12-10-2023 09:34 AM - last edited on 12-11-2023 03:03 PM by KiiFromGoogle
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
Answered! Go to the Recommended Answer.
12-22-2023 01:31 PM
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.
12-26-2023 08:11 AM - edited 01-03-2024 08:23 AM
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:
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.
09-30-2024 02:39 PM
Hello Folks,
Thanks for reaching out to the Google Community Forum. I’m sorry to hear that your Google Home Mini is stuck showing up 4 dots. Don’t worry, I’m happy to help.
I understand how frustrating it can be when you don't receive the level of service as you expected, @Aloy77. I apologize for that situation.
Please try to perform the following steps:
If the situation still persists, could you please fill out this form with the needed information? A member of our support team will be in touch over email to help. Let me know once you're done.
Best regards,
Daniel
12-12-2023 02:00 AM
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.
12-10-2023 04:45 PM
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
12-11-2023 07:34 AM
me paso lo mismo google se limpia las manos diciendo que no tiene garantia
12-12-2023 04:04 AM
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.
12-12-2023 05:43 AM
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.
12-15-2023 11:52 AM
my device has stopped working on december 6th or 7th. don´t know exactly
12-12-2023 08:00 AM
We need to get this to some news/content provider to make it viral. That's the only way to catch their attention.
12-12-2023 08:09 AM
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
12-12-2023 09:03 AM
Yes, it would be one thing if the hardware failed, or something like that. But in this case, they specifically broke it.
12-12-2023 11:32 AM
...it happend also in 2019...
Its German, but guess who runs a translation Service.. 😏
12-12-2023 11:29 AM
I have the same issue since last week
12-12-2023 11:56 AM
I am having the same problem
12-12-2023 01:01 PM
Same problem here. Four white lights, factory reset doesn't work.
12-12-2023 02:11 PM
Same issue… tried everything…
12-12-2023 02:15 PM
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.
12-12-2023 05:52 PM
Add me to this list as well
12-12-2023 07:24 PM
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.
12-12-2023 07:53 PM
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...
12-15-2023 05:28 PM
Same, didn't even offer a discount for the trouble!
12-13-2023 04:24 AM
Thank you. I appreciate the update.
12-13-2023 08:57 AM
This is called planned obsolescence. But I would call it "programmed". We don't know yet the language used (C, java...)
12-13-2023 09:12 AM
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.
12-15-2023 05:27 PM
Google support told me to pound sand. They are not going to do anything to resolve this. Maybe start thinking Alexa.
12-13-2023 11:14 AM
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:
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.
12-13-2023 11:20 AM
All the same. It's a shame
12-13-2023 11:50 AM
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.
12-13-2023 12:39 PM
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/
12-13-2023 04:10 PM
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.
12-13-2023 05:43 PM
Same here. My device is out of warranty too. Quite frustrating. I hope the Google team provides a solution as soon as possible.
12-15-2023 05:25 PM
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.
12-15-2023 05:25 PM
You will not hear a word from Google
12-13-2023 08:05 PM
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!
12-13-2023 09:27 PM
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.
12-13-2023 10:11 PM
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!!!
12-13-2023 11:30 PM
Same here
12-14-2023 12:56 AM
Hopefully it gets sorted soon, but they are definitely aware. https://x.com/unfitguy/status/1735218341856395663?s=46
12-14-2023 01:48 AM
Same issue. Google home mini Gen 1. India
12-14-2023 02:21 AM
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.
12-14-2023 02:34 AM
Probably not intentionally. I have 8 of the older devices and only one is experiencing the issue.
12-14-2023 02:30 AM
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.