Google Nest Community

halupto · ‎12-10-2023

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 · ‎12-22-2023

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.

View Recommended Answer in original post

gileswells · ‎12-26-2023

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:

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.
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.
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.
42 hours later I received an email asking for mailing and contact information. This included my name, mailing address (with country) and phone number.
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:
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.
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.

View Recommended Answer in original post

bluebutterfly · ‎12-13-2023

I'm having the same issue. I hope they figure it out but at this point mine won't connect to the wifi so I don't see how they will push out a fix for it 😞

victorlsn · ‎12-13-2023

Ooh, "good" to know it was caused by a firmware update. I have 3 devices, 2 are working just fine, just one stopped working and nothing fixes it.

Tattoz96 · ‎12-11-2023

And if we open a change.org so that Google responds, apparently we are sorry for those affected, or for someone in the USA who opens a complaint, because this appears to be a blatant form of programmed obselence.

MarkPnest · ‎12-11-2023

If it is, I'll happily take it up with MEPs with some fellow EU users. It goes against the EU focus on reducing e-waste. But I want to give them a change and not assume it was deliberate.

BirdyD · ‎12-11-2023

Confirm, same trouble's as anymore..

ChrisB3 · ‎12-10-2023

My Google home first gen speaker is only showing four white dots. I have tried the unpower and repower 10 times as recommended by Google but it is not working. This speaker was working perfectly last week, what can I do to return it to a working state. I can't believe a software update can have rendered it redundant.

SRO · ‎12-10-2023

Facing exact same problem, neither method of reset work.

Tom67 · ‎12-10-2023

Hello exactly the same problème since this morning…

Thomda · ‎12-10-2023

I've also had the same problem since this morning

annegirl · ‎12-10-2023

Same issue here too.

ma10--_ · ‎12-13-2023

Same issue here

ChrisB3 · ‎12-11-2023

Has anyone had seen a response from Google?

Glennnoome · ‎12-10-2023

Hi there, Google home speaker had four constant LED’s and won’t factory reset, any other suggestions? Thanks

MARTYG · ‎12-10-2023

The Speaker has 4 perm lights on it and I've tried all the relevant self help things I've read like taking out the power cord 11 times, etc and pressing the button for 15 sec, nothing has worked.

I've not changed anything on the wifi settings.

I've got 3 other minis that are still working and two google displays that are working and Google TVs that are working, just this speaker that isn't.

What else can I do? If I do take the bottom of this speaker off there is an input via a micro -USB? Can anything be plugged in here to reboot it?

It seems like many other people have faced this issue

DHPHOTO · ‎12-10-2023

I have multiple Google Home Minis and one has exactly the same problem. Same reset attempts without success. The hold reset button brings up one green LED, but it doesn't do more. No sound being emitted on any power cycle. On power up WHITE LED 2 & 3, then 1 &4 get added and all 4 remain HITE solid.

LynnHam · ‎12-10-2023

My Google home suddenly stopped working while it was playing music.

4 solid white lights are displayed on the top and on the back there is a solid orange light. I've read all related threads and tried the fix to unplug, wait 10 seconds, plug back in and wait for 4 lights. Then repeat 10 times. I doesn't work.

Does anyone know of another fix for this problem?

TIA.

jan-kapic · ‎12-10-2023

Same here. I tried to play spotify an hour ago, my device was unresponsive. After reseting the device, I got stuck with 4 white/pink dots.

I also tried to plug/unplug the device 10 times as recommended .. nothing.

The device worked fine this morning.

Brookelynn · ‎12-10-2023

Having the exact same issue, which started late yesterday. Even tried the factory reset, but still nada. Other ideas for fixing the issue?

TIA,

Brookelynn

jan-kapic · ‎12-11-2023

So I just finished 50 minutes long session of pressing mute button/reconnecting the device with technical support. Nothing helped. But I learned that "not everything we have lasts forever". Is this a joke??

UPDATE:

Also I recieved the device together with my TV (google home was a gift) last year. So it's in use for one year or so.

