SECURITY ISSUE! Two Different Yale Locks in Different Locations Unlock at Random Times

[Sherv]

I have two Yale locks in different cities, each unlocked randomly at different times and on different days.

One started unlocking and locking repeatedly for over 8 minutes until the door failed to lock. Luckily I was home and physically went to the lock and manually unlocked the door to stop the sequence.  Had I not been home, the door would have been open for hours.

The second lock randomly unlocked and immediately tried to lock itself, but couldn't. Once again, had someone not been home, the door would have been open for over 8 hours. 

This is a HUGE security risk. Looking over different groups, I don't appear to be the only one that has experienced this. No security patch? No warning or communication from Nest? System failure or hack? 

Time to reconsider using Google/Nest products.

btw...Assigned app users were not anywhere close to their phones.  Apps are updated. Not even going to get started on how the Nest thermostat has a mind of its own.

[janthadeus]

Hi Sherv,

Oh no! I’m sorry to hear that. This is definitely not the experience we want you to have. It looks like your deadbolt isn’t calibrated. When you’re installing your lock, the Nest app will have you check the deadbolt’s calibration. Your door needs to be closed during this step. If your door was open, your lock may not be able to properly calibrate. Without accurate calibration, the Nest app may say that your door’s locked when it’s not, or vice versa.

Here are some troubleshooting steps you can try:

1. Open your door.
2. Slowly use the thumb turn inside your home to extend the deadbolt all the way to the locked position, then retract it back to the unlocked position.
3. Close your door.
4. Again, use the thumb turn to extend and retract the deadbolt.

If it feels like the deadbolt is sticking or scraping at any point, or if it feels like the deadbolt isn’t able to fully extend when your door’s closed, you may need to make some adjustments.

Let me know how it goes.
 

Thanks,

JT

[Sherv]

Hey JT... I don't think that's the issue. The door is actually unlocking itself after being in a manually locked position for hours.

Two different houses, two different locks. We've had the locks on both doors for 2-3 years without an issue. Problem is that the door unlocks by itself. If the door isn't pulled all the way shut, it won't lock and that's understandable and something we expect. We absolutely don't expect the lock to just decide to unlock. In the case of one of the locks...it unlocked and locked repeatedly. 

[janthadeus]

Hey there,
 

Understood, let’s further investigate this — could you factory reset your lock and let me know if that helps? Otherwise, you may contact the Yale support here for further assistance.
 

Thanks,

JT

[janthadeus]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Regards,

JT

[Sherv]

There's no way for me to know if it's fixed...it's not like it unlocks by itself when I'm expecting it to. There was no warning and it was completely random. 

Really disappointed that the company defaults to community sourcing suggestions for an issue as serious as this. 

[janthadeus]

Hey Sherv,

I’m sorry if you feel that way. Please contact Yale support here for further assistance. Let me know if you have any other questions or concerns as I will be locking this in 24 hours.
 

Best,

JT