HOME mini UNRESPONSIVE thread - "Google home mini 4 dots stuck problem"

[halupto]

Hi guys, here´s thread for anyone who´s experiencing "Google home mini 4 dots stuck problem". Possible news from Google, solutions or fix to be written here. Seems this issue affected lot of devices, let´s see what can be done about it and what will be Google´s reaction to this situation.

Moderator edit: Subject updated for clarity and findability

[KiiFromGoogle · Accepted solution]

Hi everyone,

Thanks for sharing details in the comments here and for submitting feedback reports to our team.

We’ve identified the cause of this issue and have stopped the software rollout.

If you’ve been impacted by this issue, we want to make things right: Please reach out to Google Nest support at g.co/nest/contact for assistance.

Thanks for your patience while we looked into this— we're here to help if you have any other questions.

[gileswells · Accepted solution]

Sadly it appears this is, at least for now, only available in the US. Replacements have been authorized and I've got the steps that I went through to request AND BE APPROVED FOR IT.

I got my replacement options last night after my last time chatting with Google early in the morning on the 23rd. Either I can return mine and then they send a replacement or I buy a new one (through an individualized link) and they just put a hold on the card which they will release once the return is received. I had to go through some steps with the chat rep Ana (she was great and very patient) including trying the 10x reboot thing and then also sending a quick video of it locking up.

Here's how I got to this point:

1. I went to the contact link that @KiiFromGoogle listed and clicked on the Google Home category and said something about my device being bricked in the text field.
   1. As someone that has worked chat support for other companies before I will say this up front, be courteous, stick to the facts, and overall be genuinely thankful for their assistance. You'll get so much further with being a polite person.
2. In talking with the rep and confirming that the device was purchased in the United States (I believe I've seen reports that some countries didn't get replacements last time there was a bricking event like this so your results may vary if you're in another country), we started trying some debugging to ensure that it was in fact bricked. Those steps included:
   1. Rebooting the device 10 times through powering it off, waiting 10 seconds and then plugging it back in. We then waited for it to get to the 4 solid white lights before unplugging and doing it all over again. It never got to the "Welcome to Google Home" or whatever it was supposed to say.
   2. We then tried to hold the reset button for 5 seconds (which makes it go into reset mode) and then an additional 10 seconds (which confirms the desire to reset?). This just ended up with 2 white lights for me until I powered it off again and then back on which is when I got back to the 4 white lights.
   3. The last thing that Ana had me do was take a 45 second video showing off the device being plugged in and then it freezing at 4 white LEDs. This was the most annoying part of the process because my phone can't get low enough resolution to get 45 seconds of video and be under the 25mb file transfer limit offered by Gmail. Additionally the file upload included in the chat doesn't receive video files so I had to use email. I tried to offer her a Google Drive link but in the end she just asked that I send as long of a video as I could which ended up being about 15 seconds.
3. After she had enough evidence, she sent it off to her supervisors to get approval. A supervisor wasn't available so I had to wait 24-48 hours for a response.
4. 42 hours later I received an email asking for mailing and contact information. This included my name, mailing address (with country) and phone number.
5. Just an hour later I received my confirmation that I was eligible for a replacement device. I replied with my preference for the Standard Exchange option and am waiting on further instructions. (I'll post that email below)

This is where I am currently in the process but figured it was good enough to post some good news as Google has confirmed that I will be getting a replacement unit for my out of warranty device!

This is the email that I received detailing my replacement options:

---

Hello Giles,

Thanks for reaching out to the Google Nest Customer Care Team.

Congratulations! You are eligible for a replacement.

We have 2 option of the process:

1. Standard Exchange replacements don't require an authorization hold, and a replacement device isn't sent to the customer until Google’s warehouse receives the defective device. Customers are advised to return their product within 14 days according to the RMA instructions; however, in total, the customer will have 45 days from RMA creation to return the defective unit using the shipping labels. The RMA will be canceled if the labels are not exercised or used after 45 days. If the product is returned after this then it is returned to the customer and they are advised to contact support for a new RMA.
2. Advanced Exchange allows the customer to check out their replacement device from the Google Store via an Advanced Exchange replacement cart link (RCL) sent to their email before they return their original device. The RCL is valid for 90 days and the customer may complete the checkout process anytime within that period.

