Unable to add a guest to nest doorbell

[Missdai]

I cannot add guests in Google Nest  X Yale.  This issue has persisted for a few months, but I assumed it was user error.  I got a new Droid phone, reinstalled nest app.  Same error: "Something went wrong. Please try that again"

I then installed the app on my iPhone.  Same error.  I confirmed that I don't have too many guests.  I have 8.  I had 9 because the last guest that I updated and added didn't actually work, so I deleted that guest and tried to re-add the guest.  Now it will not allow me to add.  I tried editing other guests.  It will not let me edit either.  I also cannot see guests passwords anymore.

I do not want to reset the device to factory settings, because I am assuming that I will lose all my setting and have to spend time setting it back up but with no guarantee that it will fix the issue.  Then I would lose the other guests that I have set.

Help!

[RenzJ]

Hi Missdai,

Thanks for visiting here in the Google Nest Community forum. We're sorry for any trouble this may have caused you. Let's look deeper into this. You should still be able to add guest codes, but it appears that a software update is needed. I would suggest doing a factory reset on the Nest Yale lock, but I understand if you don't want to do it and would suggest restarting the device instead, trying to see if it will solve the problem.

Restart: It keeps all your settings, and it should reconnect to the same Wi-Fi network. This is helpful if it ever becomes frozen, has trouble reconnecting to the internet, or isn't working normally.

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.

Wait a few minutes to check if your lock comes back online.

Keep us posted.

Best,

Renz

[Missdai]

I reset it and changed the batteries.  I am still unable to add or edit users.

I just checked the Technical Info.  Details below:

• Software 1.2-7
• fw-lock 2.1.1
• fw-voice 1.2.13
• data-en_US 1.2.9

[RenzJ]

Hello Missdai,

Thanks for the update. I understand that you do not want to reset your Nest Yale Lock to factory reset. We really want to get your Nest Yale Lock back on track. Resetting your device to default settings is the next best step. Give it a try!

Factory reset the Nest × Yale Lock.

Keep us posted.

Regards,

Renz

[Missdai]

I will try it today and let you know what happens. If it doesn't work then what is the next step?

[Jenelyn_O]

Hi there Missdai,

Chiming in — I just want to get an update on how the last troubleshooting steps go. Please feel free to let us know if you still need further assistance, as we'll be willing to help. If the issue persists, we'll check for other options. 

I appreciate your help, Renz.

Thanks,

Jenelyn