NestxYale Lock Deleted All Passcodes

[LPG]

We have two locks on our property, connected to wifi. Returned home today and both have lost all passcodes. Master, all guest codes are gone. None are shown in the app. Locks would not open. Both have good batteries and respond, but in my app it says "Incorrect Passcode Entered".  My app reports when an incorrect code is attempted, so they are connected to my app. I don't find any indication of what could have happened, it still reports to my app on my phone. There is no way anyone has had my phone to delete the apps between yesterday evening, when a code was last successfully used, and now. 

EDIT:  I was able to recreate a passcode, but it refused to use the one we previously used, saying use a unique code. It was unique - the ONLY code. 

Question:  is this type of thing a common occurrence? I see others who have been locked out, but this still worked from the app, I wasn't kicked off the lock, just erased all the passcodes. 

[janthadeus]

Hi LPG,
 

I’m sorry to hear that and for the delayed response here. Let’s see what’s going on — a few questions: when did you first notice the issue? Are the batteries standard AA alkaline? Also, what’s the status light of your lock?

Give these steps a 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. Factory reset your lock.

Let me know how it goes.

Thanks,

JT

[janthadeus]

Hey there,

It's me again. I want to check if you still need help. Don't hesitate to reach back if you do.

Regards,

JT

[LPG]

I have the two locks working, but the database of codes appears corrupted. The app shows one code to unlock the locks, and it works. I added another code, and that works. But the 10 or so codes I had, do not appear in the app. Attempting to enter a code into the app that was previously used results in an error that says that code is in use. It is not, but it was previously, before it dumped ALL codes. 

I have not tried resetting the locks. I may do that.

[janthadeus]

Hi there,

Got it — thanks for sharing that with us. Let me know if anything comes up.

Thanks,

JT

[janthadeus]

Hey there,

Checking back in — how's it going? Still need our help?

Regards,

JT

[janthadeus]

Hello there,

I haven't heard from you in a while so I'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best,

JT