Nest Yale Lock - motor not working

[geminijedi]

My nest lock has started reporting "the deadbolt is blocked" whenever attempting to lock or unlock it through the Nest app or google home app.  The bolt glides smoothly when turning it manually. 

I've performed all the troubleshooting steps I can find on the internet, including:

- loosening the bolts around the lock
- replacing batteries
- Resetting nest connect
- Resetting the nest x yale lock
- attempting to lock the door while it is open (so there is no chance a closed door is obstructing the bolt.
- attempting to lock the door while the motor pack is detached from the mount plate on the back of the door.

None of these options has done anything to resolve the issue.  I suspect the motor has failed because when using the app to attempt lock/unlock, there is no sound from the lock as if the motor is even trying to turn the bolt.  I have not yet engaged directly with support in hopes there could be something I've overlooked.  Wondering is anyone has experienced this specific issue and has any advice to share.

Thanks.

[mejiacruz]

Hi @geminijedi,
You've done a great job with the troubleshooting steps so far! It does indeed sound like the motor might be the culprit given the lack of sound when attempting to lock/unlock.

Based on the troubleshooting steps you've already taken, it seems the issue might be related to the lock's hardware and not the Nest system itself.

Nest support primarily focuses on software and connectivity issues. For hardware-related problems, To ensure you receive the most effective assistance with this issue, we recommend reaching out to Yale's customer support directly. They have the necessary expertise to troubleshoot and resolve concerns related to hardware issues.

You can find Yale’s contact information on their official website: 

Yale Support 

If you continue to experience issues after contacting Yale, please don't hesitate to reach out to us again.

Thank you for your understanding.

Best regards,

Josh