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.

[marcolopes]

Google Nest ecosystem is hanging by a thread! (no pun intended)

There are so many BUGS and problems! And even those that eventually get FIXED (by a miracle!) come back later on.

But what's making me real MAD is that WE (users / CLIENTS) spend a LOT of our "precious" time DEBUGGING and SHARING our findings here in the community, and in return we get almost ZERO FEEDBACK and have our THREADS LOCKED without any INFO or WARNING!!!

Google Home is DEAD!

[FlorianC]

Thanks for your answer, but it's not working, it's always blocked with the 4 lights...

[David_K]

Appreciate you trying those steps. I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

[MarcdeK]

Please don't act as if this is the first bricked mini. There are thousands worldwide that google destroyed and are unwilling to repair or replace, leaving thousands of people (like me) with the cost of the damage.

@FlorianC your device is bricked due to a firmware update. Google knows all about it for months. They just keep stalling. Contact support and provide them with the requested pictures, video and other means to drag things along and then start praying that they will take some responsibility for your damages.

Good luck. I am still waiting.

[Winchester]

that's what google customer service is currently doing.... trying to "make it right" while its looking more likely they bricked the device on purpose so that they can make you pay them more to buy the latest Next Audio.. which caused way above the USD 25 or USD 35 "replacement" store credit they are offering to non-US customers..... 

[LEWCIFER]

Well after major frustration with google , I have decided to just throw away burn crush my camera, the free one and save $8 month. Trying to get an answer from them is like dealing with the IRS, wait the IRS is better at communicating. Later google.

[LEWCIFER]

Too many other cameras like Eufy that has actual customer support. Also works correctly.

[Acelandow]

Is this issue related to the "something went wrong" or "there was a glitch" problem?  Almost no commands are working on mine.

[JSPR]

Quick update from my side. After contacting the Google Nest Customer Service via email, things finally seemed to start moving along. In several emails, I was asked to share my address details, the serial number of the Home Mini affected and a video showcasing the infamous 'two, followed by four white lights' issue, alongside a piece of paper with my case number. I was hopeful that Google would finally provide me with a solution, until they asked me for a proof of purchase. A proof of purchase that - after five years - I no longer have.

As this is not a typical 'factory defect' and my warranty must've expired years ago, I don't see the point in asking for a proof of purchase. After all, Google has admitted that their faulty software update was responsible for the issues that we are facing, bricking thousands of otherwise perfectly functioning devices. There is no point whatsoever in asking for proof of purchase as a requirement to reimburse us for the damage that Google caused.

In response, I have given Google formal notice that I'm expecting them to repair or replace the affected device within 14 days. If no satisfactory solution is provided within this period, I will reach out to the European Consumer Centre (ECC) and the Dutch Consumer Authority (ACM) to see if they can help.

Update 08-03-2024: Google sent me a brand new Nest Mini!

After my message to Google, I soon received a reply that they escalated my issue and were looking into a solution. The next morning, Google reached out to inform me that they'd send me a replacement. And indeed, a brand new Nest Mini (2nd gen) showed up at my doorstep today. Though it did take awfully long, I do want to thank the team at Google for their prompt replies and for eventually making things right by sending me a new Nest Mini. I thoroughly hope that everyone else who is facing similar issues will soon receive a replacement unit as well.

[MarcdeK]

Bij mij gebeurd dus precies hetzelfde. Speciale truuk voor Nederland denk ik. 

Misschien even contact houden?

[JSPR]

@MarcdeK Wat balen dat het bij jou nog steeds niet is opgelost zeg.. Gelukkig is er hoop, want ik heb vandaag eindelijk een nieuwe Nest Mini toegestuurd gekregen. Ik zou je daarom willen aanraden om toch nog eens contact met Google op te nemen (per email) en hen te wijzen op je rechten als consument. Je kunt hen dan formeel 14 dagen de tijd geven om je apparaat te repareren of te vervangen, met de opmerking dat je anders helaas genoodzaakt bent om naar het ECC / ACM te stappen voor verdere bemiddeling. Maar laten we hopen dat dit - net als in mijn geval - niet nodig is en dat Google haar verantwoordelijkheid neemt.

Veel succes! Ik hoop dat er snel een goede oplossing wordt geboden.

[MarcdeK]

Ik heb zeer regelmatig contact met google via mail.

Is het mogelijk om me iets meer info te geven over wat je gezegd hebt? Of welk mailadres je gebruikt hebt want ik blijf bij dezelfde nitwit uitkomen die maar blijft doorzeuren over m'n aankoopbewijs.

Geen idee of je hier prive berichten kunt sturen maar elke hulp is welkom.

Groeten 

Marc

[RoberQC]

Google Nest Audio here. Bougth in 2020. Perfect condition, any move any fall or w/e.

Same as you guys, out of warranty and they link to me their shop.

I'm gonna report them for consumer abuse in my country and lets see what happens.

[gotozeus]

I am not sure whether I should be more alarmed as a customer or as a shareholder. This is just ridiculous 😕
It is crazy that they know that they bricked some gen1 homes, and yet they say "out of warranty, nothing we can do". 

Do no evil, my a...

[Ambe77]

I bought an Echo Dot months ago and have never been happier.

[asdfsafd]

I'm from Germany. Google just sent me 24 EUR. I asked them to repair my old device but they refused to do so. So I took the money and will not buy anything else from these thieves again. 

[asdfsafd]

23 EUR is correct.

[cley1]

IT does the same for me.

It stuck, and looks like my speaker is not usefull anymore

Thank you for my 100 Euros !

[janphilipwassen]

Managed to get hold of Google helpdesk. In some countries you are entitled to a replacement. Seeing is believing but work in progress.

