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.

[HamishMacDeath]

Latest update.

You’re connected with agent.

4:36 pm

E

Thanks for contacting Google Technical Support my name is Ed, how can I help you today?

• · 4:36 pm

Hello, my next mini has stopped working and won’t connect to wifi or be seen by Home. There are many other users with this problem, but nothing seems to be done to rectify it.

sorry nest mini

I have gone through all the suggestions many times with no positive result.

4:38 pm

E

Thank you for reaching out to us about your issue today I understand that this has been inconvenient and upsetting must be for you. No worries since you got me on the line I can definitely help you with that.

Before we proceed can you confirm your first and last name please?

• · 4:38 pm

4:39 pm

E

Thank you so much for that information however as per checking on file there is a different name associated with this account. Can you confirm the correct name of the account holder please?

Eduardo · 4:40 pm

That is my name,

4:41 pm

E

Thank you for confirming.

• · 4:41 pm

Np

4:41 pm

E

May I also have your best call back number just incase this chat gets disconnected.

• · 4:41 pm

4:42 pm

E

Thank you so much.

May I know what troubleshooting steps have you done so fgar?

*far

• · 4:43 pm

Everything as suggested in the forum.

even the mobile hotspot suggestion with no joy

4:44 pm

E

I see. Iḿ so sorry for what happened.

When did the issue started?

• 4:44 pm

It is a very widespread issue, mine started approximately 3 weeks ago

4:45 pm

E

I see, thank you so much for that information.

Is it possible to you to send a screenshot of the device?

 4:46 pm

I already sent one via the home app troubleshooter app

In fact, it was 3

I really do not want to go over it all again as I have been trying at least once per day for the last few weeks.

nest minis should have been included with a usb port to connect to pc for troubleshooting.

4:48 pm

E

Let me just go ahead and check my resources here please give me 3-5 minutes I´ll get back to you once done checking.

 4:50 pm

ok, thank you.

4:50 pm

E

Youŕe welcome.

Thank you for patiently waiting on the other line since you mentioned that you already done the troubleshooting what specific troubleshooting is that so that I will be able to figure it out here in my end.

 4:54 pm

1 min

4:54 pm

E

Sure, take your time.

4:54 pm

UK user:

Tried the laborious reset option several times-no joy and uninstalled the home app.

Tried the 2 x phones option and reset-no joy

Have removed all instances of the nest from Home app and reset "mini" and tried all of the above again.

Sometimes I can get as far as getting to wifi connection but then get "there is a problem.........." of various types:

"connecting to wifi" etc etc

I do get the 4 coloured lights when doing the reset 10 times etc but then they just stay a steady white.

So after all of the above I am still unable to reset/set up and get it working.

I use to control my lights/TV/AV/Freeview/Central Heating and the usual reminders/weather etc.

This is far too much of a coincidence for all of us reporting this problem, roughly over the same time period, so the serviceability does not lie with we, the users, but with Google. Can you please assist and not repeat the options on how to try and rectify it, as we have all done this with no luck.

That was "one" of my posts on the forum.

4:56 pm

E

I see, thank you so much for that information. Let me review,

4:56 pm

I have tried;

- 12 factory resets (11 restarts with 10 seconds OFF and then waiting for all 4 LED lights to turn on.)

- 8 factory resets by pressing the reset button on the bottom of the device.

- 3 attempts at connecting to a mobile hotspot.

4:57 pm

E

Thank you for patiently waiting, as per checking here regarding the issue you´ve encountered right now is an emerging issue or known that Google Customers experiencing. Troubleshooting couldn´t help the device work. We hugely suggest to all Customers to send feedback in the Google Home App. Our higher technical team and engineering are working on it. We hoping that we can fix this issue as soon as possible.

We apologize for the inconvenience.

 5:01 pm

I have already sent feedback 3 times via the google home app. How much longer is this meant to go on?

5:01 pm

E

As of the moment we cannot provide the specific time frame, but rest assured we will fix this as soon as possible.

This is already escalated.

 5:03 pm

Well 3 weeks for me and more for others isn’t exactly "as soon as possible"

5:03 pm

E

I understand how you feel right now. we are on it.

