New Nest Connect that came with my Nest-Yale will not connect to Nest App / Wi-Fi

[RalphW]

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. 

[Goboltz91]

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. 

[zoeuvre]

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: 

• Has the device been paired before?
• When and from where was the device purchased?
• What’s the color of the LED status light?
• How far is the device from the router?
• Are there any other devices that experience issues with the Wi-Fi?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair? Those devices could interfere with the Wi-Fi or Bluetooth signal.
• What is the exact message or code that appears on the app that stops you from proceeding with setup?

Keep us posted. We're happy to help.

Best,

Zoe 

[RalphW]

Thanks Zoe. Answers below.

• Has the device been paired before?
• [Never.]
• When and from where was the device purchased?
• [Home Depot, online, Sept. 6, 2023.]
• What’s the color of the LED status light?
• [When I do Factory Reset, with continuous press of button, the light cycles through 10 seconds ‘slow blue pulsing’ followed by 8 seconds ‘yellow’ then ends with ‘no light’ at all (regardless of how long I continue to press the button) at which point I release the button and there continues to be no light at all. Then, if I press the button anew for 5 seconds, the light begins the blue pulsing again.]
• [I have made my attempts to connect – via scanning QR code using the Nest app – when the light pulses blue following the 5 second push after a Factory Reset.
• How far is the device from the router?
• [I have tried it in several locations, between 4 feet and 25 feet away. Btw, I am using a Google Mesh router system that has operated without any problems that I can recall for at least 5 years.]
• Are there any other devices that experience issues with the Wi-Fi?
• [No. The devices routinely connected to the network include Nest Smart Thermostat, Nest smoke detectors, Apple TV, 2 PCs, a printer, iPhones & IPads. No issues with any of them.]
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair? Those devices could interfere with the Wi-Fi or Bluetooth signal.
• [No monitors or cordless phones or other transmitters of that type. The microwave is ~ 20 feet away, but it has never been in operation the ~10 or so times I have tried to make a connection. There are also 2 Kasa smart plugs, 15 and 20 feet away, but I just unplugged them and retried connection process and still same error message (below).]
• What is the exact message or code that appears on the app that stops you from proceeding with setup?
• [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. NAO16(4060)]
• Additional info. (1) The assisting Nest product (which I interpret to be the Nest Smart Thermostat) is connected to Wi-Fi and is working, and I am able to control that same thermostat using the Nest app on the same iPhone I am using to try to get the Nest Connect connected. (2)  The distance between the nearest Google Mesh Wi-Fi point and the Nest Thermometer is about 28 feet, and I have tried the connection process standing (a) by the Wi-Fi point, (b) by the Nest thermostat, and (c) midpoint between the two. These are short distances and all on the same floor of a house with basic 2x4 & drywall construction.

Thanks again for any assistance you can provide. 

Ralph

[zoeuvre]

Hi RalphW, 

Thanks for reaching back to us. Follow these steps: 

1. Ensure the device is awake and in ready mode.
2. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
3. Put the mobile device on airplane mode, then turn on Bluetooth and Wi-Fi.
4. Restart the phone or tablet.
5. Move all devices being used for pairing closer to the router.
6. Restart the router.
7. Reset the joining device to default.

Let us know how it goes.

Regards,

Zoe 

[RalphW]

Thank you. I short, no success. Details below:

• Ensure the device is awake and in ready mode.
• If you are referring to the Nest Connect, then how do I know if it is in “Ready Mode”? As I described above, the light is ‘pulsing blue’ when I try to connect. Does ‘pulsing blue’ light indicate it is in Ready Mode?
• Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
• Tried it. No success.
• Put the mobile device on airplane mode, then turn on Bluetooth and Wi-Fi.
• Tried it. No success.
• Restart the phone or tablet.
• Tried it. No success.
• Move all devices being used for pairing closer to the router.
• Tried it. No success.
• Restart the router.
• Tried it. No success.
• Reset the joining device to default.
• I restarted the Nest Thermostat if that is what you are referring to. Still no success.

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.

[zoeuvre]

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 

[RalphW]

Zoe - Form submitted as requested. If further information required, I will provide. - Ralph

[Jenelyn_O]

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

[RalphW]

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

[Lance_L]

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

[RTP_Techie]

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).

[RalphW]

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. 

==============

Google Recommendation:   (1) Remove the Nest Thermostat from the Nest app first, then set up the Nest Connect. I think that Nest Connect is looking for an assisting product.  

RalphW reply:  For your team's reference, Yes, as explained on your website somewhere, any Nest Connect packaged with a Nest-Yale lock AND even the separate replacement Nest Connect you sent me from the Google Store, will, during setup, initially seek to connect to an existing Nest product.    If you have a Nest Thermostat, the Nest Connect will initially try to connect to that. And if it fails to make a connection to the Thermostat, as in my case, it does not automatically roll over to seeking a different existing Nest Product. Instead, it just flips to an error message and you're done for. Not a good design in my opinion.

So, following your latest advice, after all the previous, I removed the Nest Thermostat from the Nest App and tried again to add the replacement Nest Connect to the App. And it worked! During initial setup, it connected to my Nest Detect smoke detector instead. What it would have done if I didn't have a Nest smoke detector, who knows? Then I was able to connect the original Nest Connect that came with the lock; during setup it connected to the 'replacement' Nest Connect that I had just set up via the smoke detector.

And to top it off, I was able to get my Thermostat rebooted and reconnected to the App... good thing too, as it is freezing weather here.

As for Recommendation 2 (create a new Home in the App), I did start down that path at first, but soon realized that it would be a poor solution... i.e., having to flip back and forth between "Homes" to control the lock and thermostat, instead of all devices appearing on one screen. 

Anyways, thanks. We eventually got there! If anyone else has this issue, hopefully your team can offer this advice right at the start."

[Lance_L]

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

[Goboltz91]

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. 

[Lance_L]

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

[RTP_Techie]

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.

[Lance_L]

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

[RTP_Techie]

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. 

In general SimpliSafe works just like nest secure with some quirks. 

1. Max wifi pass length is 31 chars. That’s a fail. If you read the forums it’s crazy the responses you get from ss on the topic. 

2. You can’t add guests to your account, you have to give out your creds to share the app. 

3. Can’t lock it from Google home unless you pay for the monitoring service. 

4. Batteries in the door sensors are also button batteries whereas the nest had much larger batteries, I guess bc they had lights but that was freaking great. So the sensors just aren’t as good. I do like having a separate code pad to mount and I like all the accessories like a separate siren. The nest wasn’t loud enough. You could just shove it in between the mattress and box spring and not even bother with it. I bought the 200$ plus an extra siren and I’m covered. 
Just sharing. 

[Lance_L]

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