Google Nest Lock and Google Nest Connect report offline when they are not

[paulconti]

Periodically my Nest Yale lock will report itself offline when it usually is not. The only thing I need to do is manually open and close the lock. I also get reports from the Nest Connect that it is using battery backup when it is not.  

I should mention our home has a whole house generator with battery backup. It's never without power. The batteries in the lock are fresh and I use Energizer lithium which go for years, but just to be certain I replace them after 6 months and save those batteriesfor other devices. .

I've moved the Nest connect to different outlets either closer or further away. No difference.  I've restarted and reset both pieces of hardware. No difference.  I've even factory reset both. No difference.

When the lock reports offline it generally resolves itself. And when the connect reports it is using battery power it will report it is no longer using it a short time later.

[aperezdeleon]

Hiya paulconti

Thanks for reaching out to our community! 

It seems you've already tried some troubleshooting steps, which is great. However, you can consider that offline reports could be caused due to the Wi-Fi connection. Here are some tips that could be useful:

• Ensure the Nest Connect and Nest x Yale lock are within 50 feet of each other, with no sources of interference (like microwaves or other wireless devices) or physical barriers (thick walls, mirrors, windows) between them.
• Make sure your Nest app is up-to-date to avoid any connection issues.
• Check for congestion on your Wi-Fi network that could be causing problems. Try monitoring your lock's stability after ensuring no devices are taking a lot of internet bandwidth.

As a last resort, I could also suggest restarting your router to rule out any problems with it.

Let me know how everything goes after trying these steps.

Regards

Angel

[paulconti]

The lock and other Nest devices are on their own wifi network, I subscribe to Verizon Fios with 1.5 mbps bandwidth.  The two devices are 8 feet away and there is nothing in the hallway to interfere.   

[paulconti]

This morning at 10:49 AM Google Home Reported the lock was off line.  I would include a screenshot but there does not appear to be a way to do that. I immediately opened my Nest app which showed the lock was online and working normally.  Again, I would include a screenshot if it were permitted. To me this seems like the Google Home and the Nest app do not coexist peacefully when it comes to the lock.  My doorbell does not have any issues. My Protect device is also happy.  Only the lock behaves this way and it started when I migrated my Nest account to Google Home, as requested.  The problem is within the app software and not created by the end user.

[aperezdeleon]

Hi there paulconti,

Performing another factory reset by following these guides on How to Factory Reset your Nest x Yale Lock and How to Factory Reset your Nest Connect can clear out any temporary software conflicts causing the disconnects.

After resetting each device, you'll need to go through the setup process again in the Nest app to reconnect them to your Wi-Fi network and re-establish any custom settings. You can try adding them to another home structure to rule out any problems the lock might have with the app.

Low battery levels in the Nest x Yale Lock can also contribute to communication issues. While you're performing the reset, go ahead and replace the batteries with fresh ones. This simple step can often eliminate unexpected disconnects caused by weak power.

By following these steps, we can hopefully resolve the frequent disconnections and ensure your lock operates smoothly. 

Please keep me posted on how it goes.

Regards,
Angel.

[paulconti]

I've done ALL of that, multiple times. It's better for a week. Maybe two. And then back again.

It isn't the batteries. I replaced them in February and they are Energizer Lithium.  Those will last at least a year.

There is a firmware issue.  We patiently await your fix.