Unlock Notifications

[AngelNails]

I noticed one day that I wasn't getting notifications of when my door was unlocked by a guest access code. Saw my connect and lock were offline. After several hours and a master reset of the lock, connectivity issue was resolved but I'm still not getting notified when the door is unlocked with a guest access code. Any help on this?

[Lance_L]

Hello AngelNails,

Thanks for posting in our Community. I know how it feels when something isn’t working the way it should; let’s check it out.

A few questions: are you using an iOS or Android device? Does this happen on both Wi-Fi and mobile data? Are other household members affected besides those with guest passcodes?

Let’s try the troubleshooting steps below:

1. Check for any iOS or Android updates.
2. Uninstall the Nest app, restart your phone, and then reinstall the app.
3. Configure the notification settings for the lock.

Let me know how it goes.

Best,

Lance

[sojit]

Hi Lance, since I'm having exactly the same problem I will happily reply to all you questions. 

1. I'm using both, and iOS and an Android decide as well. None of the are showing the UNLOCKED notifications anymore. 

2. I've tried uninstalling and reinstalling the app in both iOS and Android devices and still the problem isn't fixed. 

3. I've tried to "configure" (check/uncheck) notifications on both iOS and Android Apps/devices and still getting same results: LOCKED notifications working properly and UNLOCKED notifications NOT working. 

4. This happens on both Wi-Fi and mobile data as well. 

5. ALL household members are affected as well as ALL guest passcodes. UNLOCKED notifications are NOT working at ALL. Even when unlocking manually. 

After trying many different kind of tests, I have no doubt that the problem should be an issue from the Google side. Probably a new app bug. 

Please Google fix this problem ASAP! Thanks!

Best regards,

Carlos. 

[sojit]

I'm having exactly the same problem. Suddenly I've noticed that I wasn't getting any UNLOCK notifications anymore. LOCKED notifications are still working properly. I'm using the nest app on both iOS and Android also. Something is wrong with the UNLOCKED notification service ONLY. However both unlocked and locked events still show correctly on HISTORY. 

Google please fix this new bug ASAP. Thanks!

[zloidiadia]

I have exactly the same problem with my lock, just yesterday I've fully reset the lock, then added it again to my account - no result. 
So what I have noticed, if I open the door from inside of the house manually (with my hand) then I get the notification "The door has been opened".
If I make a new passcode for a an absolutely new guest and use it for the first time to open the door - I do get the notification (but only once!!!), then when the new guest open the door for the second or third time, the lock does not send any notifications anymore. 
This bug has appeared about 1 or 2 month ago when Nest migrated to google servers...  

[alexinatl]

Exact same problem…2 different houses…iOS (latest)…Wi-Fi and cellular…deleted Nest app and reinstalled…same behavior…

[Lance_L]

Hi everyone,

I appreciate all your reports here in the Community. I’d like to dig deeper into this issue.

Please factory reset the Nest x Yale Lock to isolate if it’s a hardware issue, and let me know if it still persists.

Keep me posted.

Regards,

Lance

[sojit]

Hi Lance,

Other users have already reported doing what you're requesting without any luck. I think it's pretty clear by now that the issue/bug is 100% on the software side and on Google's side. Most probably related to some Google server changes. It has no relation at all to the hardware or the users. At this point there's nothing else we can do as users, other than reporting the problem and waiting Google to pay attention and fix it ASAP. If there's anything you can do to help with that, I'm sure that it will be highly appreciated from everyone here. Thanks!

Regards,

Carlos.

[Lance_L]

Hey Carlos,

Thanks for catching that. Everyone, I appreciate you all for flagging this in the Community. I’ve let the right folks know.

I’ll check back in once we have an update.

Best regards,

Lance

[gpe123]

@Lance_L  Any updates here?

[alexinatl]

Any updates…i have to make a decision to either leave the nest/google platform or have hope…the silence does not engender confidence…or hope…

[alexinatl]

Factory reset…issue persists…

[zloidiadia]

Just to clear it up. I have reached the Technical support team from nest a few days ago, They have registered my complaint on this situation. I have spent like and hour and a half to describe the whole issue. I hope, later or sooner they will fix it with a new update. 
Really, it is annoying when someone entered the house, but you are not aware of it. 

[AngelNails]

Why can't either Google,  Nest or both seem to fix this issue. We know they make enough money off of us to get it corrected. Not only is it annoying, but it is now becoming a security issue (which it has been from the start). Please provide some real help.

[Briansfaria]

Same issue here, been happening for a couple of months now

[gpe123]

This issue has been happening to me for over a month as well.

I get locked/unlocked notifications if you manually twist the lock or press the checkmark to lock, but I do not get "John unlocked the door" notifications when the keypad is used. This is happening for multiple people in my household (all using Android devices, which doesn't seem relevant), so I know it's not just a problem with my phone's notifications.

Here's everything I have tried:

1. Uninstall/reinstall the Nest app.
2. Turn off all notifications from nest, and then turn them back on.
3. Factory reset the lock.
4. Create a new "Home" in my nest app, factory reset my lock, and add it to that Home.
5. Use a new Nest Connect that Google Support sent me, claiming that the Connect was the issue and a new one would fix the issue. It didn't change anything.

I have had a very frustrating time talking to Google Support, and I'm never quite sure if they actually understand the issue I am describing. I have asked them multiple times to repeat my problem back to me so I can make sure we are on the same page, but they never do it. All of the above steps I have taken were suggested by Google, and they are not quick and easy steps to do — I have probably put a couple hours into this.

