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.

[JulienetManue]

Like everyone else, I have 4 white DEL on my Google Home Mini 1st gen

Reset carried out without success.

Reboot 10 times without results.

Corrupted rescue firmware.

The only solution is for Google to offer us an EXE to flash the speaker's firmware via a PC via USB !!!!

[oicned]

Just curious. Have you tried plugging the google home to a PC? Does a PC see it as a device? I am tempted to try it.

[jasbday52]

If you plug in the USB to your pc it does not recognize it. If you unplug the power, hold the mic button down and plug the power back in your pc will recognize it for a few seconds then it disappears 

[jasbday52]

Can you please be honest with your customers? There will be no fix coming. Your devices are now useless. Quit stringing people along.  Shame on you google!

[Swipe650]

Exactly, they have no intention of fixing it, replacing or refunding people. Just say that, Google! Probably best to throw our dead devices into the redundant electronics draw and get on with our lives.

[Senan]

Experiencing same issue with Google home mini, 1st gen, issue first noticed at morning of 7/12/23. Spoke to google support on live chat/email. After troubleshooting and checking serial number they advised it was out of warranty and nothing could be done. Here are answers to questions:

• Once device boots 2 white lights appear which turn into 4 white lights, the device then proceeds no further. 
• Lights stay on when the device boots after a few seconds, it is not possible to complete a reboot without disconnecting the power. 
• It is not possible to connect to the device via cast, the device doesn't appear in the list of cast devices. Device is not connected to WIFI (checked through router gateway). 
• I sent videos to support staff on the chat. 
• Another interesting finding is that I have another identical home mini 1st gen which is fine and also updated to the latest 2.57.375114 firmware and a newer Nest audio which is fine. 

[David5252]

I predict there were thousands of case like this all over the world. I have read many thread like this. A lot of user told that they have some nest speaker but a part of them was/were stuck since 6 Dec 2023. It was not a mere coincidence. 

I'm not demanding a new speaker to Google , just asking them for a technical solution to return the speakers to normal condition.

If they can't afford it. What can be done, I have to ask for their responsibility.

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Home-stuck-with-4-white-lights/t...

[JulienetManue]

At the electrical connection !

After 5 Second

If I press the Reset button

If I press the Reset button at the electrical connection

After 5 second (press the Reset button at the electrical connection)

When i release the reset button

[asotalora]

I have one important question. Does anyone have a broken device on warranty? Or maybe only there are devices with the problem out of warranty... It would sound suspicious...

In my case is out of warranty but it was subscribed to the preview program.

[MarcdeK]

Hey Google,

Care to inform us of any progress? Or does this not get any priority unless the media and some lawyers get involved. 

I think someone made a mistake on your end but I guess a lot of people are going to replace their devices but not necessarily with Google hardware. 

Mistakes happen but playing dead while so many are experiencing problems does not testify that you care about your customers. 

Please proof me wrong and give us an update.

[ma10--_]

Totally agree with you

[homix]

Hi guys, 

What do tour think about write on Twitter tagging @ google and @ madebygoogle ? 

It seems that on Twitter they are repling. Let's invent an hashtag such as #googlehomebricked

The internet cannot remain indifferent

[homix]

Hi guys, 

What do tour think about write on Twitter tagging @ google and @ madebygoogle ? 
It seems that on Twitter they are repling. Let's invent an hashtag such as #googlehomebricked

The internet cannot remain indifferent

[Indigon]

Same here, 1st gen Google Home bricked for more than a week

[CosmicBlazar]

Same problem for me as well. Hoping that this can be resolved quickly 

[swifters]

Want to add that I experience exactly the same problem as previous posts have described and I chatted with Google support today (17 December 2023) and was told the same "Engineers are aware of the surge of failures and are working on it". Nest Audio is not expensive here at all (40-60 Eur for 2nd hand or new on sale) but it's such a shame to give up a perfectly usable device.

[frewys]

I was in the same situation a few months back. 4 dots nothing else. I no way to reset etc. It was out of warranty so Google shrugged their shoulders and told me good luck and sent me to the store to buy a new one. 

