Nest Mini showing permanently offline

[Florian_P]

Hi,

one of my three Nest speakers (2 mini, one Audio) is causing trouble.

The nest mini is permanently showing offline in the Home app.

I've tried to factory reset it (>10 time...), power cycle, different WLAN, different Google-Account, three different devices running different accounts, repeated it on different days/weeks. Nothing... for the last 3-6 months... 😞 Now I am here hoping for some help.

I can confirm it is connected to the WLAN: It is popping up in my router and via the Home App I can control its volume and it responds to voice commands. Being on mobile data with my phone, I can't control it anymore, just from inside the same WLAN. So I guess it is not connecting to the cloud.

System firmware: 375114

cast firmware: 2.57.375114

MAC: D4:F5:47:17:39:95

country code: DE

One more thing: For some strange reason, it only talks in french, dutch and one more language I do not recognise to me after a factory reset. When performing a factory reset, I am only asked in french if I want to proceed.

Regards

Florian

[Yasuookuya]

I do have the same problem, it is a brand new Google nest mini, I have in my home another google home display with no issues but like Florian is the same issue, always offline, and it is because it is displayed a message there was an error authenticating your device after adding to my home, I tried with another home, I tried with different cellphones, with another router, resetting the Google device, disconnecting it for hours, putting next to the routers, and google still saying they will solve it but I have weeks asking for help everywhere, even I called and always sending me to the website, please help

[Juni]

Hi folks,

Thanks for reaching out and letting us know about your concern. We'll work together to identify the cause of the problem and find a solution. If possible, try to set up your devices using another network and observe if it makes a difference.

I look forward to your responses.

Regards,

Juni

[Yasuookuya]

I did as you said, I changed my router, I used also my phone as hotspot and with other phone tried to set up my device after factory reset, but it shows the same error of problem during it, it appears in home app as offline but it answers my voice and plays music if I ask, tells me the weather, but I can't find it with my phone to cast through it, I can't run my automations with it.

[Florian_P]

Hi Juni,

As you can read in my original opening post, I already did that, trying another WiFi and/or another android device and/or another Google account.

Nothing helped so far... All details can be found in my opening post 

Regards

Florian

[Princesss]

Hey there,

We got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 

Best,

Princess

[username17]

@Yasuookuya and @Florian_P 

Check the firmware on your working Nest Mini. Mine worked fine several years then about a month ago I did a factory reset and now it just appears offline and keeps unlinking itself from the room asking me to set it up over and over again. Contacted support through chat but they just gave me some robot responses like "factory reset it again", "change the wifi", "add it on a brand new google account", "check if you have a vpn turned on on the router" and after that hour long conversation came to an end with my device still not working the support guy said well sorry it doesn't work do you have anything else you'd want help with? xD

Sadly I think the solution is to buy a new one if you really need it and pray to god it works or that it doesn't auto update to the same firmware

[Yasuookuya]

Actually I already thought of that, it is brand new so I was expecting them to give me a warranty or a new one because I have been trying to reach them out for 3 weeks already with no good answer, the calls always escalated to higher people but never called me back, so how can you rate them in their own app, what can you expect if they are always trying to solve the issue factory resetting the devices if they already know this error has no fixing 

[olupko]

I have the same issue 

System firmware: 375114

cast firmware: 2.57.375114

I have a new nest mini in the cart since I use the google voice assistant extensively but I'm reluctant to buy another one since I'm afraid that when I'll set the new one up it'll just update to this broken firmware and it'll be permanently offline just like the first one. 

Would be great if support stopped giving robot replies and they actually rolled out a new firmware that fixes this issue

[Juni]

Hey folks,

Thanks for the details you’ve shared. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this Contact Us form with all the needed information, then let me know once done.

Best,

Juni

[Florian_P]

Already did that, no reply so far.... That's actually disappointing quite a bit

[Princesss]

Hi Florian_P,

Apologies for the delay. We'll make sure to follow up on this and keep the thread open until you are assisted via email.

Best,

Princess

[Yasuookuya]

No one has answered, please give my money back, or give me a speaker that actually works

[Yasuookuya]

How many times do I have to ask for help, please accept it, this google doesn't work, please provide a new one that works or give my money back... There hasn't been an answer from days now, and it doesn't matter how well I explained what I did already to fix the problem, you will always say the same recommendations I already did...

