Yale Smart Lock with Matter unable to connect to Google App

[almond7]

Not sure if it is just me or not, but I am unable to add the Yale Smart Lock with Matter to the Google App. I keep getting errors saying I don't have a Thread Border Router (I have a Google Nest Hub 2nd Gen) and then when I retry it tells me it can't make a connection to the accessory. Has anyone been successful with actually getting this to pair? I have 2 different locks and neither seems to want to work but I'm able to add them to the Yale App with no issue.

[ByronP]

Hi almond7,

Thank you for reaching out to the community. I understand you're experiencing trouble connecting your Yale Smart Lock with Matter to your Google Home app. You're seeing an error message about a missing Thread Border Router or an inability to connect to the accessory. I'm happy to help.

To help you resolve this inconvenience, please do the following recommendation steps:

1. Set up your Matter hub with the Thread option. (Here is a helpful article on how to use a Matter hub with a Thread Border Router setup).

2. Enter Matter pairing mode with the Yale Smart Lock.

3. Boot up the device.

4. Press and hold the Gear button on the lock. The device will beep, and only the Gear button will flash.

5. If all the buttons are flashing, then the lock isn't in Matter pairing mode. Press and hold the Gear button again until the device beeps; only the Gear button should blink.

6. Make sure IPv6 is enabled and meets all the requirements.

Please let me know how it goes.

Regards,

Byron

[almond7]

Yeah it’s still failing for the same reasons. I have the Google Best Hub 2nd Gen so I shouldn’t have to set up any other Thread Routers. Even when I after resetting the locks I am told they can’t connect. 

[almond7]

I should add I also see “Additional Setup Required This accessory requires additional setup. Refer to the manufacturer's guide for more information.”  Not sure if that always shows up even when you have the necessary hubs. 

[Vanjams]

Following as I have a similar issue - I can get the lock added to my google home but it shows offline.  I have Matter thread enabled on my along with IPv6 with Eero 7 Max system.  

I also get the "additional set up required" prompt when adding to google home but am able to continue with set up and then it shows added but that the device is offline.  I have done a factory reset on the lock multiple times, reset my Eero system and reset my iphone (google home device) all to no avail.  I'm about 24 hours from just returning the Yale Smart Lock with Matter (I bought 2 but haven't installed the 2nd one until I know I can get this one working). 

[ph0re]

@Vanjams are you me? I am literally going through this exact thing right now, also with 2 locks. Brutal.

[almond7]

This is quite frustrating. When I try it now, the Google Home app sees the device and asks if I want to set it up, but when I do I either get an error saying I Don’t have a Thread Border Router or if I retry it tells me it can’t make a connection even though it saw the device when I started the pairing process. 

[ph0re]

@almond7 I am having the exact same issue with my Nest Hub Gen 2. It is 2 feet away but cannot detect the thread border router. I can't even set up this POS lock in the Yale app.

[ByronP]

Hi Folks, 

Thank you for your response. I appreciate all the information and your efforts in this situation. Let's explore some additional options.

Based on your answers, please follow these recommendations:

1. Please make sure your Nest Hub 2nd Gen is within the latest firmware version 26.X or greater. (Here is an important article to check the current firmware version of your Nest Hub).
2. If you're using a Nest Wifi Pro router also ensure they are on system firmware version 3.76.X or greater. (here is an important article to check the current firmware version of your Nest Wifi).

Important: It can take up to 24 hours for a newly set up hub to receive an update. You can expedite the process by power cycling the hub 10 to 20 minutes after it has been idle and waiting for the update process.

Please let me know how it goes.

Regards,

Byron

[almond7]

Yeah I’m firmware version 27.20…

[ph0re]

Everything is up to date, have waited more than 24 hours to have updates pushes and thread network established. This product is simply defective. 

[Vanjams]

I returned the two I bought. Terrible support from Yale and to a lesser extent google

[ph0re]

I spent over an hour on the phone with Yale and they couldn’t offer more than “are you sure it’s in pairing mode?” Eventually they just left me on hold to end the call. 

[almond7]

Finally worked this morning with pairing. I saw a new version of the app was released and seemed to work after that. 

[ByronP]

Hi Folks,

Thank you for your responses. Let's work together to find a solution.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Regards,

Byron

[almond7]

I filled it out. 

[ByronP]

Hi almond7,

Thank you for your prompt reply. I received your form and our dedicated team will reach out to you with further instructions.

Please keep an eye out for any updates to your email.

Regards,

Byron