5:04 pm

Well, the communication from Google has been next to non-existent it has been up to us the users to badger google to get any info.

5:05 pm

E

I´m sorry but this all I can do as of the moment.

I apologize for the inconvenience.

5:06 pm

Ok, well thanks for the time and assistance, I think!! I may just have to switch to Alexa as son and daughter use it and never have any problems.

5:07 pm

E

Youŕe welcome and thank you for your understanding and patience.

Is there anything else I can further asist today?

 5:08 pm

Can’t Google just replace the ones that are bricked?

How can they be fixed if WiFi is one of the problems.

5:08 pm

E

Right now we advise that we cannot process the replacement yet because the engineering team still working on it.

5:09 pm

ok, thank you for the information, Merry Christmas

5:10 pm

E

Youŕe welcome and Merry Christmas too.

stay safe always.

Eduardo · 5:10 pm

[Oxblood87]

Exactly the same issue.  Google's chat response "Sorry we broke your stuff, bit it's out of warranty, buy a new one"

Completely unacceptable, not just planned obsolescence but actually breaking people's things.

[Swipe650]

Don't kid yourselves, this will never be fixed. The only way they can resolve this is via refund or shipping out a replacement which is very unlikely. Time for us to move on folks.

[KidIcarus]

Last time this happened they sent replacements, even for ones out of warranty. 

[Indigon]

We're talking about thousands of devices probably. Will they ship new ones even for countries outside the US? I doubt it. 

[KidIcarus]

Last time it was thousands of devices. They shipped free refurbished replacements worldwide. 

[BruceLD]

Agree… move on and as far away from Google as possible. Remember this folks, as you fire up and share everything via Chrome and Gmail - this is the company that puts you first… ahem. “Don’t be evil”

[scott337]

 far no issues for me, my OG Home speaker and 2 Gen 1 mini's are working fine. I have 4 mini's total, have not turned on the other 2 ion months; I guess I need to check them.

[HamishMacDeath]

Just got this in, se below. The link given in the text takes me to the form I have filled three times so far. Are Google deliberately making us go around in circles on the hope we just give up asking for a proper solution. 

Hello ********,

Thanks for reaching out to the Google Nest Customer Care Team.

I can see here that you still  have a problem with your Google Nest Mini speaker. We'd love to assist you with your concern and know more about the issue so that we can solve it right away. This issue is best discussed by phone for us to give you effective and efficient troubleshooting steps and further assistance.

 Please contact us back through this  form at your most convenient time.  

For your reference your case number is 1-................ 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,

Chinn

[LoL_Admin]

I've spent more than 3 hours and 26 minutes on the phone with Google Support and 19 emails with three videos and three photos.  They do keep asking for the same thing over and over, but said thank you for your patience and cooperation.  At this point, my time spent FAR EXCEEDS the value of the mini speaker, but it seems like Google will "make it right".

[bionictibia]

After the “make it right” update appeared, I chatted with tech support again, within an hour of the update being posted.  

said I had a bricked google home mini gen 1 that was impacted by the faulty 12/6 update.  Sent a link to the post indicating to reach out to so they could make it right.  

while on chat, was given a reference number and asked to email a video showing the failed factory reset via the button on the bottom, with a paper with ref # visible as well. Also asked to provide serial number.  

was told it would be escalated to supervisor and updates would come via email.  Emailed myself a copy of the chat and also got an email from the rep confirming they would update once supervisor responded.  

next day got an email asking for a video like the first one sent during chat.  Sent the exact same file again.  

then later that day got another email asking for pics of the serial number and contact details (address, phone, email).  Sent those things earlier today.  

just got an update with an RMA code, and a separate email with device return instructions (and mailing label), which also indicated a replacement device would be sent 1-2 days after the returned one is received by Google. 

hope this process/detail helps others dealing with this issue.  I’m in the US, for the record.  

[Eadams76]

That's hopeful.  I've done all that (chat, video, SN and emailed chat to myself too) once... hopefully that's all it'll take and they do what's right...

[MarcdeK]

Well that is some progress. Could you share the reference number? That way people can refer to your case and maybe prevent the next runaround. 

[mbodnar1007]

Great.  Thanks 

[Patthe]

I chat with them on Facebook. I got a case number and filled out a form. I think there is progress. 

