Troubleshooting when your Nest × Yale Lock disconnects or is offline in the Nest app

Your Google Nest × Yale 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 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 is having trouble reaching Guard or Connect, it will appear as Offline in 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. 

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 Connect or Guard. Your Connect or Guard 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

Nest Yale lock connection with Nest Guard flow image

Troubleshooting when the Nest × Yale Lock is offline 

 

1. Troubleshoot your Nest Connect or Nest Guard 

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

Nest Connect 

Go to the Nest app home screen > Settings  Nest settings icon and then Nest Connects and thenselect your Connect and thenCheck connection. Follow the on-screen instructions. If your Connect is offline, see our steps for troubleshooting Connect.

Nest Guard 

Look at the Nest app home screen and see if your Guard says “Offline.” If it’s offline, visit our article about troubleshooting Guard

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 see The Nest service can’t be reached right now in the Nest app.

Click here to check the status of the Nest service >

Wait for the Nest service to resume to see if your lock and other Nest products come back online.

3. Check your Nest app version 

Make sure that you have the latest version of the Nest app on your phone or tablet. You can download it for free from the Apple App Store or Google Play.

Check your Nest app version >

4. Try restarting 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 see if your lock comes back online.

5. Check for the sources of interference 

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

Draw an imaginary straight line between your Connect or Guard and your lock. Any time the line is blocked by something big or heavy, it might be causing interference.

Thick walls, furniture, appliances, and other electronics can reduce the range. You can learn more in the following article:

Wireless interference and how to troubleshoot it >

6. Reset your lock to factory defaults 

If none of the troubleshooting steps above helped, you may need to factory reset your lock. Follow the steps in this article:

How to factory reset your Nest × Yale Lock >

After that, add your lock back to the Nest app. See our installation instructions and start at the point where you connect your lock to the Nest app.

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