Yale Smart Lock with Matter: Home app doesn't remember PIN

[sinanju]

I just installed a Yale Smart Lock with Matter. I have enabled One-Tap Unlock in the Home app, but the passcode is not saved. Every time I tap, I'm asked to enable One-Tap again and enter the pin.

[orlandoryo]

I'm having the same issue.

[orlandoryo]

Also, this statement is a lie: "works seamlessly within the Nest Doorbell ecosystem".

[sinanju]

This is clearly a Google Home problem, but it may be worth emailing Yale and get them to press Google as well.

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[orlandoryo]

It is a Google and Yale issue; otherwise, they should not have launched a half-baked product, from a software point of view.

[sinanju]

The PIN issue may also be preventing it from participating in automations. I tried to add locking the door to my evening routine and it does not work

[EduardoN]

Hi there,

Thank you for reaching out to the community! I understand you're experiencing an issue where your Yale Smart Lock with Matter isn't remembering the PIN after you've enabled the one-touch unlock feature in the Google Home app. Don't worry, I'm here to help!

To provide you with the correct troubleshooting steps, I'd like to ask you a few questions.

• What is the make and model of the device you are using to control the Yale Smart Lock?
• What is the version of the Google Home app?
• Have you checked for a software update on the device you're using to control the Yale Smart Lock with Matter?

I'd like to share some troubleshooting steps that might help you.

• Verify the device's Date and Time settings are correct and automatically set.
• Confirm that the Google Home app has permissions to use the phone's location: 
  • iPhone & iPad: For mobile devices, go to Settings > Privacy > Location > Services > Google Home.
  • Android: Settings > Apps > Google Home > Permissions > Set Location to Allow all the time
• Check if you have Google Home app updates in the Play Store or Apple Store.
• Sign out of the Google Home app and sign back in.
• Force close the Google Home app.
• Restart the Yale Smart Lock with Matter.
• Uninstall the Google Home app and reinstall it.

Please feel free to share any additional details you think might be relevant.

Best regards,

Eduardo

[sinanju]

I am a retired SW architect with 40 years in the business and an Android developer. I promise you that all of the canonical troubleshooting steps have been executed before posting.

I look forward to any relevant and specific advice you may have to share. 

[JCinadr]

I just bought this lock. Trying to add a simple passcode to open the door. The Yale app warns me to use the Google Home app because, if I register with Yale first, I can't use it with Matter. But then when I add lock to the Google Home app, it doesn't have a way to add codes. What should I do?

[sinanju]

Find the lock in the Home app and tap it. Then tap the gear icon. In the settings, select Household & Access. Tap on the person for whom you would like to set a PIN. At the bottom you will see an option to set a passcode

[JCinadr]

Thanks for the quick reply! But I don't see that option when I click the gear icon. All I see is Device Information, Notifications, and One-Tap. 

 

[sinanju]

Have you added the lock to your home in the Home app and placed it in a room?

See if it is unassigned in the Devices tab. 

[EduardoN]

Hi there,

Thank you for keeping me informed of the results. I understand that you've previously performed these troubleshooting steps. Based on this information, the best recommendation is to contact Yale directly. They should be able to provide more troubleshooting steps or additional relevant information regarding this issue.

Best regards,

Eduardo

[sinanju]

I just received the following from Yale support:

There is a new update that Google will be releasing for this issue. We will ask you to wait for that update.

You can contact Google for further assistance on this Pin.

[EduardoN]

Hi there,

Thanks for keeping me updated on everything happening with the information provided by Yale. I'd like to share some troubleshooting steps that might help you with the passcode creation issue since it's not saving.

• Please confirm whether passcode management functionality is missing. Refer to the this article: Control your lock with the Google Home app.
• Please make sure IPv6 is anabled and all the prerequisites outlined in this article are met. Refer to Set up, manage, and control Matter-enabled devices with Google Home.

Keep me in the loop, and I can assist you with next steps.

