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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

KiifromGoogle is strangely silent on all these complaints about Google failing to make things right. 

KiifromGoogle, you said yourself that this issue was the result of a software issue.  Google has taken responsibility for destroying customers Google Mini's and instead of replacing it and making the process easy they're screwing us. 

Seems like a ton of people are looking for help KiifromGoogle, and you are no where to be found. 

 

Same problem here ! Did you offer to us a solution ?? Planned obsolescence affects this product if you do nothing to resolve it is a scandal, and I have the impression that you are counting on the passage of time so that the community moves on to something else..

Hello,

I live in France and I my google mini was also broken last december after a firmware update.

After sending a video showing the issue  to google support team, I've been told that I was eligible for google credit as soon as I'd send my faulty google mini to them.

I thought the credit would allow me to buy another mini speaker from google store, but I only received 22.80€, and the mini speaker is 59€.

Now I have to pay you 36.2€ if I want to have a working speaker, after you broke my perfectly working one.

How can you say "we want to make things right" ?

I've sent back another request to the support, I really hope that I'll have enough credit to buy a new google mini.

At this point I am done with Google devices.  I will be contacting our states attorney generals office and filing a complaint.  They are refusing to replace my device because they do not have it in their records and I can't produce a receipt from over a year ago.  

 

I reached out in December and was told to buy a new device because mine was out of warranty. Are you saying there is some chance to this protocol? I spent an over an hour with them trouble shooting and trying all the steps plus escalated request for assistance. I left it plugged in and it's still sitting there 4 dots a month later. 

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
Community Member

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

KathleenC
Community Member

Having the same problem

Temich7
Community Member

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

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

Joe_ASHC
Community Member

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

Juni
Community Specialist
Community Specialist

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
Community Member

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
Community Member

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! 

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

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. 

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. 

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.

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

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...

Sane problem, tried all factory resets, nothing

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

Thank you for this information.  I was only offered $50 store credit.  I'm not fully satisfied with this offer, but it's better than nothing.

Just had the issue pop up with mine this month, called and was told that as of one month ago they stopped replacing the ones that were impacted. Very disappointing.

Got to love the lies.  They told me thile replacements stopped in March. 

My support representative didn't even acknowledge the issue, and told me to "submit feedback" via the Google Home app.

rta
Community Member

In France, they never accepted to replace the unit.

In January, they only gave me 25$ to use in the Google store, and the Google mini costs 60$ here...

What are we supposed to do when Google Support is completely unhelpful.
I sent multiple screenshots and links to this thread/answer, and was met with an unhelpful answer and unwillingness to escalate me to someone who could help.

Support instructed me to "send feedback" from the Google Home app.

Has anyone recently had success getting a "Bricked by Google" Home Mini speaker replaced?

Mine wasn't a mini though.  A $25. Mini is no big deal to replace.  Mine was the original google home (cylinder type) that cost me $149. They don't even make it anymore.

My google nest audio is bricked in the exact same way. I contacted Nest support in link above, but they told me since my device is out of warranty, there was nothing they could do about it.

Any help would be appreciated. 

Aloy77
Community Member

I got the same response. I even spoke to a very rude representative that refused to answer my questions and just repeated that I needed to restart and even gave me the silent treatment. I was told the December 2023 issue was “resolved” and this is a different thing and since it’s out of warranty they won’t do anything about it. I assume this is the same for anyone in the same boat, y less they get a miraculously helpful and kind person in the phone. 

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

😂

 

Restart the device ten times? 😂

 

What are you doing? The firmware bricked these devices. It's over. They're broken. 

 

🤣

Hello KimoCharles, 

 

It looks like the recommended answer has worked for most folks encountering this behavior. Please try the steps outlined above and let us know if the issue persists; if so, please fill out this form. A member of our support team will follow up with you by email.

 

Regards,

Daniel 

I received a replacement full size Nest for my bricked Home Mini back in January after conversing with someone over the phone and then submitting video over my Drive account. 

 

The recommended steps you're suggesting aren't working for the majority of people because if they were, an official announcement from an actual Google rep (like the one at the top of this thread) would be made. 

The only step that works is for Google to warranty the devices they bricked.

Guarcax
Community Specialist
Community Specialist

Hi @bradlee313 !

 

Thanks for your reply. 
I’m sorry for all the inconveniences that this Home Mini may cause to you. I understand that you can see 4 white lights on the device, and it keeps unresponsive. Let’s work together.

I will suggest you try again provided by @moralesvicente to perform the workaround and do these steps:

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

Also here I send you the feedback form where you can put your suggestions about this entire process with the Home mini.

Tell me how it goes.

 

Regards,

Daniel.

What are you even talking about? I never mentioned anything about a mini.

 

Copy-paste is terrible customer service. Do better Google!

bradlee these people don't work for Google. Which is kind of the problem. There's zero communication from the company besides the outdated information that is listed as the recommended answer from KiiFromGoogle, who hasn't posted on this forum since last December. 

It's just an awful, awful company. 

Google help response was a total letdown. They seem completely uninterested in fixing the issue, which is infuriating since my Nest Audio was bricked by Google firmware, not warranty-related wear and tear.

There is a good tear down of the Nest Audio on ifixit. Since I have nothing to lose at this point i'm going to open the speaker and attempt to reset the device.