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Nest × Yale Lock disconnected or offline

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 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. 

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

Troubleshoot 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 

  1. On the Nest app home screen, tap Settings Nest settings icon and then Nest Connects
  2. Select your Connect and then Check connection.
  3. Follow the in-app instructions. If your Connect is offline, learn how to troubleshoot Connect.

Nest Guard 

On the Nest app home screen, check if your Guard says “Offline.” If it’s offline, check the article on how to troubleshoot 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 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 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 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 

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

Factory reset your Nest × Yale Lock

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

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