T013(4096) error. Can’t connect the Yale Lock

[SmithCA]

No matter the troubleshooting, I can’t get the Nest Connect to connect to my Yale Lock.  The initial Nest Connect add goes well.  As soon I I try to connect the lock I get the T013(4096) error.

[Jborcherding]

Same here, although my code has been T030. I'm starting to see more and more threads on this now, so hopefully this gets some traction. I've done everything in the troubleshooting guide and then some: dozens of factory resets on the Connect and Yale lock, power cycled my router, created a separate 2.4ghz network for just the Yale Lock and Connect, restarted phone, reinstalled Nest App, purchased another Nest Connect, nothing has worked to keep these two devices communicating. So now my smart lock is just a lock with a keypad. Always offline.

[Brad]

Hi there,

I am sorry to hear that you are having this issue with your Yale lock. I believe that factory resetting your lock should provide different results. If you haven't already, you can learn here how to factory reset your Yale lock, which may help to reset issues it may be having.

Best regards,

Brad

[Jborcherding]

Brad,

I've seen you replying to many different users regarding this so I would be surprised if you weren't already aware this is a larger issue and requires Google/Nest's support. I've already performed factory resets on both devices nearing 5 times now.

[Eggy_Rivera]

Doesn’t work

[janthadeus]

Hey folks,

I’m sorry to hear that but we appreciate your efforts here. No worries, we’ll check this out — a few questions: what’s the status light of your Nest Connect? How far is your Nest x Yale Lock and Connect from the router? Are the batteries of your lock fresh and standard AA alkaline batteries? Also, what Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?

Here are some troubleshooting steps you can try:
 

1. Take off the battery cover and remove the batteries from your lock. If you received a low battery alert, use a fresh set of standard AA batteries. Don't use rechargeable batteries with your lock.
2. Put the batteries back in after 60 seconds. Wait a few minutes to check if your lock comes back online.
3. Restart the Connect: 
   • Plug Connect into a power outlet. 
   • Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. 
4. Factory reset your Connect. Hold your Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. Keep holding down the button, when the light flashes yellow then goes off, release the button. 
5. Remove it from the Nest app. Then, add it back. The recommended router settings are the 2.4 GHz Wi-Fi frequency. 
6. Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
7. If all else fails, factory reset your lock.

I appreciate the help here, Brad.

Thanks,

JT

[Jborcherding]

JT,

Status light on the Connect is always solid green. Distance from my lock and Connect is ~4feet with a direct line of sight. Distance of Connect from Router and Modem is ~12feet. I've moved the Connect closer to the Router and Modem so that it's halfway in-between both the lock and the Router and Modem but nothing changes. I've completed all of your steps multiple times. My last effort was purchasing another Connect which was a waste of money since the issue still persists even after following all of the steps for the new Connect. My next step is ditching Google/Yale and going with SimpliSafe.

[janthadeus]

Hi Jborcherding,

I appreciate you for trying here. Let's dig deeper into this — you can also give these steps a try:

1. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
2. Close all the apps running in the background of your phone, reopen the Google Home app then try adding it again.
3. Bring your phone closer to the camera within 10 to 12 inches during pairing setup.
4. Restart your phone, turn it off for 60 seconds then turn it on.
5. Put your mobile device on airplane mode, then turn on Bluetooth and WiFi.
6. Try a different mobile device.

I hope that helps.

Regards,

JT

[Jborcherding]

Thanks JT,

The Connect and Lock are paired and show up in the app, but the lock and the Nest Connect don't seem to be communicating. The Nest Connect shows offline. The only time I have gotten it to connect to WiFi is after a fresh factory reset of both the lock and the Nest Connect. Unfortunately this only lasts for about an hour before the Nest Connect goes offline for good. Light stays solid green. I've tried everything in your list with the exception of trying the setup process with another phone. If that's going to be what solves this then I don't want to deal with Google/Nest and Yale.

[Julzy310]

Apparently I cannot get the 2.4 ghz signal from my Isp modem. The isp says they cannot separate the signal. How can I force the ‘nest connect’ to connect to the 2.4 ghz??? G This Isp modem is the only option for this isp in my area)

[Eggy_Rivera]

Didn’t work

[janthadeus]

Hey there, 
 

Got it, thanks for updating us. We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.

Cheers,

JT

[tonypelosi]

I am having this issue, getting the T013(4096) error. Tried multiple factory resets off both the lock and Connect and still no luck. Connect gets on Wi-Fi just fine, but lock wont communicate with it while setting up the lock.

[janthadeus]

Hi tonypelosi,

Thanks for reaching out. I’m sorry to hear that. No worries, we’ll check this out — a few questions: what’s the status light of your Nest Connect? How far is your Nest x Yale Lock and Connect from the router? Are the batteries of your lock fresh and standard AA alkaline batteries? Also, what Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?
 

