Nest plus Yale lock goes offline every month

[Dannyalese]

We have had our LOC for about a year and a half. It seems that once a month it goes off-line. It’s not a simple restart. Involves me practically removing the entire lock from the door and doing a complete restart before it ever seems to connect. Then it’s taken care of for maybe another month. Always seems we discover it’s off-line when we’re trying to lock the door remotely or let somebody in. Then we realize again it’s off-line.  Our Wi-Fi strength is strong. I love the lock when it’s working but it’s such a hassle every time we have to restart it.  Is there any help for this?!

[zoeuvre]

Hi Dannyalese, 

Thanks for posting here in the Community forum, and I'm sorry to hear about the situation. Please answer the following questions below: 

1. Did your Nest x Yale Lock work before?
2. When did the issue start?
3. What do you use to connect your Nest x Yale lock to Wi-Fi — Nest Guard, Nest Connect? Is it online? 
4. How many Nest Connects do you have? Are they all online?
5. Do you have a Nest Detect (motion sensor)? Does it experience the same issue?
6. How far is your Lock from the Guard or Connect?
7. Are there any walls, mirrors, microwave appliances, or Bluetooth devices between the Guard or Connectand the Lock?

I’ll look forward to your response. 

Best,

Zoe

[Dannyalese]

Hi Zoe, 

We have had the nest x Yale lock since April 24, 2022. Install was easy and connected right up. We use nest connect. The connect is plugged in about two feet from the lock. There are no walls, mirrors or anything between them. In fact when the door is open the lock is almost directly above the outlet with the nest connect.  It’s attached to our home Wi-Fi. The nest connect light always seems to be green and connected, it’s the lock that goes offline. It started around November of 2022, so about 6 months after getting it. We have had to factory reset it each time including removing it from the door to push the small button. It’s gone offline 3-4 times since last November. I would estimate about once every month or two. We don’t have issues with our WiFi for anything else.  This is our only nest item and only thing connected to the nest connect. 

Each time we reset we change the batteries too, just in case. We love the lock, when it works. We specifically picked this one because we love the remote features to lock and unlock or set temporary codes. 

Thank you for any help. 

[Lance_L]

Hi Dannyalese,

I apologize for the delayed response and for the issues you are having with the Nest x Yale Lock. No worries; I’m here to help.

Since the troubleshooting steps didn’t work on your end, it’s best to contact Yale Support for warranty options.

I appreciate your help, Zoe.

Best,

Lance