Nest x Yale began announcing "Passcode Doesn't Work Right Now"

[cconthecc]

2 Days ago my Nest x Yale began announcing "Passcode Doesn't Work Right Now" when entering my code.  Lock will not accept a total of 3 out of 4 user codes I have installed.  Only Master Code and User #2 currently work.  I am the account owner.  I have also been unable reconnect the lock to the Nest Connect following the last update.

[Brad]

Hi there,

Sorry to hear you're experiencing this, I would love to look into this further for you. If you haven't already, you can learn here how to factory reset your Yale lock, which may help to reset issues it may be having. Please let me know if you need further assistance.

Best regards,

Brad

[cconthecc]

I’m outta town until next Wednesday, then I’ll let y’all know how I fare. 

[janthadeus]

Hey cconthecc,

Sure thing! Keep us posted.

Regards,

JT

[janthadeus]

Hi there,

Checking back in — did you get a chance to factory reset your lock? If so, how did it go? Let me know if you need more help.

Best,

JT

[janthadeus]

Hi folks,
 

I just wanted to jump in real fast to see if you saw Brad’s reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.

I appreciate the help here, Brad.

Thanks,

JT

[cconthecc]

All,

Per your suggestions, I reset my Nest x Yale lock and started the installation from the beginning.  It still refuses to connect to NEST App, no matter where I place the NEST Connect or how many times I retry.  I was able to setup the individual passcodes from the Yale Lock front panel, but no home automation capability.  Every other product I have connected to our home network functions properly without the NEST Connect. They include: NEST Max Hub, 4 Google Minis, 2 Google Chromecasts, 12 WEMO Switches/Plugs, 1 NEST Camera, 1 NEST Doorbell/Aware, 3 NEST Protects, 1 Bond Hub supporting 4 Ceiling Fans and Lights, 1 Powerview Hub supporting 6 Window Shades.  I’m done playing “Stump The Dummy” with this one piece of hardware. NEST Connect is on its way to the trash and I’m not spending any additional $$ for a replacement.

Cheers

cconthecc

[janthadeus]

Hi there,

Thanks for giving us an update and we appreciate your efforts here. Let’s dig deeper into this — 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, try to factory reset your lock again.

Let me know how it goes.

Thanks,

JT

[cconthecc]

Nest Connect Status light GREEN and 5’ from Yale Lock, Router Channel 2.4Ghz and 20’ from Nest Connect and Yale Lock, Brand new Duracells. All your proses steps were re-accomplished with negative results. Yale lock tries to connect to Nest devices, but fails. Thanks for the assist, JT. 

[janthadeus]

Hey there,

Thanks for keeping me posted. Great troubleshooting so far, you can also give these steps a try:

1. Try removing the assisting device (thermostat, doorbell, etc.) first. Then, try pairing your lock again.
2. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
3. Close all the apps running in the background of your phone, reopen the Google Home app then try adding it again.
4. Restart your phone, turn it off for 60 seconds then turn it on.
5. Put your mobile device on airplane mode, then turn on Bluetooth and WiFi.
6. Try a different mobile device.

Let us know if that helps.

Best,

JT

[cconthecc]

You’ve got to be kidding!!!  I’m not removing equipment that works, to install a piece of gear that used to work, but now fails. I’m done here. 

I don’t need the automation portion of the lock that badly.  My time is more valuable than this. 

[janthadeus]

Hi there,

Understood, don't give up on us yet. We'd like to further check on this — could you fill out this form and let me know once you're done? 

Looking forward to your response.
 

Best,

JT

[janthadeus]

Hey cconthecc,

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

Thanks,

JT

[janthadeus]

Hey there,

I'm checking back in to see if you are able to fill out the form. If not, please do so, so we can assist you further with your concern.

Best regards,

JT

[janthadeus]

Hello there,

I haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread.

Cheers,

JT