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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David5252 · ‎12-08-2023

Seems our speakers got trouble since 6 Dec . How many Nest do you have, Guys ?

Guys, if anyone get the solution.. Could you please share the solution for us tho ? Thanks

Russ54 · ‎12-08-2023

I have the same problem but I don't see a remedy. Did you ever find out how to resolve this issue?

griffin376 · ‎12-08-2023

Nothing yet. Went through Google support channel and the issue was elevated to Sr support last night. Waiting (up to 24 hours) for a new contact and possible resolution. My Google Home is about 5 years old - so trying to keep my expectations in check.

Scarfolk · ‎12-08-2023

Did they try to identify any possible causes eg was your device in the Preview programme (my Google Home was)?

Russ54 · ‎12-10-2023

Yes mine was

Russ54 · ‎12-09-2023

Ok, I've left mine on as instructed so we shall see what happens next...

griffin376 · ‎12-09-2023

48 hours later, but still no response from Sr. support. IDK - don't want to switch to the competitor's smart speaker.

Russ54 · ‎12-08-2023

I sure hope so

MarkN · ‎12-08-2023

I have same. 4 white lights and can't do factory reset. If this was a bad firmware update, I don't know how this is going to be fixed.

David5252 · ‎12-08-2023

This is strange. My Google Home was fine before 5 or 6 December 2023

Russ54 · ‎12-11-2023

So was mine. It didn't seem to affect the minis though.

mbodnar1007 · ‎12-20-2023

Same here. December 5th it worked fine. December 6th, four lights and no responses.

ma10--_ · ‎12-20-2023

Same here since beginning of December.

Ladegro · ‎12-09-2023

Having the same problem, all of a sudden there's a bricked google Home (regular 1st gen). Tried all steps with mute button and power reset x10 etc. without result. Would assume Google takes responsibility for bricking our devices.

Spud14 · ‎12-09-2023

Heck. I've only today discovered this site as searching for a fix as my google seems to of suddenly stuck with 4 lights on and like others i have tried to reset by my phone ( find new device), the x10 off/on and the 15sec reset button, all failed. I'd assumed it had just given up but now it appears more sinister. Any suggestions? ta

Anirudht · ‎12-09-2023

I have 4 minis, 3 gen 2s and a gen1. The gen1 got stuck with the 4 lights sometime overnight. Much like above 10x restarts and factory reset have failed. Have it powered off for now.

Ernesto93 · ‎12-09-2023

Having the problem in my 1st gen Google Home, tried all the troubleshooting steps, nothing works. Four unblinking lights on top totally unresponsive.

Google support suggested it's "time to buy a new one". Is this some kind of joke?

Spud14 · ‎12-09-2023

I can't believe this is all coincidence, but then when you consider how many are out there ???? but really

luciflash · ‎12-09-2023

One of my Google home mini's has the same issue, stuck on 4 white lights. The other one is fine. The device is from 2018. Tried the reset button and the 10 times plug and unplug thing.

Support said it's a know issue, and they're working on it.

They said to leave it on, and wait for a fix.

I doubt they can fix it though.

Sswaglord · ‎12-09-2023

I think is a firmware update and we all have a google Brick now...

Spud14 · ‎12-09-2023

sorry but whats google Brick

nevmc · ‎12-10-2023

A useless device!!

Kitt · ‎12-09-2023

Mine was completely inactive and I came home one night and the 4 lights were staring back at me...

So it's not like any specific action was taken to make this happen. I'm actually worried about the nest I bought someone for Christmas coming out the box like this.

SevenSeven · ‎12-09-2023

Same issue, 4 white dots, stoped work around 6th or 7th of December

like all I have restarted more than 10 times

held mute button for 15 seconds multiple times

power cycled while holding mute button

left with power off for 12 hours and repeated all the above 😡

I have several different modules that all seem to be working perfectly fine

I can only assume there was a firmware update that has gone wrong

I would like my unit replaced please

SevenSeven

Fred2620 · ‎12-09-2023

I'm adding my voice to this thread. I also have a Home speaker who was working fine until recently, and this morning I noticed the 4 white lights with no apparent way to fix it. Pressing the microphone button for 30+ seconds in an attempt to factory reset it does nothing, and it does not appear on the list of connected devices on my network, and it's not broadcasting its own SSID either, so I highly doubt that there will ever be a way to get it fixed, but I'll look at updates in these community forums in the hopes that someone has something positive to say.

Juanlu · ‎12-09-2023

Otro con el mismo problema por aquí y Google no da ninguna solución al respecto...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/4-luces-blancas-Google-Home/m-p/558548#...

nevmc · ‎12-10-2023

If you pull off the grey grill bit round the bottom , it just pops off magnetised, it reveals the speakers a micro usb, has anyone connected that to a pc.....?????

Russ54 · ‎12-10-2023

That doesn't seem to do anything and doesn't show up on computer. It says this is only a charging port.

nevmc · ‎12-10-2023

It doesn't seem to power when I connect it this way....??

luciflash · ‎12-10-2023

It's definitely just a charging port. The cable that it ships with does not have data.

nevmc · ‎12-10-2023

But it doesn't seem to power when I plug it in....??

luciflash · ‎12-10-2023

To a PC you mean?

The PC puts out 0.5A and the speaker needs 1A, so that's probably the reason.

nevmc · ‎12-12-2023

to the wall!!

FTD · ‎12-10-2023

I have had the same issue with my Gen 1 Mini. 4 white lights, 1 green when I try and factory reset. Power cycled 10 times (and more). it just sits like a lump. Spoke to google support about the issue and they said it was out of warranty so nothing they would do. Not the kind of answer you hope to hear when it looks like this is an issue of their making.

Russ54 · ‎12-10-2023

That's not good...

Jon-O · ‎12-10-2023

The fact that Google's own web page that details the "current" Nest device firmware versions was "Last updated" on 6th Dec 2023 and immediately after that a number of us with exactly the same device have experienced this issue seems like it's firmware related and don't think that Google can wash their hands of it, even if the devices are officially out of warranty given they pushed the firmware updates to the devices.

David5252 · ‎12-10-2023

My Google Home 1st gen have been updated with the 6 Dec firmware

Based on information at my phone (Home) :

Firmware System : 375114
Firmware Cast : 2.57.375114

https://support.google.com/googlenest/answer/7365257?hl=en#zippy=%2Ccurrent-preview-program-firmware...

Jon-O · ‎01-01-2024

I've just been back on chat with Google support, and they've asked me to make a short video of the issue and gave me a new case number to include in the video. I then had to reply to the Email that the support person sent me with a link to that video for them to review, and my understanding is once approved, they'll either be looking to ship a replacement to me or to inform me how I apply for a replacement and any related return of the faulty device. So, whilst this took longer than expected, at least it now seems to be moving the the right direction. Fingers crossed!

Tidus_1978 · ‎12-10-2023

Same boat. 4 white lights, reset has no effect. Began on December 6th. I replaced with a nest and works fine. Is this how Google moves away from obsolete products? I will ship the bad unit back to them w/o return shipping. This is on you, shame.

David5252 · ‎12-10-2023

Guys, This is my last device info from my phone (Home).

Firmware System : 375114
Firmware Cast : 2.57.375114

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