Outside buttons do not light up

[Calm18]

When I'm trying to unlock my door from outside to enter my pin code, the YALE button doesn't work or sense that I'm pressing it. Any thoughts or solutions?

[Calm18]

I have replaced the batteries and did a factory reset.  Now I can't connect to the nest.  I removed it and cannot read due to Yale lock button not working 

[cecohen76]

I had exact same issue.  Unfortunately no solution.  The only conclusion I have come to is that because my house faces South I believe the constant sunlight through the glass storm door caused temperatures to exceed 140F, thus frying out this function.  Oddly the rest of the keypad works just fine. Device still works with the app, but without being able to use the keypad I am still going to replace it.  Purchased in 2021 and warranty is only 2 years.

[Calm18]

Thanks for the reply.   I purchased it from habitat for humanity.   It was working from the app but after factory reset I can't add it again since it wants me to press the Yale logo. Sometimes the buttons flash but not sure why.

[ByronP]

Hi Folks,

Thank you for posting in the community. I understand that you’re having trouble connecting your Nest Yale x Lock to your Nest App since the Yale button doesn’t work. I appreciate all your troubleshooting effort you’ve already taken. I’m here to help.

To assist you better, please respond to the following questions:

• When did the situation start?
• What do you use to connect your Nest x Yale lock to Wi-Fi — Nest Connect? If so, is it online?
• If your Connect isn’t on, how far is it from your Wi-Fi router?
• Are there any walls, mirrors, microwave appliances, or Bluetooth devices between the Connect and the router?
• How many Nest Connects do you have? Are they all online?
• How far is your Lock from the Connect?
• Are there any walls, mirrors, microwave appliances, or Bluetooth devices between the Connect and the Lock?

Please keep me posted on your findings.

Regards,

Byron

[Calm18]

The issue started when I first got the lock.  I was initially able to add the lock to the app and operate it from the app but not from the keypad.  Following some of the advice on the forum I did a factory reset and removed the device from the app.  Now I cannot read due to the buttons not working.  

I am using Nest connect and it is online 

Nest connect is about 4 meters from me and about 10 meters from the router 

There's 2 walls between nest and router.  No Bluetooth devices.  A microwave about 6 meters away but not being used during setup 

1 wall between nest and device 

[ByronP]

Hi Calm18,

Thank you for your reply. I appreciate all the detailed information.

Based on your answers, please follow these steps:

• Make sure your Nest app is up to date as well as your phone.
• Power cycle your modem, router, or access point.
• Restart your Nest Connect. Here are the steps:

1. Plug Connect into a power outlet.
2. Hold down Connect’s button until the light pulses blue (about 10 seconds). Then, release the button.
3. Wait for Connect’s light to turn green, which means the restart is complete.
4. Check if your Nest Connect is online in the app.
5. Then try to set up the Nest x Yale Lock again.

Please let me know how it goes.

Regards,

Byron

[Calm18]

I tried this but it still doesn't work.  Thanks 

[ByronP]

Hi Calm18,

Thank you for your prompt reply. I appreciate all your troubleshooting efforts in this situation. Let's explore additional options.

Please try the following steps:

1.  Wake the Nest x Yale Lock:

The screen may be sleeping. To wake it up, place 3 fingers on the display, or press on the Yale logo. The lock usually takes about a second to recognize this action.

2.  Clean the Keypad.

Make sure that the keypad screen is clean. If it's not, wipe with a clean and dry cloth.

3.  Disable Privacy Mode.

Privacy Mode may be preventing the keypad from working. Here are the steps to disable it using the Nest App:

1. Open the Nest app.
2. Tap Settings, then select your Nest x Yale Lock.
3. Look for and tap the option to disable Privacy Mode.

Alternatively, you can press the physical button on the interior lock to disable this mode.

Please let me know how it goes.

Regards,

Byron