Your Google Nest × Yale Lock connects to the internet through a Google Nest Connect or Google Nest Guard in your home. It does not directly connect to Wi-Fi. If your Nest x Yale Lock is offline, there are still some ways you can lock and unlock your door.
Here are some things to keep in mind if your lock is offline:
- If your lock can't reach Guard or Connect, it will appear as "Offline" on the Nest app.
- Even if your lock is offline, most passcodes will still work. So will the thumb turn inside your home. Learn more about locking and unlocking.
Note: Anyone with scheduled access to your home won't be able to use a passcode to open the door while the lock is offline.
- As long as your lock is offline, it won't be able to send alerts or information to your phone.
Important: Beginning in late July 2022, Nest Hub Max will no longer be able to be used as a bridge for your Nest x Yale Lock. If you have a Nest x Yale Lock, your lock will go offline and become disconnected from Wi-Fi unless you use a Nest Connect or Nest Guard as your bridge instead. If your lock connects through a Nest Hub Max, learn more about the change and how to keep your lock online.
More about how your lock connects to the internet
The Nest × Yale Lock in your home works a little differently than other Nest products do.
Your lock doesn't use Wi-Fi. Instead, it uses a low-power connection to talk to Nest Connect or Nest Guard. Your Nest Connect or Nest Guard then uses Wi-Fi to send information from your lock to the Nest app. This indirect connection helps your lock conserve battery power.
Troubleshoot when the Nest × Yale Lock is offline
1. Troubleshoot your Nest Connect or Nest Guard
- On the Nest app home screen, tap Settings Nest Connects.
- Select your Nest Connect Check connection.
- Follow the in-app instructions. If your Nest Connect is offline, learn how to troubleshoot Nest Connect.
2. Check the status of the Nest service
If the Nest service is down, all of your Nest products will be offline. You may also get the "The Nest service can't be reached right now" message on the Nest app.
Check the status of the Nest service
Wait for the Nest service to resume to check if your lock and other Nest products come back online.
3. Check your app version
Make sure you have the latest version of the Google Home app or Nest app to get the latest features and bug fixes.
4. Try to restart your lock
Take off the battery cover and remove the batteries from your lock. If you received a low battery alert, use a fresh set of standard AA batteries. Don't use rechargeable batteries with your lock.
Wait a few minutes to check if your lock comes back online.
Even if your Nest Connect or Nest Guard is in range of your lock, something may be interfering with the connection.
Draw an imaginary straight line between your Nest Connect or Nest Guard and your lock. Any time the line is blocked by something big or heavy, it might cause interference.
Thick walls, furniture, appliances, and other electronics can reduce the range.
6. Reset your lock to factory defaults
If your lock is still offline, factory reset your Nest × Yale Lock then set up your lock again in the Nest app.