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

halupto
Community Member

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

3 Recommended AnswerS

KiiFromGoogle
Community Manager (Admin)
Community Manager (Admin)

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.

View Recommended Answer in original post

gileswells
Community Member

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.

View Recommended Answer in original post

moralesvicente
Community Specialist
Community Specialist

Hello Folks, 

Thanks for reaching out to the Google Community Forum. I’m sorry to hear that your Google Home Mini is stuck showing up 4 dots. Don’t worry, I’m happy to help. 

 

I understand how frustrating it can be when you don't receive the level of service as you expected, @Aloy77. I apologize for that situation. 

 

Please try to perform the following steps: 

 

  • On the side of the device, unplug the power cord and wait 10 seconds to plug the power cord back in to wait for the 4 LED lights to light up.
  • Repeat the first step 10 more times.
  • On the last attempt, wait for the device to announce "Welcome to Google Home."
  • Set up the device in the Google Home app.

If the situation still persists, could you please fill out this form with the needed information? A member of our support team will be in touch over email to help. Let me know once you're done.

 

Best regards,

Daniel

View Recommended Answer in original post

1,116 REPLIES 1,116

Used the web chat every week. On the third week I got Tan who was more helpful than the person I got on the first two attempts. There's still a lot of messing about taking videos to do, but it got me there in the end. 

Just an update on this...

Spoke to support on chat again last week, repeated to them the issue with my out of warranty Home mini, and this time they stated "this has been an emerging issue where Google Home and Google Home Mini speakers are going unresponsive". Given this, we went through the usual reset procedures, and finally provided a video showing the lights etc. and the inability to reset. From this an RMA was raised and I posted the chalk Home mini back to their site in Poland via DHL.  A few days later I have received a brand new chalk Nest Audio - so it looks like in my case they have made good on their responsibilities. For all those who initially reached out to support when it all happened a month ago, I'd suggest you try again. Thanks to all in these forums for keeping everyone up to date in all countries

Hi, Voidstate242, what country you´re in?

I'm in UK

UK.    Okay

 

skgowd
Community Member

As advised on recommended answer, contacted customer support via chat and they asked me to send video of Google mini booting up and showing 4 dots including case number on piece of paper. It was fairly quick and they sent me a return label. Once return shipment is received they'll ship Google nest audio as mini no more available. 

Nso392971
Community Member

3 weeks later, still no response from Google? Nice. I will not be purchasing anymore Google devices after they inevitably brick or break. Poor quality and poor customer support. 

Patthe
Community Member

This 2 week has been mostly holiday time. I'm sure most office are close at the moment and they must have a backlog of email to reply. Just give it more time.

ign3ous
Community Member

Same issue here, "troubleshooting" solution did not work. The method of unplugging in and out 10 times is honestly just absurd. 

ign3ous
Community Member

No solution or information from Google... Possible security vulnerabilities or some other major issue so these devices and had to get the axe under the radar? Cleanup mode?

 

BertatGroesbeek
Community Member

My GOOGLE HOME MINI also shows 2/4 white lights in The Netherlands...

I have spend allday to un/plug the device and trie to reboot. 

Is there any ne news from GOOGLE/Support yet? 

Ricktha
Community Member

Well, it seems like I'm not allowed for a replacement due to not being in the US... Great, so bad software update bricks it, but they cannot offer anything else, like credit etd? They advised me to move back to US, in order to get it. Just perfect.

Pau71
Community Member

Same to me, to write them when someone is there and they will send in 48 hs the label to send by post and when receive 6 days to replace imposible if you dont live in us

arg553
Community Member

This happened to one of mine as well. The response from customer support was to file a warranty claim or buy a new one. Considering it was a 1st gen home mini, it is clearly not under warranty. This a very frustrating response considering the brick seems to be a direct result of an update applied by Google. Yeah, it's not a new device and I didn't expect a completely free replacement, it would be nice if they acknowledged responsibility for breaking the device and provide some discount for replacement.  

Femotter
Community Member

Same thing has happened to mine! I get four white solid dots and then when I try to set it up, it turns to  four blue solid dots. I have also done everything that every user here has mentioned, and nothing is working.

