08-16-2022 06:02 PM
Hey there,
Install of my Nest X Yale Lock was fine until I tried to use the App. It's really glitchy. Additionally my Yale lock seems incapable of connecting to my Nest Connect. It seems like an App issue, but I've reinstalled the app a few times and restarted my iphone with little success. Would appreciate any help. Thx.
Answered! Go to the Recommended Answer.
08-25-2022 07:42 AM
I just spent hours on the phone with support and the only solution that allowed me to connect the Nest Yale Lock to the Nest app was to create a new home in the Nest app. I had an already existing home in the Nest app where I have my doorbell and outdoor cameras connected. I was trying to add the lock to this home in the app and it just wouldn't work. The support agent had me create a new home in the Nest app and when I added the lock to that home (no other connected devices in that new home), it worked.
Not an ideal solution, but at least it's working now.
09-13-2022 12:29 PM
Hi Brenda
Thanks for the info! Due to the age of our lock, we would not be eligible for a refund. We were FINALLY able to pair our lock with the Nest connect and it is working again.
09-14-2022 02:53 PM
Everything is working now, thanks
08-21-2022 05:24 PM
Hi meadowbrook,
Thanks for visiting the Community. I'm sorry to hear that and for the delayed response. Let's get this sorted — a few questions:
Going over the steps here might help:
Let me know if that works.
Thanks,
JT
08-24-2022 06:54 PM
Hi meadowbrook,
It's me again. I want to make sure you're all good — how did the steps go?
Regards,
JT
08-25-2022 03:28 AM
Thanks JT,
I haven't had a chance to work on it. I will try this weekend and let you know. Thanks for following up!
08-25-2022 07:42 AM
I just spent hours on the phone with support and the only solution that allowed me to connect the Nest Yale Lock to the Nest app was to create a new home in the Nest app. I had an already existing home in the Nest app where I have my doorbell and outdoor cameras connected. I was trying to add the lock to this home in the app and it just wouldn't work. The support agent had me create a new home in the Nest app and when I added the lock to that home (no other connected devices in that new home), it worked.
Not an ideal solution, but at least it's working now.
08-26-2022 10:14 AM
Hi there,
Just checking in on this thread as a solution was found. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.
Best regards,
Brad
08-27-2022 06:12 AM
I'm still trying to figure it out. Will post when It is resolved. Please leave the topic open. Thanks
08-27-2022 06:33 AM
So the issue with the App that seems to be my main hurdle is when I wake up the Nest Connect to connect the lock it asks me to "Select your product from the list", but then there is no list to select from. It's really frustrating.
08-28-2022 06:53 PM
Hey meadowbrook,
Got it, thanks for trying. Let's dig deeper into this. Try the troubleshooting steps here:
Let me know how it goes.
Thanks,
JT
09-04-2022 04:08 PM
Hi Janthadeus,
I have done all of these steps and nothing is allowing me to connect my Nest Yale lock in my Nest app. The Nest Connect works but the issue is in the nest app when trying to (re)add the lock. I will try creating a new home and adding the lock there. Fingers crossed. We have spent weeks trying to sort this out
09-04-2022 04:21 PM
Hi JanetB,
Got it, thanks for your efforts. Sounds like a plan!
Keep us posted.
Best,
JT
09-04-2022 04:47 PM
Tried creating a new home but that didn't work either. It keeps telling me my Nest connect is already in the Nest account but it isn't listed product list. This is so frustrating.
08-28-2022 06:58 PM
Thanks All. I was able to get it to work. A combination of restarting the Yale lock (removed batteries) and trying different locations for the nest (which was counter intuitive as it is now further from my router). It is working fine now. I appreciate all the help!
08-29-2022 03:42 PM
Hey meadowbrook,
Cool, we're glad to hear that! Feel free to let us know if you need further assistance.
Best,
JT
09-01-2022 03:50 PM
Hi there,
Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.
Best regards,
Brad
09-06-2022 04:06 PM
Hi folks,
I'm sorry to hear that but we appreciate your efforts. No worries, we'll dig deeper into this. Try to factory reset your Nest x Yale lock.
Let me know how it goes.
Best,
JT
09-06-2022 05:25 PM
The lock will not reset. I've pressed the button for over a minute with the batteries in. It just won't reset.
09-06-2022 05:41 PM
It will not reset. I removed the batteries, to remove the screws, then held the reset button, while the batteries gave it power. IT WOULD NOT RESET. I bought this directly from the google store. I should be refunded. Note: I purchased it last Decemer while my apartment was under construction. I'm supposed to have a renter next week. GS.3122-8595-9395
09-06-2022 06:50 PM
Hi Brenda
my husband had the same issue. With batteries out, press and hold the reset button while you put the batteries back in. I'm not sure from your post whether you did that specific method. 😊
09-06-2022 06:51 PM
Hi IBEBrenda,
Thanks for trying. Don't give up on us yet. No worries, we'll get this sorted. Try the steps here:
Let us know if that helps.
