Door slammed shut with bolt extended

[AndrewKaylor]

Recently, our door slammed shut with bolt extended during a windy day and the door was open/unlocked longer than 60 seconds

It takes a bit of effort to turn the lock to lock/unlock the door now. Additionally, the whole assembly feels a bit crooked. I've tried uninstalling/reinstalling everything. I'm not sure if the product is damaged, but the misalignment causes my physical friction which appears to be running the battery down faster. We also get warnings about the lock not being secure, but it does appear to be locking correctly.

Is there a part I should be replacing?

[Brad]

Hi there,

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I am terribly sorry to hear that you have had such a hard time with this! I would love to look into this issue further and help find a solution for you. First off, I have some questions I’d like to ask you.

• Do you still need help with this issue?

• Can you physically see that the lock is not aligned fully?

• What troubleshooting steps have you done thus far? 

• If the restart didn’t work, have you tried to do a Factory Reset? This would be a last resort option, but would clear out issues and the device would essentially be ‘brand new’

Please let me know if you need further assistance. 

Best Regards,

Brad.

[AndrewKaylor]

Hello @Brad thx for the reply

• Yes, I would still like feedback on the question, trying to understand what my options are
• I have attempted a re-installation, and despite best efforts of alignment, it feels like there's still friction when attempting to lock (manually or automatically). This seems to drain the battery faster potentially, as well as result in warnings that it couldn't lock the door (even when it still does so successfully)
• Attempted re-alignment during a fresh install with existing equipment, results did not improve
• I disagree that a Factory Reset will correct the behavior stated above and in original post. 

[Brad]

@AndrewKaylor

I am terribly sorry to hear that you are still having that issue with your Nest x Yale lock! With this alignment issue, does it look like it is a physical issue? I am wondering if you have checked out this help article here? I has some troubleshooting steps to take to fix issues with the lock itself. Check it out and let me know if you still need assistance.

Best Regards,

Brad.

[AndrewKaylor]

Hello Brad, thanks for the reply. Yes, the issue still persists. The article you provided is informative, but doesn't address my concern.

The bolt (I think that's the right term) appears to be crooked, so while the door may be straight, the bolt sticks out at an angle towards the face/front of the door, instead of in the direct center between front & rear of the door.

This causes increased friction when the door is locked. The Yale Lock alerts (audibly) stating the door could not be locked. Additionally, the friction causes the batteries to be worn our much quicker as it requires more energy to attempt to close the door when it can't confirm it's safely locked correctly.

[Brad]

@AndrewKaylor

I am afraid I cannot help you fix this issue with your Nest x Yale lock. You will probably want to get it repaired, or replaced via Support. Please reach out to them if this is the route you would like to look into. Terribly sorry for the inconvenience! Please let me know if you need further assistance.

Best Regards,

Brad.

[GarrettDS]

Hey folks,
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS