Nest X Yale Lock - Not Able to Remove Guest

[Shaidaichuk]

Hello,

I added guess access for some friends and it worked great. However, now that they are gone I cannot remove them from the app. Everytime I attempt to remove them is says - “Something went wrong. Please try again”.

I also removed the lock and did a factory reset thinking that would wipe out guest access. But the guest still shows up in the nest app and still cannot remove.

Any help is appreciated .

Steve

[username1293]

Same, unable to do this in both the iOS app and the online web page

[earoberts1520]

Same exact issue here. Removal of a guest not possible via iOS app or web page.

[Shaidaichuk]

Hoping someone somehow can give some insight as it seems I am not the only one with this issue. I mean, this isn’t a 50 dollar lock there should be some resolution lol.

[spat]

Having the same issue - contacted Google they have no clue on what to do, other than the suggestion to reinstall the app - which is BS. I changed the password, so the guest technically is there, but can't use his password - just a way around it until google decides to look into the issue ;/ 

[zoeuvre]

Hi folks,
 

Thanks for bringing this to our attention, and I'm sorry for the late response. 
 

You can follow the steps in this guide to remove a guest from your Nest × Yale Lock. 

Let us know if you have any other questions. We’re happy to help. 

Best,

Zoe

[username1293]

Followed instructions, as per above replies from everyone else - this solution does not work

[spat]

Of course we know how to remove a guest - if you had taken the time to read this issue closely, you would see the issue happens when one follows these steps and they do not work. When we tap Remove access - it says it cannot be done at this time. No error number, just that. I had a rep on the phone we tried a number of things, and it still did not work. She said this would be escalated. It is a widespread trouble and a sensitive one, Google/Nest should be allocating more resources to this. 

[Nopenothistime]

I was able to resolve the issue today.  Add another User called "Guest", it will delete the previous entry that was presenting the error when you attempted to remove it. "Something went wrong. Please try again" make sure to set an expiration date on the new guest account named "Guest" and bam problem resolved, when I did this the user I was trying to nuke went poof gone and the new fake account is expiring in a few moments.  Google engineers need to look into the user credentials issue as this could be easily exploited due to the programming errors.

[zoeuvre]

Hi everyone, 

Thanks for the follow-up information. 

@Nopenothistime, I'm glad that everything has been sorted out, and I appreciate the gesture. 

@Shaidaichuk, @spat, @username1293, @earoberts1520, have you tried to check if the same thing happens when you log in to your account with another phone and with the Nest website? If not yet, try to check for that and let me know how it goes.

Thanks,

Zoe

[username1293]

The solution does not work, I cannot even set an expiry date for newly created guests, both on website, app and app on another phone.  Nothing works 

[earoberts1520]

This was already part of the resolution steps attempted when I worked with the representative over chat. Attempted to use a different mobile device (in my case was a iPad) and the web browser.

The only difference is that in the web browser you don’t get any error message. After hitting the remove button, nothing happens. Guest isn’t removed, no error message, nothing.

[Nopenothistime]

Perhaps the key to my solution is I used the IOS app and not the website to do the above.

Exact process I followed was I attempted to delete the user, got the error code listed above, and then I created a new user called Guest set the expiration time on the user and poof the issue resolved.

Earlier in the day like hours before getting it to work I attempted to delete the user via the webpage but of course that did not work.  So on a whim later that day thinking back to user cred issues I had in the past on systems I used only the app and did the above listed process.  I'd give it another shot and see if it works for you if it is not reproducable then it is likely the solution will not work.

This was all done on an iPhone.

Also I know how annoying this is as a Systems Engineer, I get very peeved by poor programming and failure to address known bugs.

[earoberts1520]

This solution did work for me via the mobile app.

Only thing I’ll add is this workaround still doesn’t allow you to remove the newly created account once it expires. 

It seems to me the Nest system, after you’ve created a guest profile, always requires there to be one guest profile present. Even if I try to remove this newly created profile, I get stuck in the same situation where the profile details are all removed (passcode, start and expiration details, etc) but the profile is left as a ghost profile still displaying in the UI.

There’s definitely a bug in the Nest system in how it’s handling this “last” guest profile. Just not sure if it’s a backend database type issue or purely a UI thing.

