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Nest x Yale Lock and Nest Detect can no longer connect to Nest Hub Max

Beginning in late July 2022, Nest Hub Max devices will receive a software update to prepare Nest Hub Max for Matter compatibility. Matter is a new smart home standard that will make smart devices more universally compatible. 

This update will cause Nest x Yale Locks and Nest Detects to no longer be able to use Nest Hub Max as a bridge to the Wi-Fi in your home or as a range extender as they aren’t compatible with the updated standard. If you already have a Nest Connect or Nest Guard nearby, they can function as a bridge or range extender for your Nest x Yale Lock or Nest Detect, so you won’t need to do anything for your devices to continue working normally.

Nest is offering a Nest Connect to Nest x Yale Lock customers that don't own a Nest Connect or Nest Guard and have been relying solely on a Nest Hub Max as a bridge for their lock to access Wi-Fi. Once set up, your Nest x Yale Lock will use the Nest Connect as a bridge instead of your Nest Hub Max. Learn more about Nest Connect.

Important: If you don’t have or add a Nest Connect or Nest Guard to your home in the Nest app, your lock and any Nest Detects will lose connectivity and become offline.

Prepare your lock or Nest Detect to stay connected before the update

To keep your lock or Nest Detect connected, you’ll need to have a Nest Connect or Nest Guard installed in the Nest app and within range of your Nest x Yale Lock or Nest Detect prior to the software update. If you do, when the Nest Hub Max software update occurs your lock should stay connected to Wi-Fi and the Nest app.

If you have an existing bridge like a Nest Connect or Nest Guard, move one of them closer to your lock or Detect. Generally, it should be within a line of sight of your lock or Detect. If not, you’ll need to get a new Nest Connect and install it with the Nest app. If you don’t currently have a Nest Connect or Nest Guard or you need help related to this update contact Nest support

Note: You can place Nest Detects up to 50 feet away from Nest Guard, but the range can vary depending on your home’s construction, wireless interference and other factors. If one or more of your Detects can’t connect to Guard after you’ve installed them, the app will show them as offline. You can add a Nest Connect to help bridge the gap.

Nest Connect will extend the range of your connection between your Guard and Detect. This will allow you to place your Detect more than 50 feet away from your Guard.

Install Nest Connect 

If you have other Nest products in your home already, make
sure they’re nearby when you try to add your Nest Connect to
the Nest app. Your Nest Connect will connect to them during
pairing and they’ll need to be in range.

  1. Open the Nest app Nest app.
  2. Tap Settings Nest settings icon and then Add product .
  3. Scan the QR code Nest QR code image.  on the back of your Connect.
  4. Follow the in-app instructions for setup.
  5. Plug your Nest Connect into a wall outlet between your Nest
    products to help extend the range.
 Nest connect being plugged into a wall outlet

If you have both Nest Secure and the Nest × Yale Lock, you can use the same Nest Connect to extend the range of your alarm system and allow your lock to connect to Wi-Fi. In some cases, you may need more than one Nest Connect if your lock and Guard are installed far away from each other.

Reconnect your lock or Nest Detect after Thread-Matter update

If your Nest x Yale Lock or Nest Detect has lost connectivity you can confirm the issue is related to the software update above by checking that your Nest Hub Max’s “Operating System Version” begins with “F7” or above. If it does you’ll need to either move an existing Nest Connect or Nest Guard closer to your lock or Detect or add a new Nest Connect. If your Nest Hub Max doesn’t begin with F7 or higher, then the lost connection may be caused by another issue. Learn how to fix disconnected locksLearn how to fix disconnected Nest Detects.

Move existing Nest Connect or Nest Guard

If you have the updated version of Nest Hub Max and an existing Nest Connect or Nest Guard already set up in the Nest app in the same home, move it closer to your lock or Nest Detect and wait for it to connect. Generally, if a Nest Connect or Nest Guard is within a line of sight of your lock or Detect it should be able to make a connection. If you have issues check for sources of interference.

You can place Nest Detects up to 50 feet away from Guard, but the range can vary depending on your home’s construction, wireless interference and other factors. If one or more of your Detects can’t connect to Guard after you’ve installed them, the app will show them as offline.

Add a new Nest Connect for Nest x Yale Lock

If you don’t have an existing Nest Connect or Nest Guard, follow these steps to add a new Nest Connect to get your lock back online.

1. Factory reset the Nest x Yale Lock

You may need to factory reset the Google Nest × Yale Lock to resolve some issues like an unresponsive keypad, connectivity issues, or a forgotten master passcode. If you're moving the lock to another door or home, you'll also need to do a factory reset.

When the lock is reset to factory defaults, all user passcodes including the master passcode are deleted and all programming features return to original default settings.

How to reset your Nest × Yale Lock

  1. 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.
  2. Unscrew the 2 bolts holding the mounting plate.
  3. Remove the mounting plate to reveal the reset button, which is located on the left side of the cable connector. 
  4. Hold down the reset button while you put in the batteries.
  5. Keep holding down on the reset button until the light turns red and the lock says “Just a moment, erasing all settings.”
  6. Release the reset button.
  7. Take out one battery each from the left and right side of the lock to expose the screw holes.
  8. Place the mounting plate on your door and line up the screw holes.
  9. Screw in the 2 bolts holding the mounting plate.
  10. Put the 2 batteries back in.
  11. The Nest × Yale Lock will say “Hi, from Yale and Nest” when the reset is complete.
  12. Replace the battery cover.

    To replace the cover, insert the 2 tabs on the bottom of the cover into the holes in the lock, then push the cover until the tab at the top locks it on.

