Troubleshooting locking or unlocking issues with the Nest X Yale Lock

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Locking:

Can’t lock your door with the Nest app

If you can’t lock your door with the Nest app, but you can lock it with the keypad and the thumb turn, try these troubleshooting suggestions.

Be sure to hold the button in the Nest app for one second:

When you use the Nest app to lock your door, you’ll need to tap and hold the large unlock button until the blue ring disappears and it says Locking, which takes about one second. Then it will say Last locked by you.

Check your lock’s Wi-Fi connection

If your lock icon says Offline on the Nest app home screen, you won’t be able to use the app to lock or unlock it remotely.

Tip: To save battery power, your Nest × Yale Lock only checks in with the network every few minutes. So if your lock isn’t responding when you use the Nest app, but it doesn’t appear as Offline, wait 30 minutes and then see if it appears as Offline in the app.


Can’t lock using the keypad

If you can’t lock your door with the keypad but you can lock it with the Nest app and the thumb turn, try these troubleshooting suggestions.

Press the keypad, don’t tap it

Be sure to firmly press the lock’s keypad. Use more pressure than you might use to tap something on a phone screen.

If you’re wearing gloves, you might need to press even harder. And if your gloves are thick or wet, you may not be able to use the keypad with your gloves on.

Check the One Touch Locking setting

One Touch Locking lets you quickly lock your door by pressing the Yale logo on the keypad, pressing your palm on the keypad, or pressing three fingers on the keypad.

Tip: If One Touch Locking is disabled, you can still lock your door using the keypad, but you’ll need to press the Yale logo and enter your passcode.


Can’t lock your door with the keypad or the Nest app

If you can’t lock your door with either the keypad or the Nest app, but you can lock your door with the thumb turn inside your home, try these troubleshooting suggestions:

Check that your door’s closed all the way

If your door isn’t completely shut, the Nest × Yale Lock’s deadbolt may run into the doorframe when you’re trying to lock it, preventing the deadbolt from fully extending. You might also see a message in the Nest app.

Push or pull on your door to make sure it’s closed all the way before trying to lock it with the keypad or the Nest app.

Check for low or dead batteries

Your Nest × Yale Lock is battery powered. As long as your lock has an internet connection, the Nest app can let you know when your batteries are getting low. That should give you plenty of time to change them.

When the batteries are dead, you won’t be able to lock your door with the Nest app or the keypad. However, you can hold a 9-volt battery on the lock from outside your home to temporarily provide enough power to lock your door.

Note: If your door always sticks when you try to close it, please contact us

Check and calibrate the deadbolt:

When you’re installing your lock, the Nest app will have you check the deadbolt’s calibration. Your door needs to be closed during this step. If your door was open, your lock may not be able to properly calibrate.

Without accurate calibration, the Nest app may say that your door’s locked when it’s not, or vice versa.

Here are some troubleshooting steps to try:

– Open your door.

– Slowly use the thumb turn inside your home to extend the deadbolt all the way to the locked position, then retract it back to the unlocked position.

– Close your door.

– Again, use the thumb turn to extend and retract the deadbolt.

If it feels like the deadbolt is sticking or scraping at any point, or if it feels like the deadbolt isn’t able to fully extend when your door’s closed, you may need to make some adjustments. See the section below, “Check the deadbolt’s alignment

Check whether your lock’s updating itself at the moment

Occasionally, your Nest × Yale Lock will update itself when we release new software for it.

While your lock is updating, you won’t be able to use the keypad or the Nest app to lock, unlock, or change settings. The update should only take a few minutes.

The indicator light inside your home will pulse blue during the update to let you know what’s happening. You can also check your Lock History in the Nest app to confirm that the software update was the issue preventing you from being able to use your lock at that moment.


Can’t lock your door at all

If none of the ways to lock your door are working (Nest app, keypad on your door, and thumb turn inside your home), try these troubleshooting suggestions.

Check the deadbolt’s alignment:

If the deadbolt on your door isn’t perfectly aligned with the strike plate on your doorframe, your lock may not be able to lock itself.

