Keeps going offline

[Ketchnu]

After reading all the issues and having mine go offline at least once a month and struggling to get back online. I’ve come to the conclusion that this is the worst product I’ve seen in a long time. Wish I could get my money back. I have nest doorbell and cameras throughout but this lock is the worst. Shame on y’all 

[zoeuvre]

Hi Ketchnu, 

I'm sorry to hear that you've been experiencing difficulties with your Nest product, specifically the lock, and I understand that encountering issues with a product can be frustrating. Don't give up on us yet—we'd like to further check on this.

To address the issue with your Nest x Yale Lock being offline, a few questions: 

1. Did your Nest x Yale Lock work before?
2. When did the issue start?
3. What do you use to connect your Nest x Yale lock to Wi-Fi — Nest Guard, Nest Connect? Is it online?
   • If you only have a Nest Hub Max in your home structure, beginning late July 2022, you will need to use a Nest Connect. If you don’t have one, you can get one through the Google Store. To identify if this is likely the issue, check what your Nest Hub Max “Operating system version” is. If it begins with the F7 version or later, let me know.
   • If your <Guard or Connect> isn’t on, how far is it from their Wi-Fi router?
   • Are there any walls, mirrors, microwave appliances, or Bluetooth devices between the <Guard or Connect> and the router?
4. How many Nest Connects do you have? Are they all online?
5. Do you have a Nest Detect (motion sensor)? Does it experience the same issue?
6. How far is your Lock from the <Guard or Connect>?
7. Are there any walls, mirrors, microwave appliances, or Bluetooth devices between the <Guard or Connect> and the Lock?

I'll look forward to your response. 

Best,

Zoe