MarkPnest · ‎12-11-2023

Shocking service...

Jaytee22 · ‎12-11-2023

That response from Google is so embarrassing. No wonder everyone is so angry at them right now.

toddt · ‎12-18-2023

Wow... that's some BS

Ernesto93 · ‎12-11-2023

Had a similar experience with support, they literally told me "maybe its time to buy a new one". From the same company that pushed a firmware update that bricked my device 🙂

Muddi · ‎12-17-2023

Hey everyone,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of an issue affecting some users and is currently investigating it.

In the meantime, we kindly ask you to please go through the "Recommended Answer" provided and provide us with any necessary information that will assist us in our investigation.

Cheers,

Muddi

MARTYG · ‎12-11-2023

Google needs to send us all a new one for this reason....

MARTYG · ‎12-11-2023

Please send us all the replacement devices pls Google to make us for all this hassle thanks. To answer your questions...nothing works for it to be fixed

Deafsurfer · ‎12-11-2023

Exact same issue I am experiencing. On boot two center white lights, then all four. Reset methods unsuccessful.

clebercosta · ‎12-11-2023

my google home is the same problem.

4 white lights bricked

clebercosta · ‎12-11-2023

https://support.google.com/googlenest/answer/7365257?hl=en

clebercosta · ‎12-11-2023

https://support.google.com/googlenest/answer/7071494?hl=en&co=GENIE.Platform%3DAndroid

Jaytee22 · ‎12-11-2023

I fail to see how Google can possibly fix this issue. The devices are no longer connected to the internet so the chance of an over the air firmware fix are pretty much 0. They are refusing to replace products that are out of warranty (even if they did the amount of waste from throwing out all the old devices would be ridiculous). And now we know that chat support are actually just bots who take 0 responsibility and that Google themselves can simply brick your device whenever they want you to buy the newer model. Overall a really bad look for them and to be honest the damage has already been done. So now the question is which of their competitors smart speaker will I buy to replace it?

eabbanks · ‎12-13-2023

It seems something (quite much) like that already happened a couple of years ago. And, according to CNET, there`s a way to get things solved by replacing them with Google, even out of warranty (at least in the US, if I get it right). Maybe could be the only solution (again) now:
https://www.cnet.com/home/smart-home/your-google-home-is-bricked-heres-how-to-get-a-new-one-for-free...

eabbanks · ‎12-13-2023

In my case, still looking for options and waiting for a response in behalf of Google, cause I live in Brazil.

Jackbob · ‎12-11-2023

I sent feedback. But I'll post here too. Around dec 6 my google home mini stopped working. 4 solid lights. Reset button doesn't work. Unplugging and waiting 10 seconds 11 times doesn't work either.

homix · ‎12-12-2023

I, on the night between Tuesday 5 December and Wednesday 6 December my Google Home Mini 1st Gen device suddenly stopped. My device also has 4 white lights with no reset option. I also tried to force reset by unplugging and replugging the device 10 times but it doesn't work.
Ideas?

bmw771 · ‎12-12-2023

Hello,

I have a 1st gen mini speaker which won't factory reset; tries the reset button and all that does is to lit up a green LED with the other three LEDs being white. Tried the 11 times trick of plugging in and unplugging and the result was still the same: no factory reset. What else can be done, please?

Thank you

Martin881 · ‎12-12-2023

For now the only thing that can be done is to wait and hope that Google will pull its head out of the sand and start solving the situation.

plasticniki · ‎12-12-2023

I also have this issue - was showing as "offline" this morning and now just showing 4 white dots. Have tried 10x unplugging and plugging it back in and it hasn't worked.

Norles · ‎12-10-2023

Hola hoy de la nada dejo de funcionar mi Google Home mini, solo quedó con cuatro luces blancas ya hice todo lo posible para restablecer sin ningún resultado. Cuando quiero restablecer a fábrica solo sale un luz verde y no pasa nada

Tattoz96 · ‎12-11-2023

me paso lo mismo google se limpia las manos diciendo que no tiene garantia

Google Nest Community

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