Not recognizing hub max as thread router

[Debadkins]

I'm unable to set up new Matter enabled Yale lock with new Hub Max. The set up states a thread router is needed, so it's not recognizing the thread router in the hub max. Hub max set up successfully in Home app and I've verified that both the hub and my phone (set up device) are on the same wifi 5g network. Have done factory reset on both lock and hub and still get the same message. 

[DeboraJ]

Hi @Debadkins,

Thanks for reaching out to the community! I understand you're having trouble setting up your new Matter-enabled Yale lock with your Nest Hub Max because the system isn't recognizing the built-in Thread router. I appreciate that you've already factory reset both devices and verified they're on the same Wi-Fi network. Let me share some information with you!

The Nest Hub Max is a compatible Thread hub, which is why this is confusing. The most common reason the setup fails this way is a critical network requirement: IPv6. Matter technology relies on IPv6 to properly bridge devices that use Thread (like your lock) and devices that use Wi-Fi (like your Hub Max).

To address this, you must ensure that IPv6 is enabled on your home wireless network via your router settings. For a deeper dive into Matter, Thread, and why IPv6 is essential, I recommend taking a look at our Google Nest Help Center article, "Prepare your smart home for Matter." This article clearly explains the device requirements and the necessary network configurations, which can help you better understand what might be blocking your setup.

I hope this information helps!

Best regards,

Debora