Nest connect not connecting when trying to install lock

[HMc14583]

My Nest Yale Lock  worked great until recently. It went offline and have had no luck reconnecting it. While we are able to set codes manually, we can’t connect it to the app for remote unlocking. I’ve read the threads and tried everything from resetting the lock and Nest Connect to factory resets to rebooting my router to removing and reconnecting my Nest Connect to the app. The Nest Connect worked fine before. Even though it shows up in the app, the lock can’t find it when I try to connect to lock to the app. Any ideas?

[Darcoby]

Interesting, as of yesterday I've had the same issue.

[Lance_L]

Hey everyone,

Thanks for reaching out to the Community and for sharing all the steps you’ve tried to fix the issue. Let’s check it out.

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

Please try the troubleshooting steps below:

1. Check for any iOS or Android updates and install them if there’s any.
2. Uninstall the Nest app.
3. Restart the mobile device.
4. Reinstall the Nest app.
5. Restart Nest Connect.
6. Switch to the home structure where the Nest Connect was added.
7. Make sure the phone is connected to the same Wi-Fi network as the selected network for the Nest device.
8. 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.
9. Cellular data should be turned off.
10. On the iOS device, tap Settings > Privacy > Local Network and turn on Local Network Access for the Google Home app.
11. Start adding the device back to the Nest app.

Here’s a handy guide with additional steps to help you troubleshoot connection errors during Nest × Yale Lock setup.

Let me know how it goes.

Best,

Lance

[jeffreybaumer]

I have a similar issue and have gone thru the reinstall process only to have the Lock Light red and the keypad is non responsive

[jeffreybaumer]

The light is Red and the keypad is not active.  I get the error T026(4072) error code

Any ideas?

[Lance_L]

Hi folks,

@HMc14583, I’m happy to hear that the issue has been resolved. Thanks for sharing your resolution with the Community.

@Darcoby, thanks for joining the discussion. Have you had any chance to try the troubleshooting steps above? If yes, how was it?

@jeffreybaumer, the red light on the Nest x Yale Lock means the device has been tampered with. If this was triggered accidentally, remove the batteries and reinstall them.

Keep me posted.

Regards,

Lance

[Darcoby]

My apologies for not responding sooner. After trying everything I could think of and having repeated failures, I replaced the batteries in the deadbolt and suddenly it started working again. I never got a notification saying the batteries were bad, no red light on the lock or anything.  I tested the batteries that I replaced and they still showed a strong voltage. Coincidence or not I'm glad it is working now. 

[Lance_L]

Hi all,

@JMV21, thanks for joining the discussion. I’d be happy to help you with the Nest x Yale Lock. Let’s check it out.

A few questions: when you press the white button at the back of the lock, does the status light pulse blue? If not, please factory reset the Nest × Yale Lock. Are there any error codes or messages during the setup process?

It is recommended to follow the troubleshooting steps in order. Before you begin, please check the following:

• Enable 802.11 b/g/n if you have an 802.11 ac router.
• Set your Wi-Fi router's DHCP lease time to at least 2 hours.
• Turn on IPv6 or multicast.
• For mesh networks, please connect the Nest devices to the WiFi router (Nest Connect only works with 2.4 GHz Wi-Fi).
• Check this guide if you see an error message or help code during Nest × Yale Lock setup in the app.

Reach out if you have any questions.

@Darcoby, no worries! I’m glad that the lock is working again. Thanks for sharing your resolution with the Community. If you haven’t done so already, I’d suggest using standard AA alkaline batteries and not rechargeable NiMH batteries or other kinds of batteries. Let me know if you have any questions.

@jeffreybaumer, how is going with your Nest x Yale Lock? Don’t hesitate to contact us if you still need help.

Best regards,

Lance

[JMV21]

Hi Lance,

The status light pulses blue, and the lady talks to me about connecting.  The error code is TO26(4060).

I just talked to my ISP who said we could enable WiFi on my router, but then I couldn't use my mesh anymore, because I would run into problems having 2 networks running in the same house/device interconnectivity issues/wifi interference.  I was able to enable IPv6 on the Google mesh, but it wouldn't let me access DHCP settings.   

Are you saying that no one who uses Google Mesh (for which, according to Google, a separate 2.4 GHz SSID cannot be enabled) has a functional smart lock?

What are all the possible steps to try again, in the right order?  Thank you!!

[Lance_L]

Hey JMV21,

Thanks for all the additional information you’ve shared, especially the error code. This can point us in the right direction. Here are the steps that you can try: After you go through each troubleshooting step, attempt to pair again.

1. Quit and restart the Nest app.
2. Restart the phone or tablet.
3. Make sure the Nest Connect is awake and within pairing distance (a maximum of 2 to 3 meters or 6 to 10 feet).
4. Restart Nest Connect. Plug it into a power outlet. Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. Wait for Connect’s light to turn green, which means the restart is complete.
5. Put the mobile device or tablet in airplane mode, then turn on Bluetooth and Wi-Fi.
6. Try a different mobile device or tablet.
7. Restart the network equipment (router, extender, or modem).
8. Verify that the cable from the keypad is seated securely.
9. Enable Internet Protocol version 6 (IPv6).
10. Factory reset the Nest × Yale Lock.
11. Try to manually enter the entry key instead of scanning.
12. Test with a mobile hotspot.
13. Remove the batteries from the lock for 60 seconds.
14. Create a new home structure. Then pair the Nest Connect and Nest x Yale Lock to the new home structure.

