Yale Matter Lock won't recognize Thread Router

[Tvorules]

I just bought a new Yale Smart Lock with Matter specifically to use within Google Home. I've spent about 4 hours now trying to get this thing set up with Google Home. I keep getting the error that it requires a Thread Border router. I have a Google TV Streamer and Nest Wifi that are all thread border routers. I've confirmed that they are active. My one border router is about 5 feet from the lock, so I don't think proximity is an issue. Wi-Fi does have IPv6 enabled as well. I've tried restarting everything multiple times to no avail. I can't get it to connect. One of the times I booted it up it did prompt me to add it in the app. I got hopeful but then it was the same error in the end. Don't know how to resolve this at this point as I've tried every troubleshooting thing multiple times and then some. Anyone have any luck setting this up?

[papi_164654]

I am in the same situation as you and a reminder why I’ve avoided Google products over the years.  I currently have a Nest Hub (2nd Gen), Apple TV 4K, and upgraded to Nest WiFi Pro all in an effort to integrate my locks.  Nothing has worked and the tech support has been dismal so far.  Good luck!

[Tvorules]

I don't blame Google for this one. I have basically all Google products in my house and they work very well. I've added other matter devices before without an issue. I put this one on Yale. 

[bukepo]

Are you using an Android phone? And is the phone connect to the same Wifi as your border routers? What is the OS version of your phone?

[Tvorules]

Using an up to date Pixel 8. It is on the same network as the border routers. 

[wgtdkp]

Hey Tvorules,

Could you confirm:

1. Is your the account on your current phone the same you used to set up the Google TV Streamer and Nest Wifi?
2. Are you trying to adding the Yale Smart Lock into the same "home" that the TV Streamer and Nest wifi are already in?

If both are true, could you go to Android settings app and take a screenshot of below page? "Settings > Account (or "Google") > all services > Thread Network"

[Tvorules]

Yes all the same accounts and I'm trying to add it to the same home. I pulled the screen you're referring to and it has each listed separately and it says unavailable. 

[wgtdkp]

"unavailable" is the root cause. This is often that you are not using the same account or connecting to the same wifi. But you confirmed that it's not the case...

could you send a feedback from Google Home App? You can click your account icon at top right corner, then click "Feedback". Remember to choose "All devices" when asked "What would you like to file feedback for?", and allow logs access for Google play services.

[Tvorules]

Doesn't make any sense why it would show that way. There's one account that everything is on. 

[wgtdkp]

Yeah, it may be something internal broken...

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could you send a feedback from Google Home App? You can click your account icon at top right corner, then click "Feedback". Remember to choose "All devices" when asked "What would you like to file feedback for?", and allow logs access for Google play services.

I am a Google engineer and can probably help troubleshooting if you could share a feedback.

[Tvorules]

I submitted feedback this morning. 

[Tvorules]

Could it be an issue that my google streamer is showing as one network and the other two devices are showing up as a separate network?

[wgtdkp]

I am not sure if I got you.

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@Tvorules wrote:

Could it be an issue that my google streamer is showing as one network and the other two devices are showing up as a separate network?

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Are you referring to the the Thread network settings page? If yes, it should be okay. 

I am not able to see too much useful information in your feedback and I don't see Nest Wi-Fi device.

Could you please do the Matter device commissioning again and then submit the feedback (add this ID 735144 in the feedback so I can find it) right after the failure? This would help prevent the logging data being invalidated. Thanks for your patience!

[Tvorules]

Apologies I misunderstood your first request and didn't submit the feedback after the failed enrollment. I just tried it again and submitted the feedback. I submitted before I saw the ID in your response. Really appreciate your help. 

[Tvorules]

I got it to work! Appears to be an issue with my phone. On a whim I decided to check the thread networks on my pixel tablet. On there, they showed active. So I set it up successfully through the tablet. Thanks again for your help. Not sure why the phone wouldn't work but it's worth looking into. 

[wgtdkp]

Great to hear it works on your tablet!

To help digging deeper to the issue with your phone, could you share the keywords you inputed in your feedback that I can use to search for it?