Google Nest Community

halupto · ‎12-10-2023

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 · ‎12-22-2023

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.

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gileswells · ‎12-26-2023

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:

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.
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.
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.
42 hours later I received an email asking for mailing and contact information. This included my name, mailing address (with country) and phone number.
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:
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.

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Lizb72 · ‎12-09-2023

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.

Tehky · ‎12-09-2023

I've seen posts like this - came on here because also an unhappy customer!

KathleenC · ‎12-09-2023

Having the same problem

Temich7 · ‎12-09-2023

Having the same problem. Google told me that’s it is out of warranty.

KathleenC · ‎12-09-2023

It happened after the update, such crap, this sucks.

Joe_ASHC · ‎12-09-2023

My Google Home has been the same since the 6th of December

Juni · ‎01-24-2024

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

Lizb72 · ‎01-24-2024

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.

KathleenC · ‎01-24-2024

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!

DavidVague · ‎02-08-2024

Are you located in the U.S. or outside?

Hoagie572 · ‎02-09-2024

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.

MeggZ · ‎01-30-2024

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.

Pau71 · ‎02-09-2024

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.

LEWCIFER · ‎02-29-2024

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

RedBull · ‎03-22-2024

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...

janphilipwassen · ‎03-22-2024

Sane problem, tried all factory resets, nothing

Nick333 · ‎03-24-2024

I have this same issue and cannot get help from a representative

mmdwyer2006 · ‎12-22-2023

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.

Parksanim · ‎12-22-2023

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.

mbodnar1007 · ‎12-23-2023

Yes. They want video of me doing a factory reset. WTF.

rbm78bln · ‎12-23-2023

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.

rbm78bln · ‎02-29-2024

Okay guys, latest updates:

On 12-23-2023 I was opening my support ticket with Google
On 01-19-2024 I received a UPS shipping label and
On 01-23-2024 my bricked GHM was delivered to their return centre
On 02-24-2024 I have received 25,- EUR of Google Store Credits
This is solid three monts of processing time

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.

MarcdeK · ‎02-29-2024

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.

rbm78bln · ‎02-29-2024

Yup... that´s how it went 😩

#nothappy

homix · ‎02-29-2024

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.

MarcdeK · ‎03-01-2024

@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.

homix · ‎03-02-2024

@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.

MarcdeK · ‎03-02-2024

Well maybe it is time to find each other and get a lawyer to ask Google to pay for the damages they did.

Andywh · ‎12-23-2023

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!

RedBull · ‎12-23-2023

good morning... is it possible to know something? I ask the Google technicians

brado1 · ‎12-23-2023

Same as everyone else

Copy Success

RockettSJ · ‎12-23-2023

Just opened a case, shared the required video and was advised it will be escalated.

ma10--_ · ‎12-23-2023

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.

KidIcarus · ‎12-23-2023

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.

Jenn32404 · ‎12-23-2023

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??

GglSucks · ‎12-23-2023

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!

Ceg01 · ‎12-23-2023

Lo mismo, mi Google home con 4 luces estáticas encendidas!

Stevensenft · ‎12-14-2023

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?

JillG · ‎12-14-2023

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.

Stevensenft · ‎12-17-2023

I’ve done plenty of those. Still nothing.

what should we all do??

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