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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PretorianADB · ‎12-17-2023

Same here, a perfectly functional first-generation Google Home rendered useless by Google has become a mere decorative item.

Semiel · ‎12-17-2023

Same here. Hopefully a solution will be worked out that does not include getting new hardware, which would be an insane move for the planet

toddt · ‎12-18-2023

Apparently, Google has done this before... https://www.cnet.com/home/smart-home/your-google-home-is-bricked-heres-how-to-get-a-new-one-for-free...

ma10--_ · ‎12-20-2023

We have everything you have, nothing works. google problem

Vanem2712 · ‎12-08-2023

My Google home seem to be stuck with the 4 lights on and a yellow light on the back. I searched for help and did the steps on another post about unplugging 10 times and nothing worked. Any other suggestions?

ivosak · ‎12-08-2023

Same here...

JCM99 · ‎12-08-2023

same here!

Onda_Lunga · ‎12-09-2023

Hi everyone, it happened to me too this morning. Have you contacted Google support? I sent a mail; I hope they solve the problem

Vanem2712 · ‎12-09-2023

I've contacted them but still no reply

JCM99 · ‎12-09-2023

No response from Google on this, I have read in other posts that updating that was sent out on December 6th killed or “bricked “ our hubs?? WTH? Is this the answer?? Please communicate, I am disabled in a wheelchair and ability I have to verbally turn lights on /off alone has been incredibly positive for my quality of life and greater independence. Please help

Ernesto93 · ‎12-09-2023

It's an ongoing issue, they seem to have bricked them with an update, but there's no good response from Google yet (they are telling people to send them to third-party reailers or "get a new one" ¿?): https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Home-stuck-with-4-white-lights/t...

Vanem2712 · ‎12-19-2023

I've spoke to them twice already and they haven't found a solution for this issue and don't know how long it will take, they won't offer to replace the device and only told me to submit feedback on the Google home app as they are working on the issue.

Juanlu · ‎12-07-2023

Hola, tengo varios dispositivos Google en casa y en particular el Google Home (1 generación) se ha quedado encendido con 4 luces blancas fijas.

He probado a dejar prendido el botón silenciar del micro durante 15 sigue y no hace nada, también he desconectado el cable 10 veces y lo he vuelto a conectar y tampoco se soluciona el problema

¿Podéis darme alguna solución?

Gracias

tizonjm · ‎12-09-2023

Me ha pasado lo mismo

Ernesto93 · ‎12-09-2023

Le ha pasado a muchas personas, parece ser culpa de una actualización, me temo que la respuesta de Google es inexistente o pésima: https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Home-stuck-with-4-white-lights/t...

Pau_Dreamseeker · ‎12-13-2023

Yo estoy igual.

Sugus · ‎12-14-2023

Hola

Yo me encuentro en la misma situación

¿Hay alguna novedad?

Gracias

FerreirA4444 · ‎12-18-2023

Igual y nada

bkamyszek · ‎12-19-2023

I have tried everything.

The unit was unresponsive. Restarts didn't help. Every time it booted up with no noise and just shows 4 white lights. If I hold the factory reset button, one of the lights turns green. I held it for nearly a minute. No factory reset.

I also tried unplugging it, waiting 10 seconds and plugging it in repeatedly.... still to no success.

EliaGL · ‎12-19-2023

I have the same problem, please help.

MateoAngulo · ‎12-19-2023

Hola!, soy de Argentina y tengo este mismo problema hace varios días.

prashanth3549 · ‎12-05-2023

Hi, when I plug in my google home mini, all 4 LEDs are on, and the device seems stuck and not doing anything. My google home app shows the device is not found. I found in google that some users have the same issue and it could be the file system corrupted. Could you please help fix it or replace it? thanks, Shunde.I don't seem to be able to reset my Mini. If I press and hold the reset button and one LED turns green, but nothing happens after 5s. If I release it, it is back to white. I press it again, it turns green again.

Warss · ‎12-05-2023

I have the same problem today!

This solution doesn't work:
https://www.googlenestcommunity.com/t5/Speakers-and-Displays/google-home-mini-all-4-lights-on/td-p/1...

prashanth3549 · ‎12-06-2023

I'm also tried 10 more times but no use, still face same issue. please help to me, how to solve this problem?

Hudlerock · ‎12-05-2023

So Aggravating. Mine is doing the same thing and the given solution did not work for me either.

agarwalsau · ‎12-06-2023

Same problem here All 4 light dimly lit. I'm even unable to reset it to factory settings by pressing the button at the back. Just stuck and nothing seems to work

Scarfolk · ‎12-06-2023

Same issue, but with a Google Home.

System firmware: 375114

Cast firmware: 2.57.375114

dslade47 · ‎12-06-2023

Same problem for me today for my Google Home mini ☹️
Il have also tried provided solution but with no effect. Could we have some help please ?

System firmware: 375114

Cast firmware: 2.57.375114

Rodrigo_Lopez · ‎12-06-2023

Tuve el mismo problema hoy por la mañana, soy de Argentina. Intenté la solución de desconectar y conectar el cable 10 veces, pero no pasa nada.

pave08 · ‎12-07-2023

The same error occurred with my Google home mini just yesterday and nothing does even work, hope a solution will get found

pave08 · ‎12-07-2023

Follow up of my last message, I've found a video from 2020 that may be the fix (it just mentions to contact google) https://youtu.be/KtnJJ_kKL8k?si=XyGqVLTqRuxktTjH

prashanth3549 · ‎12-07-2023

yes but I don't have warranty. Customer support says go for third party repair services. All routes are closed, nothing to do. there is no solution for this problem. if you have a another solution for this problem please share to us.

dslade47 · ‎12-08-2023

I tried also to contact Google support, i had the same answer. Replacement not possible as it is out of warranty.

Titafubaki · ‎12-08-2023

Hi, I have the same issue.

The soloution with unplugging 10 times and wait 10seconds in between did not work for me.

dug044 · ‎12-09-2023

This is strange to have so many devices go bad at the same time. I found that my Mini is in the same state today.

Redsolo · ‎12-12-2023

Not really, this must have been a firmware upgrade that broke it. Either intentionally or by misstake.

pave08 · ‎12-09-2023

I will follow up to everything I am still in contact with Google Nest Support, they told me my case is a known error and has been sent to the technical department, now only waiting for a response

HighAley · ‎12-09-2023

+1 was in the Preview Program, and died several days ago. Get 4 dots. Can't make the factory reset. No warranty, Google can't help with this.

Schuma · ‎12-12-2023

Same problem here. Nothing helped.

prashanth3549 · ‎12-16-2023

We don't have solution for this 😔😞😟

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