12-10-2023 09:34 AM - last edited on 12-11-2023 03:03 PM by KiiFromGoogle
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
Answered! Go to the Recommended Answer.
12-22-2023 01:31 PM
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.
12-26-2023 08:11 AM - edited 01-03-2024 08:23 AM
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:
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:
- 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.
- 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.
12-09-2023 03:30 AM
A bunch of us are reporting your first gen nested mini are not working after Google home’s latest update. FIX THIS NOW! You have A LOT of unhappy customers waiting for their Google minis to work again- because I can assure you at this rate none of us will buy Google products again. Please LET US KNOW when you fix the problem. ASAP, please.
12-09-2023 05:21 AM
I've seen posts like this - came on here because also an unhappy customer!
12-09-2023 10:49 AM
Having the same problem
12-09-2023 10:51 AM
Having the same problem. Google told me that’s it is out of warranty.
12-09-2023 10:59 AM
It happened after the update, such crap, this sucks.
12-09-2023 04:58 PM
My Google Home has been the same since the 6th of December
01-24-2024 12:04 PM
Hi folks,
Thanks for reaching out, and sorry for the delay. Could you tell us more about your Google Nest Mini’s behavior? We’d love to help.
Regards,
Juni
01-24-2024 12:11 PM
The nest has not aired in over a month. It has 4 white lights and that’s it. I don’t believe it will work again. I won’t buy another Google home speaker.
01-24-2024 07:43 PM
Text chat google support from the google home app. Easy.
I did and they had me video the problem and upload in an email, send it back to them, they paid the shipping.
They then sent a better new version of speaker and it connected and worked rt away
They are aware of the problem with this. No charges and I'm super happy now.
Hope this helps!
02-08-2024 06:29 PM
Are you located in the U.S. or outside?
02-09-2024 12:40 AM
Google are also helping people in the UK. I don't think I've heard of anyone from anywhere else getting the speaker replaced though.
01-30-2024 02:14 AM
Hi. Has there been an update rolled out to Australia today Jan 29 or 30? I’ve had to setup a mini again and my google home is locked up with 4 dots and won’t find the network. I also had a stack of ‘works with google’ items that I had to reconnect.
02-09-2024 06:22 PM
Hi, which is the solution for Argentina because support says they cant do anything for us because its out of warranty and dont have representatives here.
so we can use devices as paper holder and of course buy new ones.
02-29-2024 11:29 PM
How do I get my 2 nd free camera from google since the old ones are being deleted in April, I never had the option for 2 just 1
03-22-2024 03:12 AM
I had the same problem, after 3 months, I received a credit of 23, on an item paid for 59. Is this the help? If it weren't for your update, I would still be using my Google Mini today! I would like a replacement or the full price...
03-22-2024 05:19 AM
Sane problem, tried all factory resets, nothing
03-24-2024 06:53 PM
I have this same issue and cannot get help from a representative
12-22-2023 04:16 PM
Please remember that this is a problem with the original Google Home speaker, not just the Mini. I suspect ALL first generation devices are impacted. My Google Home speaker (which has better sound than the google mini) is also bricked.
12-22-2023 07:33 PM
I contacted the answer link listed at the top of this thread. I had to make a video showing the problem with my device along with a case ID number written on a piece of paper shown within the video. And operator named Priya told me that it would be escalated to the next department. That is all that I know. I'm waiting their email to find out what will happen.
12-23-2023 07:05 AM
Yes. They want video of me doing a factory reset. WTF.
12-23-2023 07:38 AM - edited 12-23-2023 08:56 AM
Yes, I was referring to this thread here right away telling them that I was in contact with @KillFromGoogle through this thread asking us to get in contect with the support and gave them the link to Kill's post. They were admitting the issues right away and I also had to provide a video with my case ID demonstrating the failing factory reset. I just sent the video a short while ago and now I'm waiting for them to come back to me. Let's see...
EDIT: The CSA came back to me and asked me for my full address. I am assuming this might be for shiping a replacement, but she didn't mention this explicitly.
