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.

[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.

[DaviD72]

One more file, good luck!!

[toddt]

We’ll see what? I contacted support, and they’re issuing a replacement.

[DaviD72]

We will see how many replacements there will be, thousands of devices affected and a few lucky ones in the end.

[ma10--_]

how do i contact support, filled out the form they requested and have heard nothing.

[bionictibia]

I picked the chat option via the link in the recommended solution found in this thread.  

[toddt]

Choose the chat option or call. They were quite responsive. 

[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.

[KenC1]

Are they replacing Google Home Speakers also? Mine was affected.

[gileswells]

My issue was specifically with a Home Mini but I would hope that if the issue was caused by the same bricking firmware that you would also be able to take advantage in some form. It doesn't look like the Google Home Speaker is technically being sold anymore so they may have to consider other options like offering you a Mini as a replacement or potentially even offer you a Nest Audio device. These are just my guesses but the feel that I got when going through the process was that this was less of a "Google Home Mini" replacement program and was more of a program to right the wrongs done to so many devices. How that applies to a device that is not only outdated in terms of the internal hardware but also has no device with a similar external appearance on sale like the Mini does.

My recommendation would be to go through the steps that I listed above and see what they're able to do for you. Best of luck.

[gileswells]

Surprisingly my Home Mini was replaced with their full sized Nest Audio. Seems to reason that you might just get a newer Nest Audio speaker as a replacement.

[MarcdeK]

Where are you from? 

[hhk]

I didn't get a replacement offer, just some credit that is nowhere near enough to purchase another mini. I am from Canada. Maybe this is why they could not offer a replacement for my out of warranty device.

[RockettSJ]

Same $25. A replacement is $79. Not even a Boxing Day sale on their website 😕

[ma10--_]

I chatted with somebody and did the video, but when I sent it it came back that that was the wrong address, if anybody has the correct email address for google support, I would be pleased if you sent it to me.  Thanks

[dug044]

Did you just hit reply to the original e-mail?  What e-mail was that?

[ma10--_]

Please tell me what was the e-mail address you used to send her the video.  Mine keeps saying e-mail does not exist. Thanks and happy for you

[gileswells]

Mine went to (looks like Google suppresses their support email address in the forums, let's see if I can try it another way) googlehome-support[at]google.com but also I had a case number opened with them so it is entirely possible that if you're sending the video to this email address but don't already have a case open with them that they'd kick it back as a non-existent email address.

I got my email from them when they were asking for the video and I couldn't upload it through their web chat. I just replied to that and that's how it worked for me. Best of luck.

[toddt]

I received this same response.

 

[JulienetManue]

They don't want me to return the device. They don't want to give me a device in exchange and don't want to give me compensation. I'm in France. All I have to do now is throw it in the trash, I can't even use it as a Bluetooth speaker. It's great when I have all my home automation controlled via Google

[gileswells]

If you have a form of consumer protection agency as part of your government I would suggest reaching out to them and seeing if they can do anything to assist. Maybe going through them can apply some pressure on your behalf to get Google to do the right thing.

[mikecm469]

Just submitted my support ticket.  Lets see if Google does the right thing.

[CP55]

Just got another confirmation from Google that people who live in Canada can only get Google Store credits.  In my case is $35 and will be expires in one year🙄.

---

Hello CP,

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

I have delivered your messages to our concern team but since you are located in Canada, you are only eligible for Google Store credits and not a replacement. 

We are only allowed to provide you with the amount mentioned as their device is already out of warranty. 
Please let me know if you still have any query. 

---

[Patthe]

What i hate about this statement would be the same if I let my vehicle to my neigboor and they have an accident and total the car with it and they say well it out of warranty.

Google was the one driving the car and they total your car it and say oups here 35$.

[it_guy_nb]

That's ridiculous. 

I'm in Canada too and getting nowhere so far. Tried this question in Bing AI, might need to be my next step:

"What can Canadians do when a US company like Google breaks your hardware device and refuses to replace it but does so for consumers in other countries"

I’m sorry to hear that you’re having trouble with your hardware device. If you’re having issues with a product from a US company like Google, you may want to try contacting their customer support team to see if they can help you resolve the issue.

If you’re not able to get a satisfactory resolution from the company, you may want to consider filing a complaint with the Canadian government’s consumer protection agency, the Competition Bureau. They can investigate complaints related to false or misleading advertising, deceptive marketing practices, and other issues related to consumer protection.

You may also want to consider contacting a consumer advocacy group like the Consumers’ Association of Canada for additional support and guidance.

[oicned]

I already provided all my information to Google including video and screenshots of the Serial Number. They asked me also for the 2 options and provided what I wanted - Advanced Exchange.

It's been two weeks since I provided it on 12/27. I have followed up a couple of times for an update and no one has responded for a status. Seems like they are ignoring the request.

[DennisJB]

I'm reading all of the posts about "bricked" Home minis. I have the same 4 white dots as the other posts however I cant seem to find a way to contact Google. HOW do you go about chatting/talking with customer service?

[KimoCharles]

Look at the recommended post in this thread. It's right there. I used the chat and had my replacement delivered at my door within 48 hours. 

[Vanem2712]

How did you get your replacement so fast? My replacement is still says label created on FedEx since Jan 4th and customer service doesn't know what's going on, they're charging me for the full amount on the 25th because I haven't sent my old device yet but the new one is nowhere to be found. 

[ma10--_]

You have to send the old one back before they ship the new one.

[rta]

Lucky you.

Here in France as they tell me that my device was out of warranty, they can only give me 25USD credit on the google store.

Which is less than half the price of my google mini they have broken...

[piscesgurl_28]

This was extremely helpful information. Thank you! 

[ironfetus]

Hi! I was having this same issue. I fixed it by turning the mic off, THEN, holding down the reset button or the middle of the speaker on top until it goes orange. release when you hear a sound. It only worked with me when I kept the microphone off during this. Not sure if it will work for everyone but I had 3 doing it and got them all fixed this way. Hope this helps someone!

[Dropzone]

I tried several times factory reser nest mini using 1st gen and 2nd gen methods and it just will not reset and i am not able to set up new router wifi

[Pau71]

Great for you, if you are not in USA there is no replacement authorized. I speak for me but think all users must have a solución not only the ones in USA. 

[gileswells]

I fully agree that this should be a solution available to everyone that has been affected. Of course everyone should try and see what they can do to get it handled even if they're outside the US. Hopefully, if anything, the approval for replacements is just delayed in other countries.

[Jackbob]

I'm in the USA and i still haven't got any replacement, so I don't know if it's a US thing. The rep I've talked to says i still have to wait for a higher up to respond and that's been a few days since the last correspondence.

[ma10--_]

How do you get through to talk to someone?