Nest Audio - Two White Dots - TOTALLY Unresponsive and not visible on the network)

[scoob1]

I am having the same problem as described in this thread:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Audio-Two-White-Dots-Unresponsive/...

I have a Google Nest Audio device.

Today it was nor responding and upon closer examination, it only shows two solid white dots (same as in the photo from the above thread).   The device is not visible on my google home app.  I power cycled the device a few times to no avail... the two dots come back up immediately upon connecting the power  (i.e. it does not look like the device is going through a normal boot process).   Then I followed the instructions for factory reset found here:

https://support.google.com/googlenest/answer/7073477?hl=en#zippy=%2Cgoogle-nest-audio

also to no avail.  There is zero response from the device.   No sound.  No change in led lights.  nothing!

The device looks completely bricked!   And I haven't changed anything... Just today, I found it in this state.

My device was purchased on July 06 2022.

Please give me the necessary information to have Google initiate a replacement of the faulty device.

Thank you!

- Christian

[MplsCustomer]

@scoob1 

You can contact Support starting with the link below:

https://support.google.com/googlenest/gethelp

[LovelyM]

Hi folks, 

Thanks for the help, @MplsCustomer.

@scoob1, I wanted to follow up with you if you are still having issues with your Google Nest Audio. Make sure it's plugged into a wall outlet and using the original power cord. You may try rebooting it continuously 10 times and let me know how it goes.

Best, 
Lovely 

[scoob1]

It is still only showing two solid white dots.

It has been rebooted numerous times.

It is connected and has always been connected with the original power supply / cord.

I filled the support ticket with Google upon submitting my initial post here (before MplsCustomer suggested that I do so) and I have STILL heard NOTHING back from Google, nearly a week later!

Not impressed with their customer support  (or lack thereof!) 😞

- C

[LovelyM]

Hi scoob1, 

Thanks for the additional information and I'm sorry for this experience. Kindly fill out this form again so our specialist team can directly reach out to you over email.

Kind regards, 
Lovely 

[Juni]

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there, as this thread will be locked after 24 hours.
 

Thanks,

Juni

[scoob1]

Thank you!

I ordered a replacement unit.

Question:   How do I remove the dead nest audio device from my Google Home app (on android)...   when long press on the device in the app, it shows me many options  (reset, rename, reboot etc... .but NOT *remove* device...)    The Google help on the subject says: long press on device, go to settings and to go Remove device.... well, it's not an option anymore 😞

https://support.google.com/googlenest/answer/9691327?hl=en#zippy=%2Cremove-google-nest-devices-from-...

[Juni · Accepted solution]

Hi there,

Understood. Check out this link to remove devices linked to your account. 

Hope this helps.

Regards,

Juni

[scoob1]

OK, that did the trick, thank you!

PS: It was a little confusing at first because it lists Nest Audio... and I thought, no, I don't want to remove Nest audio's access to my GG account... but it was just a generic name for this particular device.... my clue was when I saw multiple entries for GG Nest Hub (of which I have 3). 

Thanks!

- Christian

[LovelyM]

Hey scoob1, 

That's wonderful! We appreciate you keeping us in the loop and we're glad you're all set now. I'll go ahead and lock this thread within the next 24 hours. Feel free to create a new post if you have new concerns or questions. 

Cheers, 
Lovely