Best,
JT
09-06-2022 07:48 PM
The sad thing is that I had it working - with a code and connection. It would t stay connected. That's all I was trying to do was re-connect what I already set up. Nest could not find the connection to the lock post set-up.. Hunk of junk!
09-07-2022 07:25 PM
Hi there,
I know how you feel about this. In rare cases, your WiFi equipment settings may be causing issues with your Nest × Yale Lock during setup. If you’re still having difficulty setting up your lock, verify that your WiFi settings meet the requirements. You may reach out to your internet service provider to configure your router settings.
Have a look at this guide: Update WiFi network and router settings.
Let us know if that helps.
Thanks,
JT
09-08-2022 05:47 AM
Hi JT
thanks for the information. I already checked all of those and confirmed our router is compliant. The issue is the app, I believe. The Nest connect is connected to the Nest app and wifi, the lock codes work when entered. The issue occurs when we try and add the lock to our account. In that step, the app cannot find the Nest Connect to add the lock. So the two pieces work independent of each other, they just can't communicate within the app. I tried adding a new home, that didn't work either.
09-08-2022 05:50 AM
PS we also have a Nest thermostat and camera that both work fine on our Network but they both connect directly to our wifi. Don't know why the lock isn't able to.
09-09-2022 08:47 AM
Are you trying to add the lock and connect to the Google Home app? Or are you referring to adding them to the Nest App?
Best regards,
Brad
09-09-2022 09:23 AM
Google home does not support adding a Nest x Yale lock to a home so it is the Nest app I am referring to
09-09-2022 09:26 AM
That was exactly why I was asking. Glad to hear you are aware. Do you have a dual-band router? If you can assign the connect to a 2.4ghz channel and everything else on the 5ghz channel, that has worked for some users.
Best regards,
Brad
09-09-2022 09:33 AM
that is where the Nest Connect is. It doesn’t connect to any other channel. It is the only device connected to that network. The issue is not the router, wifi or network. The issue is in the Nest app. I have an open case ID with Google suoport. Even they aren’t able to help at this point. Ever since the last Nest app update, we have been unable to re-add the lock despite trying every suggested solution in the support forum.
09-12-2022 08:52 AM
I would suggest that you reach out to Support about your case, and see what your options are. That is most likely the best option for you in this situation, I believe.
Best regards,
Brad
09-01-2022 05:29 PM
I've been struggling for hours now, I've done the step of creating a new "home" but it will not keep the Nest Connect connection in order to add the lock. I'm using a the google WifI router access point, in addition to a mesh router in the house to a nest connect in my detached garage. I had it connected using an IPAD at one point but it wouldn't keep the next connect alive. I'm going to move the Nest connect closer to the router and further from the lock, and try the above solution by turning on airplane mode/bluetooth & wifi. Would prefer to use my pixel instead of an ipad. Been at this hours now.
09-01-2022 05:30 PM
I should add this home has three nest protect devises and the nest thermostat, never a problem setting up. But this cursed Yale lock!
09-02-2022 08:31 AM
Have you tried to troubleshoot the issue using this great troubleshooting tool? I suggest you give it a try, and let us know if you need further assistance.
Best regards,
Brad
09-02-2022 09:13 AM
Yes, over and over. Next step is resetting the lock. That's the only thing I haven't tried.
09-02-2022 09:43 AM
I would definitely try the reset then. Just make sure to look over the process just to make sure. With the cameras, for example, you can lose video history with a Factory Reset. Look over the process here.
Best regards,
Brad
09-05-2022 11:17 AM
My contractor installed the screws so tight I cannot remove it to reset it. He will try tomorrow. I purchase it over 3 months ago so I cannot get a refund. But it's looking like I need another brand and smart solution. I did the lock connected to nest connect but the connect won't stay connected, which defeats the purpose. I just purchased a Google home hub, and it too is useless for managing all the IOT devices. Really Google needs to get a handle on this in order to advance to the 5g IOT
09-13-2022 09:24 AM
Hi there,
Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.
Best regards,
Brad
09-13-2022 10:23 AM
@JanetB I purchased a the KwikSet Halo. Easy to install - no hub required. Comes with a key! Unlocks from 40 miles away. So far I haven't had to turn the power off, but if you have a Yale+Nest set up, you'll never connect again after the power outage. Throw it in the trash. Get your money back if it is not too late.
09-13-2022 12:29 PM
Hi Brenda
Thanks for the info! Due to the age of our lock, we would not be eligible for a refund. We were FINALLY able to pair our lock with the Nest connect and it is working again.
09-05-2022 10:10 AM
tried all of the above, including the steps in the "great troubleshooting tool" which isn't so great after all. I am really tired of this issue. We have been trying to fix this for over a month. The issue is definitely the Nest app when trying to re-add the lock to Nest Connect. The Nest Connect is working fine but the lock, not so much.
09-14-2022 02:33 PM
Hey there,
I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity.
Best regards,
Brad