The most recent advice from my Google support person was to call Yale and ask for an RMA/return on the lock. I called Yale and had a very nice, easy to follow conversation with one of their support people. They told me that this is definitely a software issue and that an RMA wouldn't fix anything (which lined up with my understanding).

I wish Yale could do something to help me because their support person was great and clearly understood my issue in matter of seconds, but unfortunately I need to go back to my Google email thread where I will be lucky if I get a reply within a week, and even luckier if they actually acknowledge anything I say.

[zloidiadia]

We still wait for an update from Nest, but it has been a few weeks since the complaint.
Nothing has changed. 

[Deepakpanchal]

I’m facing same issue. @google any update?

[sojit]

@Lance_L any news? 

It's been more than 3 weeks since you supposedly informed the "right folks"  about this issue. 

Did those folks aknowledged the issue? Can you give any update on the status for the fix? 

Please let us know. Thanks!

Carlos 

[Lance_L]

Hi everyone,

I apologize for any inconvenience this has caused and for the delayed response here. The team is still investigating, and I haven’t received any new information. I will continue to check in with them and will share any updates as soon as I receive them.

Best,

Lance

[gpe123]

@Lance_LAny updates? Can you give us something here? I would appreciate some deeper acknowledgment other than just "someone is looking at it" because it seems unlikely that someone has looked at this for many many weeks and not come up with _anything_.

It's unacceptable to break a key feature of a product for over 3 months and give no update or fix. Is there any possibility we could have a refund so that we can buy a functional product?

[gpe123]

I've been talking to two support reps for the past couple months. Every week I email them to ask if there is an update, and every week they tell me they are still looking into it. It feels pretty hopeless — how is there no acknowledgment of this issue or even just an update on how long it might take to get this resolved?

The product I bought no longer has the feature I bought it for, and it's not because of a mistake I made — it's so frustrating that Google can just break a feature like that and seemingly do nothing about it.

[sojit]

Maybe we can return the product and ask for a refund? Or ask for some kind of recall of the product? Just brainstorming on the frustrating idea of impotence 

[gpe123]

I feel like the only thing that Google will respond to would be a large enough group of people complaining. They barely respond to my emails as is, I don't think they would give me a refund if I asked

[FauxPalindrome]

Same here. I no longer get unlock notifications. The wife doesn't either on her phone.

[gpe123]

I think our best bet here is for everyone experiencing the issue to call Google's customer support and explain the problem to them. I've called a lot and sometimes I feel like the tech support person isn't understanding the issue, so here's how I describe it (which has been fairly successful on recent calls):

"There are three types of lock/unlock notifications that I get on my phone. (1) A generic 'Your door was locked' notification when the lock is locked from the deadbolt knob, or from tapping the checkmark on the keypad. (2) A generic 'Your door was unlocked' notification when the lock is unlocked from the deadbolt knob. (3) A 'Person A unlocked the door' notification when Person A uses their PIN. I no longer get that third notification"

They will probably try to run you through a bunch of troubleshooting steps that won't lead anywhere, but I think the best hope of us getting this fixed is to have enough customer support tickets show up.

I call them once every couple weeks when it has been a while since my last support rep has contacted me, just to let them know that it is still broken and completely frustrating that they don't provide me with any updates or information.

[Huett]

I have had this problem for a couple of months on my rental house, not getting unlock notifications but getting lock notifications. 
I have a second lock on my residence and tried it and got the following results (a bit long but details matter)

using the knob to unlock I get a notification 

using the knob to lock I get a notification 

musing the iPhone app I get nothing no lock and no unlock notifications 

if I use the keypad to unlock I get no notification but if I use the keypad to lock I get the notification. 

this just started in late august early September both of my lock have version 1-2.7

i

[zloidiadia]

Finally they have issued a new update just yesterday and guess what? Nothing has changed. 
Bravo the Nest team, you are totally **bleep**ed up. 
If management team read this, please just fire your IT department, they are dip**bleep**s.  

[gpe123]

Ugh. They emailed me and said that they had issued an update that would fix the issue, and I had the same thing — it fixed nothing. It's one thing to have them not know or try to fix it, but to have them think they fixed when they didn't suggests that they don't really understand the issue or know what they are doing. What a ridiculous experience this has been.

And on top of it all, I still feel like I'm talking to AI robots who barely give me any words in exchange for all the information I've provided.

[zloidiadia]

Indeed, I got the same feeling, like I talk to AI... 
Idk why the hell it is so hard to fix such a miserable issue, despite the fact that we all still get the notification when we open the door manually from inside. So annoying.

[gpe123]

They once again emailed me saying they have fixed it, and yet it is not fixed. How can they get this wrong TWICE? I have no faith in this product anymore, and certainly none in the customer support service.

[alexinatl]

The issue appears to have been fixed…qualifier - it is working for me!!

[sojit]

Still not fixed for me. 😞

[alexinatl]

Anecdotally, my lock was put in privacy mode for several days before I realized it…notifications began working after I turned off privacy mode…

[gpe123]

Not fixed for me either, and I'm not using privacy mode. Hopefully this means a fix is rolling out and I just haven't gotten it yet!

[alexinatl]

So, hidden in my reply was a suggestion to put your lock in privacy mode overnight and then remove…