Even if you installed the lock perfectly when you first got it, the door and the frame can shift over time, or they can shrink and swell in different weather conditions. This can cause just enough misalignment to prevent the lock from being able to work on its own any more.

Over time, the deadbolt may acquire a build-up of dirt, dust, or other material that slightly changes its size enough to prevent it from perfectly aligning with the strike plate any more.

Try these quick fixes:

– Gently close your door and use the thumb turn inside your home to lock it. If there’s any friction, or if you need to push or pull on the door to get the lock to fully engage, it’s a good sign your deadbolt is misaligned.

– With the door open, extend the deadbolt and clean it thoroughly. Be sure to remove any build-up that may have accumulated.

– With the bolt still extended, spray a graphite lubricant like WD40 on it. Use the thumb turn to extend and retract the bolt several times.
    1. .

– From inside your home, close your door and try using the Nest app to lock it. If it works, you can stop here.

Further troubleshooting

If none of the suggestions above helped:

– You might need to remove the strike plate from your doorframe and chisel more space into the hole for the bolt. This will give the bolt more room to extend.

– You might need to adjust the position of the strike plate on the doorframe so that it’s perfectly aligned with the deadbolt as it extends.

Check if the deadbolt is jammed

If the deadbolt catches on the strike plate or if the hole in your door frame is the wrong size for the bolt, the Nest app will show a message saying the lock has jammed. During installation, the Nest app will have you confirm that the bolt can extend and retract without jamming. It’s important not to skip this step. An incorrectly installed lock may jam during use.

When the bolt is jammed, you won’t be able to use the Nest app or the keypad to lock or unlock your door. You’ll only be able to use the thumb turn inside your home.

A Nest Pro can help

If you’re having trouble with a misaligned lock, you don’t have to figure it out on your own. please contact us


Unlocking

Can’t unlock with the Nest app

If you can’t unlock your door with the Nest app but you can lock it with the keypad and the thumb turn, try these troubleshooting suggestions.

Be sure to hold the button in the app for one second

When you use the Nest app to unlock your door, you’ll need to tap and hold the large lock button until the blue ring disappears and it says Unlocking, which takes about one second. Then it will say Last unlocked by you.

Check your lock’s Wi-Fi connection

If your lock appears as Offline in the Nest app, you won’t be able to use the Nest app to lock or unlock it remotely.

Tip: To save battery power, your Nest × Yale Lock only checks in with the network every few minutes. So if your lock isn’t responding when you use the Nest app, wait 30 minutes and see if it appears as Offline in the app.

Check for tampering

If your lock detects that someone has physically tampered with it, its alarm will sound and a message will appear in the Nest app. While we don’t expect this to happen very often, you might not be able to unlock your door using the Nest app. Instead, you might need to use the thumb turn inside your home.


Can’t unlock using the keypad

If you can’t unlock your door with the keypad but you can unlock it with the Nest app and the thumb turn, try these troubleshooting suggestions.

Press the keypad, don’t tap it

Press firmly when you’re entering your passcode on the lock’s keypad. Use more pressure than you might use to tap something on a phone screen.

If you’re wearing gloves, you might need to press even harder. And if your gloves are thick or wet, you may not be able to use the keypad with your gloves on. Remove your gloves and press on the keypad barehanded.

Check the Privacy Mode setting

With Privacy Mode, you can disable the keypad so that no one can use a passcode to unlock your door. When someone tries to wake up the keypad, the lock will say, “Please try again at another time.”

Check your entry schedule

With the Nest × Yale Lock, you can specify certain times for someone to be able to open your door with a passcode. If they try to use their passcode when it’s not their scheduled time, the lock will say, “Please try again at another time.”

Check your passcode

When you enter the wrong passcode too many times, the keypad will time out for one minute. If this happens, the Nest × Yale Lock will tell you what’s happening.

– If you have Home Entry Only access, contact the owner of the home to verify that your passcode is still valid. The owner of the home can also change your passcode if you forgot it.

