topic Re: Unlock Notifications in Security

Unlock Notifications

AngelNails — Thu, 10 Aug 2023 16:56:34 GMT

I noticed one day that I wasn't getting notifications of when my door was unlocked by a guest access code. Saw my connect and lock were offline. After several hours and a master reset of the lock, connectivity issue was resolved but I'm still not getting notified when the door is unlocked with a guest access code. Any help on this?

Re: Unlock Notifications

Lance_L — Tue, 15 Aug 2023 00:01:53 GMT

Hello AngelNails,

Thanks for posting in our Community. I know how it feels when something isn’t working the way it should; let’s check it out.

A few questions: are you using an iOS or Android device? Does this happen on both Wi-Fi and mobile data? Are other household members affected besides those with guest passcodes?

Let’s try the troubleshooting steps below:

Check for any iOS or Android updates.
Uninstall the Nest app, restart your phone, and then reinstall the app.
Configure the notification settings for the lock.

Let me know how it goes.

Best,

Lance

Re: Unlock Notifications

sojit — Sun, 10 Sep 2023 04:44:15 GMT

I'm having exactly the same problem. Suddenly I've noticed that I wasn't getting any UNLOCK notifications anymore. LOCKED notifications are still working properly. I'm using the nest app on both iOS and Android also. Something is wrong with the UNLOCKED notification service ONLY. However both unlocked and locked events still show correctly on HISTORY.

Google please fix this new bug ASAP. Thanks!

Re: Unlock Notifications

sojit — Sun, 10 Sep 2023 05:04:53 GMT

Hi Lance, since I'm having exactly the same problem I will happily reply to all you questions.

1. I'm using both, and iOS and an Android decide as well. None of the are showing the UNLOCKED notifications anymore.

2. I've tried uninstalling and reinstalling the app in both iOS and Android devices and still the problem isn't fixed.

3. I've tried to "configure" (check/uncheck) notifications on both iOS and Android Apps/devices and still getting same results: LOCKED notifications working properly and UNLOCKED notifications NOT working.

4. This happens on both Wi-Fi and mobile data as well.

5. ALL household members are affected as well as ALL guest passcodes. UNLOCKED notifications are NOT working at ALL. Even when unlocking manually.

After trying many different kind of tests, I have no doubt that the problem should be an issue from the Google side. Probably a new app bug.

Please Google fix this problem ASAP! Thanks!

Best regards,

Carlos.

Re: Unlock Notifications

zloidiadia — Wed, 13 Sep 2023 06:56:54 GMT

I have exactly the same problem with my lock, just yesterday I've fully reset the lock, then added it again to my account - no result.
So what I have noticed, if I open the door from inside of the house manually (with my hand) then I get the notification "The door has been opened".
If I make a new passcode for a an absolutely new guest and use it for the first time to open the door - I do get the notification (but only once!!!), then when the new guest open the door for the second or third time, the lock does not send any notifications anymore.
This bug has appeared about 1 or 2 month ago when Nest migrated to google servers...

Re: Unlock Notifications

alexinatl — Wed, 13 Sep 2023 17:10:16 GMT

Exact same problem…2 different houses…iOS (latest)…Wi-Fi and cellular…deleted Nest app and reinstalled…same behavior…

Re: Unlock Notifications

Lance_L — Thu, 14 Sep 2023 00:59:20 GMT

Hi everyone,

I appreciate all your reports here in the Community. I’d like to dig deeper into this issue.

Please factory reset the Nest x Yale Lock to isolate if it’s a hardware issue, and let me know if it still persists.

Keep me posted.

Regards,

Lance

Re: Unlock Notifications

sojit — Thu, 14 Sep 2023 03:08:30 GMT

Hi Lance,

Other users have already reported doing what you're requesting without any luck. I think it's pretty clear by now that the issue/bug is 100% on the software side and on Google's side. Most probably related to some Google server changes. It has no relation at all to the hardware or the users. At this point there's nothing else we can do as users, other than reporting the problem and waiting Google to pay attention and fix it ASAP. If there's anything you can do to help with that, I'm sure that it will be highly appreciated from everyone here. Thanks!

Regards,

Carlos.

