Troubleshooting locking or unlocking problems with the Nest × Yale Lock

Here are some tips for locking and unlocking your door the right way. We also provide some steps you can take if your lock isn’t working as expected.

There are three basic ways to lock and unlock your door: using the Nest app on your phone, using the keypad installed on your door, and using the traditional thumb turn inside your home. For details, see the link below.

First, try each way to figure out what’s not working. Then read the section below that applies to you.

app lock Nest x Yale lock keypad hand thumb image
Nest app Keypad Thumb turn

Tip: If you need to lock or unlock your door right away and you’re inside your home, you can always use the thumb turn.

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.

Locking Nest Yale lock page

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.

Here are some quick fixes to get Nest products back online:

  • Make sure your home Wi-Fi network is working. Try going online with another device and visiting any website. On a phone, make sure you’re testing the connection with Wi-Fi only (not cellular data). If the entire network is down, you’ll need to get to the root of the issue before you can bring your Nest products back online.
  • Go to Nest’s support site and check the status of the Nest service. If it’s down, wait for it to resume.
  • Restart your Nest product. This may help refresh the connection with your home Wi-Fi network.
  • Restart your Wi-Fi router. Unplug your router, wait 30 seconds, and plug it back in. After it boots up, you’ll see steady power and connection lights and your lock can try to reconnect.
  • Check for Wi-Fi interference. Try turning off other devices in your home that may be interfering with the Wi-Fi signal: cordless phones, baby monitors, microwaves, Bluetooth devices, and wireless video equipment.

These tips cover the basics. We have advanced troubleshooting to help you check router settings, compatibility, app version, and other issues at Nest’s support site.

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.

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.

Note: If your door always sticks when you try to close it, a local Nest Pro can fix it.

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. Use a web browser to visit Nest’s support site for more information.

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:

  1. Open your door.
  2. 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.
  3. Close your door.
  4. Again, use the thumb turn to extend and retract the deadbolt.
  5. 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:

  1. 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.
  2. With the door open, extend the deadbolt and clean it thoroughly. Be sure to remove any build-up that may have accumulated.
  3. 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.
  4. From inside your home, close your door and try using the Nest app to lock it. If it works, you can stop here.

 

 

checking deadbolt

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.

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. A local Nest Pro can diagnose what’s causing the problem and fix it for you.

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 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.

 

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.

Locking Nest Yale lock page

 

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.

Here are some quick fixes to get Nest products back online:

  • Make sure your home Wi-Fi network is working. Try going online with another device and visiting any website. On a phone, make sure you’re testing the connection with Wi-Fi only (not cellular data). If the entire network is down, you’ll need get to the root of the issue before you can bring your Nest products back online.
  • Go to Nest’s support site and check the status of the Nest service. If it’s down, wait for it to resume.
  • Restart your Nest product. This may help refresh the connection with your home Wi-Fi network.
  • Restart your Wi-Fi router. Unplug your router, wait 30 seconds, and plug it back in. After it boots up, you’ll see steady power and connection lights and your lock can try to reconnect.
  • Check for Wi-Fi interference. Try turning off other devices in your home that may be interfering with the Wi-Fi signal: cordless phones, baby monitors, microwaves, Bluetooth devices, and wireless video equipment.

These tips cover the basics. We have advanced troubleshooting to help you check router settings, compatibility, app version, and other issues at Nest’s support site.

 

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 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. Use a web browser to visit Nest’s support site for more information.

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.

This is a short summary of our online help article. Please use a web browser to visit support.nest.com and search for this article to get detailed help.

We’re sorry for the inconvenience. Apple prevents iOS developers from linking to pages, such as Nest’s website, that permit commercial transactions outside of an app. For this reason, we can’t simply link from the app to our normal online help article.

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