topic Re: Nest x Yale lock keeps going offline in Security

Nest x Yale lock keeps going offline

Gigi81 — Mon, 01 Aug 2022 00:37:27 GMT

Nest Yale lock keeps going off-line. We have a nest connect bridge connector set up close by. We reset to factory settings twice. it will be online and work and then go offline. Don’t know how to fix this problem.

Re: Nest x Yale lock keeps going offline

Pdaly007 — Mon, 01 Aug 2022 13:29:35 GMT

Having the same issue as well. It will be online for less than an hour and then go offline. Tried resetting the internet, factory resets and just power cycling the lock by removing the batteries from the lock.

Re: Nest x Yale lock keeps going offline

Brad — Thu, 04 Aug 2022 15:50:25 GMT

Hi there,

I apologize for my late response and thank you for all of your patience while waiting for a reply. I'm terribly sorry to hear that you're having this issue, I understand how upsetting this could be, but I'm happy to assist you with this issue. Have you tried to restart the device? I know that is a silly question, but a restart or factory reset can be very helpful if it's having a hard time staying connected. Are you using a Nest Connect with our lock?

Best Regards,
Brad

Re: Nest x Yale lock keeps going offline

NJF — Thu, 04 Aug 2022 17:44:39 GMT

Same problem - after almost 2 years, Connect went offline (seems like same day as you) and will not re-connect. I’ve factory reset both connect and lock. A previous solution posted said to try on a guest network with no security but the set up in the app uses my other devices which are NOT on this network. So do I need to re-do ALL my other devices? (3 protects, thermostats, doorbell, cameras, thermostat). This seems like a ridiculously time consuming suggestion. Everything worked until the last app update - this seems like NEST did something. After 2 hours of reset and attempts to re-add lock+ connect, still not working. Beside removing, resetting and re-adding ALL my devices on a new guest network, is there another option?

Re: Nest x Yale lock keeps going offline

NJF — Thu, 04 Aug 2022 21:01:00 GMT

Below is a link to a work around (that isn’t going to work for me unless I spend hours and hours re-doing my home set up). Because my lock + connect DID work on my usual network (5 GHz with security), I believe there must be another way to fix the issue. Maybe wait for the next app update? To Brad (community specialist) - I have the latest version of the App with Connect and Nest Yale lock, I have tried factory reset (twice!). The system worked FINE until the app update.

https://www.googlenestcommunity.com/t5/Security/Nest-Yale-Lock-won-t-connect-to-nest-connect/m-p/68776#M831

Re: Nest x Yale lock keeps going offline

Pdaly007 — Thu, 04 Aug 2022 22:44:20 GMT

There must have been a problem or something on the backend with NEST. I woke up the other morning and the lock was somehow back online and has been online since then.

Re: Nest x Yale lock keeps going offline

Brad — Fri, 05 Aug 2022 15:06:30 GMT

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best regard,
Brad

Re: Nest x Yale lock keeps going offline

NJF — Fri, 05 Aug 2022 15:14:21 GMT

I spent hours yesterday with no luck. Lock and connect won’t work on my 5GHz Wi-Fi with security (if that is the issue). The set up in the app uses my other Nest devices….so I can’t try the 2.4 Guest network with no security that was suggested unless I move ALL my devices. Because the lock worked on my Wi-Fi until a few days ago, it doesn’t make sense that this is the issue. I’ll need to contact Google support, I guess.

Re: Nest x Yale lock keeps going offline

Brad — Fri, 05 Aug 2022 15:26:59 GMT

Hey there,

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

Open the Google Home app

At the top right, tap your account.
Tap Feedback

tap the type of device you'd like to submit feedback for.
To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
In the feedback summary, write a brief description of your issue.
Be sure to check the box for Screenshot and System logs.
To submit feedback, at the top right corner, tap Send

If you need anything else, please let me know.

Best regards,

Brad

Re: Nest x Yale lock keeps going offline

Lskeoxv — Fri, 05 Aug 2022 20:32:19 GMT

I’m having the same problem after it working fine for 2 years. I’ve tried resetting everything, which works, but then it goes offline again soon after and I have to do it all over again.

Re: Nest x Yale lock keeps going offline

Lskeoxv — Fri, 05 Aug 2022 20:36:58 GMT

Same problem for me. It’s worked fine for 2 years. Had to reset it a few days ago and then it worked for a day and went offline again.

Re: Nest x Yale lock keeps going offline

NJF — Sat, 06 Aug 2022 00:38:14 GMT

Thanks. I’ve sent feedback and hope to get some useful information back.

Re: Nest x Yale lock keeps going offline

Brad — Mon, 08 Aug 2022 15:12:00 GMT

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
Brad

Re: Nest x Yale lock keeps going offline

NJF — Mon, 08 Aug 2022 15:21:30 GMT

Is there any way to get help? The issue isn’t resolved. Do we just toss out the lock and give up?

Facts: lock + connect worked on my 5GHz Wi-Fi with security for almost 2 years. Now not working. Only posted solution (put a lock on an unsecured 2.4GHz guest network) doesn’t sound like a good solution especially if you already have LOTS of nest/google home products.

Re: Nest x Yale lock keeps going offline

Lskeoxv — Mon, 08 Aug 2022 15:41:31 GMT

Lock still isn’t connecting for me, now just makes a tone if I press the white button that I’ve used to pair it previously. I guess I’ll be trying another factory reset but I don’t see why that would work when it didn’t before.

Re: Nest x Yale lock keeps going offline

Brad — Mon, 08 Aug 2022 16:13:25 GMT

Hey folks,

I just wanted to thank you all for your patience! I know that waiting for a solution can be frustrating at times, but I thank you for waiting. We are monitoring this inconvenience and collecting information still. If you wouldn't mind submitting your feedback on the app, that should help us further. In the meantime, I would check to make sure that your Nest Connect is still working if applicable, reset it if you have too, set up the lock on a new home and then move all of your other products over. I have heard that it works for most users.

Best regards,

Brad