   Once they complete the checkout process, we put an authorization hold on their credit card for the full Manufacturer Suggested Retail Price (MSRP) of the replacement device. Once the authorization hold is approved, a replacement device is shipped to the customer in 2-7 business days.

Please let us know and reply to this email on which option you prefer.

For reference your case number is [my case number]. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

Thank you,

Ana

---

^ Look at Ana being awesome. @KiiFromGoogle please, if you're able to, pass along my well wishes to Ana's leadership team. She was top notch, knew her stuff, and was great through the whole process.

12/27 edit is below. Also updated step 1 from the list to give clearer instructions on how to get to the right chat.

I got my return instructions. Essentially I box it up and take a QR code to FedEx and they will print the shipping label. The box needs to include both the Google Home Mini and the power cable. They also provide the link for how I can track the shipment as it heads off to Google for receipt and then 1-2 days after they receive it they should have a new one sent out to me.

Final update (1/3/2024): So Google made a mistake and accidentally sent me the full sized Nest Audio as a replacement instead of the Nest Mini that I was expecting. 🤯 I hope that others are able to get as lucky and that those out of the US are given better options for resolving their issues.

[CP55]

Mine is also a brick now.

• Are lights solid or strobing? 
  Solid 4 lights
• Are lights stuck on before a reboot is completed? Or do they turn on after boot and stay on?
  Stuck on after boot and stay on
• Can you cast music to the speaker from a mobile app?
  No, its a brick can't do anything.
  
  

[rbm78bln]

Okay, Feedback report filed including a screenshot of the device details.

Thank you very much for investingating, @KiiFromGoogle !

Season's Greetings

Ralf

[damy1020]

Same problem here, just the google home mini. Google nest mini works fine so far.

[oicned]

Any update on this issue? I guess it's hard to revive a brick. 😂

[rashby112123]

Hi,

I have the same problem as others, I would appreciate an update. I spoke to a representative from Google about the issue on December 11th and was told there would be a fix within a week. This has not happened, would appreciate an update!

Thanks

[FredT]

Hello,

4 solid lights - from power on the middle 2 then all 4.

If you try and use reset button, the first light goes green, but the rest stay solid white - on releasing the reset button, the first light goes back to white.

Shows as unavailable on Google Home app.

Doing the power on/off 10 times at 10 second intervals does not help.

Google home mini 1th gen

[Hoagie572]

Hi,

Despite asking for an update from Google on many occasions, we're hearing nothing. Can you give us all an update. Ideally with as much technical information as possible. 

Thanks.

[Elmobob]

Same here, two Google mini home speakers 1st gen.

[annegirl]

Do you have any update?

[Alexandria13]

Our Google Home mini first gen is bricked as well. Suddenly, a couple of weeks ago, it simply stopped. We have four white lights and when I do a factory reset, only one green light at the far end of the row, is lit. It will then display constant four white lights, no response.

Our device was purchased a few years ago. We actually bought three but only this one is currently in use. I believe it’s Google’s responsibility to replace these devices if out of warranty as well, seeing as though this is a result of Google’s actions and not the owner’s; or provide a universal fix for those of us who were affected by this update.

Horrible.

[J0K3R]

Have the same problem today (12 dec 2023)!

[J0K3R]

I have 2 Home Mini: 1 wan't boot, factory reset not worked (there is only one green light), the second one still works.

[cj11tt]

I also have this problem. I have tried google's suggestion of unplugging the device, waiting 10 seconds and plugging it back in again 10 times in a row and this has done absolutely nothing and the device still appears to be bricked. Looks like lots are seeing a similar issue today so it must clearly be a borked firmware update on google's end. Please fix this google.

[Remon]

Same problem since 2days

Only 4 lamp light up and do Not start

and nothing helps

[MarkPnest]

Looks like Google bricked lots of peoples devices and are now ignoring the problem. Really frustrating.

[RaeF]

I’m having the same issue with my mini. Very frustrating. I’d like to know what can be done. 

[Davetheboss5]

Same thing has happened me. Nest mini showing 4 white lights and not responding. Have reset number of times, no success. Please fix this Google. 

