Cannot add Nest Connect to App

[xcibes]

I am trying to add Nest Connect to the Nest App so I can add my Yale/Nest lock but it cannot connect to the nest connect. I am on a 2.4 GHz Wi-Fi, but it does not even give me an option to select a network. Tried connecting completely manually but it does not connect that way either. Tried factory resetting the Nest connect but that doesn’t do anything.  The support website does nothing for me and there is no telephone number to call. Will just have to return the lock if I cannot add it to the nest app. 

[DG2121]

One or more of the wires might be inserted in the wrong port and/or the way you manually entered the wiring into the app may have been incorrect.

This happened to me as well and after some YouTube videos I was able to set it up correctly. 

[jo803]

I had the same issue. "Something went wrong etc......" error message. I followed all of their instructions to the T. I'm an IT professional so I'm pretty good with these things and I could never get the lock and the Nest connect to see each other. Eventually someone is going to tell you to connect to a mobile hotspot to get it to work. It didn't see my phone's hotspot at all and who has a separate mobile hotspot just lying around. I purchased it on the 9th and returned it today for an EUFY lock with a fingerprint sensor and a rechargeable battery.  There are better, cheaper options. Do yourself a favor and get  rid of it.

[xcibes]

I went back to Lowe’s where I bought the Lock and exchanged it thinking the nest connect was defective. I got back home with the replacement and was immediately able to connect with no issues so that confirmed my suspicion. Once I installed the new lock I kept getting a message telling me the deadbolt was stuck, even when the door was opened and there was nothing blocking the deadbolt. So I returned the second lock and just bought a regular double lock set for less than a third of the price of this piece of junk. Never again! These things are not only junk, but there is no such thing as proper support from Google/Nest. The website is absolutely worthless, no way to contact anyone. If you are thinking of buying one of these locks, save yourself the aggravation, time, and expense…walk away. Absolute garbage, and if you cannot talk or chat with an actual customer support person, it just adds insult to injury. 

[Dannydelrio]

Stay away from google products, they are garbage! Customer support sucks  and so do their products! 

[janthadeus]

Hi folks,
 

I’m sorry to hear about your experience setting up your Connect. No worries, we’ll sort this out — a few questions: what’s the status light of your Nest Connect? How far is your Connect from the router? Were there any changes to your Wi-Fi network? Also, what Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?

Give these steps a try:
 

1. Hold down your Connect’s button until the light pulses blue (about 10 seconds). Then, release the button. 
2. Wait for Connect’s light to turn green, which means the restart is complete.
3. Try plugging your Connect into a different power outlet that doesn’t exceed 50 feet from the router
4. Check for sources of wireless interference. Thick walls, floors, appliances, furniture, and even other electronics on the same network can cause interference.
5. Factory reset your Connect. Hold your Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. Keep holding down the button, when the light flashes yellow then goes off, release the button. 
6. The recommended router settings are the 2.4 GHz Wi-Fi frequency. Check out this guide: Troubleshoot offline or disconnected Nest Connect.
7. If all else fails, create a new home structure then set up your Connect.

@jo803 and @xcibes, this is definitely not the experience we want you to have. We hear you — rest assured that we'll take note of it. We'll ensure that we'll learn from your experience as we continually improve our products and services.
 

I appreciate your help, DG2121!

Thanks,

JT

[janthadeus]

Hey there,

It's me again. I want to check if you still need help. Don't hesitate to reach back if you do.

Regards,

JT

[janthadeus]

Hi there,

I haven't heard from you in a while so I'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best,

JT