Nest Yale Lock won't connect to Nest Connecy

[gjderhaag]

I factory reset the Yale Lock.  I installed. a new Nest Connect.  The Connect is visible and working in the App.  I go through the connect-routine for the lock after the factory reset.  When asked to press the button on the front I do but do not receive the step down tone and the lock does not state ready to connect.  The App connects to the Connect but the lock won't pair or connect.

[YT026]

our Google Nest × Yale Lock connects to the internet through a Google Nest Connect in your home. It does not directly connect to Wi-Fi. If your Nest x Yale Lock is offline, there are still some ways you can lock and unlock your door.

Here are some things to keep in mind if your lock is offline:

• If your lock can't reach the Nest Connect, it will appear as "Offline" on the Nest app.
• Even if your lock is offline, most passcodes will still work. So will the thumb turn inside your home. Learn more about locking and unlocking.
  
  Note: Anyone with scheduled access to your home won't be able to use a passcode to open the door while the lock is offline.
   
• As long as your lock is offline, it won't be able to send alerts or information to your phone.

You can no longer use Nest Guard as a bridge to connect your Nest x Yale Lock to Wi-Fi. Only a Nest Connect will be able to connect your lock to Wi-Fi. If your lock goes offline, you will not be able to operate your lock with the Nest app, but you will still be able to operate it with the keypad.

If you previously used Nest Guard as a bridge to connect your Nest x Yale Lock to Wi-Fi, you must take action to replace your Nest Guard with a Nest Connect. Eligible users received an email in January 2024 with instructions on how to receive a Nest Connect at no cost. Once you have a Nest Connect, refer to the Help Center article Keep your Nest x Yale Lock connected after support ends for Nest Secure to reconnect your lock.

If you currently own a Nest Connect, you may need to move it closer to your Nest x Yale Lock to connect it to Wi-Fi. If your lock is out of range of a Nest Connect and goes offline, you will not be able to operate your lock with the Nest app, but you will still be able to operate it with the keypad. 

To install a Nest Connect, refer to the Help Center article Set up Nest Connect.

For more details, check the frequently asked questions in this Nest Secure Community Forum update.

[gjderhaag]

Allow me to clarify a bit.  I purchased a new Nest Connect as it appeared that my previous one had failed.  The new Nest Connect is working correctly.  I am not able to connect my existing Nest Yale Lock to the new Nest Connect.  I performed a factory reset of the lock (numerous times).  I am able to set a new master code.  The lock tests the dead bolt action and it is OK.  The lock says it is ready to connect.  I try to add the lock in the Nest App.  The App instructs me to press the White Button on the front of the lock.  That is as far as I can get.  The lock does not do the four step chime and state that the lock is ready to connect.  This is as far as I can get in the install-connect process.

[chaconmorales]

Hi folks,

Thanks for your help @YT026, I really appreciate your post in the community..

@gjderhaag, thanks for reaching out to the Community. I'm sorry to hear your Nest x Yale Lock and Nest Connect won't connect and are not working as expected. But no need to worry, help's here!

I understand that you already followed basic troubleshooting (like reset and restart) to pair you Nest devices again, here are some advanced troubleshooting steps that you can check:

Please make sure to review the process to Factory reset the Nest × Yale Lock because it can be the reason why it never gets ready to be paired:

1. Remove the battery cover.
2. Remove the batteries.
3. Unscrew the 2 screws that hold the interior lock.
4. Remove the interior lock from the back-plate.
5. Hold down the factory reset button while they reinsert the batteries.
6. Once there are 4 beeps, release the factory reset button (please make sure to release the button when the Lock says “erasing all settings").

In addition, please check if there is any pairing error code (like T026 or T013) during the process.

Please check these good articles to Troubleshoot offline or disconnected Nest Connect, Nest × Yale Lock disconnected or offline and to  Set up Nest Connect in case it is needed.

Let me know if you need further assistance.

Best regards, 

Mario

[gjderhaag]

Ok - I purchased a replacement Nest Connect because the old one was erratic.  I purchased a replacement Nest Yale Lock because the old one appeared to no longer be capable of connecting to the Nest Connect.  I installed the new Nest Connect and all seems OK.  I installed the replacement Yale Lock and all is anything but OK.  I followed the installation instructions to the letter - keep in mind that I have installed several.  I installed the batteries.  I receive the verbal notice.  i enter a master pass code and clearly hear 4 tones.  I press the check mark and NOTHING happens.  I tried numerous times.  I even entered a 5 digit code.  Pressing the Check Mark does NOTHING.  Please do not reply with a generic answer.  The exterior touch pad must be faulty.  This is proving to be a very expensive lock installation.  Two locks and two Connects.  What should i do ????

[luciaaa]

Hi, @gjderhaag, 

Thank you for the update. I understand how frustrating it must be to have a malfunctioning checkmark key on a brand new lock. I’m happy to help you with further assistance.

Please try the following steps on the Yale Lock keypad:

• Press firmly when entering your passcode on the keypad. Use more pressure than you would when tapping a phone screen.
• Ensure the keypad screen is clean. If necessary, wipe it with a clean, dry cloth.
• Check if Privacy Mode is enabled. If so, the keypad is disabled and won't accept passcodes. The lock will say, "Please try again at another time." You can turn off Privacy Mode by following the instructions in How to use Privacy Mode on the Nest × Yale Lock.

Please let me know how it goes.

Best regards,

Ana.

[gjderhaag]

I cleaned the touch pad face.  I entered a code per the instructions.  I receive an audible tone after pressing each digit of the code.  I pressed very, very firmly.  I then press the checkmark very, very firmly and once again NOTHING happens.  The lock is not in privacy mode as I do not receive the message you indicated.  Also, the lock is BRAND NEW.  The external touch base must be faulty.  How do I receive a replacement?

[luciaaa]

Hi, @gjderhaag,

Thank you so much for your quick response. I appreciate all the efforts. I’m truly sorry that after following all the troubleshooting steps, the Yale Lock keypad is not responding. 

To receive further assistance for your device, please fill out this form with all the necessary information. Once you've completed the form, let me know. Someone from our higher team will contact you shortly to provide you further assistance.

Keep me posted,

Best regards,

Ana.

[gjderhaag]

I filled out and submitted the form.  

[pereztzum]

Thanks for letting me know, I can confirm your submission..

You will be contacted as soon as one of our Technical Support is available

Regards,
Brandon.
 

[gjderhaag]

I submitted the requested form three days ago and have heard nothing from Google.  I expected better support from one of the world's leading companies.  When should I expect to receive a response and assistance?

[luciaaa]

Hi, @gjderhaag,

Thank you so much for the update. I apologize for the delay in receiving a response from our higher department. They have informed me that an email was sent to you today. Please check your inbox, and if you don’t find it there, please check your spam folder. Thank you again for your patience.

Keep me posted.

Best regards, 

Ana