Nest Connect can't find Wifi

[Freestyle]

Note to moderator: please don't close this thread after two days again, this is not our full-time job and because it's so frustrating we sometimes take a break for several weeks.

One month into attempt to set up Next x Yale Lock. We factory reset everything. 

The Wifi and Connect can't find each other. They are physically very close. There was a winning solution on another thread that involved setting up an unsecured guest Wifi network - really?? Anyway Xfinity doesn't allow that. 

The light doesn't not go yellow, it stays blue and times out on the app. Please advise.

[janthadeus]

Hi Freestyle,

We’re sorry for the trouble here. We appreciate your efforts. Let’s sort this out. Do you have an Android or iPhone? Do you have mesh WiFi points? How far is your Connect from the Next Yale x Lock and router? Also, what WiFi frequency band do you try to connect to (2.4 GHz or 5 GHz)?

Here are some troubleshooting steps you can try:

• Restart your Nest Connect: 

1. Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. 
2. Wait for Connect’s light to turn green, which means the restart is complete.
3. Check your Connect if it comes back online in the app.

• Try plugging your Connect into a different outlet that’s about halfway between your lock and router. If that doesn’t work, try again at additional outlets or locations in your home.
• Restart your modem or router. Unplug it from the power outlet, wait for 1 to 2 minutes then plug it back in.
• Factory reset your Connect. Hold down the button until the light pulses blue then flashes yellow. Keep holding down the button until the light goes off. When the light pulses blue it means the reset is complete, try pairing your Connect again to the Nest app.

Let me know how it goes.

Thanks,

JT

[Freestyle]

Thank you janthadeus. Your advice led to one step forward! After restarting the router, the app recognized Connect for the first time. However, when I tried to link Connect with the lock, “the app is having trouble connecting to the assisting Nest product. T030.” I restarted the router again but it didn’t help. 

It seems the wifi is the problem? My wifi is Xfinity, and it cycles between 2.4 GHz & 5 GHz and doesn’t give me an option to change that.

Answers to your other questions: I have an iPhone XR, the Connect is about 8’ from the lock with clear sight lines, in a triangle with the router, also 8’ away. I tried it with the Connect literally next to the router and no luck. I have one single router box that serves the whole house. 

Help! Thank you, Freestyle

[janthadeus]

Hey Freestyle,

Cool, thanks for sharing that with us! Great troubleshooting so far, it looks like we need the help of your internet service provider this time. Have them set up a separate 2.4 GHz WiFi network so that you can pair your lock without any issues. 

Have a look at this article and let us know if you need more help: Update WiFi network and router settings.

Cheers

JT

[janthadeus]

Hi there,

Checking in to see if you still need help with this. In case there are any follow-up questions or comments, feel free to update this thread and we're happy to assist you further. 
 

Thanks,

JT

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad