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Troubleshoot connection errors during Nest × Yale Lock setup

If you see an error message or help code during Nest × Yale Lock setup in the app, this article can help you fix the issue.

The error messages that might appear when your lock has trouble connecting include:

  • “Can’t find your Nest product”
  • “Can’t connect to the lock”
  • “Something went wrong”

The app may also show you one of the following help codes:

T003

T010

T011

T014

T017

T019

T026

T030

After each step below, try connecting your lock to the app again.

Note: If you’re having trouble connecting Nest Connect during setup, go to our Troubleshoot Nest Connect issues during setup article.

1. Keep your lock awake during setup

Any time the app says it’s actively setting up your lock’s connection, the numbers on your lock’s keypad should be illuminated. If they’re not, wake up your lock by pressing the Yale Yale on nest lock icon button on the keypad.

2. Restart your phone

Restart your phone to refresh its wireless connections. Then, try adding your Nest × Yale Lock to the app again.

3. Connect your phone to Wi-Fi only

  1. Turn off your phone’s cellular data connection, but keep Wi-Fi on. Enable Airplane Mode on your phone to disable all of your phone’s wireless connections.
  2. Turn Wi-Fi on while Airplane Mode is on. This will make it so that your phone’s only wireless connection is to the Wi-Fi network.
  3. Try adding your lock to the app again.

4. Connect your Connect or Guard

Restart your Connect or Guard to refresh its network connection.

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 comes back online in the app.
  5. Try adding your lock to the app again.

Restart Guard

Find the steps to restart Nest Guard in our Help Center. Then, try adding your lock to the app again.

5. Connect your phone and Nest products to the same network

  1. Make sure that your Connect or Guard has already been added to the app and is online before trying to set up your lock in the app.
    • If you have more than one Wi-Fi network in your home, make sure that your phone and your Connect/Guard are both connected to the same Wi-Fi network.
    • If you have a Wi-Fi extender in your home, it can also help to have both your phone and your Connect/Guard connected to the same equipment (either your extender or your wireless router). You can temporarily unplug your extender if needed.
  2. Try adding your lock to the app again.

6. Check for software updates

Keep the app up to date

Android: Manually update apps

iOS: Manually update apps

Manually check for updates

Nest Guard

As long as your Guard has an internet connection, the software should automatically update itself. You can also check for updates manually:

  1. Set Guard to Off Nest Guard off.
  2. On Guard’s keypad, press and hold the number 2 button (top middle).
  3. Continue holding the button while Guard announces the current version number.
  4. When Guard tells you to release to check for updates, release the button. Guard will install any available updates.

Nest Connect

If you already followed the instructions to restart your Connect or Guard, then your Connect will have already checked for updates. If not, you can find instructions to Restart Nest Connect in the section above.

7. Move things closer together

If your lock, Guard or Connect, and router are far apart, the wireless connection might not be strong enough. You can temporarily move them closer together for setup, and then put them where you want after.

  1. Plug in your Connect/Guard about halfway between your Wi-Fi router and your lock.

Note: If you need to move Guard, set it to Off Nest Guard off before unplugging it, otherwise the alarm may sound.

  1. Bring your phone into the same room as your lock. Make sure it can still get a Wi-Fi signal from that location.
  2. Check for sources of wireless interference. Thick walls, floors, appliances, furniture, and even other electronics on the same network can cause interference.
  3. Try adding your lock to the app again.

Note: If your lock starts to go offline again, you might need to move your Connect closer to Guard or your lock or purchase a Wi-Fi extender and install it closer to Connect.

8. Restart your network equipment

Restart your Wi-Fi equipment to refresh its connection to the internet.

  1. Unplug your modem and router. You might have one device that’s a combination modem/router, or they might be separate devices. If you have any Wi-Fi extenders, unplug those as well.
  2. Wait for 30 seconds, then plug your modem, router, and any other equipment back in.
  3. Your modem and router will start. Wait a couple of minutes, or until you see steady power and connection lights. The data light on the device(s) might also flash.
  4. Try adding your lock to the app again.

9. Reset your lock

Remove battery plate

As a last resort, reset your lock and start setup from the beginning.

Note: To reset your lock, you’ll need either the battery cover key that came in the box with your lock or a thumbtack. A small screwdriver or hex wrench might also work.

  1. Insert the key/thumbtack into the hole on top of the battery compartment. Press down firmly.
  2. As you continue to press down with the key/thumbtack, grip the cover near the top and then pull it off.
  3. Remove one battery. Wait 20 seconds. Then, put the battery back in.

Tip: Keep the cover off until you’ve finished setup with the app. As part of setup, you’ll need to re-scan the QR code in the battery compartment.

  1. Try adding your lock to the app again.
  2. To put the cover back on, insert the two tabs on the bottom into the holes of your lock. Then, push on the cover until the tab at the top snaps on. You’ll hear a click when it does.

10. Check network and router settings

In rare cases, your Wi-Fi equipment settings may be causing issues with your Nest × Yale Lock during setup. If you’re still having difficulty setting up your lock, verify that your Wi-Fi settings meet the requirements.

Recommended Wi-Fi network and router settings

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