Yale Lock is offline in Nest App. Tried troubleshooting. What do now?

[abellaj]

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Original Poster:Shane Jenkins 3561

Tried everything under "Troubleshoot when the Nest × Yale Lock is offline".

[woj506]

I have the same problem and it drives me crazy.  The Nest Connect is online, green, router sees it, etc.  I test it unplugged and it ends up flashing yellow even when standing next to the lock.  The only way to fix it is to reboot the lock itself.  I live 450 miles away from the lock and it goes offline ALL THE TIME.  Sometimes it reconnects by itself for no reason, and it will work for a day or two.  I hate this thing.  

[GarrettDS]

Hey there,

Sorry for the late response, but I wanted to drop in here to help. 

I understand that issues with a devices can be confusing but I definitely wanted to stop by and see how I could help. 

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried? 

Please let me know. 

Best regards, 

Garrett DS

[woj506]

HI Garrett,

I've done just about everything.  I was there two weeks ago and I did a factory reset including removing everything from the app, then I put everything back the way it was.  I looked at router settings, cleared caches, whatever.  Router reboot does nothing.  After the factory reset it lasted about a day, then went offline.  I pulled a battery and got it back then I had to leave.  It has actually been working since then, but I think it's only a matter of time.  I don't know if it's a coincidence, but it seems to sometimes go offline when someone uses it after it has been idle for weeks (no one lives there).  It will also magically sometimes go back online without any user intervention.  The batteries are fresh, the Connect has LOS to the lock. 

Bill

[GarrettDS]

Hey there, 

Thanks for the update. That definitely may be an issue as it seems to go offline when it hasn't been in use for a while. I appreciate the feedback and am happy to pass this along. Let me know if it still has issues moving forward. I'll go ahead and close this thread in 24 hours if there are no other questions or updates.

Best regards, 
Garrett DS

[woj506]

Well, that’s only one possible catalyst amongst other issues.  It went offline less than 48 hours after a factory reset while I was there and it was being used frequently.  And there have been people there who I have coached to reboot it and it goes offline again soon after.  It’s stable now which is odd given the history, but dit hasn’t been used since the last reboot 9 days ago.  

Bill

[Brad]

Hi there, woj506.

I am glad to hear that your Yale lock is working and stable at this time. I am terribly sorry to hear that it has been a frustrating issue to handle. Thank you to GarrettDS for your assistance as well! This is why these Forums are so important. I would suggest keeping an eye on it for a bit, and if it gets worse, I would actually suggest reaching out to Yale for some assistance with the internal workings if it becomes a physical issue with the lock. They are experts on the internal workings of these great devices! 

Please let me know if you need further assistance. Thank you for your patience as well, as I would feel quite frustrated if I were in your shoes.

Best Regards,

Brad.

[woj506]

Thanks for the help.  Will do; found their tech support page.  

Bill

[Brad]

Hey folks,

Wondering if you still needed assistance with this issue? Please let me know!

Best Regards,

Brad.

[James]

Hey everyone,
It appears like this thread hasn't been updated, so I'm going to go ahead and lock it. If anyone has any other questions or concerns, feel free to create a new post.
 
Thank you, 
James