topic Re: nest connect and yale disappeared from app in Security

nest connect and yale disappeared from app

Lisac604 — Sun, 18 Jun 2023 15:56:36 GMT

I set up my lock 8 + months ago and have had no issues since. Today I went on the app to enable a passcode and the lock was missing both from Home Screen and products.

I tried restarting wifi, nest connect, holding down lock button

then I factory reset the lock but when I tried to re add it to the app it said it was already on my account. Same with the connect (although the instructions for reset of connect are so bad I’m not sure if it actually reset or what).

what can I do here? I can’t remove them from the app because they are not showing up. I assume some sort of connection issue but I’m not getting any error messages about them being offline.

Re: nest connect and yale disappeared from app

Lance_L — Thu, 22 Jun 2023 01:15:15 GMT

Hi Lisac604,

I'm sorry for the inconvenience — let's get this sorted out. Do you have an iOS or Android device? What is the color of the Nest Connect’s status light?

Let's try these troubleshooting steps below:

Check if the Nest x Yale Lock and Nest Connect is added to another home structure. Follow this handy guide ( see “Switch between homes in the Nest app” section): Manage homes and products with the Nest app
If both Nest Connect and Nest x Yale Lock are still added to the account, update the Nest Connect’s Wi-Fi connection.
Since the lock has been reset to factory settings, remove it from the Nest app and then add it back.

Let us know how it goes.

Best,

Lance

Re: nest connect and yale disappeared from app

Jenelyn_O — Mon, 26 Jun 2023 16:11:24 GMT

Hi there,

Chiming in — I just want to check if you're still encountering the issue. Please let us know as we'll be willing to assist you.

I appreciate your help, Lance.

Thanks,

Jenelyn

Re: nest connect and yale disappeared from app

Markjosephp — Tue, 27 Jun 2023 16:46:17 GMT

Hello Lisac604,

I'm checking in to make sure that you've seen our response. Please let us know if you have any additional questions or concerns before we close this thread in 24 hours.

Regards,

Mark