New Nest Connect setup issue

[dave402]

My old Nest Connect was accidentally thrown away, so I ordered a replacement. I'm trying to configure the new Nest Connect and during setup, the app asks to put the Connect near an existing Nest product. I have lots of Google products, speakers, hub, cameras, thermostat as well as a Nest Protect. I put the Connect near each of these devices and every time it has failed with the error " Something went wrong. The app is having trouble connecting to the assisting Nest product. Make sure you are close to it, that it's online and that your phone is connected to the same Wi-Fi network. NA013(4.8)" 

I am standing as close as possible to the devices, they are all showing online in the app, and my phone is on the same wi-fi network. 
I've also disconnected any other bluetooth devices and turned off cell data. 

Before I just give up on the connect altogether and go buy a new lock, what else can I try? 

[Ajhermets]

Having the same issue. Driving myself mental!

[Lance_L]

Hello everyone,

Oh no! I’m sorry to hear that you’re having issues with Nest Connect. I’d be happy to help you with this. Let’s check it out.

Please try the troubleshooting steps below:

1. Check for any iOS or Android system updates on your mobile device and install them if there are any.
2. Uninstall the Nest app.
3. Restart the phone or tablet.
4. Re-install the Nest app.
5. Remove Nest Connect from the Nest app.
6. Plug the Nest Connect into a power outlet.
7. Press and hold the bottom button until the LED light turns yellow and then blue. This action should reset Nest Connect to factory defaults.
8. Make sure the phone is on the same Wi-Fi network as the selected network for the Nest device.
9. 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.
10. Cellular data should be turned off.
11. If you have an iOS device, tap Settings > Privacy > Local Network and turn on local network access for the Nest app.
12. Start adding the device back to the Nest app.
13. Factory reset the Nest × Yale Lock.
14. If needed, remove the lock from your account. On the Nest app home screen, select your lock, tap Settings, and then remove the lock.
15. Connect your lock to the Nest app. 

Here’s a handy guide on how to set up Nest Connect.

Let me know how it goes.

All the best,

Lance

[dave402]

I’ve done all that, tried to cover that in my initial post to get right to the next step beyond the basics. 
the Connect is not able to make the “assistance” connection to get connected to my network. I’d expect to hear what kinds of devices I should be trying to use for the assistance step. 

[Lance_L]

Hi everyone,

@dave402, during Nest Connect setup, the assisting device can be any Nest device that's set up and controlled in the Nest app and in the same Nest home. This includes 1st gen Nest cameras, doorbells, Nest Protects, and Nest thermostats.

The Nest Connect will display an icon indicating which assisting device it's trying to obtain Wi-Fi information from. Follow the steps provided in the Nest app.

If the Nest Connect is unable to communicate with the assisting device, try the following additional steps. After each step, check to see if the issue still persists:

1. Quit and restart the Nest app.
2. Restart the mobile device or tablet.
3. Make sure the assisting device is awake and within pairing distance (maximum of 6 to 10 feet or 2 to 3 meters).
4. Restart the assisting product.
5. Put the mobile device or tablet on 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. Factory reset the Nest Connect. Plug Connect into a power outlet. Press and hold the bottom button until the LED light turns yellow and then blue. This action should reset Nest Connect to factory default.
9. Test with a mobile hotspot.
10. Create a new home structure.
11. Pair the Nest Connect with the new home structure.

Keep me posted.

@Ajhermets, have you tried any of the recommended troubleshooting steps? Reach out if you have any questions.

Regards,

Lance

[dave402]

I walked through these steps, the only one that had a positive result was creating a new home structure and adding the connect there. Interestingly, the assist is not required when adding to a new home with nothing in it. Why can't that option be available when adding to an existing home??

So now I have a connect by itself in a home, I removed the lock from my existing home and started to go through the process to add it to the home with the Connect. On the step where you're supposed to hold down the button, all it does is activate and deactivate privacy mode. It seems like I'd need to factory reset the lock in order to add it? That's less than desirable as I have pass codes configured for various people that I can no longer access because the Connect isn't there and this would wipe all of them.  

[Ajhermets]

I managed to add it but only when I made a new home. So now I’m toggling back and forth but really once it was set up it wasn’t a big deal. Quite frustrating though as you can’t seem to select what to set up off of so it always defaulted to the doorbell and it never worked as a connection piece. 

[5thofJuly]

Same issue here

[5thofJuly]

The recommended steps above are ridiculous.  Google has had Nest for years and these problems persist.  Echoing others previous comments, how is there not a manuals setup option if connecting to a partner device causes so many issues?

[5thofJuly]

Given the years this issue has persisted, has anyone filed, or plan to file, a class action lawsuit for the fraudulent claims Google has made regarding these Nest products?  If so, count me in. 

