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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Grefor · ‎12-13-2023

the same I removed the device trying to reset

Patthe · ‎12-23-2023

Same boat.

homix · ‎12-12-2023

Such as @plasticniki i can't send report because i removed my device.

My device is the same as plasticniki, but yesterday i have open a suppport ticket.

Any solution? From one week my device isn't working!

Lynz_2601 · ‎12-12-2023

I'm having same issue plug in hub lights come on and 4 white lights stay on can't higher or lower volume

When I have tried to re set only the 1st green light comes on the rest are white and I don't hear any chime to say it is re setting

Then it just goes back to the 4 white lights on the top of speaker

Also my hub has disappeared off my home app under device's?

I hope this can be resolved soon

homix · ‎12-12-2023

@KiiFromGoogle /Google support team, is there any news?

What can we do?

Friends who also have your Google home bricked, which firmware have you installed? mine is (was) 2.57.375114.

Martin881 · ‎12-12-2023

Verzion firmware system: 375114

Firmware streaming device: 2.57.375114

DaviD72 · ‎12-13-2023

Hello !

Firmware system: 384934

Firmware device: 2.58.384934

AnkurGarg · ‎12-14-2023

Ditto. And they pulled the update back.

Keinesays · ‎12-21-2023

Same firmware as you on my mini.

Lynz_2601 · ‎12-12-2023

We have tried all options and all we are being told is too buy a new hub this is totally unacceptable

We need this fixing and soon!!

eabbanks · ‎12-12-2023

Had the same issue.

Tried the "10 times unplug, wait 10 sec, plug and wait for the lights". Nothing changed.
Then tried to push the back reset button 5-10 sec: one LED turn on in green and now I do have 2 white LEDs all time on.

Is there a fix?

coryf · ‎12-12-2023

Contacted Google customer support on Dec 9th. Issue started on Dec 8th. Customer support was entirely unhelpful and sent a follow up email stating "We are sorry for the inconveniences you have had, we reviewed your case and looked for a way to help you but unfortunately your Google mini is out of warranty." Nice, so Google takes no responsibility for bricking their devices because the warranty period has expired.

My case number is 4-8048000035607.

Yet another reason to abandon the Google Home platform in favor of Home Assistant.

Grefor · ‎12-13-2023

the same.....no words

Cwl10 · ‎12-13-2023

me to the list. 4 white dots on 1 of my 4 mini

David5252 · ‎12-13-2023

There were a lot of report too at my Thread (Google Home 1st Gen) From Australia, Korea, Italy, Indonesia, Spain, etc.

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Home-stuck-with-4-white-lights/t...

Pau71 · ‎12-20-2023

Sum up Argentina

Remon · ‎12-13-2023

Exactly the same

Grefor · ‎12-13-2023

My Google home mini 1st generation hasn’t been working since Sunday.
It’s blocked with 4 white leds even if I tried all suggestions for forced reset from Google assistant team (10 times on-off procedure or reset botton).

Matsmize · ‎12-13-2023

Hi, I have the same problem. I’m from Italy.

Magnusmorn · ‎12-13-2023

...so... what do you expect to "investigate"?

Its the same procedre as last time you broke peoples stuff via OTA Update... first, duck´n cover, then after the press and consumer protection organizations getting you into media-trouble finaly accept customers rights and pay..

Or would you realy make us belive in a miraculous "Updatefix" for a not-any-more-accessible device?

Smilezero · ‎12-13-2023

I can already imagine their lawyers are investigating on the cheapest way to handle this mess.

gileswells · ‎12-14-2023

I got an email follow up to my chat that included these words:

"Your device is going to receive an update once we fix the issue."
- Google Nest Customer Care Team

I too wonder how they're going to get my device to get an update but this to me, as a representative of Google, says that I have a commitment from Google that my device will get updated. Will be interesting to see their response when I call in this commitment that they made to me.

Jaytee22 · ‎12-14-2023

Any update?

MarkPnest · ‎12-14-2023

Any status update on this? It has now been a week since the Google update bricked these devices.

Fournierag · ‎12-14-2023

Having the 4 lights issue with my Home Mini. The 4 lights are solid, not strobing. I've tried the advice if other threads to unplug for 10 seconds, plug back in, and repeat 10 times. Each time, it starts back up 2 lights, then 4 lights, then stays at 4 solid lights. I cannot cast to it and the Google Home does not "see" that it's on my network.

ma10--_ · ‎12-14-2023

did everything still not working , she answers me on my computer

T30 · ‎12-14-2023

I have 2 device bricked.

1 Google home

1 Google home mini

Already called 2 time the Google support for help.

Justanotherguy1 · ‎12-14-2023

Are lights solid or strobing?

4 solid dots

Are lights stuck on before a reboot is completed? Or do they turn on after boot and stay on?

After power cycling the device they come on and stay on. I have tried three different reboot methods and none worked

Can you cast music to the speaker from a mobile app?

No, the device os completely non responsive

ma10--_ · ‎12-15-2023

All of the above

UnderscoreJay · ‎12-14-2023

Worked one day, stopped responding the next. My mini is stuck with 4 dimmed lights after I unplug it. When I tried to factory reset, all I get is a green light while I hold the reset button. But nothing else happens. I can't access the mini at all in any way. She's proper bricked!

egl-2006 · ‎12-14-2023

Lights are stuck on
Does not reset
can not cast anything to it
the device has disappeared from our google home app

RogerLieupin · ‎12-15-2023

Are lights solid or strobing? The device starts with the central 2 white lights on when booting, and then gets stuck with 4 solid white lights.
Are lights stuck on before a reboot is completed? Or do they turn on after boot and stay on? Lights are stuck and stay on after the boot is completed
Can you cast music to the speaker from a mobile app? The device got completely disconnected from the network and is unable to reconnect.
Furthermore, the reset button has no other result than turning on the first dot to green.

halupto · ‎12-15-2023

Hello Kii,

many people are patiently waiting but are there some news about the issue or better say the solution for all the bricked devices?

many thanks

halupto

MarcdeK · ‎12-15-2023

Same problem heren. Tried al 'reset' options but nothing works. Hope there will be a solution soon because considering the number of exact same failures this is not something that happens to just a few.

Please help soon Google!

The_r0225 · ‎12-15-2023

Are lights solid or strobing? Solid
Are lights stuck on before a reboot is completed? Or do they turn on after boot and stay on? When turning on first two white lights a second later 4 white lights
Can you cast music to the speaker from a mobile app? No

5 sec or 10 sec holding reset no effect

11x power off when 4 white lights no effect

When holding the reset button first light turns green

willmw · ‎12-15-2023

Mine is also broken. I tried resetting 11 times, which doesn't work. The lights are on, and when I try to reset using the button on the bottom, only one of the already on lights turns green.

Sergio75 · ‎12-15-2023

Same issue here in France with my Nest Mini since a few days, stuck with 4 led whites and impossible to factory reset. No issue with other Google Home Audio speakers connected to the same network. Waiting for Google to solve this issue. Thank you

Andre9595 · ‎12-15-2023

My device also has the 4 dots so i cannot follow any steps you outlined as its not in my network

Faxanidu · ‎12-15-2023

Mines dead too , and even if there is a fix how am I gonna Upload it when it won’t even boot? Who do I contact for a replacement?

jasbday52 · ‎12-15-2023

They will not replace it.

Google Nest Community

HOME mini UNRESPONSIVE thread - "Google home mini 4 dots stuck problem"