Google Nest Community

MRBTE · ‎09-19-2022

On Sunday my Yale lock just randomly dropped offline. I have tried all troubleshooting with no luck. I have the Connect device about 3 feet away and have verrified it's connection to the WiFi. All of my WiFi devices are Google or Nest devices.
ANy ideas as to what the issues are?

Jwilli5150 · ‎09-19-2022

I am having the same issue. Yale lock went offline on Saturday and have not been able to reconnect. Factory reset the lock and the nest connect, check wifi and connection. All seems good but still will not connect. Never had an issue before. Have had lock and connect setup for over 3 yrs.. super frustrating!!

Ddish81 · ‎09-19-2022

Same here. Have only had mine for about 5 months but no issues until this last Thursday evening (9/25) it went offline randomly. Did a factory reset, checked all my Wi-Fi connections, nest connect restart. Nothing has worked. The lock will not sync with the nest app. Very frustrating

Brad · ‎11-03-2022

Hi there,

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns.

Best regards,

Brad

Chris231 · ‎12-18-2022

Having the same issue and nest lock is saying offline

Briand · ‎09-23-2022

I have the same issue. My Yale lock went offline on 9/14 midday and I have tried all the troubleshooting steps for the Nest Connect. Nothing has resolved the issue.

Crackers · ‎09-23-2022

Could this be related to Google removing the Extender capabilities form the nest hub max in preparation for the matter standard? I believe that was last week when the firmware was pushed out. It was stated that the locks would be affected by this.

Jwilli5150 · ‎09-23-2022

It probably is, but I already had a nest connect, this should not have affected the lock. Poor planning on their part. Seems like another update with a fix is needed asap!

MRBTE · ‎09-23-2022

Sad part is, while I have the Nesthb max, but I use a Nest Connect.

Brad · ‎09-23-2022

Hi there,

I am sorry to hear that you are having this issue with your Yale lock! If you haven't already, you can learn here how to factory reset your Yale lock, which may help to reset issues it may be having.

Best regards,

Brad

Jwilli5150 · ‎09-23-2022

I have factory reset my lock and my nest connect. Connect is online with a good signal, lock still can not find it. All troubleshooting steps are useless.. the trouble remains! No online Yale lock..

MRBTE · ‎09-24-2022

I've done that, still offline. Like I've said I think the update that was pushed did this, send like someone needs to look at a rollback plan until this is resolved! Or a refund!

Brad · ‎09-28-2022

Hi there,

Thank you for your feedback! I am sorry to hear you're still experiencing this. I have a great article that goes over some troubleshooting steps for the Nest connect that I would think would be helpful, which you can find here. Please let me know if you need further assistance.

Best regards,

Brad

MRBTE · ‎09-28-2022

My nest connect is not the problem, it is on-line and I can see it in my network. The problem is the nest-yale lock. It is offline and resetting it does nothing. This all started when Google pushed out the update to remove the nest hub max as an option for the locks instead of the nest connect. While I have a Nest Hub Max, I've never used it in place of the nest connect. As an IT professional I know that sometimes updates need to be rolled back. I think this is one that needs to be rolled back without a doubt! Admit it, the update broke the system!

Brad · ‎10-03-2022

Hey there,

I am sorry to hear many of you are experiencing this. I know I would feel similar if I were in your place. We’re always looking for ways to improve, and appreciate your feedback. You can send it at any time using your devices by saying, "Hey Google, send feedback," or by following the steps found here.

Best regards,
Brad

MRBTE · ‎10-03-2022

The steps do nothing! Someone needs to roll back the stupid update that went out! It was a failure and someone needs to own up to it and stop telling everyone to try the steps, that don't do anything!

Ddish81 · ‎09-28-2022

Thanks Brad. I tried all of these previously and none helped. Really seems like the update messed up the Yale lock. Hoping you guys figure it out instead of giving this same response to everyone that does nothing but waste time. Thanks

Jwilli5150 · ‎09-29-2022

Thanks Brad. Waiting for nest to push a bug fix for the update to fix this issue. Obviously, none of the troubleshooting steps work… This issue is ridiculous and super frustrating for those who spent the time and money to purchase this lock … lack of a fix soon shows no regard for consumer!

toocoolmac · ‎09-25-2022

I'm in the same boat. I have two Yale Nest deadbolts that were both showing offline a couple days ago. I factory reset the connect, and after many attempts, it finally completed setup successfully. I then factory reset both locks (which requires removing the batteries and two screws to access the blue reset button...pain in the butt) and they connected, and all seemed fine. Then two days later, they're down again, and I can't get the connect to connect even after a factory reset. Truly wish I'd never bought a Google product. Never will again.

