topic Re: Nest x Yale Lock On and Offline ALL the time in Security

Nest x Yale Lock On and Offline ALL the time

ENeill — Thu, 31 Aug 2023 15:58:04 GMT

Is anyone else having issues with the Nest x Yale Lock going on and off line all the time lately? The past couple days it's been offline more than it's been online. It randomly goes offline and then will come back online hours later. The Nest Connect shows online, but the lock is offline. It's been getting increasingly frustrating that we cannot count on the lock functioning as promised. I've done ALL the troubleshooting and contacted support with nothing to show for it.

Re: Nest x Yale Lock On and Offline ALL the time

zoeuvre — Sat, 02 Sep 2023 20:59:38 GMT

Hi ENeill,

Thanks for reaching out to us, and I'm sorry to hear about the situation. I want to check if you are still in need of any help.

Have you checked for sources of interference? If not yet, even if your Nest Connect is in range of your lock, something may be interfering with the connection. Draw an imaginary straight line between your Nest Connect or Nest Guard and your lock. Any time the line is blocked by something big or heavy, it might cause interference. Thick walls, furniture, appliances, and other electronics can reduce the range. Troubleshoot wireless interference and how to troubleshoot it by following this guide.

Let us know how it goes.

Best,

Zoe

Re: Nest x Yale Lock On and Offline ALL the time

ENeill — Mon, 04 Sep 2023 05:30:04 GMT

Thank you for your response.

There is nothing in between the Connect and Lock. The Connect is plugged in right next to the door and there's never anything in between them.

Re: Nest x Yale Lock On and Offline ALL the time

zoeuvre — Mon, 04 Sep 2023 18:03:50 GMT

Hi there,

Thanks for checking that out. Would you mind listing all the troubleshooting steps you've taken? It will help us determine what you should do next. You may also follow the steps below and just eliminate the ones you already took.

Take off the battery cover and remove the batteries from your lock. If you received a low battery alert, use a fresh set of standard AA batteries. Don't use rechargeable batteries with your lock.
Put the batteries back in after 60 seconds. Wait a few minutes to check if your lock comes back online.
Restart the Connect:
- Plug Connect into a power outlet.
- Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button.
Factory reset your Connect. Hold your Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. Keep holding down the button, when the light flashes yellow then goes off, release the button.
Remove it from the Nest app. Then, add it back. The recommended router settings are the 2.4 GHz Wi-Fi frequency.
Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
If all else fails, factory reset your lock. Then, re add it to your Nest app.

Keep us posted. We're happy to help.

Regards,

Zoe

Re: Nest x Yale Lock On and Offline ALL the time

ENeill — Mon, 04 Sep 2023 18:18:27 GMT

I have done ALL these things. It worked fine for over a year and then suddenly it has issues staying online. It will go offline, I'll do all the steps and nothing. Then it will randomly come back online for no apparent reason. I have a feeling something has gone wrong with the receiver -or whatever it is- in the lock. I've gotten to the point that I just leave it when it goes offline and it will come back on eventually. Sometimes hours, sometimes days. It's just really frustrating.

Re: Nest x Yale Lock On and Offline ALL the time

zoeuvre — Mon, 04 Sep 2023 19:37:05 GMT

Hey ENeill,

Thanks for getting back to us. Since the steps above keep failing to resolve this matter, try the following:

Check for the following settings details on your access point.
- Quality of Service (QoS) settings.
- Device priority.
- Parental controls.
- Wi-Fi pause.
- Interference and attenuation.

Check if your device also has the Recommended Wi-Fi settings on the router or access point. If you're unsure how to check for the following, kindly reach out to your Internet Service Provider.

Kind regards,

Zoe

Re: Nest x Yale Lock On and Offline ALL the time

ENeill — Wed, 06 Sep 2023 03:26:35 GMT

All these things are fine. I'm realizing there's probably never going to be an answer or resolution from Google on this matter which is frustrating.

Re: Nest x Yale Lock On and Offline ALL the time

Lance_L — Tue, 12 Sep 2023 03:17:17 GMT

Hello ENeill,

Thanks for the additional information. I know how it feels when something isn’t working the way it should. Since resetting the lock didn’t fix the issue, the best thing to do now is to contact Yale support for further assistance. Feel free to reach out if you have other questions in the future.

I appreciate your help, Zoe.

Best,

Lance

Re: Nest x Yale Lock On and Offline ALL the time

Toonwars — Tue, 19 Sep 2023 13:16:54 GMT

I've been having the same issue for months! Support replies but has no real answers. I have factory reset every month to reconnect the Yale nest lock to the Nest Pro Wi-Fi. Each time it works for a few days and then eventually disconnects from the Goggle Home app.

After my last reset the Tamper went on and now the alarm goes off constantly.

This is really unacceptable for an expensive lock . I have contacted support numerous times. But there is nothing to be done about it and the Google store will not give refunds.

Very frustrating! They should not be selling this lock with all these problems. Every thread I read has a bot response with no solution.

Re: Nest x Yale Lock On and Offline ALL the time

Toonwars — Tue, 19 Sep 2023 13:18:11 GMT

Another Bot resp

Re: Nest x Yale Lock On and Offline ALL the time

Toonwars — Tue, 19 Sep 2023 13:20:27 GMT

This is the last Google product I will buy. It really is unacceptable.

Did you ever get it to work for more than a week or two without disconnecting?

Re: Nest x Yale Lock On and Offline ALL the time

ENeill — Tue, 19 Sep 2023 13:20:55 GMT

Right? So frustrating for such an expensive lock. I've had the same issues with support. No real answers.

Re: Nest x Yale Lock On and Offline ALL the time

ENeill — Tue, 19 Sep 2023 13:22:33 GMT

We've had the lock for a couple years and it worked perfectly until a few months ago. I'm wondering if they changed something in their software. All other Google products we have work wonderfully.