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Troubleshoot offline or disconnected Nest Connect

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.

Nest Connect helps Nest products like Nest × Yale Lock system stay wirelessly connected to each other and the app. If Nest Connect is offline, other Nest products may disconnect from the network as well.

The Nest app will tell you when Nest Connect disconnects from the network. Here are some help codes that might show up in the app when your Connect is offline:

NA003

NA004

NA005

NA008

NA010

NA011

NA014

NA015

NA016

NA017

NA019

NA027

NA028

Follow the steps in this article to get your Connect back online.

What happens when Nest Connect is offline

Nest Connect works a little differently than other Nest products do. 

Nest × Yale Lock

  • Your Connect provides the Wi-Fi connection to your lock so that you can use the app to remotely lock, unlock, and change settings.
  • If your Connect is having trouble reaching your lock or your Wi-Fi router, your lock will appear as “Offline” in the app. 
  • As long as Connect is offline, you won’t be able to control your Nest × Yale Lock with the app (but you can still use a passcode on the keypad).

Other Nest Connects

  • One Connect being offline shouldn’t affect any other Connects you might have in your home, unless you’re using one Connect to extend the range of another Connect.

Troubleshoot Connect with Nest × Yale Lock

Nest x Yale diagram

Note: If you’re having trouble setting up Nest × Yale Lock in the app, the steps are a bit different. Go to our Troubleshoot connection errors during Nest × Yale Lock setup for more help.

1. Check the Nest service status

If the Nest service is down, all of your Nest products will be offline. The Nest service can’t be reached right now” may also appear in the app.

Check the status of the Nest service

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

2. Check that Connect is plugged in

If Connect loses power or becomes unplugged, its backup battery can keep it working for up to 12 hours. When Connect has no more battery life, your lock will disconnect from the network and appear as “Offline” in the app.

Check the Connect is properly plugged in, and that the power outlet it’s plugged into is receiving power.

3. Restart Connect

  1. Plug Connect into a power outlet. 
  2. Hold down Connect’s button until the light pulses blue (about 10 seconds). Then, release the button. 
  3. Wait for Connect’s light to turn green, which means the restart is complete.
  4. Check whether your Connect and Detects come back online in the app.
Important: If you hold Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. To prevent this after the light turns yellow, immediately release the button, and then press the button once more to cancel the factory reset.

4. Move things closer together

Because Connect bridges the gap between Guard and Detect, it needs to be close enough to both products to maintain a steady wireless connection. You can place Detects up to 50 feet away from Guard, but the range can vary depending on your home’s construction, wireless interference and other factors.

  1. Try plugging your Connect into an outlet close to your lock.
  2. Check for sources of wireless interference. Thick walls, floors, appliances, furniture, and even other electronics on the same network can cause interference.
  3. Wait a few minutes and then check the app for any Offline products.
  4. If that doesn’t work, try again at additional outlets or locations in your home. 

Note: Make sure that moving Connect doesn’t break the connection with your lock.

5. Check your app version

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

Update Nest products and the app

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