[DerHerrGammler]

I also have the same Issue.
I got two Nest Mini both the the same Firmware installed. One is working without any troubles and the other one is always offline but works and can play everthing and also controllable over the App. So why is it still "offline"

Both have system firmware: 375114 and cast firmware: 2.57.375114 but one is working and one isn't

[Yasuookuya]

Hello?? Are you still working on my issue?

[Florian_P]

You need to file a complaint via the provided form. However, don't expect too much. At least they reply that way

[Yasuookuya]

I have already but anything yet, and they keep saying what I have already done like I haven't been fighting with them for months already 

[Juni]

Hi folks,

Yasuookuya and Florian_P, thanks for the details you’ve shared. It appears that our support team is already assisting you via email. Please continue the conversation there so they can assist you accordingly. 
 

DerHerrGammler, thanks for posting. Have you tried the steps provided in this thread? Give it a try and let us know the result.

Thanks,

Juni

[NiklasDietzsch]

I also have the same problem with the same software version. When will there be a hot fix for the problem? Give me a date.

[Juni]

Hi NiklasDietzsch,

Thanks for the details you’ve shared. Could you tell us the troubleshooting steps that you already did?

I look forward to your response.

Regards,

Juni

[Yasuookuya]

they said the same steps by email, they really don't know when the other version or an update is going to be delivered, so they say specialists are working with you but nothing different, if somebody finds a way to fix this, I hope you can share your steps... I'll be waiting 

[Yasuookuya]

Is there a possibility for my refund? I'm tired of waiting

[Florian_P]

Same here. I filed a request but now I'm just waiting and been told that the warranty period is over and I should wait longer for a solution. just hilarious because it was an automatic update by Google which caused the speaker to stop working. 

[lonelyboy93]

Hi guys, I also own 2 Google Nest Minis, one of which is always offline (but all the commands and controls work) and the other works perfectly.

I don't know how many resets I've done, connected to other networks, to other accounts , to other houses but the problem is always present. I also tell you that I have had this problem since June 2023 and to date no solution. Unlike you.

I noticed some differences.

The firmware of the 2 nest minis is: 2.58.38493, while according to the Google support pages the latest version available to date is 2.57.375114 (which is very strange)

Furthermore, for some reason the nest language does not work in the technical information screen and appears to be ES (Spanish)

For the umpteenth time I am in contact with a technician but I have now lost hope

[toprock]

Having same issue as you say. My nest mini thinks is configured French even though I am in Germany. 

I tried this device in a friend's home with his account but no luck. Resetting does not help and sadly there is no public Preview version that might get flashed. 

@google it seems that you are not caring on any smart home speakers any longer als also cast groups are super flaky the last months. 

I'm thinking of moving away to get my woman acceptance factor lifted. 

You already bricked one older Google home mini and now a nest mini..

[Richard_Zhao]

Hi guys, I meet the same problem with you, I have 1 Nest Hub and 1 Nest Mini, Nest Hub working good but Nest Mini show offline in Home App (Actually I confirmed it already connected to me home WiFi net work), it can works with answer my questions, or play music etc, but it cannot support for any automatically actions, because its show offline. 

I also found that I bought this two device in the same store but Nest Hub sold for Germany market and Nest Mini looks sold for France market(because the product box printed Franch language, I using this two device in my home in Germany, so I don't know if that the reason? Looking forward Google can support answer this question and give us a solution. Thank you.

[Florian_P]

Don't expect any help from Google. I've tried with their customer support form (see obve). It took weeks after weeks, communication was very very bad and in the end they told me they do not offer anything. Warranty period is over and so is anything else too.

The fact that a Google update bricked the device does not matter at all to Google. 

All I can recommend: save you trouble and time and just throw the speaker away.

And do NOT replace it with anything from Google.

[lonelyboy93]

I bring you an update received from Google after weeks of resets and various checks...

"We have carried out all the necessary tests for the moment. The issue may be related to the application so I invite you to send feedback via the Voice Assistant and wait for an update to the application."

[Florian_P]

Same here, no help a after weeks of waiting. In the end just the statement that the warranty is over and Google is not responsible for anything. 

That will teach me for the future regarding buying any Google products (long time Nexus/Pixel user speaking)