ChassBen
Community Member

I've watched the responses ever since posting my problem on Dec 19.  I'm in US and "had" a Google Home Mini I purchased in Dec-2017.  It got bricked by the firmware push download like so many others.   4 white LEDs on power up and one green LED on reset, and the 10x power cycle fix did not work either.  I decided today to try and get Google to replace it since apparently, others succeeded.  I went through the Google Help Chat route and got quick help from a rep.  It took a long time, but after giving them S/N, where I live, and a short video of the power-up and reset showing the LEDs (4 white, then 1 green) I was given my return info via FedEx.  They offered me the standard or express options, like I saw others that succeeded report.  I chose standard and have already shipped my Mini off via FedEx.  They say I will get a Google Nest in return as soon as they get my brick.  So if you are in the US, have the S/N, and can show the power-up and reset with the 4 white, then 1 green LEDs, and are willing to devote about an hour or two on chat and then ship the brick back you will can get a Google Nest that is brand new and about $100 US.  Note that doing the video with low res (only about 40 sec worth) and sending it via Google Mail on my phone, which further reduced its size, was the hardest step since I had to email the video to Google Tech Service by replying to an email they sent me while on the chat.  But they were fairly patient while I did all that.

ma10--_
Community Member

I had to do all of the above.  It was not easy for me to do the video, but doing the serial number was even harder. I don't and didn't understand why we had to prove everything.

The google reps could not have been nicer, and more importantly  they were so patient with an elderly lady. 

My advice is keep doing what they ask and in my case they are sending me a replacement.

Very same experience, I am sending in my broken Mini, for a replacement authorized by Google.
Not bad for an elderly gentleman. 

bradlee313
Community Member

Is Google still actively bricking Gen1's? I've got a few spares still in box that I'm hesitant to connect.

No they stop that update.

Lynz_2601
Community Member

I have read about what solutions have been offered from other countries with replacement being sent

What I want to know is what are they going to do about devices in the UK

Are we going to get a replacement or a substantial discount or anything for them bricking our devices and rendering them useless to us !!

I think we need to take this higher to the newspapers or something as we are just being given lip service and repeated posts as answers and it's not good enough!!!!!

WE WANT ANSWERS!!!

Hoagie572
Community Member

I'm in the UK and mine is well out of warranty but they are giving me a replacement. I don't even need to pay postage. Lots of messing about with videos of it trying to boot, and 3 goes on the chat thing but I persevered to make a point. 

Who did you contact I have spoken to customer services on 4 occasions and spoke to live chat got told to buy new one as out of warranty 

I haven't been offered a replacement ?

RAurelio
Community Member

I got my new nest audio to replace the mini. All it took was a phone call. Had to take a 40 second video take a couple pics and mailed the mini to google

Slovninja
Community Member

Here's my latest on the situation.  I am in Canada since that appears to greatly impact the resolution.

I contacted Google support again via chat. I was instructed to send a video of the malfunction and pictures of the serial number along with a specific case number in them as proof (made an album in Google photos and just emailed them the link to the album).  The communications continued via email.  I was asked for shipping details and then after a few days I followed up and was asked to confirm my shipping location was Canada (for a third time).  After a little more time the response from Google was:

"Since you are located in Canada and your device is out of warranty, you are eligible for a Google Store Credit account and not a replacement."

This was followed by some google store setup instructions.  No mention yet of how much the credit will actually be.  Anyone else in Canada get this? Hoping not to get shortchanged.

Patthe
Community Member

I'm from Canada this is what I got from Google:

 

Thanks for your patience on this.

We will be processing a refund for this. Kindly follow the steps below to proceed with this.

  1. Go to store.google.com .
  2. Make sure they're logged into the account they want credit on. 
  3. At the top right corner of the page, click account image.
  4. Click Settings
  5. Find the section labeled Google Store credit.
  6. Click the SET UP button. 
  7. Fill out the required information.
  8. Click CONTINUE to agree to the terms. 
    1. The Store credit section should then show a balance of $0.00 until credit is applied.

Please let us know once finished.

