Nest Yale Lock offline.

[Angie10]

Hello. My nest x Yale lock went offline today. The funny thing is that my mothers nest x Yale lock also went offline and she is in a different house with different network and different email account. For my lock, I migrated my nest account to google. I have updated the nest app. I reset the nest connect. I did a hard reset to the lock and set everything back up on the nest account via the google home app. I got the lock back online for about 30 minutes and it is back offline again!!!

for my mothers house, I went to my mothers house to try and attempt and fix her issue doing a hard reset but I can’t even add the nest connect back to her account. 
this is so frustrating… 

What is going on? 

[sicsacol]

Hi @Angie10,

Thanks for reaching out to the community. I'm sorry to hear both your Nest x Yale Lock and your mother's lock went offline at the same time. I understand how frustrating it must be, especially as it only stayed online for about 30 minutes before going offline again. I appreciate the troubleshooting steps you've taken, including updating the Nest app, resetting your Nest Connect, and even performing a hard reset on your lock devices. No worries, I'd be glad to assist you.

Since you've already tried multiple troubleshooting steps to resolve the connectivity issue with no success, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. Please make sure to add the link of this thread and your community username.

Cheers,
Jonathan