Lock won't connect anymore... issue during setup

[DanKelly]

In trying to fix connection issues with my Nest Doorbell, I disconnected my Next Connect.  I thought it was what connected the Nest Doorbell to wifi, but I quickly was reminded that it connects the Nest X Yale lock instead... which was removed from my account.

Now, it looks like the Next Connect is connected fine, but the Nest X Yale lock won't connect/add to my account.

1. I've tried removing the batteries for 10 seconds to reset the device.  Then Adding the lock to my account.  I go through the steps.  One step says to hold the main button "until it says it's ready"; but the only thing it ever says is "Privacy mode on" or "Privacy mode off". It never says anything about ready to setup.

So, whenever I get to the connect step in the app it doesn't connect... which takes me back to the screen that tells me to hold the button until it says it's ready.  No matter how long I hold it (I've held it up to a full minute) it never says anything other than "Privacy mode on" or "Privacy mode off". 

2. I've also tried the Airplane Mode hack... turning on Airplane Mode so that no cell service is used from the phone... but having Wifi and Bluetooth on.  Still doesn't work.

One (tiny) positive sign is that my Next Connect has a green light, and when it attempts to connect while adding the new device... The Nest Connect starts blinking blue... so, at least it's trying.  

I have not factory reset yet, because... at least my codes still work.  I factory reset and the lock becomes a really expensive deadbolt.

Just FYI... I have a separate issue with my Nest Doorbell (wired Gen 1).

Here are some screenshots:  

[ByronP]

Hi DanKelly,

Thank you for posting in the community. I'm sorry that you're unable to connect your Nest Yale x Lock to the Nest app and with your Nest Connect. I understand how frustrating this can be. I appreciate the effort to troubleshoot this situation and for the pictures. I'm here to help.

Before I begin, I need to ask a few questions for further assistance:

• When did the situation start?

• Are there any walls, mirrors, microwave appliances, or Bluetooth devices between the Nest Connect and your router?

• How many Nest Connects do you have?

• How far is your Nest Yale x Lock from your Nest Connect?

• Are there any walls, mirrors, microwave appliances, or Bluetooth devices between your Nest Connect and your Nest Yale x Lock?

Please keep me posted. I'll look forward to your response.

Regards,

Byron

[DanKelly]

I had the lock (and doorbell - wired Gen 1) connected and working for three years.

My doorbell stopped working. During an attempt to try whatever I could to fix that, I thought I needed to reset my Next Connect... when I did, the door LOCK was removed from my app.

I have an open floorplan house with a router (Asus Zen Wifi) directly upstairs and one in my living room. There is a clear path to the Next Connect. 

And, the Next COnnect in 3 feet from the lock, with nothing blocking it.

I have only one Next Connect.

[DanKelly]

I tried to connect a new doorbell today, with no success.  IT won't factory reset. (After literally 17 tries, it finally reset.)

I tried to connect the lock again, but I had the same issues.

The app says to hold down the button until it says it's ready.  But, the only thing it ever says is "privacy mode off" or "privacy mode on". It doesn't say or do anything else.

[ByronP]

Hi DanKelly,

Thank you for your response. I appreciate the detailed information. 

Based on your answers, please do the following:

1. Verify that the distance between Nest Connect and Nest x Yale Lock doesn't exceed 50 feet. The Connect should ideally be placed equidistant between the Wi-Fi AP and the lock when possible.

2. Check and (if possible) remove interfering signals (other wireless devices, microwaves, etc.). Avoid physical interference (thickness and type of walls, mirrors, windows, etc.) to reduce the distance or increase the line of sight.

3. Check the version number on the Nest app (and update if necessary); here are the steps to check on each device version:

• For Android: Settings, then Apps, and then Nest.

• For iOS: Settings, then Nest, then Nest Settings, and then Version.

4. Check the Nest x Yale Lock's battery level. Note: If the battery level is low, please replace the old batteries with fresh ones.

Let me know how it goes and keep me posted.

Regards,

Byron

[DanKelly]

I tried everything suggested here and more...  many times.

The only thing that worked was a complete factory reset.  It did remove all my settings, but THANKFULLY it connected again.

[ByronP]

Hi DanKelly,

Thank you for your response. I appreciate the effort to troubleshoot this situation. I'm glad that it was resolved.

Don't hesitate to reach out to the community if you need any further assistance.

Regards,

Byron