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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Semiel · ‎12-17-2023

Same here. Hopefully a solution will be worked out that does not include getting new hardware, which would be an insane move for the planet!

Ekellenberger · ‎12-17-2023

Exactamente el mismo problema, las 4 luces encendidas y no responde a nada. Los compré en Alemania y en Estados Unidos cuando viví allí y como ahora vivo en Argentina no me brindan una solución más que usarlo de pisapapeles.

wpeycha · ‎12-18-2023

My symptoms happened at the same time and in the same way. Will watch for further info and post if I find anything.

Jean-Marie · ‎12-09-2023

Hi, for 2 days my Google home mini has not been working.

I unplug and plug back, same symptoms. It doesn't speak, light 2 and then 4 white spots.

I tried pushing the reset button underneath without succès (a white spot turns green when I push the button, that's it).

I tried the 10x unplug-wait 10s-plug without any success.

Could it be a failed OTA update ?

Can someone help ?

Thank you 🙂

Djbro · ‎12-09-2023

Following because same thing happened to me last night.

Aus10Den · ‎12-09-2023

I'm having the same issue with my speaker after it was just functioning yesterday.

Hotler · ‎12-09-2023

Mine did the same. waiting for news 😉

SevenSeven · ‎12-09-2023

Following because same thing happened to me yesterday morning, been resetting and factory defaulting for hours - nothing just the 4 dots come up, left power off all last night, no change this morning.

Scot

ltree · ‎12-09-2023

Same here and none of the suggested reset methods helped.

Searching online, there were many people affected four years ago with a similar issue and got their devices bricked, when Google rolled out a bad update. Google kindly sent them replacements at that time even for those out of warranty, and I wonder if they will do the same this time?

From Reddit:

https://www.reddit.com/r/googlehome/comments/df01va/my_google_home_mini_is_stuck_with_the_lights_on/

Martin881 · ‎12-09-2023

Same problem today. Device just 2 months after warranty.

ltree · ‎12-09-2023

Contacted support chat and they confirmed the problem was indeed caused by faulty firmware roll-out:

Yes.

I would like to inform you that there is an update and this is an ongoing issue as well with most of our customers. The dedicated team is working on it on priority and will try to resolve the issue as soon as possible.

If that's the case then we have to wait for sometime. Though there is no ETA but the team is trying to fix it on priority.

However, the support person said Google is not doing anything for out of warranty devices:

As I can see on the system the device is out of warranty. Unfortunately we are unable to raise the request for the replacement.
As you have performed all the troubleshooting steps and the device is still stuck , it seems that the device is no longer working or it cannot be resolved with troubleshooting .

I find that unacceptable that google's update is bricking my devices and I am left on my own about that.

halupto · ‎12-09-2023

The same here...

Willow63 · ‎12-09-2023

Following because I am in the same boat

Jacjess · ‎12-09-2023

Same here. I contacted google support and they said their engineers are working on it… they’re checking to see if my device is eligible for replacement. Surely they have to replace it if it stops working because of something they did?!?

Serkap · ‎12-09-2023

The same. 4 dots light up and that's it.

jakwarrior · ‎12-10-2023

Same here, with a Google Home 1st gen...

ajmontal · ‎12-10-2023

Same here and agree unacceptable Google broke our devices with a bad update and won’t replace if out of warranty. That’s a Google problem not a customer problem.

ltree · ‎12-11-2023

If they are allowed to do this without providing customers with a resolution, what is to prevent them in the future to send "destruction updates" to kill devices they no longer want to support, and to force us to buy replacements?

Jack25 · ‎12-11-2023

same here. how can I solve this?

Martin881 · ‎12-11-2023

it can probably only be resolved by making a complaint at the store where you bought the home mini. others who don't have a home mini under warranty are out of luck and will buy the 2nd generation... unfortunately, I don't have a warranty anymore, but I definitely won't buy the 2nd generation.

JCCHTX91 · ‎12-12-2023

This also just happens to my 1st Gen Google home mini over the weekend. Contacted support and they gave me the same response that they have seen a rise in the Google home and Google home mini speakers going unresponsive & engineers are actively investigating. Hopefully they figure it out soon.