Note: After you reset the lock, you must create a master passcode on the lock before you set it up with the Nest app.

Default settings when not connected to the Nest app

Feature

Default setting

Available settings

Master passcode

Required

N/A

Auto-Lock

Disabled

Enable, Disable

Auto-Lock door after

30 seconds

N/A

One touch locking

Enabled

Enable, Disable

Volume setting

Low

Silent, Low, High

Wrong code entry limit

5 times

N/A

Shutdown time

90 seconds

N/A

Default settings when connected to the Nest app

Feature

Default setting

Available settings

Master passcode

N/A

N/A

Auto-Lock

Disabled

Home/Away Assist: On,Off
Home: Auto-lock on or off
Away: Auto-lock on

Auto-Lock door after

1 minute

10 seconds, 1 minute,
5 minutes

One touch locking

Enabled

Enable, Disable

Volume setting

Low

Silent, Low, High

Wrong code entry limit

5 times

N/A

Shutdown time

90 seconds

N/A

How do I confirm the lock has been removed from the Nest app after resetting the lock?

On the lock, press the white indicator light button inside your home. If the light pulses blue and the lock says “Ready. Use your Nest app to add the lock to your account,” then it has been removed from your account. If the lock says “Privacy mode is on” or “Privacy mode is off,” the lock is still paired with your account.

To remove the lock from your account, on the Nest app home screen, select your lock and then tap Settings Nest settings icon and thenRemove lock.

2. Install Nest Connect with the Nest app

If you have other Nest products in your home already, make
sure they’re nearby when you try to add your Nest Connect to
the Nest app. Your Nest Connect will connect to them during
pairing and they’ll need to be in range.

  1. Open the Nest app Nest app.
  2. Tap Settings Nest settings icon and then Add product .
  3. Scan the QR code Nest QR code image.  on the back of your Connect.
  4. Follow the in-app instructions for setup.
  5. Plug your Nest Connect into a wall outlet between your Nest
    products to help extend the range.
 Nest connect being plugged into a wall outlet

If you have both Nest Secure and the Nest × Yale Lock, you can use the same Nest Connect to extend the range of your alarm system and allow your lock to connect to Wi-Fi. In some cases, you may need more than one Nest Connect if your lock and Guard are installed far away from each other.

3. Connect your lock to the Nest app

1. Sign into your account

If you’re new to Nest, go to the Apple App Store or Google Play to download the Nest app and create an account.

If you already own a Nest product, sign into your account on the app, if you aren’t already.

Note: If you have more than one home in your account, make sure that you first select the Nest home where you want to install your camera. Tap the Menu  in the top left of the home screen to change homes.

2. Have Nest Connect or Nest Guard already set up

Your Nest × Yale Lock needs a Nest Connect or Nest Guard to connect to the internet. It doesn’t connect directly to Wi-Fi. 

You must have one of these devices already connected to the Nest app to add the Nest × Yale Lock. If you don’t, use the Nest app to set one of them up.

Once the Nest Connect or Nest Guard is set up, you can continue to set up your lock.

3. Scan QR code

QR code lock

To begin, open the Nest app and then tap Settings Nest settings icon and then select Add product.

  1. The app should ask you to scan the QR code on your product so it knows what device you want to install. The Nest × Yale Lock code is in the battery compartment.

  2. Start with your phone about a foot away and slowly move it closer to the code. It doesn’t need to fill the box in the app to scan.

Tip: As you scan the code, make sure you have good lighting and that there’s no shadow covering the code.

  1. If you still can’t scan the code, tap Continue Without Scanning and type in the numbers at the top of the QR code. 

  2. Once the app knows what device you’re trying to install, it should guide you through all the steps.

4. Connect your lock to the app

  1. Tell the app where your lock is installed. The app will use this location when it sends you notifications, so pick one that makes sense.

  2. The app should start to look for another Nest product that your lock can connect to (either a Guard, Connect, or Nest Hub Max).

  3. When it’s found one, press and hold the white button above your lock’s thumb turn to connect them.

Troubleshooting tip: If your lock can’t connect, move your Guard, Connect, or Hub Max closer to your lock. Even a few inches or a couple of feet can make a difference.

5. Create Nest passcodes

Create a Nest passcode with the app. This passcode will replace the master passcode you created on the lock.

The app should ask if you want to create passcodes for other people who share access to your Nest home. You can also invite new people to share access, and you can set a schedule that limits when a person can enter your home.

Now that your lock is installed and set up, you can get started using your Nest × Yale Lock.

Add a new Nest Connect for Nest Detect

If your Nest Detect goes offline after the Nest Hub Max update and you're unable to move a Nest Guard or a Nest Connect closer, you can install a new Nest Connect with the Nest app in the same home as your Nest Detect and Nest Guard. 

Install Nest Connect 

If you have other Nest products in your home already, make
sure they’re nearby when you try to add your Nest Connect to
the Nest app. Your Nest Connect will connect to them during
pairing and they’ll need to be in range.

  1. Open the Nest app Nest app.
  2. Tap Settings Nest settings icon and then Add product .
  3. Scan the QR code Nest QR code image.  on the back of your Connect.
  4. Follow the in-app instructions for setup.
  5. Plug your Nest Connect into a wall outlet between your Nest
    products to help extend the range.
 Nest connect being plugged into a wall outlet

If you have both Nest Secure and the Nest × Yale Lock, you can use the same Nest Connect to extend the range of your alarm system and allow your lock to connect to Wi-Fi. In some cases, you may need more than one Nest Connect if your lock and Guard are installed far away from each other.

For additional help, learn how to fix disconnected Nest Detects.


 

 
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