IceHedgeHog · ‎10-01-2022

Same here. What a mess!

MRBTE · ‎10-05-2022

Just an update, at about 3 this morning, October 5th, my lock sent 8 notifications that it locked and is now online. Not sure if a patch was applied by Google, or of the old update was rolled back. But my lock is now online and good to go

IceHedgeHog · ‎10-05-2022

Up for a little over 7hrs know offline again.

Ugh!

MRBTE · ‎10-05-2022

I just looked and verified I am still online. Just tested I am able to lock and unlock from my phone as well.

Are you using the Nest Connect device by chance?

IceHedgeHog · ‎10-05-2022

Yes - using Nest connect and the Google access point, Nest Connect and Yale lock are all about 10 feet from each other.

MRBTE · ‎10-05-2022

Hmm, I know I use both as well. My connect is only about 5 feet away. Have you tried to pair the Connect back to the Wifi again by chance?

IceHedgeHog · ‎10-05-2022

I did a few days ago when I did a factory reset. The nest connect shows that its online with the wifi. I'm going to see if it corrects itself and then do a hard reset again. What a PITA!

Jwilli5150 · ‎10-06-2022

Just tried again to connect. Nest connect online with good signal, 5ft from lock, factory reset lock, and again no luck. If we continue to get .. “try these troubleshooting solutions” as an answer to this issue with no success. A full refund or replacement of product should be done! This is an absolute disgrace!

MRBTE · ‎10-05-2022

If you want to reach out to me directly, I am happy to try and assist you in any way possible. Just let me know.

IceHedgeHog · ‎10-05-2022

Appreciate the offer, let's see what happens over the next few days. If it doesn't hold on to a connection I'll do a factory reset again of both devices. Then I may bug you if that doesn't work.

Brad · ‎10-12-2022

Hey there,

Sorry to hear that some of you are still experiencing this. If you have tried all suggested troubleshooting so far and are still seeing this concern, please fill out this form, and a higher tier of support will reach out to you.

Best regards,

Brad

MRBTE · ‎10-12-2022

Mine came back on line randomly so I am guessing there was a patch pushed out or the patch that broke it was rolled back.

Brad · ‎10-13-2022

@MRBTE

I am relieved to hear that it is working for you now! If it has been resolved, we'll go leave this thread open for a little longer for follow-up questions or concerns.

Best regards,

Brad

IceHedgeHog · ‎10-15-2022

Mine was online with no drops for a few days. Now it’s back to its broken state again! On line then offline then online, etc.

Jwilli5150 · ‎10-21-2022

After being contacted by google nest community advisor(Randy), a replacement Nest Connect was shipped within 2 days. All is right now! Connect is online and my lock is back online and viewable in the app…

Thanks to Randy for the quick response and solution!!

MRBTE · ‎10-21-2022

I am glad they actually responded to someone! Mine just came up and has worked ever since. I am still going to say the pushed out a silent fix or silent rollback to resolve the issue.

Brad · ‎11-07-2022

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

MRBTE · ‎11-07-2022

My lock is back online and stable. Not sure of others though

Brad · ‎11-08-2022

Hi there,

Glad to hear that your services are back online! Please let us know if anything changes, but we will leave this thread open for a little while longer for follow-up questions or concerns.

Best regards,

Brad

VT16 · ‎11-14-2022

Was there a resolution or actionable item here? My Yale lock keeps sporadically going offline too. I would restart the Yale lock and it would work for a few days before going offline again. Very frustrating because we have had no issues for over a year!

IceHedgeHog · ‎11-14-2022

Not really. I moved a Google AP further away from the Nest Connect and just kept resetting the lock. Problem for now seems to have gone away.

Google Nest Community

Nest Yale lock offline