[skgowd]

Same issue, spent hours trying different options to reset. None worked so far

[Brendonl]

My Google home is stuck at 4 white dots. Support could not help and no replacement as it is out of warranty. 

[jasbday52]

Google are the ones who broke it!

[Juanako]

Hi, I have the same problem on my Google home mini 1st generation, the 10 times on-off with reset button didn't work, still stuck on 4 white lights. Please help.

[Muddi]

Hey everyone,

Thank you for providing details about the issue. I have merged this thread with a similar trending issue. Our team is currently investigating this matter and we will keep you updated on the main thread. Kindly stay tuned for further updates and don't hesitate to check the thread when needed.

Cheers,

Muddi

[Lynz_2601]

Hi, I have done everything that could possibly be done followed all steps

Spoke to customer support who told me in no uncertain terms that because my hub is out of warranty they can't help me or replace it and I should buy a new one!

My hub was perfectly fine before this update that Google have put through and blocked all device's 

We need answers and soon this is unacceptable 

What is Google going to do about this?

[ma10--_]

totally agree with you

[JulienetManue]

Google home mini = Garbage ?

[Muddi]

Hello folks,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of an issue affecting some users and is currently investigating it.

In the meantime, we kindly ask you to please go through the "Recommended Answer" provided and provide us with any necessary information that will assist us in our investigation.

Cheers,

Muddi

[Tony19]

where is the "Recommended Answer" that you say was provided? 

[Muddi]

Hey everyone,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of an issue affecting some users and is currently investigating it.

In the meantime, we kindly ask you to please go through the "Recommended Answer" provided and provide us with any necessary information that will assist us in our investigation.

Cheers,

Muddi

[ma10--_]

I don't see any recommended answers

[Muddi]

Hello folks,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of an issue affecting some users and is currently investigating it.

In the meantime, we kindly ask you to please go through the "Recommended Answer" provided and provide us with any necessary information that will assist us in our investigation.

Cheers,

Muddi

[MarcdeK]

As you can see everybody has the same problem. Google mini bricked with 4 lights on.

Factory reset and 11 time power cut /restart does not work.

Nothing new to report here.

What are the findings so far?

[waseem431]

hi, my google mini is now bricked up and tried every troubleshooting step. how can I fix this or get a replacement. I purchased the product in 2019 and the 4 white dot lights show when plugged in and when I try to factory reset the left green light dot only shows. Please help.

Thanks

[halupto]

Exactly the same happening to me with the same product now.

[ampedandwired]

Same with my mini gen 1. Support says they are aware of the problem and that engineering are working on a fix. No ETA, no idea how they will fix it if the device can't even be factory reset.

[Dkthomason]

Must be a firmware update or something, literally in the same situation. I have multiple but only one of them is having the same issue you’ve described. Tried all of the same fixes as well. Too coincidental that we all have the same issue in such a short time frame. 

[Otiis1978]

Yup me too 

[indiescot]

I have 3 mini's and the oldest one stopped working Friday night / Sat morning (8/9 Dec). Tried the unplug / plug 10 times nonsense and no change. Still sits there with 4 LEDs lit, non operational. What a waste of earth's resources if a company the size of Google overnight makes these units useless. Not happy. 

[veli]

Same, have 3 identical devices and 1 of them broke like most new threads on this topic. No restore option works, 4 white leds stay on and a single one turns green when trying the reset button. Waiting for updates from Google... 

[Dkthomason]

As an update from my end, I called the support line and had someone walk me through attempting all the same fixes, the factory reset button, and the plugging in + unplugging + 10 times method with them on the phone. According to Google, there isn't anything about replacing the device because the warranty was only for 1 year which tracks with other threads in the community. 

So like @ampedandwired mentioned... how they intend to 'fix' it is curious indeed. If they had a utility that allowed you to plug into a PC and flash the unit to factory settings... MAYBE... but I can't see them developing something like that for a product that is no longer supported either.

[MrWizardKC]

Same problem here on one of my three Mini devices, and none of the prescribed fixes work.