Yale Lock Screen malfunction

[Gilly1]

hello,

We have a yale lock that we purchased 3 years ago. The lock keypad has stopped working mostly*. I’ve tried factory resets and unplugging and replugging in the main wire along with a factory reset. 

the lock works fine on the app. 

*after some factory resets, the keypad will work just fine during the set up process. There are some resets where it doesn’t work and I have to reset again. However once the setup is done, the keypad stops working. It will work right after pressing the privacy button but only for one keypad entry before it stops working. 

thank you

Steven

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[Gilly1]

Yes, any help would be appreciated. As I mentioned, it’s almost like the lock is on privacy mode permanently. 

[Pb28]

I am currently having the same problem. It does feel like the lock is permanently in privacy mode. Can push yale button to lock, can open with app, but key pad will not light up

[Gilly1]

Well hopefully there is a fix out there someone can enlighten us with. How old is your device? Mine is about 3 years. 

[Pb28]

Our lock is brand new. Interestingly a reset did work for me. I think what happened was as I was playing around, I switched privacy mode on with the button. Then I switched off the ability to use privacy mode on the app. When I turned it back on, the lock still seemed to think it was in privacy mode. I didn’t try and replicate the bug but that is my suspicion about what happened to me. After resetting the lock I just haven’t touched the privacy mode feature and it’s been working great.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. If so, please let me know and I would love to look into this further for you!

Best Regards,

Brad.

[Gilly1]

I am still having issues. 

[Brad]

@Gilly1

How long have you had your Yale lock for? If you are still under warranty, I would suggest looking into a replacement if its available with them. It sounds like this may be an issue that may be affecting the screen specifically then. 

Best Regards,

Brad.

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.