topic Re: I can’t connect my Nest Yale lock with Nest connect in Security

I can’t connect my Nest Yale lock with Nest connect

Yboza — Wed, 26 Oct 2022 01:49:18 GMT

Hi-I'm hoping someone can help me out. I am unable to re-connect my Nest Yale lock to my Nest Connect. I have had a Nest Yale lock connected to my Nest Connect and associated to Nest Home Account for almost 2 years. What happened now with Nest?

Re: I can’t connect my Nest Yale lock with Nest connect

Jborcherding — Wed, 26 Oct 2022 17:09:44 GMT

I too have been experiencing this problem. I bought the Yale lock a year ago and just got around to installing this in a new door last week. I had problems immediately when trying to setup the Nest Connect through the Nest app. I was constantly getting a "something went wrong" error stating that the Nest Connect could not connect to WiFi. Surprisingly the Nest Connect was always showing a green light as if everything was connected just fine. After factory resetting the Nest Connect multiple times I would finally get the Nest Connect to connect to WiFi. Then came the challenge of getting the Yale Lock to communicate with the Nest Connect. Same story, I had to factory reset both the Nest Connect AGAIN and the Yale Lock about half a dozen times before finally getting the two to communicate. I thought I was in the clear. Yale lock was connected and I had remote access through the Google Home and Nest app to lock and unlock my door. After an hour or two, the lock was offline. When going through the Nest app and looking at the technical info for the Nest Connect device, it showed WiFi was offline. Even though running the 'check connection' showed green light and reconnecting WiFi through the app seemed to work, I moved the Nest Connect closer, still nothing would get the Yale Lock and Connect to communicate.

I took a gamble and purchased a new Nest Connect thinking maybe the original with the Yale lock was faulty. Connection process ran into problems similarly to the first but it was a bit smoother getting the Nest Connect to connect to WiFi. After having to factory reset both the Nest Connect and Yale Lock a 14th time, both were connected. Unfortunately just like the first scenario, both disconnected after about an hour. I even tried as others suggested creating a separate 2.4ghz guest network (even though I was connected through my existing 2.4ghz network). This did not work.

I was on the brink of writing off Google for good and going with SimpliSafe until I started seeing others in here having a similar issue. This leads me to believe it's a software issue and hopefully fixable.

Re: I can’t connect my Nest Yale lock with Nest connect

Brad — Tue, 01 Nov 2022 17:47:27 GMT

Hi there,

I apologize for my late response, and thank you for all of your patience while waiting for a reply. I understand how upsetting this may be, and I'm happy to assist you with this. Have you recently made any changes to your Wi-Fi connection or router? That could be why the Connect isn't connecting to your network.

Best regards,
Brad

Re: I can’t connect my Nest Yale lock with Nest connect

Jborcherding — Tue, 01 Nov 2022 19:31:42 GMT

Hey Brad,

The only change that was made to my WiFi was the constant power cycling I’ve done to try and resolve this issue, along with creating a separate 2.4ghz network solely for the Nest Connect and lock. This did not work.

Re: I can’t connect my Nest Yale lock with Nest connect

Brad — Tue, 01 Nov 2022 20:50:07 GMT

Hi there,

Have you tried to factory reset your lock? If you haven't already, you can learn here how to factory reset your Yale lock, which may help to reset issues it may be having. Please let me know if you need further assistance.

Best regards,

Brad

Re: I can’t connect my Nest Yale lock with Nest connect

Keitheschmidt — Wed, 02 Nov 2022 01:52:52 GMT

I have not changed anything for the two years we have had it set up. My lock says it is offline in the app. After factory resetting both the lock and the connect device, it all reconnected and then still says offline. New batteries. The devices are 5 ft apart. It is really frustrating that it just stopped. We have loved this lock until now.

