Trying to convert to Nest Connect from Nest Secure. Connect will NOT set up

[Skipworth]

Received my Nest Connect and am trying to install it.  While standing ~2ft from my Nest Guard, I  scanned the QR code but get "The app is having trouble connecting to the assisting Nest product", so tried to connect without scanning code.  Got the Entry Key and Network Name from the back of the unit.  Typed in the entry key when asked, and hit next.  Confirmed the unit was awake and hit next.  On the page "Select your product from the list", there are NO network names shown to select from.  So right now I am a week away from losing my ability to work my door locks remotely and need help ASAP.  Either need to understand how to get this connect working, or get a replacement ASAP.

[pereztzum]

Hi @Skipworth 

It sounds like you're encountering some difficulties setting up your Nest Connect. Here are a few steps you can try to get it working and avoid losing remote access to your door locks:

Troubleshooting the Nest Connect Setup:

1. Restart Nest Products: Power cycle both the Nest Connect and Nest Guard. Unplug them from the power source for a minute, then plug them back in and wait for them to fully boot up (usually takes about a minute).

2. Double-Check Wi-Fi Network:

   • Ensure your phone and Nest devices are connected to the same Wi-Fi network (both 2.4 GHz or 5 GHz band can work, but some routers might have separate SSIDs for each band).
   • Verify your Wi-Fi signal strength near the Nest Connect. A weak signal can cause connection issues.

3. Manual Network Entry:

   • Since the app isn't showing Wi-Fi networks, try entering your network name (SSID) and password manually during setup.
   • Make sure you're entering the correct credentials (case-sensitive) and that your network doesn't have any special characters that might cause problems.

4. Reset Nest Connect:

   • If manual entry doesn't work, consider resetting the Nest Connect to factory settings. There's a small button on the back of the unit, press and hold it for about 10 seconds until the light pulses blue. Then, follow the app prompts for setup again.

Alternative Solutions:

• Nest Support: If none of these troubleshooting steps work, contact Nest Support as soon as possible. Explain the issue you're facing and the urgency of regaining remote access to your door locks. They might be able to offer further assistance or expedite a replacement if necessary.

  • Phone: You can find the phone number for your region on the Nest website https://support.google.com/googlenest/gethelp?hl=en
  • Online chat: Nest support might also offer an online chat option.

• Temporary Access (if applicable): Check with your door lock manufacturer (e.g., Yale) to see if they offer temporary access codes. This can be a temporary solution until you resolve the Nest Connect issue.

Here are some additional resources that might be helpful:

• Nest Connect Setup Guide: https://support.google.com/googlenest/answer/9248157?hl=en&co=GENIE.Platform%3DAndroid
• Nest Support Contact Information: https://support.google.com/googlenest/gethelp?hl=en

By trying these suggestions, you should hopefully be able to get your Nest Connect working and regain control of your door locks remotely. If the issue persists, contacting Nest Support for further assistance or a replacement is the best course of action.

Best, 

Brandon.