If you are having issues operating your Yale Smart Lock Pro using the Yale Access App, this article provides possible scenarios and troubleshooting steps.

Over-tightening the screws during installation

Over-tightening the mounting plate screws during installation of your Yale Smart Lock may result in a clicking noise coming from the lock, or even failure to operate with the App.

To resolve this issue, you need to loosen the screws on the mounting plate:

1. Remove the lock from the mounting plate by releasing the side latches
2. Unscrew each screw half a turn using a Phillips head screwdriver
3. Check that you are able to wiggle the mounting plate slightly to ensure the screws are loose enough
4. Re-affix the Smart Lock to the mounting plate

Once this is done, put your Yale Smart Lock back on your door and re-calibrate your lock.

Inability to operate the Smart Lock using the App can sometimes happen over time as well and begins to occur when the batteries are low.

Bluetooth connection is lost

The Bluetooth connection between your phone and Smart Lock may be lost. To resolve this issue:

1. Open your phone’s settings
2. Go to Bluetooth settings
3. Toggle the Bluetooth off and then back on

Connect is offline

If you are unable to operate the Smart Lock remotely using the App, your Connect Wi-Fi bridge may be offline. This article can help you get your Yale Connect back online.

Lock needs to be rebooted

If you are unable to operate your Smart Lock using the App, we recommend rebooting the device. To reboot your Smart Lock, open the lock faceplate and remove/reinsert one battery. The lock will flash green. Try operating the lock using the App.

Low-battery

If the batteries in your Smart Lock are running low, follow this article [https://support.shopyalehome.com/en_us/how-to-change-your-yale-smart-lock-batteries-rJDwJTfd4] to replace them. Once the new batteries are installed, the lock will flash green. Try operating the lock again. If the lock does not flash or if it flashes red, please reach out to Yale Customer Support: Support@YaleLock.com

Motor-related

If your lock jams when you try to operate it using the App, you may wish to perform a motor reset. A motor reset reorients the lock. Follow the steps below to perform a motor reset on your lock:

1. Open the wing latches to remove the lock from the mounting plate on the door
2. With the wing latches open, hold the front of the lock in one hand and rest the wing latches on the back of the lock against the thumb and pinky finger of your other hand
3. Orient the lock in the unlocked position - with the ridge or bump on the side of the lock at the top or 12 o’clock position
4. Apply some pressure to turn your lock in the opposite direction that it usually turns. The motor will whine if this is done properly. Repeat 1 to 2 times
5. Finish with the lock in the original 12 o’clock orientation
6. Replace the lock on the mounting plate, close the wing latches, and recalibrate the lock:
   • Select the three line menu bar then tap on Home
   • Open Settings (gear icon), then select on Lock Settings
   • Scroll down and find the option Calibrate Lock
   • Follow in-app recalibration instructions