Best regards,

Eduardo

[sinanju]

The passcode functionality is working and I have been using the passcode both with the lock physically and in the app. 

I had no trouble setting up the lock. Forgive the phrase, but Matter is not the matter. 

[sinanju]

Is there a reason to think that Yale was uninformed or dishonest when they told me a fix would be in the next version of Google Home?

[orlandoryo]

The issue is with the software (Google Home app). The One-Tap Unlock option is there, but it doesn't work, as it keeps asking for the PIN, regardless of how many times you set it up under the Lock's settings. I am actually returning this product since unlocking from the Nest Doorbell also does not work.

[Oni]

I'm having the same problem. New Yale lock with matter will not remember my passcode and one-touch unlock will not work. Also does not work to lock the door as part of a routine. Useless device right now until this gets fixed.

[JCinadr]

Previously contributed to this thread. Google Home functionality never worked, but for what it's worth, adding the lock to the Yale app instead (use the QR code on the opposite side of the lock) works absolutely perfect. Best smart lock I've owned. Wish Google Home worked but this will do. 

[tianrizzle]

I’m having the same issue. What’s more ironic is that it works perfectly with Apple Home Kit via the Apple TV 4K (3rd Gen) as a hub. So all my devices are under Google home except for this lock which is in Apple home for now. 

[sinanju]

Yale promised an update to Google Home would fix it. The app has since been updated. No fix was in it.

I emailed Yale for their thoughts on that. They did not respond.

[sinanju]

I'm trying to force this issue with Google. I have them on the phone now. I suggest everyone with this issue do the same. Make sure they know you're talking about the new lock and not the old Nest Yale lock.

[Oni]

Good idea. I'm on the phone with them right now. They don't even know this lock exists yet and don't believe they "support it." 😑

[sinanju]

You're not asking them to support the lock. You're asking them to support the Google Home App that refuses to store the lock PIN

[Oni]

The Google Home team said they can't help and transferred my call to the Nest x Yale team, and now the Nest x Yale team is transferring me back to the Google Home team because they are realizing the same thing. 

[sinanju]

You may refer them to my case ID, 0-6473000039566

[Oni]

I did and that helped. They put me on hold like 8 times and then finally said they believe it's a bug in the Google Home app and that they are going to send it to engineering team and get back to me later.

That hold music is going to haunt my dreams tonight.

[sinanju]

It doesn't hurt to have multiple names against the issue. I'm glad you took the time to add yours. 

[Oni]

I just figured out a fix for this:

Exit Google Home app
Go to android settings -> Apps -> Home -> Storage & cache
Press "Clear cache" and then "Clear storage"
Re-open Google Home app, log in, re-enable location access for presence sensing, etc. Takes a few minutes.
Go to the lock settings -> Household and access -> your name
Set a new passcode and enable the checkbox to save it for one-touch

One-touch unlocking worked perfectly after doing that.

[sinanju]

That made things very much worse for me. When the app was running again, the only lock interface I had was a ring with a lock in the middle... no access to settings, etc.

I completely uninstalled and reinstalled the app. At that point, the interface was normal and that seemed to enable me to set and remember a PIN.  That is weird, since I'm sure I did that during initial troubleshooting.  That said, I did it with the June version of that app. Perhaps the July version of the app is better.

This is still a bug. Blasting Google Home should not be a requirement to set up a new device.

[Oni]

Agreed, it's definitely a bug. Yeah it sounds like they might have implemented a fix that worked for them in their internal test environment, but otherwise didn't work for end-users until they blasted Google Home away.

Silly, but, I'm glad it's working now.

[sinanju]

I will also add that the lock cannot be added to a routine. I have one that turns on the living room lights 45 minutes before sunset. If I add locking the door to that routine and try to run it, I am told it cannot start.

[sinanju]

And another thing.... 😂

Asking an assistant to "Lock the front door" also prompts me for a PIN.

[Oni]

Yeah same. Really a downgrade over the Nest x Yale lock in which everything worked as it should. 😞