[Shaidaichuk]

Thank you I will give it a shot!

[Jenelyn_O]

Hi everyone,

@Nopenothistime and @earoberts1520, thanks for sharing the troubleshooting steps you've tried to resolve the issue. 

@Shaidaichuk and @username1293, please let us know if the troubleshooting steps provided above worked on your end. 

Please keep us posted.

I appreciate the input, Zoe.

Best,

Jenelyn

[username1293]

as per my previous comment, this does not work still.  I cannot set an expiry date when creating a new guest.

[Shaidaichuk]

I’ve tried from a separate phone and Ipad.

[Wheeler_Art]

 Worked perfectly! Thank you!

[spat]

So - FYI - though it was not removing guests, it turns out it was removed on the backend - we just didn't know about it. Guest no longer had access, even though they still were "active" on the app. My guest could not access it - tested it. Anyway YALE lock is NOT a good product, it even locked me out of the house a few times. The latest issue was so bad that it no longer locked the house. After days of not being able to lock my house and the best suggestion from YALE/NEST was to buy another device (mine was out of warranty ofc!), I did buy another device. Just not a YALE/NEST - do not recommend this lock - there are many other better and less expensive alternatives out there. 

[Jacob11701]

Brand new nest lock and setup. Tried multiple routers from another place. Resigned in to the app. Uninstall reinstall. Guest profile could not be removed after immediately showing the people how it works. Google keeps suggesting the same stuff instead of escalating. I’ve had a nest yale lock for 3 years at the other house. No issues but also have no guests. Just actual members. 

This is an obvious software bug that needs to be escalated considering everyone in chat is saying the already did the steps mentioned. 

[Jacob11701]

Its been a month and I'm replying to comment that even at my old house (New House was the first comment tried) I removed someone today and it flashed the error. Kept them in the list. The passcode was removed on the backend and doesn't work (which is at least good) but they are still stuck in the app and using the name so that the name cant be used again.

[Lovejoy57]

I have tried removing access from iOS app and from website. I get error on the app and no error on the website but the guest doesn't get removed.

[username1293]

I like how there's no response from anyone official about this

[Jacob11701]

Yea the specialist just gave generic fixes above...asked if it was taken care of...people said no, but yet nothing, 😒

[Kinho]

I’m having the same issue. Guest cannot be removed. Please advise.

[Nopenothistime]

Heads up folks I am not a google employee, I just shared what I did that seemed to have work for me, whereas Google should actually fix the software issues, that is affecting us all. 

[Outpost]

I’m having the same issue

[Lance_L]

Hello everyone,

I appreciate your reports here in the Community. I’m sorry to hear you’re having issues with this. Let’s check it out.

The Nest App 5.72 update started rolling out a few days ago. Follow the steps below to check if you can download the update:

1. Check for any iOS or Android system updates on your mobile device.
2. Uninstall the Nest app.
3. Restart the phone or tablet.
4. Re-install the Nest app.
5. Try to remove the guest access again.

Let me know how it goes.

Thanks for the help, Zoe and Jenelyn.

Best,

Lance

[Jacob11701]

No it’s still an issue. I factory reset my nest connect and nest Yale lock. Tried it all over from scratch same problem in the same way with all the same symptoms is present. 

[Shaidaichuk]

Ok, I will try on Monday and let you know what happens. Is google aware of this error? Surely we can’t be the only ones.

Thank you,

Steve 

[Lance_L · Accepted solution]

Hey everyone,

We’ve got an update for you. This issue should’ve been fixed by the latest Nest app update. If you haven’t done so already, please try the steps below:

1. Check for any iOS or Android system updates on your mobile device.
2. Uninstall the Nest app.
3. Restart the phone or tablet.
4. Re-install the Nest app.
5. Try to remove the guest access again.

Let me know if the issue persists.

Cheers,

Lance

[Jlwu84]

I cannot remove the guest. Tried giving it an expiration. Tried reinstalling and updating the app. The guest still appears. All i can do is change the password to it so the prior guest has no access. Not feeling very secure about this tho. A software glitch as simple as this can mean this lock is very hackable. 

[Kinho]

Same here, still unable to remove guests. 

[scottbryant99]

Me Too and my app is up to date.