Lock is reversing lock unlock

[upsampled]

• I am experiencing the issue where the Nest x Yale confuses lock and unlock positions. 

Initial Procedure 

1. Reset nest
2. Remount the nest
3. Close the door and keep nest in the open position
4. Press Yale logo and give it master code, after door seems to sense correctly it is locked after the procedure 
5.  At first enter of the passcode, the door unlocks but still 'thinks' it is locked. From here on out it is backward  

Procedure alteration that don't remedy problem

• Put the bolt in the lock position before reset, this causes clocking noises at step 5 but same result 
• re-inserted the deadbolt to ensure it was in the 'up' position
• Made sure deadbolt can easily be moved by thumb turn
• took off striker plate 
• many, *many*, resets  

Triage

• By disabling 1 touch locking, the door is at least secure. The app is still confused and locking is more cumbersome.

Is there anyway to just tell the device it is backwards so the lock can work correctly?

[catheryn]

Hello @upsampled!

Thanks for bringing this concern to our attention and posting it in the community. I apologize for the inconvenience your Nest Yale Lock is causing. 

It sounds like it is having trouble when locking and unlocking the door. We appreciate your efforts to troubleshoot the problem. 

To better assist, I need to confirm some extra information: 

• Did your Nest Yale Lock work before?

• Is your Nest Connect on?
• How far is it from the router and the Nest Yale Lock? 
• Did you try to factory reset both devices? 

Once you share this information we can diagnose the issue and provide a resolution. 

Happy Thanksgiving!

Best regards,

Catheryn

[upsampled]

• Did your Nest Yale Lock work before?
  yes, prior to new install worked fine

• Is your Nest Connect on?
  Yes, confirmed by green light and app
• How far is it from the router and the Nest Yale Lock? 
  Phone can connect to wifi at lock location and Connect location. Again green light on connect suggest this is not the issue.
• Did you try to factory reset both devices? 
  Yes, several times. On that subject, the reset procedure for the Yale Lock needs to be reconsidered in future designs.

[catheryn]

Hello @upsampled! 

Thank you for your prompt response and for sharing the additional details.

To better understand the issue, please describe the exact steps you took to factory reset your devices. This will help us ensure that we’re following the correct procedure and troubleshoot any potential errors.

As a temporary measure, we recommend uninstalling and reinstalling the Nest app. This can often resolve minor software glitches and refresh the app's functionality.

Please let us know if you have any questions or if you need further assistance. We’ll continue to monitor your response and work towards a solution.

Thank you, 

Catheryn

[upsampled]

To better understand the issue, please describe the exact steps you took to factory reset your devices.

1. Removed Front plate of device
2. remove outer batteries
3. remove screws underneath batteries
4. remove whole back unit from door (keeping cable connected)
5. depress reset button while inserting outer batteries back in
6. Wait for chimes, red light and acknowledgement that the system rebooted to factory settings
7. remove outer batteries
8. Reverse steps 3,2,1

I then proceeded with procedure in original ticket.

As a temporary measure, we recommend uninstalling and reinstalling the Nest app. This can often resolve minor software glitches and refresh the app's functionality.

Did not work, also issue presents before nest app is sync'd with lock. Step 5 in the original procedure is performed on the keypad. Issue continues when app is sync'd.

[catheryn]

Hi @upsampled,

Thank you for taking the time to follow those steps and provide additional information. We appreciate your efforts in troubleshooting this issue.

Based on the details you've shared, it appears the problem may be related to the initial installation of your Nest Yale Lock. To ensure everything is set up correctly, please carefully review the following steps outlined in this helpful article: Nest × Yale Lock installation and setup.

Make sure to read each one carefully. If you get stuck or have questions, feel free to ask our support team. We're here to help you out!

We'll be monitoring your response, ready to provide further assistance as needed.

Best regards,

Catheryn