New Nest Connect cant be added to Nest App

[Scotion]

Purchased  a Nest Yale lock. I have not been able to add the Nest Secure to my Nest App. The Nest App does not seem able to find the connect. I've tried all trouble shooting steps,  nothing seems to get it added. Was really excited to instal the new lock, now I can't even get to the instal because this thing won't connect...any help is greatly appreciated. 

[AndersC]

Hi @Scotion,

Thank you for posting in the community. I'm sorry to hear you're experiencing inconveniences while adding your Nest x Yale Lock to the Nest app. I'm happy to assist you.

To better understand why your Nest × Yale Lock isn't connecting to the app, please provide the following information:

• Has the device been paired before?
• When and from where was the device purchased?
• How far have you gotten in pairing your device?
• What’s the color of the LED status light of the Nest Connect?
• How far is the device from the Nest Connect?
• Can you connect to the internet with other devices?
• Are there any other devices that experience issues with the Wi-Fi?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair?
  • Those devices could interfere with the Wi-Fi or Bluetooth signal.

Please keep me posted. I'll be waiting for your response.

Regards,

Anders