10-11-2023 12:13 PM
Hello - Hoping someone has advice. I have not been able to establish even an INITIAL connection from my Nest Connect (came in the box with my Nest-Yale) to Wi-Fi. When I use Nest app (iOS) to add new device (i.e., the Nest Connect) and scan the QR code on back of the Connect, the App wants to connect to my Nest Smart Thermostat. Every time, after some spinning, the App gives the 'Something Went Wrong' message with error code. All my other nest products are working fine (i.e. Nest Smart Thermostat and numerous smoke detectors - note I do not have any other Nest Connects or Nest security devices) and Wi-Fi is fine - although I did reboot it to be sure. I have read the Nest support literature, executed every reset, reboot, unplug & replug routine I can think of. Possibly the device is defective? - The Google support literature refers to a green light on the Nest Connect, which I have never seen, but am assuming that is something you only see after you have been lucky enough to make an initial connection between Nest Connect and Wi-Fi... and then it reappears after subsequent resets. For avoidance of doubt, the issue is not connecting to the Lockset itself-I haven't got that far, the issue is with initial connection of the Nest Connect device. My thanks in advance for any useful suggestions.
10-12-2023 09:27 AM
I'm having the same problem with my Nest Connect. Mine was on the network for a couple of years. Now, it won't connect. I've done the factory reset, moved the product, and other so called solutions with no avail.
10-14-2023 03:56 PM
Hi folks,
Oh no! I'm sorry to hear that you're having hard time adding your Nest × Yale Lock to the Nest app. Let me take a look at this for you. A few questions:
Keep us posted. We're happy to help.
Best,
Zoe
10-15-2023 09:03 AM
Thanks Zoe. Answers below.
Thanks again for any assistance you can provide.
Ralph
10-16-2023 11:38 AM
Hi RalphW,
Thanks for reaching back to us. Follow these steps:
Let us know how it goes.
Regards,
Zoe
10-16-2023 03:01 PM
Thank you. I short, no success. Details below:
The only change is that in playing with above I would (seemingly randomly) get one of three different error messages: NA013(4096) NA014(0.64) NA016(4060). The text preceding each of these codes was the same; i.e., “Something went wrong. The app is having trouble connecting to the assisting Nest product. Make sure you’re close to it, that it’s online and that your phone is connected to the same Wi-Fi Network.”
Again, all other devices (be they Nest or other) connected to the network are working perfectly and have been all along.
10-16-2023 03:48 PM
Hi there,
Yikes! Don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done?
Thanks,
Zoe
10-17-2023 09:08 AM
Zoe - Form submitted as requested. If further information required, I will provide. - Ralph
10-18-2023 03:50 PM
Hey RalphW,
Chiming in — thanks for filling it out. Please keep an eye on your inbox, as our support team will get in touch with you soon.
I appreciate your help, Zoe.
Cheers,
Jenelyn
10-23-2023 04:33 PM
Hello Jenelyn - Can I get an approximate date when I might receive a message from the support team? I am on travel starting next week and I would like to get this Nest-Yale lock working before I leave. - Thank you, Ralph
10-24-2023 03:21 PM
Hello everyone,
@RalphW, I’m sorry for the delay. I sent a follow-up to our support team working on your case. Hang tight; they’ll let you know as soon as they have more information to share.
Thanks for the help, Zoe and Jenelyn.
Best,
Lance
11-20-2023 10:57 AM
I'm experiencing the same symptom (Nest Connect came with Nest Yale x) and have never successfully setup the Nest Connect on wifi. The error I get seems undocumented -> NA013 (4098) sometimes, other times NA013 (4.8).
11-20-2023 03:38 PM
RPT_Techie - I got various error codes, but one of them was the same as you are seeing, NA013(4096). For what's worth, here is an edited copy of my final email to Google Nest Support confirming resolution of my issue. Leading up to this, and after trying all the usual router reboots, cable unplugging and re-plugging, moving things around, device resets, etc., they mailed me a new Nest Connect device which, unfortunately, also wouldn't connect to anything. After that, they emailed a list of additional suggestions; one of those suggestions worked and the info below explains what did the trick.
==============
11-20-2023 05:07 PM
Hi everyone,
@RalphW, I’m glad to hear that the issue has been resolved. Thanks for sharing your resolution with the Community. Reach out if you have any other questions in the future.
@RTP_Techie, @Goboltz91, have you tried the troubleshooting steps provided above? If yes, how was it?
You can also try the steps here to troubleshoot Wi-Fi and connection issues for Nest products.
Keep me posted.
Best,
Lance
11-20-2023 06:31 PM
Thanks Lance!
I was able to get it working. I did a factory reset on the Yale lock and I did a reset to my wifi network. After that, I was able to get it working.
11-20-2023 07:49 PM
Hey everyone,
@Goboltz91, that’s awesome! I’m happy to hear that this has been sorted out. Let me know if you have any other concerns.
@RTP_Techie, we’re here if you still need help with the Nest Connect.
Cheers,
Lance
11-21-2023 07:59 AM - edited 11-21-2023 07:59 AM
Thanks RalphW. The error codes are ever-so-slightly different.
I received NA013 (4098) and also NA013 (4.8) but the symptoms otherwise are exactly the same as you describe.
Partial Solution:
Remove Nest Guard, Nest Yale Lock, and Nest Smart Thermostats from within the Nest App
Reset and add them each back in this order (for me):
1. Nest Connect
2. Nest Yale Lock
3. Nest Smart Thermostat
4. Nest Guard <- Now the issue is adding the Nest Detects (which were also reset but not working)
--
To me, this is a case where 'better together' misses the mark.
12-13-2023 11:34 AM
Hi everyone,
@RTP_Techie, thanks for keeping us in the loop. I’m sorry to hear that you’re having issues reconnecting the Nest Detect. Let’s check it out.
A few questions: what is the color of the status light on the Nest Detect? Are you getting any error messages when connecting the Nest Detect to the Nest app?
If the status light isn’t pulsing blue, reset the Nest Detect to factory settings then add it back to the Nest app.
Keep me posted.
Best,
Lance
12-13-2023 12:11 PM
Hi Lance, I confess I couldn’t figure it out quickly enough and knowing I’d only have a few months left of Nest Secure at all, I bought the SimpliSafe pkg and replaced Nest Secure. I really liked the Nest Detect bc of the night lights. Otherwise a lot of feature parity.
For others who may be trying to decide whether to go with ADT or ring or SimpliSafe here’s a few points.
12-13-2023 12:41 PM
Hey everyone,
We're sad to see you go, @RTP_Techie. We hope we can make it up to you in the future. Send us a message if you change your mind.
Best regards,
Lance