post.

It does take a little longer when I plug it in after the 10th time. Although the same thing happens. It loads up and proceeds to says "...... Download the Google home app to get started" and then does nothing.

The initial colour of the 4 lights at the first 5 second of startup is white with a small tinge of blue(stationary lights).

It then proceeds to the 4 white(blinking loading lights)

Soon after it shows the 4 Google logo lights with the speaker loading chime.

It then goes back to white (when it says" download the app...")

[roycefernandes3]

https://youtu.be/sKsA0VNTXaU 

I've uploaded a videob of the speaker loading

[Muddi]

Hey roycefernandes3,

Thanks for sharing the video. What is the status of your device on the Google Home app after hearing "Download the Google Home app"? Have you tried to set it up?

Cheers,

Muddi

[roycefernandes3]

Hi Muddi,

It isn't showing on the app or on wifi.

Usually a normal device would display light blue dots (indicating it's ready to setup with the app) after it says"download the app ..." . This speaker doesn't do that as you've seen in the video

[Muddi]

Hi roycefernandes3,

We appreciate your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[roycefernandes3]

Hi Muddi,

I've filled the form.

Royce

[Princesss]

Hi roycefernandes3,

Thanks — 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

[roycefernandes3]

Thanks Princesss.

[Princesss]

Hi roycefernandes3,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess

[roycefernandes3]

Yup. Sounds good. Thanks for all your help.

[LovelyM]

Hello roycefernandes3, 

We appreciate you keeping us in the loop. We'll lock your thread shortly. Feel free to create a new thread if you encounter any concerns in the future.

Cheers, 
Lovely

[roycefernandes3]

Hello Muddi,

Yes it does have a hole at the bottom(Google nest mini 2nd gen).

I bought it in 2019 on Amazon(India).