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.

[RaphaelF1]

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

[EUC-rider]

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]

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

[Chathuranga1]

Same with mine, 1st gen mini, happened a week ago. 4 solid lights and 1 become green when press reset button. From Singapore. It was perfectly working fine. 

[handytouch]

https://forums.hardwarezone.com.sg/threads/google-home-mini-bricked-4-white-dots-lights.6988407/

please reply here, and let see what we can do as a group.

[macboy80]

I have the same since Monday morning. Power cycle 11 and microphone switch methods do not work.

[krasnal]

Same here. Google home speaker - 4 white LEDs not blinking. Can't cast anything, speaker is unavailable in the home app.

[krasnal]

Now I am thinking - How are they going to resolve this? You can't send an update to a bricked device.

[Slovninja]

Same issue here. Tried everything to get it back online but it's bricked.  2 white dots on startup followed immediately by 4 solid white dots.  If it hit the reset button it just shows 1 green light and 3 white.  It is no longer connected to the internet/home app and can't cast or make any noise whatsoever.

Warranty should be irrelevant. This is not normal wear and tear, improper use or user accident. It was an updated pushed by Google that ruined a perfectly good device.  They need to own up to their actions and replace all bricked devices regardless of warranty.  It's a big waste as it is, since my device was perfectly functional and could've lasted many more years.

[Macklinh]

First Gen Google Home smart speaker.

Four white dots. 

Holding the mute button does nothing. 

The power off and on 10 times dies not reset.

Power on while holding the mute button gives only two white lights.

[Justanotherguy1]

That is exactly what mine does

[BrentPagan]

Unfortunately this happened to me and I just threw it out thinking it died but now it feels like something caused it since I had the same lack of ability to reset device.

[Fritz5GM]

Same issue unfortunately.

System Firmware Version: 375114

Cast Firmware: 2.57.375114

[Roel_e]

Same here. Google home stopped working over a week ago. Rebooting only goes to the four dots. Resetting doesn't work, not even unplugging method.

[PretorianADB]

Same problem here with first gen google home

[Kris3KGT]

Same issue for me...  4 white dots and unresponsive.  I tried all the various factory resets, but still bricked.  I chatted with a support person, and they just said sorry they can't do anything because my device is out of warranty, but it seems pretty clear that Google bricked all our Home Minis.

[bionictibia]

adding another report here, exact same issues, 4 lights, reset via center push and 11x unplug, wait, replug not doing anything, mini 2nd gen, United States...first rep on Sunday acted like it was my issue, despite me not having done anything with the unit since last successful use, and said I could just buy a new one...cut to a few days later when I discover this is a much larger issue via this thread and related news coverage.  

[ma10--_]

Has anybody heard from google about fixing this problem?

[bionictibia]

Via chat on Thursday, 12/14/23, was advised the engineers were looking into it, and recommended waiting some additional time, but no specific timeline beyond that was available.  

[ma10--_]

Thank you

[bradlee313]

Same here. Happened about a week and a half ago. Full size gen 1 Google Home totally bricked.

[mckennabarber93]

Same here...has been happening for at least a week now. 

[mckennabarber93]

Google home mini, probably first gen I think. 4 white solid dots, 2 when rebooting. Unresponsive. Deleted from Home app and now unable to locate the device. 

[mckennabarber93]

Oh and, I'm in the USA 

[amcniece]

Same for me! Help!

[Sergei]

Same problem with my Google Mini 1st gen. Found speaker unresponsive and off the network. Power-cycled. Stuck on 4 dots. None of the reset options work. Looks like some update from Google bricked a lot of our speakers.

[Swipe650]

Did all these issues only happen when subscribed to the preview programme?

[HomeMiniUser]

I dont think so. I disabled preview programme because it was really unstable.

[bionictibia]

I was definitely not on preview. 

[HomeMiniUser]

Starts with 2 dim lights then shows 4 dim lights forever. Reset button only lights green dot. 10 power supply reboots wont work.

Basically Google have decided they are going to brick my device because I havent bought new one in a long time. Great. 

[Majawat]

I also had this issue, exactly the same as everyone else's. 

After the rep told me that it was bricked and I'd have to buy a new one, I threw it away, so I no longer have it to attempt a repair or anything. 

[dankodanks]

Same 4 white lights but I made the mistake of removing the device from my Google home app, I imagine this means the possibility of even getting a internet connection to it is minimal

[jasbday52]

Google support had me do the same thing.  When I asked them how they were going to send an update with no connectivity I got crickets 

[TH3BARB3RIAN]

I have a first gen Google Home device that was bricked about a week ago as well. I have tried the standard factory reset method and also the reset the device 10x method (tried twice) and neither have worked. At this point, gunna just wait to hear something more from Google and hope they replace the device or somehow fix it

[DubD76]

Same here, noticed my mini said offline, disconnect it, waited a minute & plugged back in & still showed offline. I deleted the device from the Home then continued to reset while holding the button on back for 10 plus seconds & all it did was show 1 green light & the rest white but didn't say it will continue with reset. The 4 lights remain solid white. Now unable to reconnect to the Home.

[Fritz5GM]

I want to understand, whenever update is ready (if there will be a fix ...) how will it be applied? Now device is bricked, cannot access through Google Home App, so it´s not connected to Internet ...

[Swipe650]

We may as well just face it guys, it's never going to get fixed and it must be affecting ten of thousands of devices worldwide. Just think of all the new replacement purchases they are hoping for. No wonder they have washed their hands of the problem.

[Fritz5GM]

One thing is that the device stops working due to electric issues / drop o sth else, but sending an update (automatically) and brick the device on purpose is another, a serious fault. They can´t force you to replace it because it was bricked ... (by them ...)

[MarcdeK]

Google is not known for resorting to this kind of behavior. So perhaps not accuse them before they have a chance to correct the mistake? Unless you have proof of their malicious intent. Mistakes can be made, to bad in Google's case they affect many people. 

I'll wait for a solution, did the feedback they requested and there will be an answer I guess.

[Chromoweb]

I am in the same boat here....