Yale+Nest lock and nest connect problems

[426]

I have had the system running as expected for two years.  

While troubleshooting an issue (it turned out to be a physical issue with the door and deadbolt) the advice was to factory reset the lock.  After that reset, I have not been able to reconnect the lock.

In troubleshooting the lock, I was asked to factory reset the nest connect.  I have not been able to re-add the nest connect to the app.  I purchased a second next connect.  I am not able to add that one to the system either.

I usually get NA024(4.8) error.  When I reboot the connect I can get a NA013(4.8) error.

I have factory reset everything.
I have moved one of the eero mesh routers to within a foot of the connect.
I have rebooted the entire wifi system including all routers.
I have restarted the nest thermostat and followed all the reconnect steps.

The nest doorbell, the next thermostat, a temperature sensor, the nest protect smoke/co2 alarm all working as expected. [I have tried moving both a eero router and the nest connect to within 4 feet of the thermostat and 10 feet of the next protect.]

The lights on both connects blue but they do time out and stop glowing.

Any ideas what to try next?  The lock is a bit overkill with only the master code I do not want to share.

[luciaaa]

Hi, @426,

Thank you so much for reaching out to the community. I’m truly sorry your Nest Connect and the Yale Lock are not connecting to the WiFi. I'm happy to help you find a solution.

Based on your description, it seems you've already tried factory resetting both devices and even purchased a new Nest Connect. I appreciate your efforts to resolve this inconvenience.

Since you're encountering error codes NA024 and NA013 during setup, it's likely that a device is interfering with the connection between the Nest Connect and your Wi-Fi. Please try to create a new home structure and try to pair the Nest x Yale lock.

Please let me know how it goes.

Best regards,

Ana.

[426]

This worked.  Now do I need to move the rest of my household devices over?

[luciaaa]

Hi, @426,

Thank you so much for your response, and thank you for letting me know previous steps worked. I’m happy to help you with further assistance. 

If you want to group all the devices, you have two options: 

If you wish to use the new home:

• Delete the old home.
• Remove any devices in the old home.
• Add the reset devices to the new home.

If you wish to use the old home:

• Remove all devices from the old home.
• Connect all devices using the same network.
• Pair the Nest x Yale lock first and then pair all the remaining Nest devices.

Keep me posted.

Best regards,

Ana

[426]

All devices reconnected EXCEPT for the Nest Protect.  I have done two factory resets.  I have tried connecting via the QR code.  I have tried connecting manually via the NEXT-#### wifi network.  

All have failed.  What should I try next?

[luciaaa]

Hi, @426,

Thank you so much for your response. I'm sorry to hear you're having trouble pairing your Nest Protect. I am happy to provide you with further assistance. 

• Do you have battery power or wired Nest Protect? 
• Are you receiving any error codes?
• How far is the device from your router?

Before we troubleshoot, please ensure the following:

• Your mobile software and Nest app are up-to-date.
• Bluetooth is enabled, and no other devices are connected.
• There are no nearby devices (like cordless phones or microwaves) that might interfere with your Wi-Fi signal. If you suspect interference, try relocating these devices or changing your Wi-Fi channel. For more information, see this article: Troubleshoot wireless interference.

Please try these troubleshooting steps:

• Restart your modem and router.
• Force close and open the Nest app.
• Perform a factory reset on your Nest Protect. For instructions, check out this article: Reset Nest Protect and erase all settings.
• Set up your Nest Protect again through the Nest app.

Please let me know if you have any further questions.

Best regards,

Ana