Let me know how it goes.

Best,

Lance

[jeffreybaumer]

While I appreciate the repetitive steps, as a consumer you need to make it easier.  I can't believe that after 3+ years my Nest x Yale lock simply doesnt work anymore.  Thats b.s.  Nest suggested I call Yale (poor partnership example, Nest you should make this seemless) to resolve my issues.  They told me 3 years is beyond the 2 year warranty.  I asked for a 50% discount to replace their product, they gave me 20% BUT i had to repurchase the Nest connect.  Google needs to work this out better - Can't believe I pay $229 for a lock that lasts 3 years? I'm going back to lock and key........or a better vendor who understands the pain.

[JMV21]

OK, Lance, it's working--amazingly!  I was pessimistic.  I did all the steps and what worked was #10--factory reset the Lock.  Thank you!

[Lance_L]

Hi folks,

@jeffreybaumer, thanks for keeping us in the loop. While we can no longer process a replacement for you — we're always looking for ways to improve, and the best way to get your thoughts, feedback, or feature requests to the people who can make changes is to share feedback about Google Nest.

@JMV21, it was my pleasure! I’m happy to hear that the issue has been resolved. Thanks for sharing your resolution with the Community. You can visit the Nest Help Center for more information about the Nest x Yale Lock.

Feel free to reach out if you have any other questions in the future.

Regards,

Lance

[JMV21]

Google Mesh doesn't allow creation of a separate 2.4MHz SSID.  Nest x Yale Lock requires such (why can't it just find the 2.4 like my other IoT devices??).  What's the work around. Please don't tell me to drive far away from my WiFi points to force my phone to use 2.4.  That doesn't seem like a long-term fix.  Thank you!

P.S. The only reason I chose the Nest x Yale lock over others with greater functionality was because I assumed it would be an easy plug and play!

[Gregorybrosenth]

I’ve tried restarting all devices and the Nest App will not connect to the Nest/Yale lock. It gets stuck at “searching” and the apps stalls. I’ve call IT and no one knows how to fix it. 

[Lance_L]

Hi everyone,

@Gregorybrosenth, thanks for joining the discussion and sharing all the steps you’ve tried. I’d be happy to help you with the Nest x Yale Lock. Let’s check it out.

A few questions: is this a new installation? What is the color of the white button on the back of the lock when you press it during setup? Are you using an Android or iOS device? Also, do you already have Nest Connect added to the Nest app?

Please follow the troubleshooting steps below and let me know how it goes:

1. Check for iOS or Android system updates and install them if there’s any.
2. Uninstall the Nest app.
3. Restart the mobile device.
4. Reinstall the Nest app and sign in.
5. If the white button on the back of the lock doesn’t pulse blue when you press it, factory reset the Nest × Yale Lock.
6. Start adding the lock to the Nest app.

Best,

Lance

[Gregorybrosenth]

Thanks for getting back to me. I’ve tried all of those steps and resets without luck. The light is a flashing blue. Yes, I use a Neat Connect device. This is a replacement. I had the nest lock before for 1 year and then it started giving error messages about “tamper alarm” even though there was no tampering. Yale sent me a new lock, but it will not link to my nest app. I’ve probably restarted and reconnected 10 times. I also used my wife’s phone instead of mine. No luck. See picture for where it gets stuck and freezes the app. No error message just stalls. 

 

[Gregorybrosenth]

I’m using an iPhone. I’ve updated the iOS and the apps. 

[Lance_L]

Hey Gregorybrosenth,

I gotcha. Thanks for all the additional information. If you haven’t done so already, let’s remove Nest Connect from the Nest app and then add it back. See the steps below:

1. Remove Nest Connect from the Nest app.
2. Plug the Nest Connect into a power outlet.
3. Hold the wake button down for 13 seconds or until the LED turns solid yellow.
4. 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.
   1. To cancel, press the button again.
5. After 10 seconds, release the button. The LED will stop, and the settings will now be erased.
6. Set up Nest Connect.
7. Add the Nest x Yale Lock to the same home structure.

Keep me posted.

Regards,

Lance

[Gregorybrosenth]

Hi Lance, 

I tried that and now I’m stuck because Nest App says an assisting device is trying to connect to the connect. So, another problem. It is again stuck in searching and/or connecting with the connect. The assisting product is a smoke detector. What can I do now? I’ve contacted IT, I’ve reset everything, I’ve updated everything, and I’ve attempted to reconnect everything. My iPhone is up to date and so are the apps. 

