# Lock Not Operating by App > CONTENT HERE Source: https://support.shopyalehome.com/en_us/lock-not-operating-by-app-rkvdA04PGl Last updated: 2026-08-20T20:52:34.812Z If your lock locks and unlocks freely with the key or thumbturn but does not respond to the Yale Access App, the issue is usually one of the following: * a low battery * a lost connection between the app and the lock * something physically blocking the lock's movement * a motor that needs to recalibrate. Try the steps below in order, starting with the simplest fixes. After each step, test the lock in the app before moving to the next one. ## ## Before you begin * Make sure the deadbolt still turns smoothly by hand. If it feels stiff or grinds, notice when this happens — for example, near the start, middle, or end of its movement. * Watch for the indicator light on the device and listen for beeps or the motor when you lock or unlock it using the Yale Access app. * Make sure your phone's Bluetooth is turned on and that you are close enough to the lock — within about 10 feet (3 meters). * Check that the Yale Access App is updated to the latest version in your phone's app store ## ## Scenario 1: Low or drained batteries When the batteries are critically low, the motor may not have enough power to drive the deadbolt, even though the thumbturn — which needs no power — still works fine. The app may also show the lock as offline or unresponsive. 1. Replace all four AA batteries at the same time with brand-new alkaline batteries. Do not use lithium, rechargeable, or extended-life batteries. 2. Wait for the lock to power on and connect to the Yale Access app — you may hear the motor cycle or see light indicator light up. 3. Once the device is connected to the app, lock and unlock from the Yale Access App. ## ## Scenario 2: Bluetooth or Wi-Fi connectivity issue If the lock's hardware seems fine but it is not responding to the app, the problem may be a lost Bluetooth or Wi-Fi connection. 1. Make sure your phone is within Bluetooth range of the device—about 10 feet (3 meters). 2. Force quit the Yale Access App, then open it again. 3. Turn Bluetooth off, then back on, in your phone's settings. Then try the lock and unlock your device from your app again. 4. If you use a Yale Connect Wi-Fi Bridge for remote access, make sure it is plugged in and within about 15 feet (4.5 meters) of the lock. If its indicator light is off or red, unplug it, wait 30 seconds, and plug it back in. 5. Check that the Yale Access App is up to date in your phone's app store. ### ## Scenario 3: Lock needs a reboot Occasionally the lock's internal module gets into an unresponsive state that a simple power cycle clears. 1. Remove all four batteries from the lock. 2. Wait 30 seconds. 3. Reinstall the batteries and wait for the lock to wake up (you'll hear a chime or see  the indicator light flash green). 4. Test the lock from the Yale Access App. ## ## Scenario 4: Over-tightened mounting screws If the interior mounting screws were tightened too much during installation, they can put pressure on the lock's internal spindle or gear assembly. This prevents the motor from turning the bolt, even though hand force on the thumbturn still overcomes the friction. You may also hear a clicking noise from the lock. 1. Remove the interior assembly from the mounting plate by releasing the side latches and sliding it upward. 2. Loosen each mounting screw on the interior side by about a quarter turn using a screwdriver — do not remove them. You should be able to wiggle the mounting plate slightly. 3. Reattach the interior assembly, making sure the tailpiece engages properly. The screws should be snug but not overtight; the lock body should not flex or  compress. 4. Test the lock using the Yale Access App. If it now operates, recalibrate through  Lock Settings > Calibrate Lock. ## ## Scenario 5: Door or strike plate misalignment Seasonal changes in temperature and humidity can cause a door or frame to shift, creating friction on the bolt even when the thumbturn feels smooth. The motor may not generate enough force to overcome that resistance. 1. Manually operate the deadbolt a few times and feel for resistance or stiffness partway through the throw. 2. Inspect the strike plate opening for wear marks or misalignment with the bolt. 3. If there is misalignment, adjust the strike plate: locate the tab on the strike plate and gently bend it toward the surface of the strike. A small change is often all that is needed. 4. If the door still can't be adjusted enough with the strike tab, the latch and deadbolt may both need adjustment — we suggest contacting a local locksmith for assistance. ## ## Scenario 6: Motor needs recalibration or reset If the lock jams or the motor position is off — which can happen after a jam, a firmware update, or a low-battery event — the motor may need to be recalibrated, so it knows the locked and unlocked positions.  Yale Assure Lock 2: 1. Open the Yale Access App and navigate to your lock. 2. Go to Lock Settings > Calibrate Lock and follow the on-screen prompts to recalibrate the motor position. 3. If calibration fails, remove the lock battery cover by sliding it upward off the mounting plate, remove the batteries, wait 30 seconds, reinsert the batteries, reattach the assembly, and recalibrate through the app Device Settings. 4. Remove the interior assembly from the mounting plate by pulling the latch at the bottom and sliding upward. 5. With the assembly removed, manually turn the tailpiece to confirm the deadbolt  moves freely. 6. Remove and reinsert the batteries. 7. Reattach the interior assembly, ensuring the tailpiece engages properly. 8. Open the Yale Access App and recalibrate the lock via Lock Settings > Calibrate  Lock. ## ## Still not working? If none of the steps above resolve the issue, the lock's motor or internal hardware may need further diagnosis.  Please contact Yale Support:  • Phone: 1-855-213-5841 • Online: [http://support.yalehome.com](http://support.yalehome.com)   When you reach out, please have the following ready: your lock's model number, the version of the Yale Access App you're using, and a description of any indicator lights or beep patterns you've observed.