Nest Connect will not connect

[Spacescience12]

Nest connect will not connect. Keeps getting to the last step of setup and fails there. I usually get a T017 error. Connect and assisting device are very near (within inches of) each other and have good wifi signal. I have tried factory resetting the device (multiple times). Nest app is up to date, phone has been restarted app restated, local network refreshed. Light just flashes blue (have never gotten it to connect and go green). 

[tonysprague]

I'm having very similar issues where our Yale Lock lost connection several months ago and would never pair with the Connect again.  I just installed a new Yale Lock and in the pairing process, it fails in the final steps of connecting the lock to the Connect and the Nest App itself quits.  I subsequently was checking the Connect's settings to see if switching wifi networks would help and in all that, the Connect is now in a frozen state where it wouldn't get to the green light for status checking and now I can't remove it or reconnect it to our account.  Really frustrating how fragile these connections have become and I'm concerned we're going to end up locked out of the house given all that's gone wrong.

[zoeuvre]

Hi folks, 

Thanks for reaching out to us, and I'm sorry to hear about the situation. Let's sort this out.  

@Spacescience12, have you ensured the device is awake and in ready mode? If not, please check for it and then reset the joining Nest Connect again to default.

@tonysprague, what is the exact message or code you're getting on the app as you connect your Nest Connect to it? If you are seeing the same as Spacescience12’s, please also try to to follow the steps I mentioned above.
 

I’ll look forward to your responses. 
 

Best,

Zoe

[Spacescience12]

Thank you for the reply and the help. It is appreciated. Yes, I have reset it and woken it up. The blue light is initially steady but while trying to connect it flashes blue in almost a heartbeat pattern. Then throws the error code on the very last step while trying to set up the Nest network.  Now it is giving the error NA017(0.65). Tried with different assisting products, tried various distance from the router and assisting products. Same issue. Could it be a bad connect?

[tonysprague]

Hi - honestly, I'm likely to move away from the Connect and just use the Yale lock with its Pin code, but not integrate with Nest.  I just ordered a lock from another company that works with Google Assistant and will try that instead of the headaches we've had with the Connect/Nest/Yale combination for these past months.

[zoeuvre]

Hi everyone,

Thanks for the follow-up information. 

@tonysprague, we're sad to see you go. We're always here to help if you ever change your mind. 

@Spacescience12, it could be a bad connection, but, have you already tried to create a new home structure then add your Nest Connect from there? If not, please try to create one and let me know how it goes. 

Regards,

Zoe

[aliasrocks]

This is a bigger problem.  Same issue.  Worked for 2 yrs.  I even did a factory reset 6 months ago to start over with passcode programing.  I note this because I know how it should connect and have been successful.  No long now to get it to connect.  I think the issue is related to connect not thinking it has line power.  I can guarantee it does but the settings info says it does not

[coopa]

I am having the same issue. It's a major problem with the NestxYale Lock and the connect. I cannot get my connect to be seen by my device and it has made it IMPOSSIBLE to set up anything else. This is unacceptable. Please help with actual advice that will fix this problem!

[aliasrocks]

So in my case I could see that it was a connect device issue in that it plugged in but I could see in technical section it had no line power (even though plug was live and verify working) Got a new connect and works perfectly like before

[Lance_L]

Hi everyone,

I apologize for the delayed response and for the issues you are having with Nest Connect. No worries; I’m here to help.

A few questions: are you using an iOS or Android device? How far is the Nest Connect from the router? Do you have any other devices that experience issues with Wi-Fi? Also, are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair? Those devices could interfere with the Wi-Fi or Bluetooth signal.

Let’s try the troubleshooting steps below.

1. Plug the Nest Connect into a power outlet.
2. Press and hold the bottom button until the LED light turns yellow and then blue. This action should reset Nest Connect to factory defaults.
3. After the factory reset, your device will appear as "Offline" in the Nest app until you remove it.
4. To remove it from the app, open the app, then tap Settings > Select Nest Connect > Remove > Confirm.
5. Make sure the phone is on the same Wi-Fi network as the selected network for the Nest device.
6. Bluetooth should be enabled, but it should not be connected to any Bluetooth devices. Disconnect any Bluetooth devices paired to your phone, such as earbuds, smartwatches, etc.
7. Cellular data should be turned off.
8. If you have an iOS device, tap Settings > Privacy > Local Network and turn on Local Network Access for the Nest app.
9. Start adding the device back to the Nest app.

More information here: Set up Nest Connect.

@aliasrocks, I’m glad to hear that your issue has been resolved. Reach out if you have any other questions.

I appreciate your help, Zoe.

Best,

Lance

[Spacescience12]

It worked just fine when added to a new house. It is frustrating but that seems to be working. I will just eventually migrate everything over to the new house as items reach eol and are replaced. 

[Lance_L]

Hello Spacescience12,

Thanks for getting back to me. I genuinely understand the inconvenience you have faced. I'm sorry that you had to go through this, and I understand how you feel. Rest assured that we'll take your experience as feedback. We'll learn from it and deliver a better experience in the future.

Reach out if you have any other questions in the future.

Best regards,

Lance

[ltmcapeME]

Hi! I'm having a similar issue. My Nest Connect recently started thinking there's no AC power when there is, and about a month ago my two Yale+Nest locks began to appear as "offline" for long stretches before coming back. Recently they've just been offline for days. I factory reset by Nest Connect, followed all the steps above, but keep getting a "Failed to add Nest Connect to account" error with NA017(0.65) as the error code. I've tried many times to add it, holding it close to the assisting Nest Protect(s), leaving it plugged in, etc -- but it keeps getting stuck here. What are my options? This is wildly frustrating and bizarre. I'm losing confidence in the entire ecosystem.

[aliasrocks]

Its a dead connect.  I got a new one and it all works fine now.  I don't know if its a software bug or an electrical spike etc fried some of the hardware.

If Google reaches out to ask for a ticket, they might help you out

[ltmcapeME]

Thank you! I hope they'll reach out. In my case, the Connect manages to make it through the first steps of setup (it connects to the other device, it sets itself up with wifi, and even appears as connected on my router status page)... it just refuses to recognize itself as part of the Nest network.

[Lance_L]

Hey ltmcapeME,

Thanks for reaching out to the Community and sharing all the steps you’ve taken so far. I’m sorry to hear that your Nest Connect is having the same issue. Don’t worry; I’m here to help.

Since the steps didn't work on your end, I'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once you're done.

@coopa, I wanted to follow up with you and check if you still needed any help. Have you tried the troubleshooting steps above? If yes, how was it?

Feel free to reach out if you have any questions.

Regards,

Lance

[Lance_L]

Hello everyone, 

@ltmcapeME, we haven’t seen your form submission come through; were you able to access it alright? Let us know if you’re running into trouble or still need our help.

@coopa, do you still need help? Reach out if you have any questions.

Best,

Lance

[Spacescience12]

So it will add to an entire new house just fine. Removed it from the new house, factory reset, and tried to add it to the original house and still same error.