Here are some troubleshooting steps you can try:
 

• Take off the battery cover and remove the batteries from your lock. If you received a low battery alert, use a fresh set of standard AA batteries. Don't use rechargeable batteries with your lock.
• Put the batteries back in after 60 seconds. Wait a few minutes to check if your lock comes back online.
• Restart the Connect: 
  • Plug Connect into a power outlet. 
  • Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. 
• Factory reset your Connect. Hold your Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. Keep holding down the button, when the light flashes yellow then goes off, release the button. 
• Remove it from the Nest app. Then, add it back. The recommended router settings are the 2.4 GHz Wi-Fi frequency. 
• Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
• If all else fails, factory reset your lock. Then, re add it to your Nest app.

Let me know how it goes.

Thanks,

JT

[Kegsterii]

I spent 5 hours on the phone with google to figure mine out. Brutal. Major tip - when you go to connect to the Lock to the Nest Connect, you MUST have the door closed. 

[tonypelosi]

Hello JT,

Thank you for the response. My responses are below.

[JT] what’s the status light of your Nest Connect?

[Tony] The Nest Connect appears to be working fine and shows as connected. The light is green, and when I tap the button it turns blue then right back to green. I have performed multiple rounds of factory reset, remove from app, and re-add every time successfully.

[JT] How far is your Nest x Yale Lock and Connect from the router?

[Tony] Close, about 15 ft (next room over). I have tried 2 different unobstructed outlets. This used to work and then stopped working and not sure why. But I have factory reset both Nest Connect (can successfully re-add) and Yale x Nest door lock (fails to re-add).

[JT] Are the batteries of your lock fresh and standard AA alkaline batteries?

[Tony] Yes, I put in new batteries.

[JT] Also, what Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?

[Tony] Dual band on the same SSID (only one SSID shows up - it's a feature natively supported by the router).

[JT] Take off the battery cover and remove the batteries from your lock. If you received a low battery alert, use a fresh set of standard AA batteries. Don't use rechargeable batteries with your lock. Put the batteries back in after 60 seconds. Wait a few minutes to check if your lock comes back online.

[Tony] This did not work. There are fresh batteries now and I factory reset the door lock.

[JT] Restart the Connect:  Plug Connect into a power outlet.  Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button.  Factory reset your Connect. Hold your Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. Keep holding down the button, when the light flashes yellow then goes off, release the button.  Remove it from the Nest app. Then, add it back.

[Tony] This works, I have performed this routine multiple times.

[JT] The recommended router settings are the 2.4 GHz Wi-Fi frequency.  Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.

[Tony] It is a wireless router provided by Comcast Xfinity that natively supports dual-band on 1 SSID.

[JT] If all else fails, factory reset your lock. Then, re-add it to your Nest app.

[Tony] I tried this multiple times but it fails at the step when it tries to connect with Nest Connect with the error code provided. See screenshot below.

[janthadeus]

Hey there,

I appreciate your efforts in trying all those troubleshooting steps. It looks like there’s a weaving issue pairing your lock to the Wi-Fi network. Let’s further check this. Do you have other Nest devices at home (thermostat, smoke alarm, etc.)? Could you create a new home structure, add your Connect and lock then let me know how it goes?

Best,

JT

[tonypelosi]

Hi JT,

[JT] It looks like there’s a weaving issue pairing your lock to the Wi-Fi network. Let’s further check this.
[Tony] OK, plausible hypothesis. Does that mean the Connect and door lock may be connecting to different WiFi spectrums (2.4ghz vs. 5ghz)?

[JT] Do you have other Nest devices at home (thermostat, smoke alarm, etc.)?
[Tony] I do not. Makes it less of a burden to delete and re-add the home structure, huh?

[JT] Could you create a new home structure, add your Connect and lock then let me know how it goes?
[Tony] OK. I am unfortunately headed out for a long business trip but I will try when I get back. Thanks!

[Jborcherding]

FYI, I've tried all of this. Created separate 2.4ghz channel on my network that only the Nest Connect and lock were tied to. Did not resolve the issue. Also created secondary home in the Nest Home app, this allowed the connection for a couple of hours until the connection dropped and has not reconnected for months.

[janthadeus]

Hey folks,
 

Tonypelosi, checking back in — how’s it going? Did you get a chance to pair your devices to a new home structure? If so, how did it go? Let me know if there’s anything else.

Jborcherding, thanks for trying those troubleshooting steps. Could you try pairing it through a mobile hot-spot and let me know if it works?

