Troubleshooting connection errors during Nest × Yale Lock Lock setup

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

The error messages you might see include:

  • “Can’t find your Nest product”
  • “Can’t connect to the lock”
  • “Something went wrong”
  • Error numbers including T026 or T030

Follow the steps below to troubleshoot any errors you might encounter when setting up your Nest × Yale Lock.

1. First, the basics

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

  1. Verify that Wi-Fi is working 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 Google Nest Guard to be added to the app first, so make sure you’ve done that already. If you haven’t, here’s how: open the app, select Settings Nest settings icon  and thenAdd product Nest add product icon.  and follow 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 be illuminated. If they’re not, wake up your lock by pressing the Yale logo  Yale on nest lock icon on the keypad.

Tip: 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). We’ll be troubleshooting the different connection points below.

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, which will disable all your phone’s wireless connections.

  2. Keeping Airplane Mode on, 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 adding your lock to the app: on the app home screen, select Settings Nest settings icon  and then Add product Nest add product icon. .

Tip: Don’t forget to turn Airplane Mode back off when you’ve finished setting 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.

  • 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 unplugging it or the alarm may sound.

  • 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.

  • Also check for sources of wireless interference from thick walls, floors, appliances and furniture, or from other electronics competing on the same frequencies. If you think wireless interference might be causing a connection issue, bring your products even closer together. For details, see our article about wireless interference.

Then try adding your lock to the app: on the app home screen, select Settings Nest settings icon and then Add product Nest add product icon. .

4. Restart your Connect or Guard

Restarting your Connect or Guard will refresh its link to the network.

How to restart Connect

  1. While Connect is plugged in, hold down its button for about 8 seconds.

  2. Release the button when Connect pulses blue.

  3. Wait for Connect’s light to turn green, which means the restart is complete.

  4. Then try adding your Nest × Yale Lock to the app again: on the app home screen, select Settings Nest settings icon and thenAdd product Nest add product icon. .

How to restart Guard

Follow the steps in the article linked below to restart Guard.

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

How to restart Nest Guard or reset it to factory settings >

Then try adding your Nest × Yale Lock to the app again: on the app home screen, select Settings Nest settings icon and then Add product Nest add product icon. .

5. Restart your Nest x Yale Lock

To restart 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 may also work.

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

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

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

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

  5. Try adding your Nest × Yale Lock to the app again: on the app home screen, select
     Settings Nest settings icon and thenAdd product Nest add product icon. .

Remove battery plate

Tip: When you’re ready to put the cover back on, insert the two tabs on the bottom into the holes in the lock, then push it on until the tab at the top locks it on. You’ll hear a click when it does.

6. Restart your phone

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

  • Android: In general, you can restart an Android phone by pressing and holding the power button until it asks if you want to restart/reboot your device. If that doesn’t work, check with your phone’s manufacturer to see if there are special instructions for restarting your particular model.

  • iPhone: If you need help restarting your iOS phone, visit Apple.com: Restart your iPhone, iPad or iPod Touch.

Then try adding your Nest × Yale Lock to the app again: on the app home screen, select Settings  Nest settings icon and thenAdd 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.

To keep the app on your phone updated

To manually check for updates on Connect

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

To 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 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.

Then try adding your Nest × Yale Lock to the app again: on the app home screen, select Settings  Nest settings icon and thenAdd product Nest add product icon. .

8. Restart your Wi-Fi equipment and check settings

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

  • 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.

  • Wait for 30 seconds, then plug your modem and router back in.

  • Your modem and router will start. Wait a couple minutes or until you see steady power and connection lights. You may also see a quickly flashing data light on the device(s).

  • 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.

Then try adding your Nest × Yale Lock to the app again: on the app home screen, select Settings   Nest settings icon and thenAdd product Nest add product icon. .

Tip: In some cases, your Wi-Fi equipment settings may be causing issues your Nest × Yale Lock during setup. If you’re still having problems setting 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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