locking backward

[HenryCai]

My Yale Lock was working for over two years. I switched to new Wi-Fi this week, did factory reset, then the locking is backward all the time. I did Google research, including Google Nest Community posts, none one can fix my problem. Below is the detail and what I did:

It was working. I didn't change anything at all. It is moving smoothly, nothing stuck, no jam at all. 

Did factory reset many times. 

Required by manual, door was closed, Yale was unlock position when I did reset.
I can add device on Nest App. 

My door is on my left side, frame on right side.  But the lock always turns counterclockwise (backward) after factory reset. 

I hold the knob to prevent it go backward, it will try to turn backward twice, then turn clockwise, lock / unlock door successful. Then the button changed to yellow highway, says: jammed. 

I removed inside part, counterclockwise 90 degree, hold by hand. The latch can reach the hole. It can lock and unlock from keypad and app, no jam. But lock and unlock are backward: when I lock it, it actually is unlock. When I press unlock, it will lock the door.

[HenryCai]

Hi, Support: 

Any help will be appreciated! 

Henry

[maedacortez]

Hi there,

Thanks for reaching out. I understand that your Nest Yale lock is backwards. I know that this can be frustrating; no worries, I am here to help! I recommend you follow the next steps to resolve this. You need to do a factory reset. Please visit Factory reset the Nest × Yale Lock and follow the steps to make a correct factory reset once you finish with the factory reset.

• Important: Keep the door unlocked while you install the batteries. If the door is locked, your lock might not test and calibrate itself to your door properly.

I hope this helps! And let me know if you have any other questions.

Regards

Manuel

[HenryCai]

Thanks Manuel! 

If you read message, I have done evertyhing you mentioned. I am not new, I have installed many Yale Smart Locks. 

Again, I did say in my first message, I did factory reset many times. And I kept my door unlocked, then install the batteries. I did try both unlocked and locked, no one works.

[aperezdeleon]

Hi HenryCai,

Thanks for your reply.

When your lock is working the wrong way around, it usually means it had trouble calibrating itself when the installation was being done. The most important step to take into consideration is to make sure the lock fully extends as you have already done, but let’s go through some other things you need to check.

Are you using the strike plate that was included with your lock? If you are using the included strike plate and you did some work on your door when installing it, it’s key that you check if the deadbolt has not gotten dirty to the point where there could be resistance and not allow it to fully extend. I recommend checking the depth of the hole where the deadbolt rests and making sure there aren’t any dirt or wood chips that could obstruct the lock.

The lock will calibrate again once you perform a factory reset, so after making sure everything is clean, you can set up your lock once again. You can remove the batteries and initiate the pairing process when your door is locked or unlocked so you can see if there’s any difference in how the lock behaves once the setup is done.

Let me know what you find out.

Regards,

Angel.

[usernameagain]

Same problem, new wifi

[HenryCai]

Thanks Angel! 

I did Google Research, this problem is happening on other customers when change to new Wi-Fi as well. Everything was working before. Everthing is original, including strike plate and deadbolt. The hole way deeper than it needs, no dirty or wood chips. Deadbolt moves super smoothly. 

I took whole thing off from door, put is on my bench, it does the same thing after factory reset. I keep it on UNLOCK position, after reset, it asks me to press Yale buttom to set pin. Deadbolt turns backward slowly once, couldn't make it, then move forward VERY slowly. Then goes back very fast. Hear message after, says it stuck.

I didn't change or move or adjust deadbolt at all. Do you think it is having issue?

I try to change warranty status, couldn't find my SN.

Thanks again!

Henry

[HenryCai]

Plus, I replaced new batteries. 
Also changed extending latch to both 2 3/8" and 2 3/4" on my bench, make no different.

[aperezdeleon]

Hi Henry Cai,

Thanks for your reply.

I appreciate all the information you provided; it helps us get closer to determining the reason your lock isn’t showing its locked status correctly. In the meantime, I’d like to know if you can double-check to ensure the cable on the lock’s connector is properly plugged in. It can only be plugged one way, but a loose connector could also cause a sluggish calibration.

