Nest x tale lock won't factory reset

[Farroww]

I received my nest Yale lock the other day and when I went to set it up I noticed there was no voices coming out of the lock saying that it is ready to connect. I tried factory resetting the device but no matter how many times I tried it would ding but there was no voices saying that it is factory resetting. 

[zoeuvre]

Hi folks,

@Farroww, thanks for reaching out to us, and I'm sorry to hear about the situation. I want to check if you are still in need of any help. If so, please answer the following:

1. Remove the battery cover and batteries.
   • To remove the battery cover, you’ll need either the battery cover key that came in the box with your Nest × Yale Lock or a thumbtack. A small allen or hex wrench may also work.
     • Insert the key or thumbtack into the hole on top of the battery compartment and press down firmly.
     • Grip the cover near the top and pull it off while you continue to press with the key or thumbtack.
     • Remove all the batteries.
2. Unscrew the 2 bolts holding the indoor lock.
3. Remove the indoor lock to reveal the reset button, which is located on the left side of the cable connector.
4. Hold down the reset button while you put in the batteries.
5. Keep holding down on the reset button until the light turns red and the lock says “Just a moment, erasing all settings.”
6. Release the reset button.
7. Take out one battery each from the left and right side of the lock to expose the screw holes.
8. Place the indoor lock on your door and line up the screw holes.
9. Screw in the 2 bolts holding the indoor lock.
10. Put the 2 batteries back in.
11. The Nest × Yale Lock will say “Hi, from Yale and Nest” when the reset is complete.
12. Replace the battery cover.
    • To replace the cover, insert the 2 tabs on the bottom of the cover into the holes in the lock, then push the cover until the tab at the top locks it on.

Take note that after you reset the lock, you must create a master passcode on the lock before you set it up with the Nest app. Also, to confirm the lock has been removed from the Nest app after resetting the lock, on the lock, press the white indicator light button inside your home. If the light pulses blue and the lock says “Ready. Use your Nest app to add the lock to your account,” then it has been removed from your account. If the lock says “Privacy mode is on” or “Privacy mode is off,” the lock is still paired with your account. To remove the lock from your account, on the Nest app home screen, select your lock and tap Settings > Remove lock.

Let us know how it goes.

Best,

Zoe 

[Farroww]

Hello Zoe, 

I have stepped through the following steps multiple times, step 5 is were things start to go wrong. I've help the reset button down for 20 min but it never says “Just a moment, erasing all settings.”

[zoeuvre]

Hi there, 

Thanks for getting back to me. I know how it feels when something isn’t working the way it should. Since resetting the lock didn’t fix the issue, the best thing to do now is to contact Yale support for further assistance.

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

Regards,

Zoe