Nest x Yale Lock disconnected and won't reconnect despite hard reset attempts

[Multihomenester]

In my home, I have 3 Nest x Yale locks, which 2 are working well, and have so for a few years.  A few weeks ago, one of the high use locks went offline and I proceeded to complete the recommended battery resets, battery replacements, as well as the multiple hard resets with the little blue button.  I even used an extension cord to hold the Next Connect right next to this device with no success re-adding this to the app.  I've attempted these recommended solutions over the course of many days with no success.  Also, I tried swapping the front of the device with one of my other working Next x Yale locks with no success.  The 2 functional locks remain functional.

After 30 tries, the lock magically connected after I posted on this forum.  Seems that is the only way to get a magical solution.  

Now I have a 2nd lock that magically disconnected from my home app and I'm suffering from the same experience, whereby after a Factory Reset and changing of batteries, make sure the Connect is not far from the lock, I cannot reconnect the lock to my app.  I receive the same "Failed to add NestxYale Lock to account" message with error code, T017(4060).  Please advise why this is happening.

[Multihomenester]

Note, now a 2nd lock has gone offline.  I only have 1 of the 3 locks connected to my Nest app, which is the one I referenced and had to fix a few weeks ago.  This is very frustrating.

Please advise.

[Multihomenester]

I tried to connect to the app and received the following error message: T009(15.5).  I proceeded to try again and the 2nd attempt successfully linked the lock back on the app.

[Brad]

Hi there, 

I apologize for my late response, and thank you for all of your patience while waiting for a reply. I understand how upsetting this may be, and I'm happy to assist you with this. I have a great article that goes over some troubleshooting steps for the lock if it is going offline, or disconnects. It also goes over troubleshooting the Nest connect device as well. 

Best regards, 
Brad

[IceHedgeHog]

Did a hard reset and now getting an error T026(4060). 

[StarTron]

I did the same reset, and still not working, can they not see (if they even care) that it is not a coincidence, that so many people have the same Yale lock, the same problem and all about the same time they did an update about the nest hub max, and it takes forever to get an answer, that amounts to nothing!

[IceHedgeHog]

Brad - This is getting absurd! There is some type of bug in the rolled-out software that is causing all these disconnects and reconnects. Can we at least get an acknowledgment that Google recognizes there is a problem and sum type of ETA on a fix.

[Brad]

Hey there,

Sorry to hear you're still experiencing this, 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

[Brad]

@IceHedgeHog

Sorry to hear you're still experiencing this. Have you checked your Home + Away settings? It would be those settings which could be causing the lock to go offline, That, or this is an issue with your Wi-Fi and internet. 

Best regards,

Brad

[janthadeus]

Hey folks,

Checking in — have you tried the suggested steps provided by Brad? If so, how did it go? Let me know if you need more help.

Thanks for your help, Brad.

Regards,

JT

[StarTron]

Still having same problems as everyone else, it started about the same time as when they did the last update. Around July, nest hub max thing, all of us CAN’T behaving the exactly same problem at the exactly the same time, with our Nest x Yale lock..?… I would like an answer, not a pre printed copy of instructions that we can, reset, new batteries, reboot, HEY we can read, please just check your side of the equation, Waiting for an answer, but not holding my breath! 

[janthadeus]

Hi IceHedgeHog,
 

Thanks for giving us an update. We appreciate your efforts here. Let’s get this sorted — a few questions: when did the issue start? What’s the status light of your Nest Connect? How far is your Nest x Yale Lock from the Connect and router? Is it paired to a 2.4 GHz WiFi frequency? Also, are the batteries of your lock fresh and standard AA alkaline batteries??
 

Give these steps a try:
 

1. Take off the battery cover and remove the batteries from your lock. If you received a low battery alert, use a fresh set of standard AA batteries. Don't use rechargeable batteries with your lock.
2. Put the batteries back in after 60 seconds. Wait a few minutes to check if your lock comes back online.
3. Restart the Connect: 
   • Plug Connect into a power outlet. 
   • Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. 
4. Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.

Let me know how it goes.

Thanks,

JT

[janthadeus]

Hi there,

It's me again. I want to make sure you're all good — how did the steps go?

Regards,

JT

[IceHedgeHog]

Well online/offline has gotten shorter in duration. What I mean is it would go offline for hours and reconnect. Last few days it would periodically go offline for 5 minutes and then reconnect. Right now been no disconnects for about 72 hours. Keeping my fingers crossed. 

[janthadeus]

Hey there,

Thanks for keeping us in the loop. Sounds good! Keeps us posted.

Best,

JT 

[IceHedgeHog]

Been 7 days now and no disconnects.

[Brad]

Hi there,

Just checking in on this thread and the activity on it. Glad to hear you are no longer experiencing disconnects, @IceHedgeHog.  We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[IceHedgeHog]

Well - just when you thought it was safe to go back into the water again! Offline for 6hrs yesterday. 

[IceHedgeHog]

Having the same issue. It stays connected for some period of time then goes off line, then comes online for a bit then offline. Nest connect is online and 6ft from the lock. This is driving me nuts. 

[Jadey]

I'm having the same issue as well. 1 of my 2 locks at home went offline a few weeks ago. It went back online after a few attempts of fixing it by removing the battery. 

I noticed now both my locks are offline even after trying to reset my Nest connect. It seems like there may be a bug that needs to be addressed in the next update.

[IceHedgeHog]

Well I did the full reset. Spent about 20 minutes trying to get it to recognize the Nest Connect which it finally did. So the Yale lock went online at 5:20pm AND then OFFLINE at 6:47pm. Very disappointed with Google Nest and there response.

 All I have now is a very expensive paper weight that looks like a lock. 

[IceHedgeHog]

Back online at 5:28am. Let’s see how long that will last. 

[IceHedgeHog]

Yup. Offline again at 12:54pm. 

Hey Nest - when do you thing you are going to finally fix the software?

[IceHedgeHog]

Tried all the steps and more. Started to work then it went back to its erratic behavior. Online/offline/online/offline. 

[AldoH]

My lock will not reset. Just a red light will stay on. My keypad is dead. It worked perfect for 3 weeks. What can I do. It wasn’t cheap

[janthadeus]

Hi AldoH,

I’m sorry to hear that. The red status light on the lock means the batteries are low or it has been tampered with. Let’s sort this out — a few questions: are the batteries of your lock fresh and standard AA alkaline batteries? Is there any voice command when you press the lock? Also, does your lock appear in the Google Home or Nest app? 

Give these steps a try:
 

• Remove one battery. Wait 20 seconds. Then, put the battery back in.
• Remove all the batteries, then replace them with any standard AA alkaline batteries.
• If all else fails, factory reset your lock again.

Important: do not use rechargeable NiMH batteries or other kinds of batteries.

Let me know if that helps.
 

Thanks,

JT