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Nest × Yale Lock disconnected or offline

Your Google Nest × Yale Lock connects to the internet through a Google Nest Connect 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 the Nest 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.

You can no longer use Nest Guard as a bridge to connect your Nest x Yale Lock to Wi-Fi. Only a Nest Connect will be able to connect your lock to Wi-Fi. If your lock goes offline, you will not be able to operate your lock with the Nest app, but you will still be able to operate it with the keypad.

If you previously used Nest Guard as a bridge to connect your Nest x Yale Lock to Wi-Fi, you must take action to replace your Nest Guard with a Nest Connect. Eligible users received an email in January 2024 with instructions on how to receive a Nest Connect at no cost. Once you have a Nest Connect, refer to the Help Center article Keep your Nest x Yale Lock connected after support ends for Nest Secure to reconnect your lock.

If you currently own a Nest Connect, you may need to move it closer to your Nest x Yale Lock to connect it to Wi-Fi. If your lock is out of range of a Nest Connect and goes offline, you will not be able to operate your lock with the Nest app, but you will still be able to operate it with the keypad. 

To install a Nest Connect, refer to the Help Center article Set up Nest Connect.

For more details, check the frequently asked questions in this Nest Secure Community Forum update.

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. Your Nest Connect then uses Wi-Fi to send information from your lock to the Nest app. This indirect connection helps your lock conserve battery power.

Nest Yale lock connection with Nest Connect flow image

Troubleshoot when the Nest × Yale Lock is offline

1. Troubleshoot your Nest Connect

Since your lock gets its internet connection from your Nest Connect, first check if the connecting product is offline.

Nest Connect

  1. On the Nest app home screen, tap Settings Nest settings icon and then Nest Connects.

  2. Select your Nest Connect and then Check connection.
  3. 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.

Update Android apps 
Update iOS apps 

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.

5. Check for the sources of interference

Even if your Nest Connect is in range of your lock, something may be interfering with the connection.

Draw an imaginary straight line between your Nest Connect 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.

Wireless interference and how to troubleshoot it

6. Reset your lock to factory defaults

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