I too have been experiencing this problem. I bought the Yale lock a year ago and just got around to installing this in a new door last week. I had problems immediately when trying to setup the Nest Connect through the Nest app. I was constantly getting a "something went wrong" error stating that the Nest Connect could not connect to WiFi. Surprisingly the Nest Connect was always showing a green light as if everything was connected just fine. After factory resetting the Nest Connect multiple times I would finally get the Nest Connect to connect to WiFi. Then came the challenge of getting the Yale Lock to communicate with the Nest Connect. Same story, I had to factory reset both the Nest Connect AGAIN and the Yale Lock about half a dozen times before finally getting the two to communicate. I thought I was in the clear. Yale lock was connected and I had remote access through the Google Home and Nest app to lock and unlock my door. After an hour or two, the lock was offline. When going through the Nest app and looking at the technical info for the Nest Connect device, it showed WiFi was offline. Even though running the 'check connection' showed green light and reconnecting WiFi through the app seemed to work, I moved the Nest Connect closer, still nothing would get the Yale Lock and Connect to communicate.
I took a gamble and purchased a new Nest Connect thinking maybe the original with the Yale lock was faulty. Connection process ran into problems similarly to the first but it was a bit smoother getting the Nest Connect to connect to WiFi. After having to factory reset both the Nest Connect and Yale Lock a 14th time, both were connected. Unfortunately just like the first scenario, both disconnected after about an hour. I even tried as others suggested creating a separate 2.4ghz guest network (even though I was connected through my existing 2.4ghz network). This did not work.
I was on the brink of writing off Google for good and going with SimpliSafe until I started seeing others in here having a similar issue. This leads me to believe it's a software issue and hopefully fixable.
I apologize for my late response, and thank you for all of your patience while waiting for a reply. I understand how upsetting this may be, and I'm happy to assist you with this. Have you recently made any changes to your Wi-Fi connection or router? That could be why the Connect isn't connecting to your network.
Have you tried to factory reset your lock? If you haven't already, you can learn here how to factory reset your Yale lock, which may help to reset issues it may be having. Please let me know if you need further assistance.
as stated in my original post, both the Connect and the lock have been factory reset multiple times. I’ve already done everything that is being suggested by basic support staff. I’ve completed every troubleshooting guide, article and link. Please see every single post about this that you’ve replied to, Brad, and escalate this.
I have not changed anything for the two years we have had it set up. My lock says it is offline in the app. After factory resetting both the lock and the connect device, it all reconnected and then still says offline. New batteries. The devices are 5 ft apart. It is really frustrating that it just stopped. We have loved this lock until now.
@Keitheschmidt we haven't received your form — were you able to fill it out?
Keep us posted.
Hello, I received your email, and it didn't help me at all, it only told me how to get to the NEST page where it says how the problem would supposedly be solved. I had already tried that before communicating with you. Three days ago Nest connect was (it had been several days without connecting) connected again and just today it was disconnected again. Please can you help me with this problem, I see that you do nothing to solve this problem.
Clareelko, our team has sent you an email for the next steps, please check your inbox or spam email. Let's continue through that channel.
Texasaustin, I'm checking back in to see if you are able to fill out the form. If not, please do so, so we can assist you further with your concern. You can fill it out here.
I appreciate the help here, Princess.
@Keitheschmidt, we've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.
@texasaustin, have you already filled out the form?
Lock the thread if you want, but I still have no answers. The locks still don’t work. And I have gotten zero answers. I have been sent the link to the trouble shooting page 10 times. None of those worked. Is there no one that can fix this for me?
I just bought a connect and a lock and I am having this same issue. According to the app, it will occasionally reconnect for an hour or two, but spend much more time offline than on. I've followed all the factory reset steps multiple times.
I am having the exact same issue. I have spent 3 hours on a call with support, gone through all the work arounds and nothing. In the setup process for my lock, it keeps stopping at connecting with the nest connect. I have reset, deleted, hard reset, turned off wifi, and every other thing I could find. Yet nothing. These were working fine till I migrated to google. Now, nothing. Please help
It's clear there's an issue on Google/Nests end that they need to investigate. Hopefully with us filling out the form that Brad linked up top will give them enough information to look into this issue.
I have spent 10 hours trying everything recommended and cannot get lock to connect. I will be buying a different brand and returning this one, after paying someone $60 to install it yesterday! Very disappointed.