device has recently become unresponsive and is displaying four white lights, unfortunately there may be just one way to fix it: Report the problem to
and request a replacement. The good news is that even if your device is out of warranty, Google will likely replace it for free.
There may be several causes of the problem. For some Google Home users, a recent firmware update seems to be what bricked their speakers. For others, creating a speaker pair with two Minis -- and then unpairing them -- may have triggered the problem. Whatever the cause, there's apparently no software fix.
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If you're among the unfortunate ones whose Google Home devices have stopped working, here's what you need to do to get a free replacement.
First, try a factory reset
Normally, performing a factory reset is a tried and true way to resolve an issue (sometimes starting fresh really does work). But that may not fix your affected Google Home or Mini this time. Try it first, just in case it works, and so you can check it off the list of things you've tried to do to troubleshoot the problem on your own. You want to rule out that some other hangup isn't causing the problem.
If you have a Google Home, press and hold the microphone mute on the back of the speaker for about 15 seconds to reset. If successful, your device will confirm it's resetting.
If you have the second-generation
Google Nest Mini
, switch off the mic (it's on the side near the power port) and then press and hold the center of the Mini. If successful, the device will begin to reset after 5 second. Continue to hold till you hear a three-tone chime confirming the device is resetting.
Google Home Mini
first generation, press and hold the factory reset button below the power cord on the bottom of the Mini. If successful, the device will start the reset process. Continue to hold till you hear a sound that confirms the device is reset.
Before you contact Google, you can do a few things to make the conversation go as smoothly as possible.
1. Write down your device's 10-digit alphanumeric serial number. On the Google Home, it's on the base, in the center, under the words "Made in China." For the Google Home Mini or Nest Mini, it's embossed along the edge of the base after "Made in China." To save you some time later, take a photo of the serial number too, so you can refer back to it easily.
2. Next, take a photo of the four white lights on your device.
3. Take another photo of the green light the device displays during factory reset. This one might be tricky, as you'll have to use one hand to press the factory reset button on the base of the speaker while you take the photo with the other hand. Or borrow a second set of hands for help.
4. If you have it, pull out your purchase receipt and take a picture of that too.
Contact Google Home support
Now it's time to contact Google. You can call but it may be just as easy to chat online. Here's how to contact support for the Google Home and Google Nest devices.
If you qualify for a replacement device and you purchased your Google Home directly from the Google Store, you're in luck. Google will ship a replacement to you in the next day or two as well as send an email with a postage-paid mailing label and instructions for returning the defective device.
If, however, you bought your Google Home speaker from a third-party retailer like
, you're going to have to return the speaker before Google sends you a new one. Google says you should get the replacement five to seven days after it receives your bricked device.