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Troubleshoot connection errors during Nest × Yale Lock setup

If an error message or an error number appears during Google Nest × Yale Lock setup, this article can help you troubleshoot the issue.

The error messages that might appear include:

  • “Can’t find your Nest product”
  • “Can’t connect to the lock”
  • “Something went wrong”
  • Error numbers including T026T030, and NA006

Follow the steps below to troubleshoot any errors you might encounter when you set up your Nest × Yale Lock. For error number NA006, you can skip to step 8

1. Basic troubleshooting

Here are some simple things you can check which might solve your issue right away:

  1. Verify that the Wi-Fi works in your home. If other Wi-Fi devices can’t connect to the internet, contact your internet service provider.

  2. The Nest × Yale Lock requires a Google Nest Connect or a Google Nest Guard to be added to the app first, so make sure you’ve done that already. If you haven’t, open the app, tap Settings Nest settings iconand then Add product Nest add product icon. and thenfollow the onscreen instructions to add your Connect or Guard.

    Nest connect image. Nest secure guard front top angle image.
    Nest Connect Nest Guard
  3. Make sure that your Connect or Guard is plugged in and online.
  4. If you have more than one Wi-Fi network in your home:
    • Make sure that your phone and your Connect or 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 or Guard connected to the same equipment (either your extender or your wireless router).
  5. Any time the app says it’s actively setting up your lock’s connection, the numbers on your lock’s keypad should light up. If they’re not, on the keypad, press the Yale logo  Yale on nest lock icon to wake up your lock.

Note: The Nest × Yale Lock doesn’t connect directly to Wi-Fi. Instead, it uses a wireless connection called Thread. With Thread, your lock gets its internet access through a Connect (included with some versions of the Nest × Yale Lock) or a Guard (if you have a Google Nest Secure alarm system in your home).

Nest x Yale Lock Nest Connect Router image.

Nest x Yale Lock Nest Guard Router image.

2. Connect your phone to Wi-Fi only

  1. On your phone, turn on Airplane Mode. This disables all your phone’s wireless connections.
  2. Keep Airplane Mode on, and then tap your phone’s Wi-Fi icon to turn on Wi-Fi only.
    • If you have more than one Wi-Fi network in your home, verify that your phone is connected to the same Wi-Fi network as your Connect or Guard.
    • In addition, if you have a Wi-Fi extender in your home, try to have both your phone and your Connect or Guard connected to the same equipment (either your extender or your wireless router).
  3. Once your phone is connected to Wi-Fi again, try to add your lock to the app. On the app home screen, tap Settings Nest settings icon and then Add product Nest add product icon. .

Tip: Don’t forget to turn Airplane Mode back off after you set up your lock.

3. Bring everything close together 

If all the products mentioned above are very far apart, the wireless connection might not be strong enough for setup.

  1. Plug in your Connect or Guard about halfway between your Wi-Fi router and your Nest × Yale Lock.
    Tip: If you need to move Guard, set it to Off Nest Guard off before you unplug it or the alarm may sound.
  2. Bring your phone or tablet into the same room as your Nest × Yale Lock. Make sure it can still get a Wi-Fi signal from that location.
  3. Check for sources of wireless interference from thick walls, floors, appliances and furniture, or from other electronics that compete on the same frequencies. If you think wireless interference causes a connection issue, bring your products even closer together. For details, refer to our article about wireless interference.
  4. Try to add your lock to the app again. On the app home screen, tap Settings Nest settings icon and then Add product Nest add product icon. .

4. Restart your Connect or Guard

When you restart your Connect or Guard, it should refresh its link to the network.

Nest Connect

  1. While Connect is plugged in, hold down its button for about 8 seconds.
  2. When Connect pulses blue, release the button.
  3. Wait for Connect’s light to turn green, which means the restart is complete.
  4. Try to add your Nest × Yale Lock to the app again. On the app home screen, tap Settings Nest settings icon and then Add product Nest add product icon. .

Nest Guard

Follow the steps in the article below to restart Guard.

Important: Only restart Guard. Do not reset Guard to factory settings.

Restart Nest Guard or reset it to factory settings

Then, try to add your Nest × Yale Lock to the app again. On the app home screen, tap Settings Nest settings icon and then Add product Nest add product icon. .

5. Restart your Nest x Yale Lock

To restart your lock, you need to use either the battery cover key that came in the box with your lock or a thumbtack. A small screwdriver or hex wrench may also work.

  1. Insert the key or thumbtack into the hole on top of the
    battery compartment, and then press down firmly.

  2. Grip the cover near the top and then pull it off while you
    continue to press with the key or thumbtack.

  3. Remove one battery. Wait for 20 seconds. Then, put the battery back in.

  4. Don’t put the cover back on until you’ve finished setup with the app. You’ll need to re-scan the QR code in the
    battery compartment of your lock as part of setup.

  5. Try to add your Nest × Yale Lock to the app again. On the app home screen, tap Settings Nest settings icon and then Add product Nest add product icon. .

Remove battery plate

When you’re ready to put the cover back on, insert the 2 tabs on the bottom into the holes in the lock, then push it on until the tab at the top locks it on. There should be a click when it does.

6. Restart your phone

You can restart your phone to refresh its wireless connections, including the connection to your Nest products during setup.

To restart an Android phone, press and hold the power button until it asks if you want to restart or reboot your device. If that doesn’t work, check with your phone’s manufacturer if there are special instructions to restart your particular model.

Try to add your Nest × Yale Lock to the app again. On the app home screen, tap Settings Nest settings icon and then Add product Nest add product icon. .

7. Update your software 

As long as your phone and your Connect or Guard have an internet connection, the software should automatically update itself. You can also check for updates.

Keep the app on your phone updated

How to automatically update apps

Manually check for updates on Connect

If you followed the instructions in step 4: Restart your Connect or Guard, then your Connect should have already checked for updates as part of the restart.

Manually check for updates on Guard

  1. Set Guard to Off Nest Guard off.
  2. On Guard’s keypad, press and hold the number 2 button (top middle).
  3. Continue to hold the button while Guard announces the current version number.
  4. When Guard tells you to release to check for updates, release the button. Guard installs any available updates.
  5. Try to add your Nest × Yale Lock to the app again. On the app home screen, tap Settings Nest settings icon and then Add product Nest add product icon. .
8. Restart your Wi-Fi equipment and check settings

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

  1. Unplug your modem and router. You may have one device that’s a combination modem/router, or they may be separate devices. If they’re separate devices, unplug both.
  2. Wait for 30 seconds, then plug your modem and router back in.
  3. Your modem and router should restart. Wait for a couple minutes or until there's steady power and connection lights. There may also be a quickly flashing data light on the device(s).
  4. If you have multiple Wi-Fi access points in your home, such as a mesh network or a Wi-Fi extender, unplug those as well, then plug them back in.
  5. Try to add your Nest × Yale Lock to the app again. On the app home screen, tap Settings  Nest settings icon and then Add product Nest add product icon. .

In some cases, your Wi-Fi equipment settings may cause issues with your Nest × Yale Lock during setup. If you still can't set up your lock, verify that your Wi-Fi settings meet the criteria in the following article:

Recommended Wi-Fi network and router settings for use with Nest products

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