Nest Yale doorlock and Nest Connect

[plapres2]

I had a doorlock for the past few years.  Now adding a new one to another door.  I have changed my wi-fi network name and password. This occurred prior to adding the new nest yale lock.  I have a Deco 6e Mesh system.  My problem is the Nest Connect. Try as I might I cannot get the Connect to link with the wi-fi.  I follow the set up instructions to the letter, the light flashes blue (ready to connect) and never goes to solid green. This was a the recommended testing stage AFTER it was helped by a nearby Protect unit and it indicated that it was connected to my network. That next step of pulling the plug holding the button yielded a blinking blue light that turned to yellow. This is where I'm stuck. Any suggestions? My door lock, perhaps 3-4 years old, works fine but it's not connected and the new door lock is installed but I can't set it up with a code nor link it to my wi fi network.

[sicsacol]

Hi @plapres2,

Thanks for reaching out to the community page. I'm sorry to hear you're having difficulties connecting your Nest Connect to your network. I appreciate your troubleshooting efforts and the information shared. No worries, let's work together to get this resolved. Just to confirm the information shared, could you please tell me:

• Do you have another Nest Connect for each Nest × Yale Lock, or just one?
• What's the current status light of your Nest Connect?
• Does the Nest Connect show as connected in the Nest app?
• Have you already factory reset your Nest Connect and your Nest × Yale Lock?

Any additional details you can provide will be helpful.

Regards,
Jonathan

[plapres2]

Yes, I have two Nest Connects -- one from a door lock I installed 3-4 years ago, and another that came with this latest lock.  With this most recent iteration, the light is blinking blue.  It has never achieved solid green.  It goes through the steps where it seems to connect with my wi-fi, then it requests that I test it unplugged.  Blinking blue all the while the earlier messages was that it was installing--this has happened 3-4 times with the same result.  I use a nearby Protect device to assist in the connection.  All the while I see the Connect in the Next app (following the reading of the code.  The Connect that I've had awhile has perhaps never worked or maybe it did.  I've never tested it.  I've factory reset each Connect (holding the button until the light turns yellow).  No, I have not reset the lock as I was working independently to get the Connect online.  It never happened as I mentioned but the plan was to start up the Lock after a connection was made.  As it stands I entered the new lock entry code and it is not connected.  The other lock also continues to work as a lock but there is no wireless connection with it either.

[sicsacol]

Hi @plapres2,

Thanks for your reply. 

Based on your information, it seems you're stuck on the testing screen. Isn't there a skip test option? Could you please tell me how far your Nest Connect is from your router? I also recommend you perform a factory reset of your Nest Connect by:

• Hold the wake button down for 13 seconds or until the LED turns solid yellow .
• Once the LED turns a solid yellow, continue to hold down the wake button for another 10 seconds. If the button is released before the 10 seconds are up, the factory reset will fail.
• To cancel, press the button again.
• After 10 seconds, release the button. The LED will stop, and the settings will now be erased.

Please keep me updated on how it goes after trying these steps.

Regards,

Jonathan 

[plapres2]

Genius, it worked and I was able to connect the new (front door) lock to the nearby Connect.   I think your asking me to hold the button for an extra 10 seconds made all the difference, for the first time the light on the Connect turned green for the first time.  Now I'm trying to connect that same Connect to an older Yale Lock (about 3-4 years).  When I did so, I scanned the code, then pushed the button and awaited for the "ready" sound. Instead it said an entirely different message (something like "the security lock is on"), then the Nest App quit.  This happened about 2-3 times in the same way.  Any thoughts on this?

[sicsacol]

Hi @plapres2,

Thanks for your update. I'm glad to hear you finally got your Nest Connect and one of your Nest x Yale locks added back to the app.

Since you've already done the factory reset for the Nest Connect, I recommend performing a factory reset for the Nest x Yale Lock that you can't add. After the reset, please try adding it back and see if that works. You can find instructions on how to factory reset your Nest × Yale Lock in this article: Factory reset the Nest × Yale Lock.

Hope this information helps.

Regards,
Jonathan