They are tracking the issues.

[mbodnar1007]

Yes they are. Keep up your efforts, everyone.  .  .  .  .  .

[BasilB]

My Google nest mini speaker gen one will not start up past going to four lights on  and if I press the reset a green light on Have done the 10X power on off 

I have now read that this is a common problem  since an upgrade 

Please confirm this and is there a fix 

Thanks 

[GregSKey]

I'm having the same problem with my Google Home Mini Speaker (gen 1). Can't get it to connect to wifi and I'm not sure how to communicate with a human being at Google support. If Google fixes the problem there doesn't seem to be a way to get the update onto the Google Mini. I'm at a loss as to what to do.

[BasilB]

And no one at Google helping 

Too much AI 

[Muddi]

Hello folks,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of this and looking into this issue at hand.

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

[Patthe]

It is brick so only a replacement is the option. No over the air update possible. You got to contact Google.

[ma10--_]

Yes, it has been going on since early December, no help from google.

[scott337]

---

@BasilB wrote:

My Google nest mini speaker gen one will not start up past going to four lights on  and if I press the reset a green light on Have done the 10X power on off 

I have now read that this is a common problem  since an upgrade 

Please confirm this and is there a fix 

Thanks 

---

Yes, it is common for some devices. If you read through all the posts here you will see what others have done to get support from Google.

[Muddi]

Hello everyone,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of this and looking into this issue at hand.

In the meantime, we kindly ask you to please go through the "Recommended Answer" for additional steps.

Cheers,
Muddi

[KidIcarus]

Problem is that Google support doesn't follow the recommended answer. 

[Patthe]

I got help by contacting Google on there Facebook link. I got a case number and complete a form. They acknowledge the problem and working on it. Waiting for a solution now.

[leonlevy]

After the last firmware update my google home speaker can't restart,  4 dots appears an the device still stuck without any respose, i already tried to make a hard restart in the 2 ways recomend by google without results,  some suggestions please

[Muddi]

Hello folks,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of this and looking into this issue at hand.
 

In the meantime, we kindly ask you to please go through the "Recommended Answer" for additional steps.

Cheers,
Muddi

[BasilB]

Same problem 😕 and many others also experiencing 

Just getting no support from Google 

[nevmc]

If you pull off the grey grill bit round the bottom , it just pops off magnetised, it reveals the speakers a micro usb, has anyone connected that to a pc.....?????

[Muddi]

Hello folks,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of this and looking into this issue at hand.
 

In the meantime, we kindly ask you to please go through the "Recommended Answer" for additional steps.

Cheers,
Muddi

[BasilB]

Dear Muddi

Thanks for keeping us updated BUT what is actually happening as this has been going on a long time and there does not seem to be any resolution 

Seems it is a standard note that goes out as per below 

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of this and looking into this issue at hand.
 

In the meantime, we kindly ask you to please go through the "Recommended Answer" for additional steps.

Cheers,
Muddi

Wishing you all the best for the festive period 

Look forward to your answer 

[manas]

Couple of my Google home mini gen1 devices suddenly went offline. I tried to reset using the notch below the power button, as well as the unplug and wait for 10 seconds then replug x10. Nothing works. This is the same issue as reported here: https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Home-Mini-does-not-respond-to-fa...

Please help. 

[Marijuanero3626]

Same here, tried the unplug wait 10 sec replug for a total of 11 times. I ve done the troubleshoot several times and nothing changed

[manas]

This is a known issue. Looks like Google pushed some update that bricked a bunch of gen1 home mini devices. https://www.googlenestcommunity.com/t5/Speakers-and-Displays/HOME-mini-UNRESPONSIVE-thread-quot-Goog...

[Darkshizer]

Hi, I have a problem with my google home.

When I turn it on, it freezes. Only 4 white dots appear and that's it.

I tried hard reset and disconnecting from the power supply x10, unfortunately it did not help.

Is there any advice for this?

[DaviD72]

Well, it's starting to get pumped up... Bye Ok Google, hello Alexa 😋

[Patthe]

Just contact support. They are tracking and will make it right 

[DaviD72]

Try it, you'll see...

[Patthe]

I did via Facebook. I got a case number assign and filled a special form.