Nest x Yale lock passcodes do not work

[nmf77]

I have just installed my Nest x Yale lock.

I can operate it fine with the phone: lock, unlock, add guest passcodes.

But I can't unlock the lock using the keypad.

It's like it does not recognize my passcode.

I have tried different passcodes, I have rebooted the locked, reset it to factory defaults, detached and reattached the cable from the keypad to the escutcheon, in short, all the troubleshooting steps I found on-line.

How can I fix this?

[chaconmorales]

Hi nmf77,

Thanks for reaching out to the Community. I'm sorry to hear the passcodes in your Nest x Yale Lock are not working as expected. But no need to worry, help's here!

I understand that you already followed basic troubleshooting (like reset and restart), here are some advanced troubleshooting steps that you can check:

Advanced troubleshooting:

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 Privacy Mode is on. If it is, the keypad is disabled so that no one can use a passcode to unlock your door. When someone tries to wake up the keypad, the lock will say, “Please try again at another time.” Find how to turn Privacy Mode off in How to use Privacy Mode on the Nest × Yale Lock.

Additional considerations: 

Lock Firmware:

• Ensure your Nest Yale Lock has the latest firmware. Check the Nest app for updates.

Temporary Server Issues:

• Nest servers might experience temporary issues. Try creating the passcode later.

To keep your Nest x Yale Lock connected after support ends for Nest Secure you already have the Nest Connect, however it is important to remove the Nest Secure in case it is still added in the account as it may interfere with the Passcodes update and set up.

Let me know if you need further assistance.

Best regards, 

Mario

[nmf77]

I have attempted all your suggestions already, and more. I talked to an agent to troubleshoot the issue, and their conclusion is that the unit is defective.

[chaconmorales]

Hi @nmf77,

Thank you for following up. I apologize for the inconvenience that you are experiencing with your Nest x Yale Lock even after troubleshooting. Thank you for your best effort and for trying to resolve the issue with us. 

To assist you better, we'll need some additional information. I'm sending you this form where you can provide all the necessary details and also please fill out all the information required.

Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Regards,

Mario