Nest Yale Lock offline.

[Ethorsen]

My lock is now offline too. I have reset the Nest Connect and replaced the batteries. 

How did you get it resolved? Mine is still offline. 

[Angie10]

I haven’t been able to. 

I’ve changed out the batteries, created a separate 2.4GHz WiFi for the nest connect and hard reset the next connect and the lock. And deleted the app. And reinstalled everything. I’m only able to get the lock online for about 30 to 40 minutes before the lock goes offline again.  And I was hoping for google nest product support and nothing yet. 

[sicsacol]

Hi @Ethorsen,

Thanks for reaching out to the community. I understand your Nest x Yale Lock is offline, especially after you've already put in a lot of effort trying to resolve it, including changing the batteries and resetting the Nest Connect. I appreciate the information shared. No worries, let's work together to get it resolved. To help with that, I have a few questions:

• How far is your Nest x Yale Lock from your Nest Connect?
• Are there any walls, mirrors, microwave appliances, or Bluetooth devices between your Nest Connect and your router?
• How far is your Nest Connect from your router? 

Any additional details you can provide will be helpful.

Regards,
Jonathan

[BBryan]

I have had an ongoing issue with my Nest Connect going offline. Google sent a new Nest Connect and it is doing the same thing. 

My Nest Connect is plugged in next to the door. 

The router is in my office and so there is a wall between the Connect and the router. 

I changed to fiber optic internet last year after having cable for many years. Could my internet be dropping the connection? 

I have talked to at least five CSRs at Google and only one was able to actually help me get the new Nest Connect set up. I have spent hours dealing with this. I need it to just work because I air bnb my home when I am away. 

[sicsacol]

Hi @BBryan,

Thanks for posting in the community. I understand your Nest Connect is going offline, and you've replaced your Nest device, but the new one is experiencing the same connection issue. I appreciate the detailed information shared and the troubleshooting efforts you made to resolve it with our live support. No worries, I'd be more than glad to assist you. 

To help me look into this further and review your previous interactions with our support team, could you please provide your case ID? This will allow us to access the details of your previous troubleshooting steps you've tried.

Please keep me updated.

Regards,
Jonathan

[BBryan]

Hi, Jonathan,

Here is my case number 3-8159000039136

[sicsacol]

Hi @BBryan,

Thanks for your reply and for the case ID.

After reviewing your support history, I just want to clarify something: Can you tell me if you've already followed the steps our support team provided in the last email? If so, what was the result?

Please keep me updated.

Cheers,
Jonathan