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.

View Recommended Answer in original post

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.

View Recommended Answer in original post

Muddi · ‎12-17-2023

Hey folks,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of an issue affecting some users and is currently investigating it.

In the meantime, we kindly ask you to please go through the "Recommended Answer" provided and provide us with any necessary information that will assist us in our investigation.

Cheers,
Muddi

Hoagie572 · ‎12-17-2023

Can you categorically say this was not caused by a faulty firmware update?

Muddi · ‎12-17-2023

Hello folks,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of an issue affecting some users and is currently investigating it.

In the meantime, we kindly ask you to please go through the "Recommended Answer" provided and provide us with any necessary information that will assist us in our investigation.

Cheers,
Muddi

pgsylvestre · ‎12-29-2023

I have the same issue and tried the reset steps with no luck

Muddi · ‎12-17-2023

Hello folks,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of an issue affecting some users and is currently investigating it.

In the meantime, we kindly ask you to please go through the "Recommended Answer" provided and provide us with any necessary information that will assist us in our investigation.

Cheers,
Muddi

Muddi · ‎12-17-2023

Hello folks,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of an issue affecting some users and is currently investigating it.

In the meantime, we kindly ask you to please go through the "Recommended Answer" provided and provide us with any necessary information that will assist us in our investigation.

Cheers,
Muddi

nickme9206 · ‎12-17-2023

I still have not received help on this issue. I filled out the help form when I reached out to this community forum. I am still waiting for some sort of resolution.

Muddi · ‎12-17-2023

Hello folks,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of an issue affecting some users and is currently investigating it.

In the meantime, we kindly ask you to please go through the "Recommended Answer" provided and provide us with any necessary information that will assist us in our investigation.

Cheers,
Muddi

Muddi · ‎12-17-2023

Hello folks,

We appreciate your patience. I've duplicated this thread for a similar trending issue. Our team is aware of an issue affecting some users and is currently investigating it.

In the meantime, we kindly ask you to please go through the "Recommended Answer" provided and provide us with any necessary information that will assist us in our investigation.

Cheers,
Muddi

Magnusmorn · ‎12-18-2023

Ahhh. Please stop spamming this Thread with the same useless Crap...

You have all "necessary information".. just start working! And btw., is it so difficult to inform your support employees to stop telling customers that they "simply have to buy new devices"?

If my neighbour breaks my Window, he would not tell me to fix it on my own bill....

Fritz5GM · ‎12-18-2023

Apart from copy/pasting your answer, any news? No recommended answer is visible in this thread, and as 99.9% of answers say, these “solutions” are not working. If after automatic failed update our devices got bricked and offline, how will Google revive them with a new FW fix?

Clearmountain · ‎12-17-2023

My Google mini has gotten stuck on 4 dots. None of the solutions I’ve seen has worked. I am using the original cable. I did the plug in 11 times idea to no avail. Went to factory reset and all it does is give me a single green light and doesn’t reset. This is the second mini I had same issue

VelozfamGaming · ‎12-17-2023

I have the same issue with my speaker. The workaround did not work and my speaker is completely unresponsive.

I feel like this is they're way of phasing them out.

Getard1964 · ‎12-17-2023

Same for me since this morning

Yem1980 · ‎12-17-2023

This issue is happening on mine also. Since about a week ago. It’s a 1st gen. The reset button also turns one light green and 11 power cycles did nothing.

skater974 · ‎12-17-2023

I have a similar issue. Factory resets appear to work, but when I try to connect it back to my phone, I get the "this device was previously set up by a different user..." error. That is odd, because my account is the only one that has ever been associated with this device.

Muddi · ‎12-18-2023

Hey everyone,

Thanks for sharing details about the issue here. I've duplicated this thread for a similar trending issue. Our team is aware of this and looking into this issue at hand.

In the meantime, we kindly ask you to please go through the "Recommended Answer" provided and provide us with any necessary information that will assist us in our investigation.

Cheers,
Muddi

Clearmountain · ‎12-18-2023

I've done all recommended answers as has everyone else experiencing this issue on this thread and none have worked. We need a recommended answer that works. Lights go from 2 to 4 and get stuck. When trying to factory reset with button on bottom, only green light goes on no reset initiated.

jasbday52 · ‎12-15-2023

Google home has decide to brick all of its home devices that are out of warranty forcing its customers to purchase new devices. Absolutely abhorrent behavior by Google.

Google sent out an update on Monday that disables most google home devices that are out of warranty. If you have an older google home product like a speaker it will probably be dead now. They are forcing user to purchase newer equipment by bricking their old equipment. Thanks Google!

oicned · ‎12-15-2023

I just got mine bricked the other day... tried their solution to unplug then plug (after 10 secs) for 10 more times but that solution does not work.

jasbday52 · ‎12-15-2023

That does not work. Their answer is to purchase a newer device. Did it stop working on Monday? That is when they sent the update out to disable older devices out of warranty.

oicned · ‎12-15-2023

Yes, it stopped working on Monday.

jasbday52 · ‎12-15-2023

You can thank Google

MplsCustomer · ‎12-15-2023

@jasbday52

All of our Nest Hubs, our Nest Hub Max, and our Nest Mini are well past their warranty periods as are our cameras and doorbells, and none of ours are bricked.

I have seen posts elsewhere, however, that seem to indicate this is happening to certain older models of speakers, and supposedly Google Nest is investigating.

jasbday52 · ‎12-15-2023

They are now working on it because they got caught!

oicned · ‎12-15-2023

Mine was the older version of the google mini. I have 4 other google minis but those were not affected and are still working. Where did you find out that google is investigating?

jasbday52 · ‎12-15-2023

Called support, they were not to willing to help and absolutely refused to replace the device

Muddi · ‎12-18-2023

Hi folks,

Thanks for bringing this up. I've duplicated this thread for a similar trending issue. Our team is aware of this and looking into this issue at hand.

In the meantime, we kindly ask you to please go through the "Recommended Answer" provided and provide us with any necessary information that will assist us in our investigation.

Cheers,
Muddi

Pmarotta743 · ‎12-15-2023

Are u f*king kidding me

jasbday52 · ‎12-15-2023

I guess "Engineers" have been working on this to download a fix. My question was how are they going to push out an update to a device that has no connectivity? It was not answered.

MplsCustomer · ‎12-15-2023

@jasbday52

That's a good question. Maybe that's why this article says:

"It's not clear what corrective steps Google might take. If the issue is unfixable, and the affected devices are permanently damaged, the company might instead give affected users a discount towards a newer Google Nest smart home hub of the same category."

https://www.howtogeek.com/google-is-looking-into-bricked-google-home-speakers/

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