There can be several causes for the problem. For some Google Home users, a recent firmware update seems to be the cause of their speakers. Others may experience the problem of creating a pair of speakers with two minis and then disconnecting them. Regardless of the cause, there seem to be no software fixes.
If you're one of the unfortunates whose Google Home devices are no longer working, you'll need to do the following to get a free replacement.
Try resetting the factory settings Resetting to factory defaults is a good way to fix a problem (sometimes a restart really works). This time, however, your affected Google Home or Mini may not be repaired. Try it first if it works. Then you can delete it from the list of actions that you have tried to fix the problem yourself. You want to prevent another hangup from causing the problem.
If you have a Google homepage, press and hold the microphone mute on the back of Google Home for about 15 seconds to start the reset. If successful, your device will confirm the reset.
If you have a Google Nest Mini ($ 49 at Walmart) the second generation, turn off the microphone (it's on the side near the power connector) and then hold pressed the middle of the mini. If successful, the device will reset after 5 seconds. Hold down the key until you hear a triad that confirms that the unit is being reset.
On a Google Home Mini ($ 29 at Walmart) first generation, hold down the factory reset button under the power cord on the bottom of the Mini. If successful, the device will start the reset process. Press and hold until you hear a tone that confirms that the device has been reset.
See our troubleshooting guide or Google Home for more ways to solve other common problems.
Collect some information next.
Before you contact Google, you can take some steps to make the conversation as smooth as possible.
1. Make a note of the 10-digit alphanumeric serial number of your device. On the Google homepage is the base in the middle under the words "Made in China". On Google Home Mini or Nest Mini, it is marked on the edge of the base after "Made in China". To save you time later, also take a photo of the serial number so you can easily access it. 2. Next, take a picture of the four white lights on your device.
3. Take another photo of the green light that the device displays when you reset to factory settings. This can be tricky because you need to press the factory reset button on the base of the speaker with one hand while taking the photo with your other hand. Or borrow a second hand for help.
4. If you have it, take out your receipt and take a picture of it.
Contact Google Home Support
Now is the time to contact Google. You can call, but it can be just as easy to chat online. How to get support for Google Home / Google Nest.
. 1 Go to the Google homepage / Google Nest support page on your computer or mobile device.
2. Tap the three stacked horizontal lines in the upper left corner and then . Contact us .
3. Under Select your support option on Speakers and Displays .
4. To start a chat, tap Chat . (If you prefer to talk by phone, tap Callback to leave your callback number and proceed to step 9.)
5. Enter your name and e-mail address.
6. Under select which device you have the problem with. Which device do you need help with? drop-down menu.  7. In the dialog box at tell us about your issue : "Google Home page is not reset to factory settings."
8. Tap Submit .
9. When you chat with Google Support, answer their questions about your device and, when prompted, send them the images you took, the serial number, and the receipt by e-mail.
If you qualify If you're looking for a replacement and bought your Google homepage directly from the Google Store, you're in luck. Google will send you a replacement item and an email with a prepaid shipping label and instructions for returning the defective product within the next day or two.
However, if you bought your Google Home speaker from a third-party vendor, such as Amazon, Walmart, or Best Buy, you'll need to give back the speaker before Google sends you a new one. Google says you should receive the replacement five to seven days after receiving your brick-built device.
Note that this replacement process only applies to Google Home Smart Speakers who are experiencing a specific terminal issue that can not be resolved with settings or software. If you have other problems with your Google Home device, here's how to troubleshoot the most common problems.
If privacy and security are your concern, we've put together a guide to maximizing your Google Home privacy settings without compromising performance. If you're wondering what to do with your other Google Home speakers while you're waiting for your replacement, set up a complete home audio system by following our instructions here = "110" width = "196 “/>
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