Door lock went offline on app but looks connected

[Roykimber]

My device went offline but the connection is fine.  I have a green light and when I reset it it turned green fine.  I am still offline on my phone app.  

[gmelanymelissa]

Hi Roykimber,

Thanks for posting in the community. I understand your device is showing as offline in the app, even though the device itself has a green light and appears to be connected. I appreciate the effort in resetting your device. No worries, help is here!

To better assist you with accurate information, I’d like to confirm the following:

• When did the issue start?
• What specific device do you have? Is it a Nest × Yale Lock or a third-party device?
• How far is your device from the router?
• Are you getting any error messages?
• Are you using the Google Home app or the Nest app?

Keep me posted.

Regards,

Melany