Nest lock not working

[Judi]

My lock did some kind of firmware update when I changed the battery. None of the passcodes worked anymore. I reset to factory settings. When I added it back to my daughter's nest app so she can get in and out of the house it removed it from my app. When I try to readd to my nest app it tells me to rest the setting and removes it from my daughter's app. I have 4 people in the house. I'd like us all to have access to it in the nest app. How can I fix this? Right now I can't connect in my app, and it just deleted from my daughter again.

[Kmplawesq]

I have the same problem since I changed the batteries early this morning.  I've totally reset the lock, I've tried everything with both the Nest and Google Home Apps and nothing is working. The only way to open the lock is to use the touch feature to open/lock in the nest and google home apps.  Any ideas? Anyone?

[Kmplawesq]

I have been online with Google Support chat for just short of 2 hours .  All they say is it is a hardware problem and have had me once again do every troubleshooting step that is online and which I had already done before I contacted chat. They have failed/refused to answer numerous questions about what and when the latest software update was. They either have ignorant people manning support or they are hiding something.

[Judi]

I've gotten no help either and have done a factory reset multiple times. It just won't work

[Kmplawesq]

I think it's a dead issue and I don't see any solution other than replacing all my Nest products with others.  I'm just researching which system to go with. Totally incredible.

[Judi]

Let me know what recommendations you have

[Kmplawesq]

I checked numerous trusted sites and the ULTRALOQ U-Bolt Pro WiFi Smart Lock with Door Sensor, 6-in-1 Keyless Entry Door Lock with Built-in WiFi seems to be the best bet according to wirecutter and PC Magazine; it wasn't tested by CR so wasn't rated (although an older and cheaper model with less entry methods got a fairly lousy rating).  I just ordered it from Amazon --- there are a number of different stores/vendors selling the new model at divergent costs.  FYI - I ordered it at a cost of $169 although PC Magazine has a link to $179 and wirecutter's link was over $200.  It is being delivered tomorrow ... the $179 one was for delivery 4/7 - 4/14.  I'm not sure if I'm allowed to p[ost links to non-google products here, otherwise I would have. Sorry.

Given what happened, the one I ordered has a key entry too, hidden behind the fingerprint sensor.

Good luck!!

[aatienza]

Hey folks,

Judi, I'm sorry for the delay and trouble. Could you check who has access to the home in the Nest app? Check out the steps below.

1. On the Nest app home screen, tap Settings.

2. Tap Family & Guests.

• If you don’t have a Nest Secure or Nest × Yale Lock, it will only say Family.

3. Scroll down to see everyone who has access to your Nest home.

• People with Full Access are grouped at the top.
• People who have Home Entry Only are grouped at the bottom.
• Owner appears next to the person who has created the home.
• Invited appears next to people who haven’t yet accepted the invitation to share access to the home.

Kmplawesq, I'm sorry you had to go through this. Could you share with us your Case ID with our support team so I can take a closer look?

Thanks,

Archie

[Kmplawesq]

This is kmplawesq (Ken which is a lot easier)

My case # was: 6-9830000033792.  I have the transcript if you want it, though I imagine you have it already. I've already replaced the nest lock, however and the whole interaction with support has soured me on using google home products for my house.  The new lock is the Ultraloq U-bolt Pro Wifi 6-in-1 keyless entry.

[aatienza]

Hey Ken,

I'm sorry for the delay and trouble. I'll check this with our team and get back to you once I get a word.

Thanks,

Archie

[Judi]

Everyone's app shows a different family access. My app showed my daughter is invited. Hey shoes shes an owner. My husband showed up on neither of those, but his app shows all of us in as owners....I still can't access the lock on my phone not change any settings. All other nest products have disappeared out of the app.

[janthadeus]

Hi folks,

Understood — we appreciate your efforts here. For further assistance you may reach out to Yale support here. They'd be happy to take a look at this. Let us know if you have other questions or concerns. Otherwise, I’ll be locking this thread after 24 hours.

Thanks for your help, Archie.

Best,

JT

[Judi]

I have reached out to take. However, the nest app still is not recognizing me, my family or my products. The lock was a part of the problem, but the nest piece is still not working

[Judi]

I reached out to Yale and they can only assist with mechanical issues. Since this issue has to deal with the integration on the nest app and nest products they are not able to assist. Come someone from customer service help out?

[Kmplawesq]

Judi's experience is EXACTLY what I told Google would happen three weeks ago.  There is no way that the problem is hardware related and there was no way that Yale was going to take responsibility it was just Google trying to slip by and obviate the need to address the problem.

That is why I decided to just replace the lock instead of dealing with google. It's also why I will be replacing my nest thermostat in the near future.