Nest Yale Tamper Alarm goes off for no reason (v2)

[Alec4444]

Reopening a thread that was closed.  I had this recurring for some time.  Support had me do a full reset and then unplug and replug the miniature plugs inside.  Held up for a while with some improvement and then happened again.

Need a way to disable the tamper alarm.  Candidly it's not a great feature anyway...it's not like the neighbors came running when the alarm went off, but it did really ruin a conference call.  Seems like a fairly simple app feature (from a fellow PM who works with engineers to build apps).

[Brad]

Hi there, 

I apologize for my late response, and thank you for all of your patience while waiting for a reply. I understand how upsetting this may be, and I'm happy to assist you with this. As far as I am aware, there is no such way to disable the tamper alarm, and tamper protection. It is built into the system. But you're welcome to leave your feedback on this, if you believe this should be an available feature. 

Best regards, 
Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[janthadeus]

Hey there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks for the help, Brad.

Best,

JT

[Alec4444]

Yes, have seen thank you.  It would be great to keep it open so others can post their similar concerns.  The first thread had quite a few people and then it was closed.

[janthadeus]

Hi there,

Checking back in should you still have further questions here. Let us know by replying to this thread.

Regards,

JT

[janthadeus]

Hi there,
 

Got it, thanks for sharing that with us. Good question! Extreme temperature may cause your lock to tamper or it can be due to hardware defects. In the meantime, let’s monitor your lock’s connectivity. In case you experience the same issue. Please reach out to Yale support for further assistance.
 

Best,

JT

[Trijc]

Same issue here. Sound goes off without anybody touching the lock or door. sometimes it will go off multiple times in a day and then work ok for weeks. Problem is that it can drain the battery (which happened to me). This needs addressing!

[janthadeus]

Hey Trijc,
 

I’m sorry to hear that. Let’s sort this out — try to restart your lock.
 

Here’s how:
 

1. Take off the battery cover and remove the batteries from your lock. 
2. If you received a low battery alert, use a fresh set of standard AA batteries. Don't use rechargeable batteries with your lock.
3. Wait a few minutes to check if your lock comes back online.

Let me know how it goes.

Thanks,

JT

[Trijc]

Thanks. I am not using rechargeable batteries and have taken them out to test their charge (no problem).

So, it is not a battery issue.

I 'think' I may have found the problem. The tamper alert typically takes place at a time of the day in which the sun hits the keypad, perhaps warming the device and triggering the alert. Could this be the reason?

[janthadeus]

Hey there,

Checking back in — were you able to speak to Yale support? If so, how did it go?

Regards,

JT

[Alec4444]

We thought ours was heat/Sun related too, but then we had problems when it wasn't sunny or hot.  We were told to unplug and replug the unit with the tiny micro-plug inside.  That stopped it for about a month, but it came back.

But give that ours started on a sunny, hot day I wonder if there is a physical malfunction induced by heat/sun that later makes the unit have issues even when it's not hot or sunny.  No way to know unless Nest and Yale work together to test the units that have the issue.

I'd actually lay this more at Nest's feet than Yale, give that Yale owns the lock mechanism and Nest owns the software.  "Tamper sensors" are clearly in the Nest court.

[janthadeus]

Hi Alec4444,
 

We appreciate you sharing your insights with us. That's correct — if the device is directly hit by the sunlight, it may cause malfunction and the possible outcome is not turning on due to overheating. Tampering happens when someone makes unauthorized or alters the lock when it’s armed. Let's check this further — could you fill out this form so we could investigate?

Looking forward to your response.
 

Best,

JT

[Trijc]

Thank you. I will continue to test this a bit longer to know with certainty. My test couldn't be conducted a few times because my kids/wife kept taking the screen to block the sun! 🙂

I'll circle back.....however, I am pretty sure that it is being caused by heat/sun at the moment.

[janthadeus]

Hey there,

You're welcome! Awesome, sounds like a plan! Keep us posted.

Alec4444, we haven't received your form. Were you able to fill it out? Do you still need help?

Thanks,

JT 

[Alec4444]

Hi JT, sorry for the delay.  I have submitted the form; can you confirm receipt?

Thanks,

Alec 

[janthadeus]

Hey Alec4444,

Thanks for the update. 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