Do you use the Google Home app to control your smart home devices as well? I think it would be a great idea to check in the Google Home app if the lock is showing a reversed locking status as well.

Let me know what you find out.

Regards,

Angel.

[HenryCai]

Yes, cable had been connected properly. 

I can add device when I detach inside and outside. If I detach them, the lock will move backward, counterclockwise. App can control it before attach them back. If put them back together, it will stuck whatever I use keypad or app. 

[aperezdeleon]

Hello HenryCai,

Thanks for all the details.

Since the installation on your lock is appropriate but your lock is still not calibrating correctly, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Make sure to include your community username alongside a link to this thread so we can locate your submission and reach out to you as soon as possible.

Please keep me posted.

Regards.

Angel.

[aperezdeleon]

Hello again, HenryCai, 

We haven’t seen your form submission come through; were you able to access it alright? Let us know if you’re running into trouble or still need our help!

If you have any other questions or concerns, don’t hesitate to let me know.

Regards,

Angel.

[aperezdeleon]

Hello again, HenryCai, 

We haven’t seen your form submission come through; were you able to access it alright? Let us know if you’re running into trouble or still need our help!

If you have any other questions or concerns, don’t hesitate to let me know.

Regards,

Angel.

[HenryCai]

Hi, Angel: 

Sorry for the late response, just back in town. I just submitted form.

FYI, I have sent E-mail to Yale Support as well, it was suggested by Google Telephone Support team. North America Smart Residential responsed my E-mail, provided me 15 steps instruction. Google Nest Online Help only has 12 steps. I tried 15 steps, still doesn't work. 

Thanks!

Henry

[Guarcax]

Hi there,

I’m really sorry to hear that it is still not working even after following the 15 troubleshooting steps that you received via email. We've received your form and appreciate the details you provided. Please keep an eye on your mailbox and spam, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Regards,

Daniel.

[Guarcax]

Hi there,

I’m really sorry to hear that it is still not working even after following the 15 troubleshooting steps that you received via email. We've received your form and appreciate the details you provided. Please keep an eye on your mailbox and spam, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Regards,

Daniel.

[HenryCai]

Thanks Dnael! Will keep eye on mailboxes. 

All the best!

Henry

[cifuentesj]

Hi @HenryCai,

Thank you for your prompt response and for letting us know that you will keep an eye on your mailboxes. If you have any questions, please feel free to post at any time.

Sincerely, 

Jeremy.

[HenryCai]

Hi, Jeremy and Support:

Today is Wednesday. I checked both Inbox and Junk folder, still didn't receive any E-mail. How long will they response?

Thanks!

Henry

[cifuentesj]

Hi @HenryCai,

Thank you for sharing this information with me. Our support team informed me that they sent you an email on October 21st. Could you please double check the email address you used to submit the form?

Warm regards,

Jeremy.

[HenryCai]

Hi, Jeremy: I didn't receive any E-mail 21st. But I got response this morning, says a replacement has been submitted today.

Thanks!

Henry

[cifuentesj]

Hi @HenryCai,

Thank you for letting me know. I'm glad to hear that you got a response this morning. If you have any questions, please feel free to post at any time.

Warm regards,

Jeremy.

[HenryCai]

it's been almost one week.  Masterlock URL still shows: Tracking Not Available. No any update E-mail neither.

Henry

[HenryCai]

Received package, the lock works right way, same way I was doing. So, I can confirm my lock has issue, for sure. 

Smart Lock is working, but Google Nest Connect - Range Extender is not. I have tried many times, no luck. I reset unit, disabled my home route mesh, used 2.4GHz only and 5Hz only, couldn't add it to my cellphone app. 

I have removed then reset my own (original) Nest Range Extender. I can add it back to my Nest and Google Home apps immediately. It can connect to Smart Lock easily. The next Extender never worked after 10 resets. 

 

[HenryCai]

Still waiting for responce. New replacement Nest Connect doesn't work. I did same reset many time, old Nest Connect alway work, the new one never works.