02-29-2024 02:54 AM - edited 02-29-2024 02:57 AM
Okay guys, latest updates:
After that I bought a brandnew Google Nest Mini from their massively overpriced shop and by applying another 10,- EUR voucher that I still had laying around, I was able to buy it at the regular street price, which is still way above the previous price of the original GHMv1.
I´m just describing the whole process here in a neutral manner and want to leave the evaluation itself to the reader.
02-29-2024 02:57 AM
So basically, you had your devices destroyed by Google. The offered you a very small compensation for their fault, you accepted en are paying for damages you wouldn't have had if they didn't brick your device.
Would you do the same if someone totalled your car? They have now earned money on you because of their fault.
02-29-2024 02:59 AM - edited 02-29-2024 03:01 AM
Yup... that´s how it went 😩
#nothappy
02-29-2024 03:04 AM
Hi @rbm78bln , where are you from?
Where do you shipped your device?
I ship my device via UPS on 19th jan and they arrived on 23th jan on their center in netherlands. But i haven't received any credit.
03-01-2024 03:30 PM
@homix are you from The Netherlands? Were you able to convince them to accept their responsibility? They are still asking me for a proof of purchase from 6 years ago.
03-02-2024 12:50 AM
@MarcdeK i'm from italy.
In the first email with the google support they say me that the device was out of warranty due to a check by serial number.
I reiterated several times that the device worked perfectly and millions of Google devices stopped working following a faulty software update.
After threatening to contact a lawyer, they escalated the ticket and asked me to send them a video.
03-02-2024 01:05 AM
Well maybe it is time to find each other and get a lawyer to ask Google to pay for the damages they did.
12-23-2023 05:23 AM
I have just tried to follow the link provided answered a few questions about the issue and the device etc and requested a call. Spoke to an agent on the Google Nest customer care team who was unaware of the issue and proceeded to take me through the same old steps. Despite my repeated attempts to refer her to the community thread she seemed unable to do anything else. Eventually she said it would be referred for the “engineering team” and requested I send her more information and ( responding to a set of questions in an email she has sent me). I am just doing that now
It seems like the left hand doesn’t know what right hand is doing.
Google. You need to get your act together. Come on!
12-23-2023 06:39 AM
good morning... is it possible to know something? I ask the Google technicians
12-23-2023 07:46 AM
Same as everyone else
12-23-2023 07:47 AM
Just opened a case, shared the required video and was advised it will be escalated.
12-23-2023 07:56 AM
I don't understand why we have to do anything, Google did this to us, while they were doing an upgrade. Why can't they delete the upgrade, is it possible if they do that everything might be fixed. Just asking.
12-23-2023 08:17 AM
No. A failed firmware update has already overwritten working code inside the device with dead code.
Its like a botched brain surgery. After cutting too deeply, there's no reset button to undo the surgery and bring you back to life.
12-23-2023 07:54 AM
Of my 3 minis, only 1 works. The other 2 have 4 constant lights even after connect then disconnect, unplug, etc. Tried about 10x. Is there a solution??
12-23-2023 08:33 AM
Umm.... wow, just wow. Broke my stuff just before the holidays and on a lark decided to tell me you were going to fix and then disappeared.
Happy effin xmas!
12-23-2023 12:22 PM
Lo mismo, mi Google home con 4 luces estáticas encendidas!
12-14-2023 03:24 AM
After trying several times the “11” method, the four white lights are the only thing on the speaker. The reset button on the back just turns the further left white button green, and that’s about it. What else can I do to get my speaker to work?
12-14-2023 07:21 AM
Hi @Stevensenft
There is a known issue with the Mini not working and the 4 white lights showing. The team is working on it so for now just please file feedback via the Google Home app.
Make sure that "Send device usage data and crash reports to Google" is turned on before submitting the report.
Thanks for reporting.
12-17-2023 03:40 AM
I’ve done plenty of those. Still nothing.
what should we all do??