Re: I can’t connect my Nest Yale lock with Nest connect

Jborcherding — Wed, 02 Nov 2022 02:08:52 GMT

Brad,

as stated in my original post, both the Connect and the lock have been factory reset multiple times. I’ve already done everything that is being suggested by basic support staff. I’ve completed every troubleshooting guide, article and link. Please see every single post about this that you’ve replied to, Brad, and escalate this.

Re: I can’t connect my Nest Yale lock with Nest connect

Brad — Wed, 02 Nov 2022 18:13:53 GMT

Hi folks,

Please fill out this support form, and a higher tier of support will reach out to you with next steps.

Best regards,

Brad

Re: I can’t connect my Nest Yale lock with Nest connect

Yboza — Wed, 02 Nov 2022 18:45:37 GMT

Hello, what can I do, the same thing happens to me?

Re: I can’t connect my Nest Yale lock with Nest connect

Brad — Wed, 02 Nov 2022 21:00:46 GMT

@Vboza

Use the link I provided to get in contact with support, who can get you the assistance you need. Thank you for your patience.

Best regards,

Brad

Re: I can’t connect my Nest Yale lock with Nest connect

Jborcherding — Thu, 03 Nov 2022 18:48:00 GMT

Thanks Brad, I've filled this out.

Re: I can’t connect my Nest Yale lock with Nest connect

Brad — Thu, 03 Nov 2022 20:36:15 GMT

@Jborcherding

Thank you for filling out the support form. You should hear back from support soon. Thank you for your patience.

Best regards,

Brad

Re: I can’t connect my Nest Yale lock with Nest connect

Yboza — Fri, 04 Nov 2022 02:02:49 GMT

I already filled the form

Re: I can’t connect my Nest Yale lock with Nest connect

EmersonB — Sat, 05 Nov 2022 19:48:11 GMT

Hello everyone,

@Yboza and @Jborcherding we got your form — thanks for filling it out. Our team will reach out to you via email anytime soon and you may continue the conversation there to avoid confusion.

@Keitheschmidt we haven't received your form — were you able to fill it out?

Keep us posted.

Thanks,
Emerson

Re: T013(4096) error. Can’t connect the Yale Lock

janthadeus — Sun, 06 Nov 2022 02:47:40 GMT

Hi there,

We appreciate your efforts here. We’d like to further check on this — could you fill out this form and let me know once you’re done?

Looking forward to your response.

Best,

Re: I can’t connect my Nest Yale lock with Nest connect

fender — Sun, 06 Nov 2022 15:35:41 GMT

I just bought a connect and a lock and I am having this same issue. According to the app, it will occasionally reconnect for an hour or two, but spend much more time offline than on. I've followed all the factory reset steps multiple times.

Re: T013(4096) error. Can’t connect the Yale Lock

Jborcherding — Sun, 06 Nov 2022 19:00:18 GMT

Thanks JT, I already filled this form out per Brad's recommendation in a separate thread I'm on regarding this issue.

Re: I can’t connect my Nest Yale lock with Nest connect

janthadeus — Mon, 07 Nov 2022 00:55:41 GMT

Hey fender,

We've received your form — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Thanks for the help here, Brad and Emerson.

Best,
JT

Re: I can’t connect my Nest Yale lock with Nest connect

Clareelko — Mon, 07 Nov 2022 16:54:58 GMT

I am having the exact same issue. I have spent 3 hours on a call with support, gone through all the work arounds and nothing. In the setup process for my lock, it keeps stopping at connecting with the nest connect. I have reset, deleted, hard reset, turned off wifi, and every other thing I could find. Yet nothing. These were working fine till I migrated to google. Now, nothing. Please help

Re: I can’t connect my Nest Yale lock with Nest connect

Jborcherding — Mon, 07 Nov 2022 19:41:25 GMT

Hey Clareelko,

It's clear there's an issue on Google/Nests end that they need to investigate. Hopefully with us filling out the form that Brad linked up top will give them enough information to look into this issue.