Unresponsive Nest Audio with 2 solid white dots.

[LoL_Admin]

I went to use my Google Nest Audo speaker (about a year and 7 months old) and it didn't respond.  The front of the speaker has two solid white dots illuminated.  I attempted to reset it by unplugging it for 10 seconds, and plugging it back in.  I repeated that for another 10+ times and each time after approximately one second only the same two white dots light-up.  The speaker is completely unresponsive to touch and switching the microphone off does not change the color of the dots.  Touching the front top of the speaker for 15+ seconds with the microphone off or on does nothing when it is supposed to perform a reset.  Speaker shows as "Offline" in Google Home.  I have found dozens of postings in this forum with the same issue but none of them have a resolution except for some that just randomly started working again, others were just discarded.  What can be done about the speaker not working?

[LoL_Admin]

I saw in one of the posts that someone unplugged their speaker for three days and it started working.  I guess I will try that unless there is a real fix for the issue.  The Google Nest Help web page shows 17 different status light codes but none of them are two solid white dots.  Someone programed the speaker to illuminate two white dots and knows about it, but it is not being shared.

Learn about the lights on your speaker
You can tell what your speaker is doing or its status by its lights.
https://support.google.com/googlenest/answer/7073219?hl=en#nest_audio

[5tiffler]

Snap. Same issue today with mine. I've literally just posted about it.

If so many people are having the issue at the same time, no doubt it's something to do with an update bricking the units.

[Alex_S]

Hello everyone,

@LoL_Admin, @5tiffler, thanks for trying the suggested troubleshooting steps. We'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Regards,
Alex

[LoL_Admin]

I filled out the form twice and received no reply.  I let the speaker sit unplugged for 3+ days, plugged it in and after a long start, it now works. 

[Alex_S]

Hey there,

@LoL_Admin, that’s good to know! I’m glad to hear that your concern is now resolved.

@5tiffler, we got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,
Alex

[5tiffler]

Hello all.

I have a nest audio which is completely non responsive. 

When on lugged in I get the 2 white dots for an extended period of time and then the 4 dots glide side to side like Nightrider.

It does not make the Google start up sounds.

It shows as offline in the home app.

When I turn the mic off to factory reset the lights do not turn orange.

I have also power cycled the unit 10 times as per other threads.

I believe the unit to be faulty beyond anything an end user can rectify.

Please see this thread as a similar fault https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Audio-Two-White-Dots-Unresponsive/....

Note I have also filled out the form in the link on that thread so I'm hoping to hear from Google by telephone in the very near future regarding the issue.

Just to add I had a nest hub 2nd gen fail in a similar way I February and Google only issued an rma on the device this week having had a ticket open for almost 4 months. I am hoping for a much quicker resolution to the issue on this item than that as the timeframe has been appalling.

[Alex_S]

Hi 5tiffler,
 

Thanks for reaching out. It seems like you created another thread. I'll merge this thread with that one so we can communicate effectively. I suggest that you follow the main one for updates because this thread will be locked automatically once it is merged.

Regards,
Alex

[5tiffler]

Hello all.

I have a nest audio which is completely non responsive. 

When on lugged in I get the 2 white dots for an extended period of time and then the 4 dots glide side to side like Nightrider.

It does not make the Google start up sounds.

It shows as offline in the home app.

When I turn the mic off to factory reset the lights do not turn orange.

I have also power cycled the unit 10 times as per other threads.

I believe the unit to be faulty beyond anything an end user can rectify.

Please see this thread as a similar fault https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Audio-Two-White-Dots-Unresponsive/....

Note I have also filled out the form in the link on that thread so I'm hoping to hear from Google by telephone in the very near future regarding the issue.

Just to add I had a nest hub 2nd gen fail in a similar way I February and Google only issued an rma on the device this week having had a ticket open for almost 4 months. I am hoping for a much quicker resolution to the issue on this item than that as the timeframe has been appalling.

[Alex_S]

Hi 5tiffler,
 

Thanks for reaching out. It seems like you created another thread. I'll merge this thread with that one so we can communicate effectively. I suggest that you follow the main one for updates because this thread will be locked automatically once it is merged.

Regards,
Alex