Nest x Yale Lock - passcodes not recognized on keypad

[zavid58]

Hello,

Like a many others, I recently installed a new Nest x Yale lock and are having issues unlocking via passcodes. I set it up per the installation instructions, first creating a (temporary) master passcode on the device before adding the lock on the Nest App at which point it asks for a new master passcode. Though it did error a few times while trying to connect to the Nest Connect, it eventually established a connection. I am able to lock and unlock via the Nest app and the Google Home app. However, I cannot get it to recognize any passcodes via the keypad to unlock it manually (the keypad will work to lock). When I use the keypad (with privacy mode turned off) and put in my passcode and hit the check mark button, it beeps about three times, then all the lights blink and the display turns off. I have changed the master password via the Nest app and still will not work. I even created a guest profile for an entry only and that did not work. I did a hard reset and still, the lock will only operate via the app and not through the keypad. Note, the keypad passcode will work if do not add it to my Nest account during setup, but the whole point is the Google integration. Anyone run into this? I am unsure if the lock is defective and must be returned for a new one.

Thanks.

[Lance_L]

Hey zavid58,

Thanks for reaching out to the Community and for sharing all the steps you’ve tried to fix the issue. I’d be happy to help you with the Nest x Yale Lock. Let’s check it out.

A few questions: are you wearing gloves when unlocking via the keypad? Do you hear the message, “ Please try again at another time? ”

Let’s try the steps below:

1. Press firmly when you’re entering your passcode on the lock’s keypad. Use more pressure than you might use to tap something on a phone screen. If you’re wearing gloves, remove your gloves and press on the keypad barehanded.
2. Make sure that the keypad screen is clean. If it's not, wipe with a clean and dry cloth.
3. Check if you are outside the scheduled time. With the Nest × Yale Lock, you can specify certain times for someone to be able to open your door with a passcode. If they try to use their passcode when it’s not their scheduled time, the lock will say, “Please try again at another time.” Learn about home entry schedules and how to change them.
4. Replace the lock’s batteries with a fresh set of four standard AA alkaline batteries.

Let me know how it goes.

Best,

Lance

[zavid58]

Hello,

I am not wearing gloves and no message is heard after inputting a passcode.

I have tried all of those things and it will not work still. The keypad is responsive, I can hear and see every number that is pressed. It’s just the software doesn’t want to unlock the door. For instance, if I purposefully type in the wrong passcode a few times, it will send me a notification warning me that multiple incorrect attempts occurred. However if I type in the correct passcode, it just quickly beeps and does nothing. Continuing multiple attempts at the correct passcode will not send me a notification. It seems like it understands the passcode is the correct one, but it doesn’t care to unlock it. Not sure if somehow “privacy” mode is on for all passcodes regardless of if it toggled on in the app.

Thanks.

[Lance_L]

Hi zavid58,

Thanks for the follow-up information. Since the steps didn’t work on your end and the hard reset didn’t fix the issue, the best thing to do now is to contact Yale support for replacement options.

Feel free to reach out if you have other questions in the future.

Regards,

Lance