Nest Connect Will Not Setup

[Ycmford]

My Nest Connect, for my Nest X Yale lock, will not connect. All it does is flash blue before 'going to sleep'. I went through every troubleshooting tactic I could find. Heres what I tried:

Restarted my phone

Reset the Nest Connect

Turned off Mobile Data on my phone

Moved the Connect closer to the router (when plugged in, its about 8 feet from the router)

Turning off security on the router

Turned router to only broadcast 2.4 ghtz

Everything I tried doesn't work. It never turns green as it should. When trying to set it up in the Nest app, I've tried both the QR code and the code on the back of the Connect, and I get the same response where Nest cannot set it up. I don't get any error codes. It just says it can't find the Connect. I only have 1 wifi network in my house. Help!

[Lance_L]

Hi Ycmford,

Oh no! I’m sorry to hear that you’re having issues with Nest Connect. I appreciate you sharing all the steps you’ve already taken. I’d be happy to help you with this.

Just to make sure we’re on the same page, was the Nest Connect plugged into a power outlet when it was reset? If not, follow the steps below:

1. Plug Nest Connect into a power outlet. Press and hold the bottom button until the LED light turns yellow and then blue. This action should reset Nest Connect to the factory default.
2. Set up Nest Connect again.

Keep me posted.

Regards,

Lance

[Ycmford]

Hi Lance! I was able to figure it out. I had to delete all of my Nest devices on my account, install the Nest Connect, then reinstall everything. What a pain in the butt!

Rob

[Geetha]

I have the same issue. I tried the factory reset like Lance suggested above to no luck. 

[Lance_L]

Hello everyone,

@Geetha, thanks for joining the discussion and trying out the recommended steps above. I’d be happy to help you with your Nest Connect. Since the steps didn’t work on your end, I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

@Ycmford, how’s it going with your Nest Connect? Have you had a chance to perform the steps above? Feel free to reach out if you still need help.

Cheers,

Lance

[AdamHook57]

@Lance_L 

Lance,

I have an open case with Google Nest customer support (case ID 4-7214000036063) and one with the Google Store (case ID  9-7737000035196) surrounding the free Nest Connect device for eligible Nest Secure and Nest Yale Lock users, which clearly I am because I have been using the two devices in tandem for years. Unfortunately I never got, or deleted the email surrounding the free Newt Connect promotion and have yet to find anyone who can help me redeem this and get my lock back online. Given the circumstances here I refuse to spend $70 on a device I should never have had to purchase and have yet to get to anyone in the call center able to help me. Can you please look into these cases for me and let me know what my options are here? Having a Yale lock that won’t connect to WiFi is rather frustrating and worthless. Thanks in advance Lance. 

[Geetha]

@AdamHook57 - I think they are sending faulty ones in the name of “free”. This is such an annoying experience. 

I spent over 6 hours now, 3 of them with their technician. 

[AdamHook57]

Yup @Geetha ! Could totally see that being the case. Such a classic example of big tech corporate greed and what happens when you prioritize profits over customer experience and loyalty. BS if you ask me and hopefully someone has the balls to initiate a class action over this. If Apple had to pay for intentional sabotaging iPhone 6S batteries than why shouldn’t Google have to pay for screwing over millions of loyal Nest customers…..but good luck. 

[AdamHook57]

Any update here @Lance_L ???

[Ycmford]

Geetha, you may have to do what I did. I had to delete all of my devices on my Nest account, install the Connect, then reinstall the devices. It was a pain, but it worked!

Rob

[Lance_L]

Hey there,

@Ycmford, thanks for sharing your experience in resolving your concern. We’re delighted that you were able to find a solution, despite the initial challenges. If you have any further questions or need assistance, don't hesitate to reach out to us at the Nest Help Center.

@Geetha, have you seen Ycmford’s response? Give his suggestions a try and let me know if they help.

All the best,

Lance

[Geetha]

@Lance_L  I have reached out to you through the form. Please help me setup Nest connect.

[Lance_L]

Hey Geetha,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Regards,

Lance

[Geetha]

@Lance_L - I have spent 4 hours with your team on case 1-2776000035632 which is different from the form because I also just contacted customer care. 

This is such a useless piece of device that I spent 4 hours with an agent and 2 hours by myself. 

It just keep showing NA004 and your specialist just keeps telling me to retry and retry when I am right next to the router. 

Here is a related post that I found that says this a faulty device and buying a new device helped. 

Because it is a device you sent me due to nest secure being disconnected, I am asking you to send a new device. 

https://www.googlenestcommunity.com/t5/Security/Nest-Connect-NA004-in-every-scenario/m-p/195651#M231...

[Geetha]

I have too many nest devices that I have been using for 4+ years now. I don't want to remove all of them and add it back. There has to be another way.

I got the Nest connect because they are going to discontinue the Nest secure, and need a bridge for the lock. I will reach out to Lance as he mentioned.