Yale X Nest Lock Spindle not turning

[joeytran182]

After resetting my lock back to factory settings with the blue button on the back of the lock, the spindle won't turn. It will unlock if I manually turn it and press the Yale button. But it won't lock after I press the Yale button. The spindle will attempt to turn and make clicking noises. This happens before and after I installed it onto the door. 

[sicsacol]

Hi @joeytran182,

Thanks for reaching out to the community page. I understand you're having difficulties unlocking your Nest x Yale Lock where the spindle isn't turning after a factory reset and also that your lock device is unable to lock or unlock via the keypad. I appreciate the information shared. Don't worry, I'd be more than glad to help you. Let's try these steps:

• Place 3 fingers on the display, or press on the Yale logo. The lock takes about a second to recognize this action.
• Press the button on the interior lock to make sure Privacy Mode is disabled. You can also open the Nest app > tap Settings > Nest x Yale Lock > disable Privacy Mode.
• With the door open, turn the thumbturn. Confirm that there isn't any resistance and that the motion is smooth.
• With the door open, try to lock it via the keypad again. If the locking mechanism doesn't work with the door open, check the deadbolt alignment and manual operation.

Let me know how it goes after trying these steps.

Cheers,
Jonathan

[joeytran182]

Hey Jonathan, i tried that but it didn't work.  
The alignment is definitely in the right position but I can smoothly turn the lock manually. The issue is the spindle doesn't turn fully even when it’s not attached to the door.

[sicsacol]

Hi @joeytran182,

Thanks for your update.

Regarding these types of issues, I recommend you contact a Yale representative directly. They can provide you with a better resolution for this technical inconvenience since you've already performed most of the available troubleshooting steps. 

Let me know if you have any other questions.

Cheers,
Jonathan