Adding a Nest x Yale Lock - After power outage and replacing Nest Connect

[NestNotTheBest]

We had issues reconnecting our Yale lock after a power outage. The nest connect just did not like what was going on. We reset the Yale lock to factiry and were able to set the master. Just could not re-add to the system thereafter. So, we purchased a new Nest Connect, added to the system, and still, the Yale lock cannot find the Nest Connect (even if its inches away during setup).

Wifi is 2.4 (all Nest cameras are working)

Nest connect is connected to the 2.4 wifi network, as is the user trying to add the lock.

We believe the batteries are fresh, but are going to replace at our next attempt (I am 1000 miles away, and do not have a VPN to the site unfortunately).

We may do another factory reset of the lock, but would rather not. Our model requires some disassembly to access the reset button. Since it has been reset once, I do not see the point.

[virnab]

Hi NestNotTheBest,

Thanks for posting in the community.

I can see how concerning it is that your Nest x Yale Lock is still unable to find the Nest Connect after a factory reset and even after you bought a new one. I appreciate you providing all the details, and I can understand the inconvenience of troubleshooting from a distance. Don’t worry, help is here.

To help me get to the bottom of this, please answer the following questions:

• Are you using the latest version of the Nest app? If not, this Google Nest Help Center article provides helpful instructions: Update Nest products and the app

• How far is the Connect from your WiFi router?
• Are there any walls, mirrors, microwave appliances, or Bluetooth devices between the Connect and the router?
• How many Nest Connects do you have? Are they all online?
• How far is your Lock from the Connect?
• Are there any walls, mirrors, microwave appliances, or Bluetooth devices between the Connect and the Lock?
• Can you check the Nest x Yale Lock’s battery level?

Please keep me posted.

Best regards,

Virna

[NestNotTheBest]

Note, this is a setup that has been static for over 6 years. Also, I am an IT professional.

Nest app is the latest. I am working with someone remotely as I am 1000 miles away for the site. User is on Android and we authorized them into our system so they could troubleshoot.

One single Nest Connect

Batteries have always been fresh.

Nest Connect is approx 25 feet from the high end router (has been for over 6 years as stated before.) We have tried several locations in the kitchen area and it has maintained connection to wifi. Wifi (2.4GHz set up on a tp-link AC100 Mesh router, Spectrum Internet. Password protected network) should not be an issue as all of our 4 Nest cameras have maintained connection (even after outages).

No mirrors, no microwaves between the nest connect and the lock. Its primary location for the past 6+ years has been the outlet behind the refrigerator, 2 feet to the right of the lock on same wall. We have moved to several areas, even inches from the Yale lock, with no success.

The issue here is the lock will not connect to the Nest Connect, cannot be added to the app.

1. We purchased a new Nest Connect as we thought maybe the old one was failing. Did not work (out $70)

2. We have tried having the user in airplane mode with Wifi and Bluetooth enabled, and holding the lock button down during the pairing phase (some youtubers have used this method with success). No dice.

3. We have tried using the users Hotspot, connecting the Nest Connect to her hotspot, then trying to add the lock (thus eliminating wifi issue factors). No dice

4. We reset  the Nest Connect to factory default, reconnected to the wifi, and tried method 2 again. No luck

Nest connect has always been within 3 feet of the lock. In testing, in has always been within 10 feet.

[NestNotTheBest]

This method has been tried:

youtube.com/watch?v=WbyPM_oCrMQ&pp=ygUUWWFsZSBYIE5lc3QgbG9jayBmaXg%3D

[NestNotTheBest]

Also, we reset the lock at the outset of everything because the none of the previous configured codes were working. We had to reset and have been using the master code since. Not ideal.

[virnab]

Hi NestNotTheBest,

Thanks for your prompt response! I appreciate the time you invested to provide me with the requested information. Your details help me better assist you. Let's continue working to resolve this inconvenience.

Based on the information you provided, I recommend you try the following troubleshooting steps:

1. Remove the Nest x Yale Lock and the Nest Connect from the Nest app. You can refer to this Google Nest Help Center article to learn more: Remove a product from your account.
2. If you have already factory reset the Nest x Yale Lock, we'll need to factory reset the Nest Connect. Please follow these instructions:
1. Plug the Connect into a power outlet.
2. Hold down the Connect's button until the light pulses blue (about 10 seconds), and then release the button.
3. Wait for the Connect's light to turn green, which means the restart is complete.
3. Set up your Nest Connect:
1. Open the Nest app.
2. Tap Settings, then select Add product (the plus symbol).
3. Scan the QR code on the back of your Connect.
4. Plug your Nest Connect into a wall outlet between your Nest products to help extend the range.
4. Set up your Nest x Yale Lock. If you were able to connect the Nest Connect, you can proceed to set up the lock. Please check the instructions in this Google Nest Help Center article: Nest × Yale Lock installation and setup.

If you are not able to connect your Nest Connect, please go to the next step.

1. Restart your modem or router:
1. Disconnect your WiFi modem or router from the power socket and leave it unplugged for 2 minutes.
2. Check if the router's LED lights are off when it's unplugged. Some routers have backup battery packs, so you may need to disconnect these to ensure the router completely turns off.
3. After 2 minutes have passed, plug in the router.
4. Once the router's LED lights are on and the network name appears on your mobile device's WiFi list, verify that you can connect your Nest Connect and your Nest x Yale Lock.

Please let me know how it goes,

Best regards,

Virna

[NestNotTheBest]

All of these processes have been attempted in the past with NO remedy to the issue.

[virnab]

Hi NestNotTheBest,

I'm sorry to hear that the troubleshooting procedures suggested did not help you to reconnect your Nest x Yale Lock and the Nest Connect. It is my pleasure to assist you with this matter.

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,

Virna

[NestNotTheBest]

If the lock is not calibrating proper, would it have issues being added to a Nest Connect? 

[virnab]

Hi NestNotTheBest,

The Google team will look if that is a fact that is affecting the connection.  Could you please let me know if you already fill out this form?

I will be looking forward to your response.

Regards,

Virna