Desperate for help with Nest x Yale Lock

[Jennahoke7]

We purchased the Nest x Yale locks for 2 doors in our home.  These come with a Nest Connect device.  We had both locks installed but for the life of me, we cannot finish the set up with the Connect + the Yale lock.  When we scan the QR code for the Yale lock, and it brings up the screen to connect to the Nest Connect and Yale lock, any apple device we have iphone or ipad cannot find or connect to the Nest Connect.  We have tried every trouble shoot, every forum blog, tried to connect using a phone hotspot.  You name it we’ve tried it.  Has anyone else run into or overcome this?  Both Google and Yale have been less than helpful, cannot fix over the phone and then sent us to “someone who will come to our house to fix” which wants to charge us $200 which i refuse to pay.

[cifuentesj]

Hi @Jennahoke7,

Thank you for your timely post and the comprehensive information you've provided. I've reviewed the input and understand that you're encountering issues during the setup of your Nest x Yale Lock. I'm here to help you troubleshoot and find a solution together.

To assist you further, please attempt the following questions:

• When and from where was the device purchased?
• How far have you gotten in pairing your device?
• What’s the color of the LED status light?
• How far is the device from the router?
• Can you connect to the internet with other devices?
• Are there any other devices that experience issues with the Wi-Fi?
• When did the issue start?
• How many Nest Connects do you have? Are they all online?
• How far is your Nest x Yale Lock from the Connect?
• Are there any walls, mirrors, microwave appliances, or Bluetooth devices between the Connect and the Lock?

You can do this in the interim:

• Verify that the Nest x Yale Lock is linked to the 2.4 GHz
• Reinstall the Nest app after uninstalling it.
• Try using the app to set up your Nest x Yale Lock once more.

Please keep me posted and let me know how it goes.

Warm regards,

Jeremy.