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 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, you can reconnect your lock. Learn how to Keep your Nest x Yale Lock connected after support ends for Nest Secure.
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 goes offline, you won't be able to operate your lock with the Nest app, but you can still use the keypad.
To install a Nest Connect, go to Set up Nest Connect.
For more details, go to 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 can 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:
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NA003
NA004
NA005
NA008
NA010
NA011
NA014
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NA015
NA016
NA017
NA019
NA027
NA028
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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 can't reach 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 shouldn’t affect any other Connects you might have in your home if it's offline, unless it's used to extend the range of another Connect.
Troubleshoot Connect with Nest × Yale Lock
Note: If you have 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, 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 power it 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 if the Connect is properly plugged in, and if the power outlet it’s plugged into is receiving power.
3. Restart Connect
- Plug Connect into a power outlet.
- Hold down Connect’s button until the light pulses blue (about 10 seconds). Then, release the button.
- Wait for Connect’s light to turn green, which means the restart is complete.
- 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.
- Try to plug your Connect into an outlet close to your lock.
- Check for sources of wireless interference. Thick walls, floors, appliances, furniture, and even other electronics on the same network can cause interference.
- Wait a few minutes and then check the app for any Offline products.
- 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
