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I can’t connect my Nest Yale lock with Nest connect

Yboza
Community Member

Hi-I'm hoping someone can help me out. I am unable to re-connect my Nest Yale lock to my Nest Connect. I have had a Nest Yale lock connected to my Nest Connect and associated to Nest Home Account for almost 2 years. What happened now with Nest?

34 REPLIES 34

Jborcherding
Community Member

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.

Hi there,

 

We're sad to see you go. We hope we can make it up to you in the future. We're always here to help if you ever change your mind. Also, please be advised that this thread will be locked after 24 hours. Feel free to start a new thread and we'll be happy to help.

 

Best regards,

JT

Brad
Community Specialist
Community Specialist

Hi there, 

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. 

Best regards, 
Brad

Hey Brad,

 

The only change that was made to my WiFi was the constant power cycling I’ve done to try and resolve this issue, along with creating a separate 2.4ghz network solely for the Nest Connect and lock. This did not work.

Brad
Community Specialist
Community Specialist

Hi there,

 

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.

 

Best regards,

Brad

 Brad,

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. 

Keitheschmidt
Community Member

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.

Hi there,

 

We appreciate your efforts here. We’d like to further check on this — could you fill out this form and let me know once you’re done?

 

Looking forward to your response.

 

Best,

JT

Thanks JT, I already filled this form out per Brad's recommendation in a separate thread I'm on regarding this issue.

Brad
Community Specialist
Community Specialist

Hi folks,

 

Please fill out this support form, and a higher tier of support will reach out to you with next steps.

 

Best regards,

Brad

Yboza
Community Member

Hello, what can I do, the same thing happens to me?

Brad
Community Specialist
Community Specialist

@Vboza

 

Use the link I provided to get in contact with support, who can get you the assistance you need. Thank you for your patience.

 

Best regards,

Brad

Yboza
Community Member

I already filled the form

EmersonB
Community Specialist
Community Specialist

Hello everyone,

 

@Yboza and @Jborcherding we got your form — thanks for filling it out. Our team will reach out to you via email anytime soon and you may continue the conversation there to avoid confusion.

 

@Keitheschmidt we haven't received your form — were you able to fill it out?

 

Keep us posted.

 

Thanks,
Emerson

Yboza
Community Member

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.

fender
Community Member

I got the same canned response from "support" as well. 😞  I'm working now to find a way to return the product for a refund.

janthadeus
Community Specialist
Community Specialist

Hi there,
 

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.

 

Best,

JT

I have yet to get an email on someone to help me. Please send asap

janthadeus
Community Specialist
Community Specialist

Hey there,

 

Shyett, we haven't received your form. Were you able to fill it out? Still need our help?

 

Clareelko, our team has sent you an email for the next step. Let's continue through that channel.

 

Best regards,

JT

No, I didn’t fill out the form. I decided to buy a different lock and return the Yale.  Had absolutely no problem with the other brand.

janthadeus
Community Specialist
Community Specialist

Hi Shyett,
 

I'm sorry to hear about your experience. Don’t give up on us yet. Please also fill out the form so we can further assist you.
 

Thanks,

JT

I just submitted mine. It had reconnected after my reset, but 4 days later it lost its connection tion again.

Hey folks,

 

@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?
 

Best,

Princess

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 filled out form as well, but no answer on lock that won’t connect. 

Thanks Brad, I've filled this out.

Brad
Community Specialist
Community Specialist

@Jborcherding

 

Thank you for filling out the support form. You should hear back from support soon. Thank you for your patience.

 

Best regards,

Brad

fender
Community Member

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. 

janthadeus
Community Specialist
Community Specialist

Hey fender,

 

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.

 

Thanks for the help here, Brad and Emerson.

 

Best,
JT

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 

Hey Clareelko,

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 am experiencing the something went wrong message T013(4096) after troubleshooting many of the options. 

Shyett
Community Member

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.

Shyett
Community Member

The new lock works great with no complications.