Can’t unlock my Nest Yale Keypad Blue Checkmark not illuminating

[MWiegand]

So all of the sudden and randomly my door lock will not unlock using the keypad. The keypad has not been damaged and I can use the app but it’s frustrating for my dog walker and fiancé who don’t have the app. Has anyone else has this problem? Lock is about 3 years old. 

[janthadeus]

Hi MWiegand,

Thanks for reaching out. I know the importance of ease of access to your lock. Let’s sort this out — a few questions: is your lock’s privacy mode on? Are the batteries of your lock fresh and standard AA alkaline batteries? 

Here are some of the troubleshooting steps you can try:
 

1. Place 3 fingers on the display, or press on the Yale logo. The lock takes about a second to recognize this action.
2. Make sure that the keypad screen is clean. If it's not, wipe with a clean and dry cloth.
3.  Press the button on the interior lock to make sure Privacy Mode is disabled. You can also open the Nest app > tap Settings > Nest x Yale Lock > disable Privacy Mode.
4. Check low or dead batteries. If your lock has an internet connection, the Nest app can let you know when your batteries are getting low. That should give you plenty of time to change them. But if the batteries are dead, you won’t be able to lock or unlock your door with the Nest app or the keypad. However, you can hold a 9-volt battery on the lock from outside your home to temporarily provide enough power to use your lock. Learn How to lock and unlock the Nest × Yale Lock if the battery is drained.

Let me know how it goes.
 

Thanks,

JT

[janthadeus]

Hey there,

It's me again. I want to make sure you're all good — how did the steps go?
 

Regards,

JT

[janthadeus]

Hi there,

Just checking in to make sure that you saw my response. I'll be locking this thread if I won't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Best,

JT