topic Yale lock drops and reconnects every day or two in Apps / Account

Yale lock drops and reconnects every day or two

Kailus — Thu, 15 Jun 2023 12:04:05 GMT

Lock will drop connection then 24-48 hours later reconnect. Hold connection for 24-48 hours and drop again. Nest connect appears fine. Have removed and reset everything from scratch. Any help? Connect within a few feet of lock and 15 ft of router.

Re: Yale lock drops and reconnects every day or two

Juni — Tue, 20 Jun 2023 16:31:56 GMT

Hi Kailus,

Thanks for reaching out and for being a step ahead of us. A few questions: When did it begin? Were there any recent changes on your network settings before it started? What is the distance between your Wi-Fi router and your Nest Connect and Nest × Yale lock?

Check and (if possible) remove interfering signals (other wireless devices, microwaves, etc.). Avoid physical interference (thickness and type of walls, mirrors, windows, etc.) by reducing the distance or increasing the line of sight.

Regards,

Juni

Re: Yale lock drops and reconnects every day or two

Kailus — Tue, 20 Jun 2023 16:37:37 GMT

Hi Juni,

I noticed it about a month or so ago. I deleted everything from my nest account and left it offline for a few weeks as the system wasn't letting me readd them. Once I got them readded, it started the every 48 hour cycle roughly.

The router is 15 feet from the nest connect and the nest connect is so close to the lock i can touch both at the same time. No interference is evident. Testing connectivity passes and after the test and reconfigure of wireless network, the lock does not come back online. Only later at a somewhat random time.

Re: Yale lock drops and reconnects every day or two

Juni — Wed, 21 Jun 2023 18:08:59 GMT

Hi there,

Understood. Since you mentioned that you did the reset, could you confirm by checking the steps below if this is how you did it?

Remove the battery cover.
Remove batteries.
Unscrew the two screws holding the interior lock.
Remove interior lock from back plate.
Hold down the factory reset button while re-inserting the batteries.
Release the factory reset button once there are four beeps.

Thanks,

Juni

Re: Yale lock drops and reconnects every day or two

Kailus — Wed, 21 Jun 2023 18:15:12 GMT

100% that's the process I followed.

Re: Yale lock drops and reconnects every day or two

Juni — Fri, 23 Jun 2023 19:39:40 GMT

Hello there,

Understood. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Thanks,

Juni

Re: Yale lock drops and reconnects every day or two

Juni — Tue, 27 Jun 2023 16:24:38 GMT

Hi there,

I wanted to follow up if you are still in need of any help. If so, please fill out the form above.

Regards,

Juni

Re: Yale lock drops and reconnects every day or two

Kailus — Thu, 29 Jun 2023 11:49:47 GMT

I have done this

Re: Yale lock drops and reconnects every day or two

Juni — Thu, 29 Jun 2023 14:53:58 GMT

Hello there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there, as this thread will be locked after 24 hours.

Best,

Juni