Nest app and Yale lock not working properly

[albie_]

Hi,

My Yale lock stopped working recently. Without notice the Yale lock stopped accepting any of the families passcodes. It also stopped showing up in the Nest app. Even though it may have been disconnected from wifi my understanding is that the passcodes should still work. 

Steps I've done to try to resolve the problem.

1. Change the batteries.
2. Reset the connect.
3. Factory reset the Yale lock.

After step 3 I thought I could restart from scratch to resolve the issue. I am able to unlock the door using the app, but passcodes still did not work. I was able to add a guest and create a new passcode. That worked, but it's a bandaid. For a home security product this is horrible. Mostly writing to complain about a crap product and to suggest to others not to purchase this and find a more reliable option. Imagine trusting a home security product and then getting locked out of your own home.  Not acceptable. 

Best,

Albie

[Lance_L]

Hello Albie,

Thanks for reaching out to the Community and for sharing what you’ve done to try and fix the issue.

I’m sorry to hear that you’re having trouble with the Nest x Yale Lock. Let’s check it out.

Please try the troubleshooting steps below:

1. Check for any available Android system updates on the mobile device and install them if there’s one.
2. Remove the affected family members from the home structure.
3. Uninstall the Nest app.
4. Restart the mobile device.
5. Reinstall the Nest app.
6. Add the family members back to the Nest home. Then the Nest app will automatically generate a passcode for them.

Here’s a handy guide on how to set or change passcodes for Nest Secure and the Nest × Yale Lock.

Let me know if that helps.

Regards,

Lance

[Jbro71]

The way the Nest App and Nest Connect / Yale Lock are managed by Google is garbage.  My Nest Connect and Lock periodically fall out of the Nest app completely.  It takes a couple of days and then they will be back.  While they are gone, I cannot add any "Home Access Only" users.  I've been around and around with Support on this and no one can ever figure it out.  They just disappear and then magically reappear. 

My Nest Video Doorbell and Nest Thermostat NEVER falls out of the app. Only the Connect and the Lock. 

[Lance_L]

Hey everyone,

@Jbro71, thanks for joining the discussion. I’m sorry to hear that you’re having the same issue. If you haven’t done so already, please try the steps outlined above and let me know if the issue persists.

@albie_, how’s it going with your Nest x Yale Lock? Let me know if you still need help.

Keep me posted.

Best,

Lance