[PJH82]

I have just spent and inordinate amount of time trying to get the Nest Connect set up with the Yale Lock. I kept reading suggestions on this site and removing other devices per the instructions and the Nest Connect still will not setup. Then I spent over one hour trying to get the Nest Thermostat back on the app! I agree that Google has had plenty of time to get this worked out and we are now up against the 8 April 2024 deadline. I have used the Nest Guard for years and love it but am now forced to use ADT. Unfortunately, I received the ADT equipment and the Google doorbell I have will not link to the ADT app! Also, my 5 cameras cannot be seen on the ADT app but a message appears for each camera with the message, "Limited Access". I was told by the ADT sales representative that the Nest devices I had would work. I called customer support, and they informed me that not all of the Nest devices have been "integrated" yet. If all of this is not bad enough already, the ADT door/window sensors are not a good fit for our doors. We had to notch out some door trim because the 2 pieces can only be 1/2" apart! I did a great deal of research on other self-setup systems, but I did not want to get all new cameras and other devices. I decided to go with the Google recommendation to use ADT. Now I feel more unsafe than ever in my home! I am seriously considering sending the ADT equipment back and using another service that has devices that all work together!

[Lance_L]

Hello folks,

@dave402, thanks for circling back. I’m sorry to hear that this still isn’t resolved and for the delayed response here.

When setting up a new Google Nest device, it will automatically search for and connect with existing Nest devices in your home. This is because Nest products are designed to work together and can respond to each other and events happening in your home. This seamless integration allows the devices to communicate and function optimally, providing a more connected and efficient smart home experience. Conversely, this doesn’t happen when adding a Nest device to a new home structure because it is empty.

To add the Nest x Yale Lock to the new home structure, the lock needs to be reset to factory settings, which will erase all previous settings and data.

@Ajhermets, thanks for posting and sharing your experience with the Community. We’re delighted that this has been resolved despite the initial challenges. If you have any further questions or need assistance, don't hesitate to reach out to us at the Nest Help Center.

@5thofJuly, I totally understand that troubleshooting can be frustrating, but these are the most helpful steps to figure out what's going on with your device. Let's give them a try and let me know how it goes.

@PJH82, thanks for joining the conversation. I’m sorry to hear that you’re having issues with your Nest devices. Let’s check it out.

A few questions: are you using an iOS or Android device? Are you seeing a message when setting up the Nest devices? Have you tried any of the troubleshooting steps above?

You can check out the guides below to troubleshoot:

• Nest × Yale Lock disconnected or offline
• How to update Wi-Fi settings on Nest Connect
• Factory reset the Nest × Yale Lock
• Troubleshoot offline or disconnected Nest Connect.
• Nest thermostat is offline, and other connection issues.
• Thermostat error codes and messages

Let me know if you have any questions.

Best,

Lance

[dave402]

I'm just going to replace the lock and get rid of the google devices, not worth this hassle and the two different apps I need to use to maintain it all. Just posting the same steps over and over isn't support, and the "seamless" integration is laughable, that's why we are all here having this conversation.

[PJH82]

I tried everything that you have suggested to others and nothing worked. After spending hours trying to setup and reconnect the Nest Connect and Yale Lock, I have now ordered the Schlage keyless entry lock. Considering that Google has forced Nest customers into having to use Google Home app and Nest app, it is no worse having to use a Schlage app with my home security system. Google needs to spend more time integrating the Nest system into their applications if they want to have satisfied and loyal customers. Instead, they appear to use more resources developing new ways to pilfer more of our personal information to sell to others and/or worse yet, share with politicians and government agencies! I will definitely be changing all security devices to a company that is more interested in my personal protection. 

[Lance_L]

Hi everyone,

@5thofJuly, thanks for circling back. We understand that this is frustrating. We’d like to dig deeper into this. Can you share the case IDs from your interactions with the support team so we can check what happened?

@PJH82 and dave402, we're sad to see you go. We hope we can make it up to you in the future.

Regards,

Lance

[5thofJuly]

I followed the troubleshooting steps, had to contact support multiple times. Issue persists. The “seamless integration “ you speak of is the problem. It’s not seamless and since there’s no other method to add a product the entire system becomes fragmented. I’m shocked how poorly google designed the software and even more disappointed in the customer service experience. 

[dave402]

It was seamless until Google bought Nest, since then everything has been a bit wonky including having to use two different apps! I'm transitioning away from the Google products, not worth the headache.

[Jdunks]

Having the same issue.  I can add the nest connect to a new home but I have 12 other nest devices I would also have to migrate by factory resetting so it's not really feasible. Please fix this!!!!

[lorengordon]

I'm also having the same problem. Can't add the Nest Connect to an existing home. It only works if I create a new home. Kinda ridiculous. Figuring I'll just toss it all and start over with Ring devices.

[alejandom]

Hi everyone,

I ´ m sorry for the long way I was checking the previous information that @Lance_L  sent you and the troubleshooting steps are the correct but if for some reason you still have the same issue you can use this link and you will be directly contacted  

Regards,

Mario.

[Howsadnest]

This product is garbage, run away