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Nest Lock Keypad unresponsive

kcbillings
Community Member

 

Arrived home ... tried to unlock the door using the keypad from the outside.  The touchpad was completely unresponsive.  No lights, no sounds... nothing, completely dead.  The app said the door lock was offline.  Luckily I was able to get in another way.  I was able to access the back of the lock and the manual unlock worked fine.  Even after unlocking it manually, the touchpad was still unresponsive.

I removed the batteries, waited a few seconds and then reinstalled the batteries (the same batteries) and the lock started working again.  The lock appears to have frozen and was unresponsive.  The lock and the app never once reported low battery warning.  It was working just fine when I left without issue and without warning.  The same batteries went back into the lock and I haven't received a low battery warning (and it's been about a day).

Previously when the batteries would get low it would give me an audible warning and a notification in the app.  This time around, it just went completely dead.

13 REPLIES 13

sescalante
Community Member

I just had a similar issue, the keypad lit up but did not make a sound when numbers were touched and did not respond to code being entered.  Also when unlocked the app said locked and online.  Finally using the app to "lock" the already locked door and then unlock thru app seems to have reset it.  Sound is back and codes are working.  This is very concerning we would of been locked out of home if one person was not home.  Would like to share logs with Google to review..

I had to crawl through a window... and by that time frustration was at an all-time high so I took the batteries out and called support.  They told me that the batteries must have gone dead and to replace them.  I replaced the batteries as a precaution, but I'm still very nervous that this could happen again and if that window isn't unlocked, I'd be in real trouble.

I did check the app afterward to see if perhaps I didn't see the low battery warning... there was no low battery warning or any indication that the batteries were dead.

Brad
Community Specialist
Community Specialist

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. Here is an article that goes over how to Factory Reset your Yale lock. I would definitely suggest that you restart and factor reset the device if it is not working properly. 

Best Regards, 
Brad

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best regard,
Brad

kcbillings
Community Member

The device is working... but it was working up until it wasn't and the keypad was frozen and the only way to get it unfrozen was to access it from the other side of the door which was luckily an option this time around.  

The keypad can't freeze up... 

Brad
Community Specialist
Community Specialist

@kcbillings

 

Have you checked the batteries to make sure that they are still good? Also, are you using the recommended batteries which are an AA Alkaline battery. We used to recommend Energizer Max, so I would suggest only using those batteries. No rechargeable batteries either. 

 

Best regards,

Brad

kcbillings
Community Member

The lock nor the app reported the batteries being low or needed to be replaced.  The batteries in the lock are AA alkaline batteries (not rechargeable).  They are Amazon AA batteries.  I will swap them out for Energizer  AA batteries to be safe.

Brad
Community Specialist
Community Specialist

@kcbillings

 

Glad to hear. Please let me know if that makes a difference, but if it doesn't I do believe that you can also contact Yale support to see if they have some additional troubleshooting you can do.

 

Best regards,

Brad

kcbillings
Community Member

I did contact Yale support... they offered no help other than to say take the batteries out and put new batteries in.  Again, that is totally easy to do if you are on the inside of the door.  If you are on the outside, that is not so easy.

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
Brad

kcbillings
Community Member

Nothing else on my end.

Gazzazh
Community Member

I am having same issues here, the keypad works sometimes. this morning I left my phone to go for a run and could not get back inside the house, this is really frustrating, I changed batteries ( Alkaline as mentioned ) reset lock more than once, and still having the same issue. This is really unacceptable 

Brad
Community Specialist
Community Specialist

Hey folks,

 

It could be a hardware issue, and if that is the case, I would suggest you reach out to Support so they can provide you with some additional assistance.

 

Best regards,

Brad