Low batterie alert and automatic lock not functionning after batteries replacement

[Laurencev193]

Hello,

I received the alert to change the batteries of the lock, which I did with brand new ones, not rechargeable ones.

Since then, some codes don't work anymore, I can't lock the door with the app, there's no more lock history and the lock keeps saying batteries are low which is not true.

I tried to restart the lock but I didn't reset to factory set up.

Can you help please?

[Laurencev193]

My lock doesn’t open anymore. 😞

[Lance_L]

Hi Laurencev193,

Oh no! I’m sorry to hear that your Nest x Yale Lock isn’t working. Don’t worry; help’s here.

To isolate the hardware issue, follow this handy guide to help you factory reset the Nest × Yale Lock.

Let me know how it goes.

Best,

Lance

[Laurencev193]

Hi,

I reset the lock with the help of the Yale support service on the phone. 
Then I’ve reconnected the lock to the app properly. The lock is now opening again. However, the lock still doesn’t close anymore by using the app and the open/close history doesn’t record either. 
I don’t understand why there’s still a problem with it. 

[Lance_L]

Hello Laurencev193,

Thanks for the additional information. A few questions: does the lock appear offline in the Nest app? Can you lock it with the keypad or the thumb turn?

Please try the troubleshooting steps below:

1. Check for any iOS updates and install them if there’s any.
2. Uninstall the Nest app.
3. Restart the iOS device.
4. Reinstall the Nest app and sign in.
5. Try to lock and unlock the door using the Nest app. When you use the Nest app to lock your door, you’ll need to tap and hold the large unlock button until the blue ring disappears and it says Locking, which takes about one second.
6. If your lock icon says Offline on the Nest app home screen, you won’t be able to use the app to lock or unlock it remotely. Follow this guide to help you troubleshoot when the Nest × Yale Lock is offline.

Keep me posted.

Regards,

Lance

[Shan_chi]

I have this same problem. I have tried factory resetting the lock, and all the other troubleshooting above, and it briefly worked, but then stopped. I can unlock the lock remotely with the app, and it says it’s online, but it doesn’t have the history or let me lock with the app. I have two devices and the same thing is happening, starting right around when this person posted. 

[Laurencev193]

IOS and Nest app were up to date. The app reworked without doing anything after two days.

[Shan_chi]

Thank you! I’m still having issues, even with that unfortunately. Maybe will try going through the factory reset again. I called support and they basically told me I needed to buy a new lock, there is nothing that can do, which is INSANE. never buying any hardware from Google or Yale again. This is an absolutely terrible experience, and I don’t trust Google to support their products for any reasonable amount of time. It’s insanely wasteful for me to have to throw out a lock I’ve only had for 3.5 years.