Nest Yale Lock will not factory reset

[tonyg777]

I've had the lock for 2 years. I just got the new Nest Wifi Pro Router and set up a new network at my home. Got everything hooked up fine (phones, chromebooks, lights, google tvs, speakers) and went to do the Nest Connect and Nest Yale Lock it is connected to. Had trouble getting the Nest Connect to connect to the Wifi so I did a reset and it now shows online in the App and a green light. Went to do a factory reset to the Nest Yale Lock and it will not do it! I am following the steps (all 12 of them) and have tried it about 12 times ... it will not factory reset. Every time I get the 4th battery in (all while holding the blue reset button) it goes to the Blue Light on the front and states "Hi from Yale and Nest, Press the Yale button to begin" ... just like it would if you were just replacing the batteries. It's as if the reset button isn't even connected to anything.

Any thoughts?

Thanks!

[janthadeus]

Hi tonyg777,

Thanks for reaching out. I’m sorry to hear that and for the delayed response here. No worries, we’ll check this out — a few questions: what’s the status light of your Nest Connect? How far is your Nest x Yale Lock and Connect from the router? Are the batteries of your lock fresh and standard AA alkaline batteries? Also, what Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?

Here are some troubleshooting steps you can try:

1. Take off the battery cover and remove the batteries from your lock. If you received a low battery alert, use a fresh set of standard AA batteries. Don't use rechargeable batteries with your lock.
2. Put the batteries back in after 60 seconds. Wait a few minutes to check if your lock comes back online.
3. Restart the Connect: 
   • Plug Connect into a power outlet. 
   • Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. 
4. Factory reset your Connect. Hold your Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. Keep holding down the button, when the light flashes yellow then goes off, release the button. 
5. Remove it from the Nest app. Then, add it back. The recommended router settings are the 2.4 GHz Wi-Fi frequency. 
6. Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
7. If all else fails, factory reset your lock.

Let me know how it goes.
 

Thanks,

JT

[tonyg777]

Hi JT,

I reached out to the factory phone number and they ran me through some of the same items you have listed. It resulted in them saying there was nothing else they could do and since my lock was 26 months old ... there was no warranty. They did give me a code for a discount on a purchase but it does not work at any vendor I tried (I tried 5 different vendors). So I decided to try your steps again and see if there were any different results ...

Nest Connect shows a green light and is currently about 25 feet from the router. I did a factory reset on it, tried placing it a foot from the router and it is using the 2.4 GHz Freq. I also have removed it from the Nest App and then re added it. It does appear to be working fine in the Nest App.

The lock has a fresh set of AA alkaline batteries and I have rebooted my router and modem.

This is where the problem is ... trying to factory reset the lock itself. It will not reset. I tried about 12 times (using my finger on the button and using a tool to hold it in while replacing the batteries) and then with the factory on the phone, I tried it with their directions another 4 times. Needless to say ... There is something physically wrong with the factory reset button on my lock. This is the first time I've used it in the 26 months I've owned it, so chances are, it has never worked. That did not seem to register with the person on the phone though ... 

Very disappointed in this and will see what my plan is from here. The lock works fine manually. It just does not work through the Wifi or Google Assistant (the smart lock isn't very smart!). I will toss out the Nest Connect if I decide to just use the lock as a manual lock.

Thanks for your help and for reaching out!
Tony G.

[janthadeus]

Hey there,
 

Thanks for trying, I truly appreciate you taking the time to troubleshoot your lock here. This isn’t the experience I want you to have. It looks like your lock has a hardware defect, you may contact Yale support for further assistance.

Best,

JT

[janthadeus]

Hi there,

Checking back in — were you able to speak to the Yale support team? If not, please give them a call using the link I shared for further assistance.

Regards,

JT

[tonyg777]

Lock was 26 months old and they said I was out of luck as far as warranty was concerned. They gave me a promotion code for a discount for a new lock but it didn't work at any retailers I tried.

Not happy since this appears to me to be a manufacturer defect.

[janthadeus]

Hey tonyg777,

Oh no! Thanks for keeping me posted. Let's check other options for you — could you fill out this form and let me know once you're done?

Looking forward to your response.

Best,

JT

[tonyg777]

Hi JT,

Form is filled out.

Thanks,

Tonyg777

[janthadeus]

Hi there,

Cool! We got the form you've submitted — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Cheers,

JT