[Lori17]

I am having the same problem.  4 white lights, none of the work around helped. When I reset I get 1 green light and the rest stay white.

[Markdavisav]

You have to push Google to RMA the device. They'll push back and try to just offer you a 25 dollar credit but you have to stand foam as it was not your fault your device doesn't work anymore. It was due to a faulty firmware update the Google pushed out. 

[BigBeast87]

I'm from Austria, same problem with one of my Home Mini's.

Since 4 Months - discussions with the Google Support about a replacement ..., only offer i got: ~25€

And due my location, google makes only a payout via payoneer, i have no Payoneer Account and wan't create one ... Payoneer Accounts cost 29€ p. Year, for my Location ... 

Im extremely unhappy ... i hope Google is recognizing, what they have done to us (customers and the Home Community ...) and brings a solution.

[Markdavisav]

I'd like to chime in on this one 

[Markdavisav]

I'd like to chime in on this one. 

I'm in Australia and I've been battling Google support on this same issue since December of last year. 

The response I've got is absolutely ridiculous and insulting. They agreed to our device but then sent a courier out once they picked up my device they canceled the RMA.

Then month after month after month I was given a run round with different RMA numbers different solutions and none of which were ever followed through on. The very last solution which is absolutely insulting is that they offered me a refund of half of the value of the device. I find this completely ridiculous considering Google cause the device to break and yet they can get away with just taking my device after a green to replace it and then changing their mind and offering a 25 dollar refund which might I add I still haven't got over seven months later. 

The community should get together and launch a class action because the way this goes what is stopping Google sending out destruction updates forcing users to upgrade the devices at their own cost. 

If I have a car accident and somebody hits me but my car is out of warranty does that mean that they should only have to pay for half the cost of replacement. 

This is the route Google is taking. I have argued with them and argued with them and the final answer I got is they would only be able to do a 25 dollar refund but not to my account to a Google store credit where I would then have to spend that money on Google. So basically it's a no cost to Google solution. 

Then to add insult to injury I apparently have to wait for an allocation for a refund. They have had my device since the 8th of March and yet for some reason I have to wait for an allocation for a refund of 25 dollars. As far as I knew when something was broken you either replace that or refunded just straight away. I think Google is just trying to wear people down so they'll no longer bother claiming as I have spent countless hours on the phone with them. 

I have countless Google and Android devices all throughout my home and I rely on Google assistance for my smart home features. I haven't got much money and I saved and save for every little thing I have yet Google can just choose when they're going to help make right what they made wrong. 

My next step is the ombudsman better business bureau and in Australia the ACCC.

Do better Google.

[Markdavisav]

Google finally did the right thing and sent me a replacement for my device. After all the drama over the past six months they offered me an upgrade to a Google audio but then backed out last minute and just send me a nest mini. 

I don't know why it had to be such a headache. I don't understand why everyone's not just getting replacements when Google has admitted fault. It doesn't matter how old the device is, if Google destroys the device unintentional it's still not the fault of the owner and Google should well and truly take full responsibility and replace every bricked device. None of this offering 25 US dollars. That is just an insult to their customers. 

But I commend Google for finally doing the right thing. 

[WilliamM3]

Pressing and holding the button in the center did not work for me. What worked was to press and hold on the edge of the bottom close to the power input.  

[unhappygoogcust]

I spent hours working with a Google support online and offline on two of my Home Mini failed to start up issue. It has the same symptom that the speaker became bricked suddenly. Google refused to fix or repair my Home Mini. 
I purchased Amazon Echo and got them next day. They are far better in many ways. 

[NeoDinian]

My device (First gen Google Home) was working all the way through MAY.   The end of May is when it finally "Bricked".   All the options I tried were identical to what everyone here has been saying.

My problem is that when I contacted Google to find out what was happening,  I was told the replacement program ended at the end of June (5 days ago).  They insist that because I missed the cutoff,  I an inelligible for the replacement.  And since my divice was working through May,  it was impossible for it to be part of the "Update".  Even though the IDENTICAL results are happening.  I cant even factory reset this (now) paperweight.

[Markdavisav]

Sorry to hear that. I definitely believe though that it wouldn't have been part of the original update bricking of devices. That happened in early December last year. 

But I also believe that if a device in my opinion is bricked for no reason with no physical damage then it has to be a software issue.  

[Markdavisav]

I would try and get a warranty claim or RMA under different circumstances and not through the original RMA program for brick devices due to the update. Just try and do a regular warranty claim and see how you go but if it's a first gen device I don't like your chances. Good luck and keep us posted

[madbrain1]

I have experienced the same issue.

[Trance2024]

Hello,

My google Nest Mini (2nd gen) only say tamtam!!!

I say, ok google play something... the response is TAMTAM, like a eletronic answer.!

Try everything, reboot, reset, all...but nothing works.

I have 5 google Nest Mini and just this doenst respond... 

Help Please!!

[Dorien11]

They didn't offer any help to be and just said to get it repaired. I'm pretty sure that's not even possible

[bori147]

Same problem in Spain. It got brick and had no replacement or something similar. If anyone opens an international claim please let me know or count on me.

[Aloy77]

Hi there,

I have this same issue but unfortunately support was unable to help me. They informed me that because I purchased my google home mini in 2018, all I can do is buy another one and google will not be helping me with that. Has anyone had luck in 2024 with support helping with that? 

[jufajunaid]

They are Cheaters, i tried lot but no use, i lost hope, so i decided to stop buying google product any more.

[leinadwolf]

Si eres de EU o resto del mundo primer mundista, tienes chance que te lo cambien, por qué por lo menos en LATAM, Google no va ha hacer nada por qué no le importa el dinero gastado en sus productos, de otra forma el sistema de ayuda no sirve para absolutamente nada