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Nest Lock / Nest Connect will not connect to my wifi

jgraham37128
Community Member

I’ve had a Nest lock and connect for 5+ years. For the most part it’s worked great until recently. I notice only the door lock continues to fall offline. I troubleshot everything and could not get it to establish a connection. I decided to remove the lock totally and re add it back. However now the Nest Connect will not connect to the app. I’m getting the same error as everyone states Ooops something went wrong. I’ve reset the connect I’ve done everything I know to do. All my other Nest products work fine. Two thermostats, 6 smoke detectors and a camera. I see now there is no support phone number anymore. This is very disheartening. Please someone help me get this back online and the no phone support is an absolute deal breaker for any new Nest products. 

1 REPLY 1

Lance_L
Community Specialist
Community Specialist

Hello jgraham37128,

 

Oh no! I’m sorry to hear that you’re having issues with Nest Connect. I’d be happy to help you with this. Let’s check it out.

 

A few questions: what is the color of the status on the Nest Connect? Are you getting any error messages on the Nest app?

 

Let’s try the troubleshooting steps below:

 

  1. Check for any iOS updates on your mobile device and install them if there are any.
  2. Uninstall the Nest app.
  3. Restart the phone or tablet.
  4. Re-install the Nest app.
  5. Remove Nest Connect from the Nest app.
  6. Plug the Nest Connect into a power outlet.
  7. Press and hold the bottom button until the LED light turns yellow and then blue. This action should reset Nest Connect to factory defaults.
  8. Make sure the phone is on the same Wi-Fi network as the selected network for the Nest device.
  9. 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.
  10. Cellular data should be turned off.
  11. If you have an iOS device, tap Settings > Privacy > Local Network and turn on local network access for the Nest app.
  12. Start adding the device back to the Nest app.
  13. Factory reset the Nest × Yale Lock.
  14. If needed, remove the lock from your account. On the Nest app home screen, select your lock, tap Settings, and then remove the lock.
  15. Connect your lock to the Nest app.

Here’s a handy guide on how to set up Nest Connect.

 

Let me know how it goes.

 

All the best,

Lance