You can no longer use Nest Guard as a bridge to connect your Nest x Yale Lock to Wi-Fi. Only a Nest Connect can connect your lock to Wi-Fi. If your lock goes offline, you won't be able to operate your lock with the Nest app, but you can still 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 owners 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 won't be able to operate your lock with the Nest app, but you can still 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.
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 T013 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
button on the keypad.2. Restart your phone
3. Connect your phone to Wi-Fi only
- 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.
- Turn Wi-Fi on while Airplane mode is on. This will make it so your phone's only wireless connection is to the Wi-Fi network.
- Try adding your lock to the app again.
4. Connect your Connect
Restart your Connect
- Plug your Connect in to a power outlet.
- Hold down your Connect's button until the light pulses blue (about 10 seconds). Then release the button.
- Wait for your Connect's light to turn green, which means the restart is complete.
- Check whether your Connect comes back online in the app.
- Try adding your lock to the app again.
5. Connect your phone and Nest products to the same network
- Make sure your Connect 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 your phone and your Connect 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 connected to the same equipment (either your extender or your wireless router). You can temporarily unplug your extender if needed.
- 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 Connect
If you already followed the instructions to restart your Connect, 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 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.
- Plug in your Connect about halfway between your Wi-Fi router and your lock.
- Bring your phone into the same room as your lock. Make sure it can still get a Wi-Fi signal from that location.
- Check for sources of wireless interference. Thick walls, floors, appliances, furniture and even other electronics on the same network can cause interference.
- 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 your lock, or purchase a Wi-Fi extender and install it closer to your Connect.
8. Restart your network equipment
Restart your Wi-Fi equipment to refresh its connection to the Internet.
- 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.
- Wait for 30 seconds, then plug your modem, router and any other equipment back in.
- 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.
- Try adding your lock to the app again.
9. Connect to a mobile hotspot
- Switch your Wi-Fi connection to a mobile hotspot.
- Try adding your lock to the app again.
10. T026 code with iOS device
- Ignore the app instructions.
- Tap "Try again." You may need to do this more than once.
- If your lock still won't connect after several attempts, try the previous steps in this article if you haven't already. They can fix most connection issues.
11. Reset your lock
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.
- Insert the key/thumbtack into the hole on top of the battery compartment. Press down firmly.
- As you continue to press down with the key/thumbtack, grip the cover near the top and then pull it off.
- 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 rescan the QR code in the battery compartment. - Try adding your lock to the app again.
- 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.