Nest Yale logo not lighting up to complete set up.

[jed0325]

I cannot complete the set up of the yale lock because the yale logo will not light uo after installing brand new batteries. I have reset the lock to factory settings and that has not worked. I think the privacy mode is stuck on which is why the yale logo keypad will not light up. I hold the blue button on the lock and it will not turn on or off the privacy mode. The lock will not connect to the nest connect and I cannot turn off privacy mode from nest app because I haven’t been able to add the product. I have performed a factory reset several times and nothing has worked. Please let me know how to resolve this issue.

[luciaaa]

Hi, @jed0325,

Thanks so much for reaching out to the community! I'm sorry to hear that the Nest Yale logo isn't lighting up, preventing you from completing the setup process. I'd be happy to help!

I appreciate you trying troubleshooting steps like replacing the batteries, performing a factory reset, and disabling privacy mode.To effectively troubleshoot, please provide the following information: 

• Are you receiving any error messages in the setup process?
• Is the cable connector securely plugged in? The connector is located next to the reset button inside the lock.
• Could you please describe the steps you took to perform the factory reset?

In the meantime, please try the following troubleshooting steps:

• Double-check that the cable connector is firmly plugged into its port.
• Ensure the batteries are properly inserted.
• Try disabling privacy mode using the thumb turn.
• Try replacing the current batteries with new ones.
• Perform a factory reset on the Nest x Yale Lock.
• Try setting up the Nest x Yale Lock.

Please let me know how it goes.

Best regards,

Ana

[jessjo]

I have the same problem. The back blue button lights up and makes a noise but the front panel is completely non-responsive. I have changed batteries and I have done a factory reset. I checked the wires and still nothing.

[luciaaa]

Hi, @jessjo,

Thank you for reaching out to the community. I appreciate you taking the time to follow all the troubleshooting steps. I'm truly sorry that after completing the steps, the inconvenience still persists. To help you further, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Feel free to reply if you have any questions.

Best regards,

Ana