 

 

Still no credit yet they are waiting for more info as my last email is this:

 

Hello Patrick,

Thanks for this, we'll get back to you on this.

 

 

Slovninja
Community Member

I emailed them back to ask and they told me the credit was $25USD. I have yet to accept the credit, I am holding out for a real credit.

Australian based here, after such an ordeal and what seems to be countless days with support, I RMA-ed my Google Home Mini, to Hong Kong apparently, which kind of a waste of logistic imo, and then I got credited with a pathetic $25AUD ($16USD) in my google store account. That's not even enough for a replacement.

Seriously, I think I am done with Google Hardware now.

That's odd, I'm in Australia also - I went through the same process of you (weeks of talking with support and providing details, RMA back to Hong Kong), but I got a replacement device (another Gen1) eventually.

RaphaelF1
Community Member

I encountered the same situation. The offered amount of CAD33.62 is quite inadequate. I communicated my decision to retain my device and await participation in a class-action lawsuit.

I'm in Australia, but same situation. Was told 11 days ago I'd receive store credit, still waiting for it to arrive, and don't know how much it will be.

I had a nice discussion with support but unfortunately the proposed solution is not working for me. I'm in Romania and I was told to send the bricked device to US, as that's the place I bought it from initially. 

I feel that Google is ok with offering the Google Home system and testing their new software updates worldwide, but they only want to support some countries if something goes bad. I don't want to move to another competitor as I invested in multiple devices, but my confidence in Google making things right is at a minimum right now.

I encountered the same situation. The offered amount of CAD33.62 is quite inadequate. I communicated my decision to retain my device and await participation in a class-action lawsuit.

Let's communicate this to the proper governmental channels!!

Nico72
Community Member

Hi

Same problem here on my google mini 1st gen FRANCE 

Handylee
Community Member

How can we start a class action against google for folk outside US.

Claudio68
Community Member

My Google Home device is blocked since weeks.

It display 4 fixed LED lights pale yellow.

I tried to reset many time, using all methods suggested (back botton, disconnecting 10 time , ecc.).

It remains still blocked, no way to connect.

I suppose it bricked due to automatic OTA update by Google.

What can I do to recover?

Thanks in avdance for helping.

Payesgaston
Community Member

Estoy en la misma… alguien encontró alguna solución? 

Hoagie572
Community Member

Today I got a full size nest audio to replace the bricked 1st gen home mini. I have no idea how old it was, but being a 1st gen it must have been well beyond the warranty period. I'm in the UK, so if you are too it seems likely that you'll just have to chat with the support people and follow the procedure. 

yes same here, thanks to you for letting me know that you got a better response from support the 2nd time

eabbanks
Community Member

To potential Google Home Mini users here in Brazil.

I do have 3 units, which I bought directly from the Google store when it was still viable to do so (values, exchange rates and taxes).

Of those 3, only one crashed on December 5th. My story is identical to others (all of them?) on this thread: when I noticed, the 4 LEDs were fixed in, white color. I  saw the procedures: restarting 10 times, unplugging and plugging back in (waiting 10 seconds between unplugging and plugging in). Each time, 2 white LEDs and 1 green LED came on, and then it went back to 4 white LEDs.

As my unit do have the reset button (below), I also tried holding it down for 10 to 15 seconds and nothing. Same condition with 4 LEDs.

When I contacted Google's chat this week (all in Portuguese), the attendant said that the team is aware of the problem. She asked me to send a video showing that I had turned it off, waited for the time and turned it on, and the device was still stuck. I made the video identifying it with a code she gave me and sent it to the incident email address. Now I have to wait for their analysis.

I'm hoping they'll allow an exchange, even if it means sending it abroad - as long as the price isn't exorbitant.

Two points for those from Brazil:
1. I know from personal experience that there is a Google shipping system via DHL for free, because this has already happened with a Google/Asus router I had.
2. But in that case I didn't opt for a return, so I don't know if this process would also be free of charge or not. I still don't know if this could be valid, for example, via Procon (Governamental Agency that protect consumers rights), since in my case the items were bought abroad (imported), not in Brazil. I didn't find out that time and now I'm still waiting to hear back from Google about the Google Mini review.