Best regards,

JT

[Jborcherding]

JT, I've tried all of the steps in the troubleshooting guide, I've tried everything that all of the community specialists have recommended. It's clear there's no obvious awareness to the true issue at hand, otherwise there wouldn't be all of these suggestions being thrown around. I'm not interested in troubleshooting this anymore and gave up months ago after purchasing a second Nest Connect device and following all troubleshooting steps over and over. The Yale lock is now a standard lock with a keypad for me and does not provide any smart features. I have given up on Yale/Nest products and will be looking for other products. I appreciate your support, but I wish you and other specialists were given the resources necessary to properly troubleshoot an obvious issue that users are having but Google has not appropriately addressed.

[KLisk]

^I'm right here with you. I've had a yale lock for about a year and the thing never stays connected. Recently I had a month of luck and I received an alert that I needed to change the batteries. Did that, now it won't come back online. Should I mention, out of the box, I experienced pairing issues, had to set up multiple homes within the app and run through all of the trouble shooting steps you've gone through. Now I'm over it. These connected features aren't worth the headache. It should work out of the box and not require hours of deep research to try and trouble shoot. Rather spend that time researching more reliable products. 

[janthadeus]

Hello there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.
 

Best,

JT

[tonypelosi]

Hello JT,

Yes I still need help, but I am out of the country until 2nd week in March on business, so I have not been able to attempt pairing the devices to a new home structure yet, and won't be unable to perform any further steps until I am back.

- Tony

Tonypelosi, checking back in — how’s it going? Did you get a chance to pair your devices to a new home structure? If so, how did it go? Let me know if there’s anything else.

[janthadeus]

Hey folks,
 

@tonypelosi, understood — we’ll keep this thread open until you’re back to perform the steps. Keep me posted.

@Jborcherding, thanks for the update. We got the form you've submitted — thanks for filling that out. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Best,

JT

[tonypelosi]

Hello JT,

Not yet. The home is inhabited by my tenant in another state so I have limited, infrequent access. I submitted to this thread when I last flew there to check-in on them, but not sure when that will happen next. I would have my tenant attempt the steps but they are not as tech saavy and I at least showed them ho to add/remove codes from the door lock itself, so there's a stop gap for now.

[tonypelosi]

In the meantime, can you please share instructions on how to remove and re-add a new home structure? I will forward to my tenant. Not sure if they will be able to follow it, but I will ask them to try. Thanks!

[janthadeus]

Hey tonypelosi,

Understood — thanks for getting back to us.

Here’s how to remove and re add a home structure in the Nest app:

Remove a home structure:

1. Open the Nest app .
2. At the top left, tap Menu .
3. Select the home that you want to remove.
4. At the top right corner, tap Settings > Home info > Leave home > Leave.

Add a home structure:

1. Open the Nest app .
2. At the top left, tap Menu .
3. Tap Add Continue.
4. Give your home a name > tap Next.
5. Enter your new home's address > tap Next.
6. Choose if you want to use your phone's location to help with Home/Away Assist for your new home.

To learn more, have a look at this guide: Manage homes and products in the Nest app.

Thanks,

JT

[janthadeus]

Hi there,

It's me again. I want to make sure you're all good — how did the steps go?
 

Regards,

JT

[tonypelosi]

I responded in another in-line thread that I have not had the chance to try again because my home is tenant occupied and I live about 1500 miles away, so I am not there often and have not had the chance to try again.

[janthadeus]

Hi there,

Got it — keep me posted.

Thanks,

JT

[janthadeus]

Hi Jborcherding.

I appreciate all your efforts here. We’d like to further investigate this — could you fill out this form and let me know once you’re done?
 

Looking forward to your response.

Best,

JT

[Jborcherding]

I filled out this form in the main thread which Brad recommended. However, I filled out your form too. 

[McAuliffM]

Looks like I am in the same boat as the rest of the folks on this thread. My Nest Connect is showing up, and live but when I try to pair it with my lock, I receive the same errors. I too have tried the factory resets, so this reply is to keep up with potential solutions. Thanks.

[janthadeus]

Hey there,

McAuliffM, have you tried the troubleshooting steps I shared above? Those should help you get back on track.  

tonypelosi, did you get a chance to share the steps to your tenant?

Thanks,

JT

[McAuliffM]

My apologies for the delayed response, at this point I'm still unable to connect. I'd be interested to know what router/mesh network everyone else is using. I know it's unlikely, but wonder if it's something within the router itself.

[Jborcherding]

I'm using an Asus RT-AX82U with IPV6 enabled. One of the second-level support agents recommended I enable that and assured me that would resolve the issue, but it did not.

[McAuliffM]

Got it. I'm using an Orbi AX6000, so it's not solely an issue with a certain type of router. Thanks for the clarification.

[janthadeus]

Hey folks,

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

Jborcherding, for further assistance you may reach out to Yale support here. They'd be happy to take a look into your device.
 

Regards,

JT

[Jborcherding]

Thanks Janthadeus, I'll reach out.