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.

[CorradoK]

I just went through the first support interview and, after sharing the srial number of the device and the short video to show the behaviour when booting,  I'm waiting forr their internal "escalation" whete they should evaluate if I'm eligible for a replacement / refund or nothing. 
Being based in Italy, I'm not so optimistic. But let's see.

[halupto]

Same with me, I am in Prague, Czech Republic - so let´s see the result

[homix]

Hi @CorradoK are you from Italy?

Do you have any update?
I shipped my google device on 18th jan via UPS. They received the device on 23th jan. 

At the moment I have not yet received any refund. They tell me that "they have received a high volume of requests and are still processing the credit."

[RAurelio]

Google is sending out a nest mini for replacement. Took about an hour on the phone though. I believe if your in the US you will get a replacement if you call and go through the steps. Mine is on the way. Finally 

[RockettSJ]

I’m in Canada. They offered store credit. They didn’t actually confirm it’s sent yet, but I see $25.00 CAD in my Store account now. Pretty crappy considering a new device is $79

[HamishMacDeath]

Oh well, may as well order an Echo Show, I need to spend my Christmas money on something. What a disgusting way to treat your customers.🤨 

[ma10--_]

What do  you have to do to get someone at Google to speak with you. I have filled out the form, requested a chat two days ago and have heard nothing. None happy with google

[dug044]

I just had a chat session with Google Nest Support on this issue.  They ask for a video showing the Nest Mini boot up (or not in this case).  They wanted to see it power-on, show 2 LEDs and the 4 LEDs  and then nothing else.  They also gave am a case number that had to be included in the video.  I did so and responsed, with a link to the video, to an e-mail they sent. The rep waited for my reply and then said it would escalate up to the next support level and I should expect a contact in 24-48 hours via e-mail.
So we shall see......

[ma10--_]

I also had a chat with google nest support re this issue. she sent me an e-mail for me to attach my google home.  When I sent the e-mail to her, it came back saying e-mail address doesn't exist.  Has anybody else run into this problem?

[ma10--_]

I tried to have a chat session , but nobody has contacted me.  How long was it before you had the chat. Thank you

[hhk]

Disappointing. They only agreed to give me back some credit instead of replacing a device that they bricked.

[Patthe]

Same, canada here, was only offert a credit. Not sure how big the credit will he yet, but don't think will be enough for a replacement....

[handytouch]

Asia Pacific - no support, no replacement or credit. They will try to fix the issue and let me know.

How do you fix? OTA will not work unless it is booted. Else is to develop a firmware application to update via usb cable plugin to PC, provided the home mini usb port accept data input.

[handytouch]

Do not throw away your device yet? There might be a way, it seem that the micro-usb is responding according to the following thread
https://www.reddit.com/r/googlehome/comments/5fpzvw/service_micro_usb_port_and_all_its_secrets/

If google can provide a firmware update application with the necessary fix images, it might work.

[SeanLoughlin]

So I bought a new phone and I erased my old phone, and now the google home will not respond to anything and after resetting the internet, unplugging and plugging in the google home mini and trying to search everything up, the only thing it will do is show 4 white lights. I’ve tried to factory reset it too but it won’t respond only showing a green led when I hold the back button.

[neeraj17]

I also have the same issue. suddenly it stopped responding. Only shows 4 white LEDs and when trying to reset, shows only 1 green light. Tried many solutions provided in Google community, but still same issue. Please help.

[kdsm]

Hi,

My device is not responding. Have tried the factory reset and there's just a green light when i press it down. Which is very similar to the issue mentioned in the below ticket.
https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-home-mini-green-light/m-p/460845

So curious to know what are the steps performed to make the device work.
PS: I already tried unplugging the power cable 10 consecutive times as mentioned in the above thread, but no help.

Could someone help me out ?

[Kenneg22]

I have the exact same problem with two google nests both stopped working on the same day four white lights and if I try to reset just one light goes green. I tried the “fix” three or four times …nothing I resorted to twitter and they told me that they’re working on a fix! 

[kdsm]

Hi Kenneg22,

so you sent your device to them? Or are they working on software update.

[Kenneg22]

I opened a chat with Nest Customer Care...I chatted with an agent for about an hour, identifying the problem, I sent them the item unique serial number and they have organised replacement items....

[Kenneg22]

I posted the problem on Twitter and this is the response 

We're sorry for the trouble, Gerry. Our team is aware of this and working on a fix. We'd suggest sending feedback using the Google Home app. Make sure that "Send device usage data and crash reports to Google" is turned on before submitting the report: goo.gle/3RzRoBo

nothing happened I asked again and got this 

We appreciate your effort! We understand that you want this resolved in a timely manner. Our team is still working on a stable resolution for what's happening with Google Nest Mini devices. We hope you can extend your patience with this. 

I don’t know any more but two devices had developed the problem on the same day! 

[Patthe]

Noting it is brick.

[bradlee313]

Got an RMA and return label. They say it will be replaced with a new Nest Audio. 👍

[RAurelio]

Same. Shipped my mini out yesterday

[davidcd13]

Same problem for me. I am in France. After contacting customer support. Google refuses to replace my Google Home Mini 1st gen, claiming that it is no longer under warranty. It's a shame ! knowing that the problem comes from a bad update pushed by Google...

[radiantad]

Has anyone tried this - https://support.google.com/googlenest/answer/9837834 . It worked twice for me once in september and once today when my google home went unresponsive. Both times at the end of this process Google Home reset itself and was back in action

[Pau71]

The lynk is broken can you tell ud what you didnt, thanks 

[radiantad]

This is from the google support site

1. Unplug the power cable from your speaker. Wait for 10 seconds. Plug it back in, and wait until all 4 lights on the top illuminate.
2. Repeat step 1, 10 more times.
3. After you plug your speaker back in the final time, you'll need to wait a few moments for the device to reset. It will announce 'Welcome to Google Home. To get started, download the Google Home app on a phone or tablet,' to let you know that it’s ready for setup.

[bradlee313]

Everyone here has tried all of the reset procedures. Our devices are bricked. They cannot be reset.

[it_guy_nb]

Yes I tried the unplug 11x sequence about 3 different times, still have 2 dots then stuck on 4 dots.

[Ejly]

I tried that before chatting with support. They had me do it again and it still didn’t work. 

[Patthe]

It is brick noting you can do. Only a replacement can fix it.

[Hoagie572]

Just got my return labels to send it off for a replacement. I'm in the UK. 

[Voidstate242]

wow, is that a warranty replacement? When I spoke to support on chat way back when the firmware update was first pushed (Dec 8th or thereabouts), they said they could do nothing, and all the comments on these many threads seem to have been echoing that, those with out of warranty devices. Although I think I did see a post about US people with problems getting replacement, and others getting token dollar payments.

[Hoagie572]

Quite a long way out of wanty. 

[Hoagie572]

Sometimes I wish I could type. 

[Voidstate242]

ok, so what process did you follow? when I chatted weeks ago I got nowhere.

[Patthe]

Try chat again. I use facebook chat to contact them.

[it_guy_nb]

Facebook chat on this page? https://www.facebook.com/madebygoogle/

[Patthe]

Yes