– If you have full access, use the Nest app to verify your passcode and change it if you need to.


Can’t unlock with the keypad or the Nest app

If you can’t lock your door with the keypad or the Nest app but you can lock it using the thumb turn, try these troubleshooting suggestions.

Check for low or dead batteries

Your Nest × Yale Lock is battery powered. As long as your lock has an internet connection, the Nest app can let you know when your batteries are getting low. That should give you plenty of time to change them.

When the batteries are dead, you won’t be able to unlock your door with the Nest app or the keypad. However, you can hold a 9-volt battery on the lock from outside your home to temporarily provide enough power to unlock your door.

See the following article for more information about how to check and change batteries:

Check whether your lock’s updating itself at the moment

Occasionally, your Nest × Yale Lock will update itself when we release new software for it.

While your lock is updating, you won’t be able to use the keypad or the Nest app to lock, unlock, or change settings. The update should only take a few minutes.

The indicator light inside your home will pulse blue during the update to let you know what’s happening. You can also check your Lock History in the Nest app to confirm that the software update was the issue preventing you from being able to use your lock at that moment.

Check if the deadbolt is jammed

If the deadbolt catches on the strike plate or if the hole in your door frame is the wrong size for the bolt, the Nest app may show a message saying the lock has jammed. During installation, the Nest app will have you confirm that the bolt can extend and retract without jamming. It’s important not to skip this step. An incorrectly installed lock may jam during use.

When the bolt is jammed, you won’t be able to use the Nest app or the keypad to lock or unlock your door. You’ll only be able to use the thumb turn inside your home.

A Nest Pro can help

If you’re having trouble with a jammed lock, you don’t have to figure it out on your own. A local Nest Pro can diagnose what’s causing the problem and fix it for you.

How to lock and unlock the Nest × Yale Lock if the battery is drained

You’ll get a notification from the Nest app when the lock’s batteries are getting low, and a second notification when they’re critically low. So you’ll have plenty of time to replace them before they’re dead. If you need, you can use a 9 Volt battery to temporarily charge the lock, so you can enter your passcode on the lock’s keypad to lock or unlock it.

– Confirm the batteries are fully depleted. Press the Yale logo on the lock keypad or hold your palm on the keypad.

If the keypad doesn’t light up, go to step 2.

If the keypad lights up, check for other issues. For instance, your lock could be offline so you can’t use the app to lock or unlock, but you can use the lock’s keypad in the meantime.

Hold a standard 9 Volt alkaline battery (the square kind) on the contacts at the bottom of the lock. You’ll hear “Press the Yale logo to begin. The batteries are very low. Replace the batteries now.”
Tips:
– If you don’t hear the lock speak, make sure the battery is firmly touching both lock contacts.- Try pressing the Yale logo to wake up the lock if it doesn’t automatically wake up.- Continue holding the battery on the contacts while you enter your passcode and then press the check icon.

Note: If you have One Touch Locking enabled, you can simply press the Yale logo to lock your door without entering your passcode.

Important: If you have Home Entry Only access you’ll need to wait about 30 seconds while the lock syncs its internal clock before the lock will accept your passcode. This is to safeguard the home by preventing people from entering outside of their schedule.

Replace the batteries as soon as possible with 4 fresh AA alkaline batteries. Here’s how.

How to change or remove the lock batteries:

You’ll need either the battery cover key that came in the box with your lock or a thumbtack. A small screwdriver or hex wrench may also work.

– Insert the key or thumbtack into the hole on top of the battery compartment and press down firmly.
– Grip the cover near the top and pull it off while you continue pressing with the key or thumbtack.- Remove all the batteries, then replace them with any standard AA alkaline batteries.Note: Do not use rechargeable NiMH batteries or other kinds of batteries.- To replace the cover, insert the two tabs on the bottom into the holes in the lock, then push it on until the tab at the top locks it on. You’ll hear a click when it does. Any low battery notifications you see in the app should disappear.