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. 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.

2. Check for 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.

3. Troubleshoot your Google Nest Connect or Google 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 and then Settings  Nest settings icon and then Nest Connects and thenselect your Connect and thenCheck connection. Follow the on-screen instructions to see if your Connect is offline.

Nest Guard 

Look at the Nest app home screen and see if your Guard says “Offline.” If so, you’ll need to get it back online. Visit Nest’s support site and search on “Troubleshooting when Nest Guard disconnects or is offline in the  app.” 
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