Burner087 · ‎12-13-2023

Same. I had one mini do the same thing.

Hoagie572 · ‎12-15-2023

I have the same problem. Following this thread to see if Google actually replace any of the bricked devices or give us an official update on what to do.

PlatinumAlloy01 · ‎12-16-2023

Having the same issue, super annoying

toprock · ‎12-17-2023

Following as one of my three Home mini suffer the same...

timmyfeldmen · ‎12-19-2023

Same here.

Chaimaa · ‎12-09-2023

After a long period (I had received it as a gift some time ago), I finally installed my new home mini. However, after installation, four white lights light up on the speaker, but otherwise it no longer responds to anything. Attempted factory reset via button on bottom of device, per Google-documented procedure. First LED came up green immediately. Nothing else happened after five seconds. Nothing else happened after another ten seconds. Or twenty. Or thirty. No "sound confirms that the device is resetting". No change in the LED indication. No improvement in condition. Unfortunately, the [plug in / four white / unplug / repeat 10x] trick doesn't work either. The speaker seems bricked.

Redsolo · ‎12-10-2023

I don't have an answer but I have the exact same problem and it stopped working a few days ago. All for lights are turned on, Google home can't connect to it, the reset button doesn't do anything except turn on a green light and the unplug the cord 10 tinted doesn't work either. Could it be a faulty hardware update that broke it?

bionictibia · ‎12-14-2023

See this thread for more information: https://www.googlenestcommunity.com/t5/Speakers-and-Displays/HOME-mini-UNRESPONSIVE-thread-quot-Goog...

Griffter88 · ‎12-11-2023

Our 1st gen Home has static pink/purple lights on it.

Have tired a standard factory rest with no affect and also the "secret" reset of plug and unplug 10+times to rest and no change.

At a loss what to do next, is it dead?!

HELP

Mrclion · ‎12-11-2023

I have the same issue can't reset it

krypticBTC · ‎12-11-2023

Same issue, I spoke with google support for 2 hours and they said they are aware of an issue that started early december. It was a potential software update that bricked the mini gen 1s. This happened to mine just now sadly..

Ernesto93 · ‎12-12-2023

It's happening to a lot of users, we need to keep asking for a better answer, this thread has a moderator response (hasn't made a difference yet tho): https://www.googlenestcommunity.com/t5/Speakers-and-Displays/HOME-mini-UNRESPONSIVE-thread-quot-Goog...

Also on reddit: https://www.reddit.com/r/googlehome/comments/18ecsug/four_white_lights_failure_affecting_google_home...

Sperali · ‎12-13-2023

I have the same issue with a Google home 1st gen speaker. None of the solutions work. Google support said they cannot do nothing because device is already out of warranty. But the problem seems to be an automatic SW update that is not liability of the user. So, seems that the device will die whatever the way you use it. Totally disappointed!

FandF · ‎12-13-2023

I have the same issue. I hope in a fix, otherwise Google Mini is to trash.

Eadams76 · ‎12-24-2023

Same issue here; neither of the two reset options worked. Hoping for a resolution from Google. My gut tells me Google is aware based on threads I've seen and has no plans to replace as most of the affected devices are well out of warranty being 1st Gen. I'm hoping that's not the case; if so, I won't reinvest in Google devices. Already replaced my Google WiFi Gen 2 devices b/c of performance issues and no help from Google. TP-Link 1000x better and stable...

mbodnar1007 · ‎12-07-2023

My mini also died 2 days ago, 4 LED lights on constantly and all my attempts to reset have not worked. Tried factory reset button and tried 11 on off cycles with 10 seconds in between, no luck. Same WiFi, same equipment, same everything. Help would be appreciated.

Alex_S · ‎12-07-2023

Hi mbodnar1007,

Our team would like to take a look at this. Kindly fill out this form and let us know once you're done.

Regards,
Alex

mcoene · ‎12-07-2023

I also filled the form, but I suggest google starts reading the threads here.
Same complaints, all over the world, with the same type of devices

Chikis19 · ‎12-09-2023

I reached out to support and was told to buy a new device!!!!! It was fine before the update and won't respond to any of the reset options.

Google Nest Community

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