Purchased new Nest Yale Lock - still cannot add to Nest App

[NestNotTheBest]

After a long power outage. We were not able to get out Yale Lock reconnected to the Nest Connect. No matter what we did. "Something went wrong" Blah., blah...T030

Purchased a new Nest Connect. Still no joy. T030

Reset the Yale Lock to factory. Reconfigured the Nest connect.  No joy. T030

Purchased a new Nest Yale Lock, right from Yale because they had a sale. Installed with the master code.

Still, cannot add to the nest app because it errors out. It sees the lock, but just cannot complete the process. T030 Tried everything. The Nest Connect is a few feet away. Wifi is 2.4 Ghz. User tried being just on wifi and Bluetooth, celluar off.  Still T030

My thinking now is something occurred with the TP-LINK router or Google decided the TP-Link router is a bad actor (TP-Link has been in the news as a possible hardware to stay away from for security reasons).

So, I am ordering a new D-Link router and will configure it with the same SSID info so I can ship it to my property. I live 1000 miles away, which makes things fun having surrogates doing the technical job of adding the device to our Nest account (I am an IT Engineer). 

All my Nest cameras have been working fine through this whole ordeal. 

[babujubaier]

my Chromebook is Google account connected last location 

[NestNotTheBest]

Relevance?

[ByronP]

Hi NestNotTheBest,

Thank you for reaching out to the community. I understand you're having trouble connecting your Nest Yale x Lock with the Nest Connect to the Nest app after a power outage and that you receive a message "Something went wrong".... and an error code "T030". I know how frustrating this must be. I appreciate all your troubleshooting efforts you've already taken. I'm glad to help.

For better assistance, please respond to the following questions:

• When did the situation start?
• Are there any devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair?
• What is the status light color on your Nest Connect?
• What is your mobile device that you used to pair (Android or iOS)?
• Have you tried using a different mobile device to pair the Nest x Yale Lock?

Please keep me posted on your findings.

Regards,

Byron

[ByronP]

Hi babujubaier,

Thank you for posting in the community. For Chromebook-related concerns, please redirect your questions to the Chromebook Help Community. The experts there can assist you further and provide all your answers.

Please let me know if you have any further questions.

Regards,

Byron

[NestNotTheBest]

Chromebook? Are you kidding?

[NestNotTheBest]

Started after a power outage. But, since then, we have purchased both a new Nest Connect and a New Yale Lock system.  Not devices blocking anything to the Nest Connect (5-6 feet away. Nest Connect light is green nd connected to a 2.4Ghz network. The user trying to add the lock to the app is using Android. They have tried also turning off cellular and using just wifi and bluetooth. we have not tried using another device as I am 1000 miles away. We have added the user we are working with (our realtor) to our nest account in order to do this. We were having the same issues with the old lock as well. After replacing the Nest Connect, we thought that was the logical next step. I am currently thinking of changing the wifi router to another brand. So I am basically throwing speghetti at the wall hoping something sticks

[NestNotTheBest]

Nest has awful customer service and support. They say its Yale problem, Yale says its a Nest problem. There is ZERO accountability

[ByronP]

Hi NestNotTheBest,

Thank you for your reply. I appreciate all the detailed information and also you contacted us before. Let’s get this resolved.

Based on your answers, please follow these recommendations:

1. Restart the Android phone.
2. Ensure the Nest Connect is awake and within pairing distance (maximum of 2 to 3 feet).
3. Restart the Nest Connect. (Here is a helpful article on how to restart the Nest Connect).
4. Put the Android device on Airplane mode, then turn on Bluetooth and Wi-Fi.
5. Restart the network equipment (router, extender, or modem). Then try to set up your Nest Yale x Lock

• Additionally, do you have the Case ID for the previous interaction with customer service?

Please keep me posted on how it goes.

Regards,

Byron