[Jaytee22]

Exactly the same problems here. Bricked on the 11th of Dec. Christmas coming up so google sends out bad software to brick old devices? Never had an issue with it before now 

[RaphaelF1]

I thought the same thing since everyone got the same problem at the same time.

[Juancubo]

Same happened to my Google home. 4 lights and stuck. Tried the 10 times removing power and nothing. Tried all other "solutions", nothing worked. Looks like a faulty firmware update. 

[Juancubo]

Tried chatting with Google. They say it's out of warranty nothing can be done, no replacement, no coupon for a discount on new unit. Sounds like "let's brick some devices so they go and buy a new one"

[NannyOgg]

Had the same conversation apparently my Google home is out of warranty but I don't think a warranty covers a company putting out a faulty firmware

[ElBuse23]

Same here, I contacted the support and they told that my device is out of warranty and they can do nothing. I am just supposed to throw away the **bleep** brick and buy another one hoping that last more than 2 years.

[Jaytee22]

Exactly the same with me. Support just went round and round in circles (I’m not convinced I was actually even talking to a human). Pretty much looks like google has sent out firmware to brick older devices that are out of warranty and support just brush off anyone who questions how dodgy it actually is. Will never buy another Google product personally. 

[GogleNoCustSvc]

Buy Alexa

[Juancubo]

Who knows how to search for the latest firmware update date?

[Juancubo]

https://www.reddit.com/r/googlehome/comments/18ecsug/four_white_lights_failure_affecting_google_home...

Not alone definitely 

[Juancubo]

My device was on the preview program. Can you check yours? 

[ElBuse23]

Mine was not

[ElBuse23]

I personally checked under device settings in google home app. on the device information menu

[Juancubo]

Minimum they should allow to trade in our bricked devices for a heavy discount on a new one. 

[ElBuse23]

Minimun they should at least recognize that there is a problem. The customer care agent I was assigned never "admitted" there was an issue... He just asked for a bunch of information (about age of the device, kind of usages, etc.) and then said that it was no longer under warranty, so nothing can be done. 

[Juancubo]

Please piggy back on this tweet to Google. 

https://twitter.com/juancubo/status/1734238278910451967?t=Zl706kSiCq3WGHhgdijxRw&s=19

[MarkPnest]

Yes - think about all the e-waste they just created. Surely Google need to find a solution..

[Martin881]

 4 months after warranty and recommendation to buy a new device.

[ElBuse23]

Bought on 25/04/2020. A "long" time ago, but still perfectly usable if it hadn't suddenly stopped working

[Snowperson]

Same problem on my 1st generation Google Home.  Over the last few days I tried (and repeated) all the usual reboot procedures mentioned above but had no luck. 

I just got off an online chat with support less than an hour ago and in the end they said it's out of warranty so they can't process a replacement but said (I kept the transcript)  "Please send us a feedback report from the google home app so that we can look deep into this issue to find a resolution as soon as possible." When I mentioned seeing posts of others with this problem so that this must be a known issue, the response was "I am sorry to hear that but we don't have a information about that" which in retrospect sounds like a bot-response.

Anyhow, as requested, I just sent feedback (restating the issue) through the Google Home app so we'll see what happens.

[Voidstate242]

I had similar experience with 'support chat' - I said up front I had tried various 'fix' procedures, and a few other bits of info, then later in the chat I was asked if I had done these procedures. 'They' also then repeated some questions, word for word, to items I'd already covered. I agree it could also just be a script they follow, and have to follow a certain path.

[asotalora]

I had a perfectly working device until the last update of google home. I have submited my problem and tried to hard reset my device with the help of Google Support but nothing works. I suppose I am not the only damaged. My device is not in the warranty period so they don't give me a new one. But the problem is due to Google's new update, so is their fault, not mine so I ask for a good solution to my problem. It's not a hardware issue...

My Reference ID is 8-8415000034760.

Please give me a good solution.

[Ladegro]

I have the same problem, but then with a regular google Home 1st gen. Four white dots and no result after applying the reset instructions... How can a manufacturer just push bad firmware and not feel responsible to fix it?