Next Connect & Yale Lock Issue

[Haley4]

Not sure what happened, but a lot of our nest products got disconnected, so I'm setting everything back up (doorbell, lock, cameras, nest connect). The Yale lock has been giving me a tough time. It says it needs a nest connect, but there's already one set up on the account. I tried removing it, factory resetting, and I even dropped $70 on a brand new one, and nothing. 
Any ideas on how to get the lock connected to my account?

[Lance_L]

Hey Haley4,

Thanks for reaching out to the Community and for sharing all the steps you’ve tried to fix the issue. Let’s check it out.

A few questions: what is the color of the status light on the Nest Connect? Are you getting any error messages on the Nest app?

Please try the troubleshooting steps below:

1. Check for any iOS or Android updates and install them if there’s any.
2. Uninstall the Nest app.
3. Restart the mobile device.
4. Reinstall the Nest app.
5. Plug Nest Connect into a power outlet. 
6. Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. 
7. Wait for Connect’s light to turn green, which means the restart is complete. Important: If you hold Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. To prevent this after the light turns yellow, immediately release the button, and then press the button once more to cancel the factory reset.
8. Switch to the home structure where the Nest Connect was added.
9. Make sure the phone is connected to the same Wi-Fi network as the selected network for the Nest device.
10. 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.
11. Cellular data should be turned off.
12. On an iOS device, tap Settings > Privacy > Local Network and turn on Local Network Access for the Google Home app.
13. Start adding the device back to the Nest app.

Here’s a handy guide with additional steps to help you troubleshoot connection errors during Nest × Yale Lock setup.

Let me know how it goes.

All the best,

Lance

[Haley4]

I’ve tried all of these steps (3x), and nothing works. There is no error message, just that the app says I need a nest connect before I can add a lock, but there is already a nest connect on the account. 

[Lance_L]

Hello Haley4,

Thanks for keeping me in the loop. Since the steps didn’t work on your end, I’d like to dig deeper into this.

I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Regards,

Lance

[zoeuvre]

Hi there, 

Chiming in—we haven't received your form. Were you able to fill it out? Still need our help?

Thanks,

Zoe