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.

[asotalora]

I agree with you. It's incredible. We have a perfectly functional hardware device but Google bricks it with a bad software update. And because it is out of warranty they don't take responsability.

[norticx]

mám ten samý problém. zařízení fungovalo bezvadně a v tomto týdnu přestalo reagovat na pokyny. žádná z resetovacích metod nefunguje. Po stisknutí reset tlačítka se pouze rozvítí LED zeleně. Také bych rád aby se k tokmu Google postavil čelem a nenutil nás "odejít ke konkurenci" !

[Lizb72]

Same here. What rubbish. I hope they fix this soon. I will not be buying another one!

[rebel59]

Moi pareil ces honteux 

[TK99]

I have the same Problem now. Yesterday good, now killed

[PerfectZone]

Same here, perfectly working Nest Mini 1st gen dead....

[Tehky]

This is the post I was looking for as same issue, only got this mini 2 years ago but 1st gen ( last of them) and just stopped suddenly. Soft resetting instructions gave no result. Hard reset also did nothing. 4 white dots. Feels like when MS first had the XBox and the "red ring of death" occurred. So disappointing Google!

[luciflash]

Same here.

Google support said to leave it plugged in, and wait for a fix.

I doubt it can be fixed though.

[asotalora]

Yes. Maybe a miracle occurs and magically it connects to imternet and fix it. Won't be my case...

[norticx]

I do not think, it can be fixed without connection to the internet. I think, when i removed it from my Google Home account and tried to reset the device, it is not online and can not be fixed

[Onda_Lunga]

Hi, strange response from Google. The device is not connected to the wifi network; How do they fix it?

[luciflash]

They might have some sort of backdoor. Or the update might uninstall on its own if it senses it doesn't work normally.

I highly doubt it thou. Last time this happened (4 years ago) they shipped out new products to everyone affected.

[Lizb72]

How do we let Google know ther is an issue?

[luciflash]

They know:

We are really sorry to inform you that it is an ongoing issue with google home devices. Our team is working on this issue to fix it.

[Chikis19]

That's not what I was just told by the support. They told me to buy a new device.

[Temich7]

They basically told me the same as well

[norticx]

feel free to use this link https://goo.gle/3BICUaB

it is from another thread on google nest community forum https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-mini-stopped-working/td-p/557238

[Andnot]

I'm in the same condition, they broke 2 of my minis which works fine until last night. Hope Google takes its responsability and fix all, i didn't request any update or nothing so why we have to support the costa of their fault????

[Fire69]

Same here, 1 of my 4 Minis just suddenly stopped working.  After unplugging it only shows 4 white leds...

[dymasm]

Same issue here. Have contacted Google and they say it's a known issue that has been escalated to their technical teams.

[Juni]

Hi folks,
 

Thanks for reaching out. I'm committed to providing you with excellent customer service and will do everything I can to help you resolve this issue. For those who did the reset, were you able to set up your devices once more? If not, could you please tell us the behavior of your device?

I look forward to your responses.

Regards,

Juni

[norticx]

Hi, i tried to reset my google home mini with long (15 seconds) pressing of reset button. Only green light has on. Other solution was 11 times unplug and after 10 second plug the power and wait until 4 led is on. no succes.still only 4 or 2 leds on. i have also removed my device from my account, so i am sure, there no option to be fixed (it is offline, without connection to network), or?

[dymasm]

I can't understand why Google suggests we recycle the power 11 times. Have they hard-coded that number into their firmware as some kind of magic reset? If not, it just seems like a arbitrary number and apparently a waste of time based on user reports.

[mbodnar1007]

I tried 4 resets, all of them had the same result.  Four white lights and no response.

[Lizb72]

Hi- I tried every reset possibly as listed on the support centre, same result every time- 4 white dots, no reaction. When I push on the reset button, one green dot appears, stays there for the duration of the time I press it, no change. Once I let go, 4 white dots reappear, no response.

[asotalora]

Exactly the same. I tried the workaround reset too (disconnecting 10 times the cable until for 4 dots appear) with no results.

[Ambe77]

Same issue for me, already tried reset with button and unplugged Power cable 10 times procedure with no success. 4 LEDs fixed on and nothing working

[Andnot]

Here what they said:

Grazie per aver contattato il team dell'Assistenza clienti di Google Nest.

Ci dispiace per il disagio creato; tuttavia una volta che il dispositivo termina il suo ciclo vitale e la garanzia risulta essere scaduta, non possiamo più fornire supporto.

Certi della tua comprensione, ti auguriamo una buona domenica

Basically they know they had broken the devices, but refuse to replace as they are old.... They are free to broke what people bought remotely. I think i'll move to another voice assistant at this point.

[luciflash]

I think it depends how you present the problem. They also asked me for the manufactured date, but I made sure to explain that the device worked fine until the update.

[Lizb72]

May I ask who you got into contact with at Google? I can’t work out how to contract them directly.

[luciflash]

There's a link a few comments above. Fill out the form, wait your turn, and let them have it.

[Ambe77]

The only solution is to throw all Google devices in the trash and buy Alexa devices. there will be millions of devices that have become paper clips and don't care. Google is completely unreliable. 

[leinadwolf]

Quisiera mas informacion sobre la garantia y como hacerla valida para el problema de actualizacion del google home mini, el cual dejo de funcionar y solo prende 4 luces y no hay forma de reinicio del mismo

[ElPotton]

Buona sera,

nel mio Google home mini si sono accese le 4 luci, di colore bianco ed il dispositivo risulta offline.

non é stato possibile resettarlo in alcun modo.

idde?

altrimenti ne acquist o un altro.

grazie in anticipo 

[Mauriziomar]

Anche io ho lo stesso problema . 4 luci bianche fisse. Inutili i vari reset di fabbrica

[ElPotton]

Buongiorno, quindi mi pare di capire che la soluzione sia riacquistare XD

ok, grazie per la condivisione 

[RaphaelF1]

Hi, when I plug in my Google Home Mini, all 4 LEDs are on, and the device seems stuck and not doing anything. My Google Home app shows the device is not found. I found in Google that some users have the same issue and it could be the file system corrupted. Could you please help fix it? Please note that I have ALREADY tried the below several times:

1. Unplug the power cord from your speaker, wait 10 seconds, then plug it back in and wait until all 4 LED lights on top illuminate.
2. Repeat step 1 ten more times.
3. After plugging your speaker back in the final time, you'll need to wait a few moments for the device to reset. It will announce "Welcome to Google Home. To get started, download the Google Home app on a phone or tablet" to let you know that it’s ready for setup.

[Nakul]

Same problem here ,tried everything 

[Uncle_dave81]

I have continually tried to factory reset by BOTH the 15 second button hold as well as the 11 separate 10 second unplugs. NOTHING WORKS. All four lights remain on continuously. If I press the reset button on the bottom, only the left light turns green. What next??

[victorlsn]

I'm on the exact same situation. Started a few days ago.

I've tried pressing the reset button and the 11 times unplug-replug after 10 seconds.