topic Re: Yale Lock Screen malfunction in Security

Yale Lock Screen malfunction

Gilly1 — Sun, 28 Nov 2021 15:06:40 GMT

hello,

We have a yale lock that we purchased 3 years ago. The lock keypad has stopped working mostly*. I’ve tried factory resets and unplugging and replugging in the main wire along with a factory reset.

the lock works fine on the app.

*after some factory resets, the keypad will work just fine during the set up process. There are some resets where it doesn’t work and I have to reset again. However once the setup is done, the keypad stops working. It will work right after pressing the privacy button but only for one keypad entry before it stops working.

thank you

Steven

Re: Yale Lock Screen malfunction

Brad — Thu, 02 Dec 2021 17:17:55 GMT

Hi there,

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance.

Best Regards,

Brad.

Re: Yale Lock Screen malfunction

Gilly1 — Thu, 02 Dec 2021 19:52:08 GMT

Yes, any help would be appreciated. As I mentioned, it’s almost like the lock is on privacy mode permanently.

Re: Yale Lock Screen malfunction

Pb28 — Sun, 26 Dec 2021 21:37:32 GMT

I am currently having the same problem. It does feel like the lock is permanently in privacy mode. Can push yale button to lock, can open with app, but key pad will not light up

Re: Yale Lock Screen malfunction

Gilly1 — Sun, 26 Dec 2021 23:22:30 GMT

Well hopefully there is a fix out there someone can enlighten us with. How old is your device? Mine is about 3 years.

Re: Yale Lock Screen malfunction

Pb28 — Mon, 27 Dec 2021 00:17:54 GMT

Our lock is brand new. Interestingly a reset did work for me. I think what happened was as I was playing around, I switched privacy mode on with the button. Then I switched off the ability to use privacy mode on the app. When I turned it back on, the lock still seemed to think it was in privacy mode. I didn’t try and replicate the bug but that is my suspicion about what happened to me. After resetting the lock I just haven’t touched the privacy mode feature and it’s been working great.

Re: Yale Lock Screen malfunction

Brad — Mon, 27 Dec 2021 17:56:31 GMT

Hi there,

Just checking in to see if you still need assistance with this issue. If so, please let me know and I would love to look into this further for you!

Best Regards,

Brad.

Re: Yale Lock Screen malfunction

Gilly1 — Tue, 28 Dec 2021 18:40:48 GMT

I am still having issues.

Re: Yale Lock Screen malfunction

Brad — Wed, 29 Dec 2021 19:57:54 GMT

@Gilly1

How long have you had your Yale lock for? If you are still under warranty, I would suggest looking into a replacement if its available with them. It sounds like this may be an issue that may be affecting the screen specifically then.

Best Regards,

Brad.

Re: Yale Lock Screen malfunction

Brad — Mon, 03 Jan 2022 17:23:25 GMT

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.