Yale lock won't connect to nest connect - App is really glitchy

[meadowbrook]

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. 

[josephshowie · Accepted solution]

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.

[JanetB · Accepted solution]

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.

[janthadeus]

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: 

1. What’s the status light of your lock and connect? 
2. How far is the lock from the connect and router? 
3. Are you getting any error messages? 
4. What WiFi frequency band do you try to connect to (2.4 GHz or 5 GHz)? 
5. Do you have an Android or iPhone?

Going over the steps here might help:

• Restart your Nest Connect, hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. Wait for Connect’s light to turn green, which means the restart is complete.
• Try plugging your Connect into a different outlet that’s about halfway between your lock and router. If that doesn’t work, try again at additional outlets or locations in your home.
• Restart your lock, remove one battery. Wait 20 seconds. Then, put the battery back in. Try adding your lock to the app again.

Let me know if that works.

Thanks,

JT

[janthadeus]

Hi meadowbrook,

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

Regards,

JT

[meadowbrook]

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!

[josephshowie · Accepted solution]

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.

[Brad]

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

[meadowbrook]

I'm still trying to figure it out.  Will post when It is resolved.  Please leave the topic open.  Thanks

[meadowbrook]

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.  

[janthadeus]

Hey meadowbrook,

Got it, thanks for trying. Let's dig deeper into this. Try the troubleshooting steps here:

• Make sure Bluetooth is on. Toggle Bluetooth off, then back on to refresh the connection.
• Restart the network equipment (router, extender, or modem).
• Reboot your phone
• Put the mobile device or tablet on Airplane mode, then enable Bluetooth and WiFi.
• Bring your Connect closer to your router at least 3 to 5 feet and shouldn't exceed 50 feet from your lock.

Let me know how it goes.

Thanks,

JT

[JanetB]

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

[janthadeus]

Hi JanetB,

Got it, thanks for your efforts. Sounds like a plan! 

Keep us posted.

Best,

JT

[JanetB]

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. 

[meadowbrook]

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!

[janthadeus]

Hey meadowbrook,

Cool, we're glad to hear that! Feel free to let us know if you need further assistance.

Best,

JT

[Brad]

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

[janthadeus]

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

[IBEBrenda]

The lock will not reset. I've pressed the button for over a minute with the batteries in. It just won't reset.  

[IBEBrenda]

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

[JanetB]

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. 😊 

[janthadeus]

Hi IBEBrenda,

Thanks for trying. Don't give up on us yet. No worries, we'll get this sorted. Try the steps here:

• Remove the battery cover and batteries.
• To remove the battery cover, you’ll need either the battery cover key that came in the box with your Nest × Yale Lock or a thumbtack. A small allen or hex wrench may also work.

1. Insert the key or thumbtack into the hole on top of the battery compartment and press down firmly.
2. Grip the cover near the top and pull it off while you continue to press with the key or thumbtack.
3. Remove all the batteries.

• Unscrew the 2 bolts holding the mounting plate.
• Remove the mounting plate to reveal the reset button, which is located on the left side of the cable connector.
• Hold down the reset button while you put in the batteries.
• Keep holding down on the reset button until the light turns red and the lock says “Just a moment, erasing all settings.”
• Release the reset button.
• Take out one battery each from the left and right side of the lock to expose the screw holes.
• Place the mounting plate on your door and line up the screw holes.
• Screw in the 2 bolts holding the mounting plate.
• Put the 2 batteries back in.
• The Nest × Yale Lock will say “Hi, from Yale and Nest” when the reset is complete
• Replace the battery cover.

Let us know if that helps.

Best,

JT

[IBEBrenda]

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! 

[janthadeus]

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

[JanetB]

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. 

[JanetB]

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. 

[Brad]

@JanetB

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

[JanetB]

@Brad 

Google home does not support adding a Nest x Yale lock to a home so it is the Nest app I am referring to

[Brad]

@JanetB

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

[JanetB]

@Brad 

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.

[Brad]

@JanetB

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

[IBEBrenda]

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. 

[IBEBrenda]

I should add this home has three nest protect devises and the nest thermostat, never a problem setting up.  But this cursed Yale lock! 

[Brad]

@IBEBrenda

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

[IBEBrenda]

Yes, over and over. Next step is resetting the lock. That's the only thing I haven't tried. 

[Brad]

@IBEBrenda

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

[IBEBrenda]

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

[Brad]

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

[IBEBrenda]

@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. 

[JanetB · Accepted solution]

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.

[JanetB]

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.

[Brad]

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