Re: Unlock Notifications

Lance_L — Thu, 14 Sep 2023 03:25:29 GMT

Hey Carlos,

Thanks for catching that. Everyone, I appreciate you all for flagging this in the Community. I’ve let the right folks know.

I’ll check back in once we have an update.

Best regards,

Lance

Re: Unlock Notifications

alexinatl — Thu, 14 Sep 2023 12:02:56 GMT

Factory reset…issue persists…

Re: Unlock Notifications

zloidiadia — Fri, 15 Sep 2023 06:20:01 GMT

Just to clear it up. I have reached the Technical support team from nest a few days ago, They have registered my complaint on this situation. I have spent like and hour and a half to describe the whole issue. I hope, later or sooner they will fix it with a new update.
Really, it is annoying when someone entered the house, but you are not aware of it.

Re: Unlock Notifications

AngelNails — Sat, 16 Sep 2023 03:18:38 GMT

Why can't either Google, Nest or both seem to fix this issue. We know they make enough money off of us to get it corrected. Not only is it annoying, but it is now becoming a security issue (which it has been from the start). Please provide some real help.

Re: Unlock Notifications

Briansfaria — Sat, 16 Sep 2023 12:17:18 GMT

Same issue here, been happening for a couple of months now

Re: Unlock Notifications

gpe123 — Mon, 18 Sep 2023 16:58:02 GMT

This issue has been happening to me for over a month as well.

I get locked/unlocked notifications if you manually twist the lock or press the checkmark to lock, but I do not get "John unlocked the door" notifications when the keypad is used. This is happening for multiple people in my household (all using Android devices, which doesn't seem relevant), so I know it's not just a problem with my phone's notifications.

Here's everything I have tried:

Uninstall/reinstall the Nest app.
Turn off all notifications from nest, and then turn them back on.
Factory reset the lock.
Create a new "Home" in my nest app, factory reset my lock, and add it to that Home.
Use a new Nest Connect that Google Support sent me, claiming that the Connect was the issue and a new one would fix the issue. It didn't change anything.

I have had a very frustrating time talking to Google Support, and I'm never quite sure if they actually understand the issue I am describing. I have asked them multiple times to repeat my problem back to me so I can make sure we are on the same page, but they never do it. All of the above steps I have taken were suggested by Google, and they are not quick and easy steps to do — I have probably put a couple hours into this.

The most recent advice from my Google support person was to call Yale and ask for an RMA/return on the lock. I called Yale and had a very nice, easy to follow conversation with one of their support people. They told me that this is definitely a software issue and that an RMA wouldn't fix anything (which lined up with my understanding).

I wish Yale could do something to help me because their support person was great and clearly understood my issue in matter of seconds, but unfortunately I need to go back to my Google email thread where I will be lucky if I get a reply within a week, and even luckier if they actually acknowledge anything I say.

Re: Unlock Notifications

gpe123 — Mon, 18 Sep 2023 18:22:44 GMT

@Lance_L Any updates here?

Re: Unlock Notifications

zloidiadia — Tue, 26 Sep 2023 08:11:50 GMT

We still wait for an update from Nest, but it has been a few weeks since the complaint.
Nothing has changed.

Re: Unlock Notifications

Deepakpanchal — Mon, 02 Oct 2023 15:53:08 GMT

I’m facing same issue. @google any update?

Re: Unlock Notifications

alexinatl — Sat, 07 Oct 2023 02:30:53 GMT

Any updates…i have to make a decision to either leave the nest/google platform or have hope…the silence does not engender confidence…or hope…

Re: Unlock Notifications

sojit — Sat, 07 Oct 2023 03:36:52 GMT

@Lance_L any news?

It's been more than 3 weeks since you supposedly informed the "right folks" about this issue.

Did those folks aknowledged the issue? Can you give any update on the status for the fix?

Please let us know. Thanks!

Carlos

Re: Unlock Notifications

Lance_L — Sun, 08 Oct 2023 00:52:11 GMT

Hi everyone,

I apologize for any inconvenience this has caused and for the delayed response here. The team is still investigating, and I haven’t received any new information. I will continue to check in with them and will share any updates as soon as I receive them.

Best,

Lance