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.

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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.

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Pixel1234567 · ‎12-12-2023

Same issue - four solid white lights (dull) on top of Gen 1 Google Home.

Tried the 10x unplugging with no change in state for the device, solid orange led indicator on the back of the device.

Myjot · ‎12-12-2023

I am with you guys, 4 dots. It's outrageous for me that there are articles before december that warn about this update but ofcours who are reading such thing without problem?

They knew about faulty update way earlier than 11.12.2023, yet still they did nothing to stop it. Sad joke.

norticx · ‎12-15-2023

my device has stopped working on december 6th or 7th. don´t know exactly

Juancubo · ‎12-12-2023

We need to get this to some news/content provider to make it viral. That's the only way to catch their attention.

Lynz_2601 · ‎12-12-2023

I have contacted support and i have been told that I need to purchase a new hub this is ridiculous

It's a known issue via Google they should be able to resolve it not tell me to buy a new hub!!

I agree with taking this further to the news papers and higher

We need this fixing ASAP

KenC1 · ‎12-12-2023

Yes, it would be one thing if the hardware failed, or something like that. But in this case, they specifically broke it.

Magnusmorn · ‎12-12-2023

...it happend also in 2019...

Its German, but guess who runs a translation Service.. 😏

https://www.golem.de/news/home-und-home-mini-google-macht-smarte-lautsprecher-kaputt-1910-144558.htm...

JT88 · ‎12-12-2023

I have the same issue since last week

ma10--_ · ‎12-12-2023

I am having the same problem

MrMee · ‎12-12-2023

Same problem here. Four white lights, factory reset doesn't work.

yuvalof · ‎12-12-2023

Same issue… tried everything…

JoergG · ‎12-12-2023

Same with one of my Google Home Mini (Gen.1). 4 Solid white LED, reset button turns first LED green, but does not reset the devide. 10x Power reset does not work. The device ist not responding to any Inputs.

On my other Google Home Mini (also Gen.1) I could somehow manage to reset it, but it is not possible to connect it to my WIFI via Google Home app. It says that no connection to the router is possible. But when I check my router the device is listed an has an IP-Adress. I actually removed the device from my router and even tried giving it a new IP-Adress. But Google Home App still says that no connection to the router is possible and that I should check my router.

Hope there will be a fix for this soon.

Fu2 · ‎12-12-2023

Add me to this list as well

thekidz · ‎12-12-2023

I did a factory reset to my gen 1 Google mini today. I needed to connect it to a new wifi network. While connecting to the new network the connection failed. I have no lights on mine now unless I press the reset button. While pressed 1 green light stays on as long a the button is pressed. Once released, nothing, nil, nada, no lights. I reached out to Google support chat and all I got was a sorry it is out of warranty and please fill out a feedback report. I would be happy to spend the time to fill one out if Google was willing to spend the time to fix my device they broke. This is a sad sad day for me and Google. I think it is time to invest my time and money into a system that supports its customers and community. Can you say Alexa tell me about Home Assistant.

zadkiel · ‎12-12-2023

Same issue, the device does not respond to any reset method. I contacted the support, they basically said I could throw the device and buy an other one since it was out of warranty...

jasbday52 · ‎12-15-2023

Same, didn't even offer a discount for the trouble!

Cwl10 · ‎12-13-2023

Thank you. I appreciate the update.

asotalora · ‎12-13-2023

This is called planned obsolescence. But I would call it "programmed". We don't know yet the language used (C, java...)

Sperali · ‎12-13-2023

Same problem here with Google home next gen, support tells me that they will do nothing as per warranty period is over. They have bricked our totally functional devices and they intend to take no liability at all. My case number is 2-0531000035612. This is completely unacceptable from a brand like Google, we are not talking about cheap devices from AliExpress. Please react! as the defect not been caused by your customers but Google.

jasbday52 · ‎12-15-2023

Google support told me to pound sand. They are not going to do anything to resolve this. Maybe start thinking Alexa.

ChineseriotFC · ‎12-13-2023

My Google Home Mini malfunctioned starting on Tuesday, December 5, 2023. It was a very similar situation to everyone else where it just seemed to stop working suddenly.

To answer the questions:

Are lights solid or strobing? The fours lights are solid.
Are lights stuck on before a reboot is completed? Stuck before the reboot - two lights then four and then stays on.
Can you cast music to the speaker from a mobile app? No, I cannot cast music to the speaker because the device appears as offline in the Google Home App.

I have tried the unplug process several times and that does not work. Nothing happens while attempting a factory reset via the button on the bottom of the device.

asotalora · ‎12-13-2023

All the same. It's a shame

GillesJac · ‎12-13-2023

All 4 lights on my first generation Google Home Mini are permanently lit. Resetting does not work. Even disconnecting and reconnecting 10 times does not help.When activated, 2 lights are on for a very short time and then 4 are permanently on again.

eabbanks · ‎12-13-2023

From Android Authority, dec 12th, 2023:
"Both the original Google Home and Home Mini have now been discontinued. They’ve also stopped receiving any major software updates but are still on Google’s schedule to receive critical security updates. That said, if you still own one of these speakers, they should ideally continue working. It’s unlike Google to brick perfectly good devices for no reason. Fortunately, it seems the company has taken note of the problem and is working on a solution."
Complete story: https://www.androidauthority.com/google-home-mini-bricked-2-3393591/

jishhd · ‎12-13-2023

Thanks for posting this. I'm having the same issue as everyone else. My Home gen 1 on version 2.57.375114 is bricked (orange rear light always on, 4 top white lights always on, resetting with mic button nor the unplug-ten-times route worked). Interestingly, both my Home Minis are on the same firmware version and still seem to be functioning fine.

RosyRoze · ‎12-13-2023

Same here. My device is out of warranty too. Quite frustrating. I hope the Google team provides a solution as soon as possible.

jasbday52 · ‎12-15-2023

They won't, plus how can they push out an update to a device with no connectivity?

I already purchased an echo dot to replace this garbage.

jasbday52 · ‎12-15-2023

You will not hear a word from Google

MrMee · ‎12-13-2023

It seems clear to me that the devices are bricked forever. And I don't think Google cares. I think a class action lawsuit should be started. This is my device. I payed for it. You are not allowed to break it remotely Google!

Jackbob · ‎12-13-2023

This is what I'm thinking too. I think more of us need to contact Google directly and ask about a replacement first before this could happen.

Grefor · ‎12-13-2023

Unfortunately they answered me that if the device is out of warranty it’s not possible a replacement. It’s due by their update and they must resolve!!!

pie-r · ‎12-13-2023

Same here

Unfitguy · ‎12-14-2023

Hopefully it gets sorted soon, but they are definitely aware. https://x.com/unfitguy/status/1735218341856395663?s=46

AnkurGarg · ‎12-14-2023

Same issue. Google home mini Gen 1. India

AnkurGarg · ‎12-14-2023

So Google decided to push an update to brick older devices, which were working fine before the update, so that we buy new device ? Ridiculous.

LoL_Admin · ‎12-14-2023

Probably not intentionally. I have 8 of the older devices and only one is experiencing the issue.

LoL_Admin · ‎12-14-2023

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.

RaphaelF1 · ‎12-14-2023

Same here, I canot upload any crash report since it's unavailable at google home!

EUC-rider · ‎12-14-2023

I have 2 original homes, 4 minis, 2 max', and a hub. The homes were unresponsive, so I tried a reset. Now I can't set them up. They reset just fine and the Home app sees them initially but all efforts to set them up fail.

Swipe650 · ‎12-15-2023

Try setting them up from a phone that isn't a Pixel

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