[Lance_L]

Hi Gregorybrosenth,

Thanks for the update. Please try the additional steps below:

1. Restart the WiFi router.
2. Move closer to the smoke detector.
3. Test the Nest Protect WiFi connection. Make sure it appears online in the Nest app.
4. Restart the Nest Connect. Plug Connect into a power outlet. Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button.
5. Try to add Nest Connect again to the Nest app.

Let me know how it goes.

Best,

Lance

[Gregorybrosenth]

Hi Lance, thanks again for all of you help. Unfortunately, it still does not work. I can’t link my lock to the nest app even though I was able to do this with my old lock. I’ve contacted Nest and they say the same thing you do. I think I’ve restarted my devices and Wi-Fi networks 20+ times. 

[Lance_L]

Hello Gregorybrosenth,

Thanks for keeping me in the loop. Please give the steps below one more try. After you go through each troubleshooting step, attempt to pair again.

1. Quit and restart the Nest app.
2. Restart the phone or tablet.
3. Make sure the Nest Connect is awake and within pairing distance (a maximum of 2 to 3 meters or 6 to 10 feet).
4. Restart Nest Connect. Plug it into a power outlet. Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. Wait for Connect’s light to turn green, which means the restart is complete.
5. Put the mobile device or tablet in airplane mode, then turn on Bluetooth and Wi-Fi.
6. Try a different mobile device or tablet.
7. Restart the network equipment (router, extender, or modem).
8. Verify that the cable from the keypad is seated securely.
9. Enable Internet Protocol version 6 (IPv6).
10. Factory reset the Nest × Yale Lock.
11. Try to manually enter the entry key instead of scanning.
12. Test with a mobile hotspot.
13. Remove the batteries from the lock for 60 seconds.
14. Create a new home structure. Then pair the Nest Connect and Nest x Yale Lock to the new home structure.

Keep me posted.

Best regards,

Lance

[HMc14583]

I had to connect my nest connect and lock to the internet using my hotspot then move them to my home Wi-Fi. It was a pain but it worked. 

[InquiringMind]

I tried the same but unfortunately the cottage where this lock is installed has really poor mobile service. I have a Eero mesh network setup and from what I've heard (and my actual experience), the mesh network may be the reason the lock can't connect. I don't understand how the tech and software for this platform has barely been upgraded (so it seems) since Google acquired Nest many years ago now. 

If there is another workaround for those of us on Mesh networks (other than using your mobile hotspot to set it up), it would be great to know about it. The hotspot workaround is a poor solution and especially for a $250 lock.

[JMV21]

Lance, 

I just installed my Nest x Yale Lock today.  I have Google Mesh wifi on a fiber internet service. The Nest Connect connects just fine, but the Lock will not connect to it.

 I think I have tried everything recommended—reset the Connect, removed it from the app, and reinstalled, reset the Lock, unplugged router and mesh, uninstalled Nest app and reinstalled.  I am using my iPad to connect, so no cellular issues. Restarted my iPad.  I only have one wifi network.  There are no Bluetooth devices connected to my iPad.  

What am I missing???

[JMV21]

Sorry, Lance, I meant to also add—is there an proper order to do all these steps in that I should try to see if it makes a difference?

I just returned a eufy lock (more more heavy-duty feeling than the Nest x Yale) that had the same problem—the bridge would connect to wifi but the lock would not.  I wondered if it was the 5.0/2.4 GHZ problem, but everything I’ve read about Google Mesh is no was to choose a channel.  That’s why I went with a Nest lock, thinking this would have to have been avoided by 2 devices on the same system, no?! 😭

[Alduman]

I cannot get my new connect device to connect to my wifi network.  My lock is installed and working fine, but of course I cannot connect it to the network without the connect installed.  I have perhaps 8+ devices installed well on my AT&T 2.4ghz guest network, working well.  I have my phone on this 2.4ghz network, bluetooth on, airplane mode on with wifi on, and it still will not install.  The connect devide starts pulsing blue for several seconds, then just turns off without turning yellow or green. 

[Lance_L]

Hi all,

@Alduman, thanks for joining the discussion and for sharing all the details about the trouble. Let’s check it out.

Please try the troubleshooting steps below:

1. Plug the Nest Connect into a power outlet.
2. Hold the wake button down for 13 seconds or until the LED turns solid yellow.
3. 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.
   1. To cancel, press the button again.
4. After 10 seconds, release the button. The LED will stop, and the settings will now be erased.
5. Set up Nest Connect.

Let me know how it goes.

Best,

Lance

[Alduman]

I must have done this Sunday when I finally did succeed in setting this up.  I recommend that Google post all of this in some more accessible location - the main google nest site.  There are probably thousands with the same problem, with some not as persistent as me (this took my entire Sunday afternoon and evening), and the fix was simply not having the nest connect properly re-set.  Of those thousands, probably many give up, send the equipment back, and are turned off to Google Nest products.  Good tech support = good reputation = more sales. Kick that up the corporate ladder.

[Lance_L]

Hey Alduman,

I’m glad to hear that this has been resolved. Thanks for sharing your resolution with the Community and sharing your thoughts and experiences with us. We’ll take this as feedback.

Feel free to reach out if you have any questions in the future or visit our Help Center.

Cheers,

Lance