Nest Connect and Nest Yale Lock will not connect

[Marc27]

Hi, I’m having trouble connecting a Yale Nest Lock to my wifi and adding to the app.  It appears to be trying to use my Connect in order to join the network as I can see the Connect’s green light change and start flashing after I hold the button on the Nest Yale lock and it says “ready”.  But after seemingly trying for several minutes it ultimately fails to connect and says that it can’t find a Nest product to use to connect.   Any advice?

[janthadeus]

Hi Marc27,

Thanks for reaching out. I’m sorry to hear that. No worries, we’ll check this out — a few questions: how far is your Nest x Yale Lock and Connect from the router? Were there any changes to your Wi-Fi network? Also, what Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?
 

Here are some troubleshooting steps you can try:

• Restart the Connect: 
  • Plug Connect into a power outlet. 
  • Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. 
• Factory reset your Connect. Hold your Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. Keep holding down the button, when the light flashes yellow then goes off, release the button. 
• Remove it from the Nest app. Then, add it back. The recommended router settings are the 2.4 GHz Wi-Fi frequency. 
• Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.

Let me know how it goes.

Thanks,

JT

[janthadeus]

Hey there,

It's me again. I want to make sure you're all good — did those steps work?
 

Regards,

JT

[janthadeus]

Hi there,

Just checking in to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours. 
 

Best,

JT