# Yale Smart Lock with Matter Troubleshooting Guide

> The lock is not responding but the door is open and accessible    The Yale Smart Lock keypad becomes active when the Yale Logo is pressed   Check to see if k

Source: https://support.shopyalehome.com/en_us/yale-smart-lock-with-matter-troubleshooting-guide-HkbD1Oehyx

Last updated: 2025-06-24T23:04:01.948Z

  

## The lock is not responding, but the gear key is flashing amber.

  

The lock is undergoing a firmware update. This should take roughly 5 minutes. Please wait for the firmware update to be completed. Make sure the lock remains powered. Do not remove batteries during the firmware update. The gear will stop flashing when the firmware update is complete and the lock will reboot. 

  

## The lock is not responding, but the door is open and accessible.

  

The Yale Smart Lock keypad becomes active when the Yale Logo is pressed. 

*   Check to see if keypad numbers respond when pressed. 
*   Check batteries are installed and oriented correctly (polarity) in the battery case. 
*   Check batteries are in good condition; replace batteries\* if discharged. 
*   Check to see if lock harness is fully connected and not pinched

  

## The lock is not responding, and the door is locked and inaccessible.

  

Batteries may be completely discharged. Use your mechanical key to unlock the door. Change the batteries by first removing the battery cover by pinching the sides and pulling it off the body of the interior lock. Remove the 4 AA batteries and insert 4 new AA batteries. Reinstall the battery cover by pushing it onto the interior lock.

  

## The device will not lock after installation.

  

If you are unable to lock your door following installation your lock likely needs to be (re)handed. To hand your lock, follow the steps in this [article.](https://support.shopyalehome.com/how-to-hand-your-yale-smart-lock-Sk25iIUyeg)

  

## During the initial set up of the lock, the lock continues to fail calibration.

  

If your lock is failing the calibration step, please verify the following: 

1.  Ensure you are following the calibration steps properly as laid out by the app. 
2.  Ensure the hole in your door frame is at least 1" deep and 1" wide.

  

  

## The unit is on for a while, then shows no reaction. The lights are dim.

  

The batteries do not have enough power. Replace the batteries.

## The unit chimes to indicate code acceptance, but the door will not open.

  

*   Check the door gaps for any foreign objects between the door and the frame. 
*   Check that the wire harness is firmly connected to the interior of the lock.

  

## The unit operates to allow access, but will not automatically re-lock.

  

*   Check to see if the auto-lock feature is supported in the app the lock is setup in, if the feature is supported confirm it is enabled in the app. If the gear on the keypad is red, check the battery level from the app and change the batteries if necessary.

  

## Entry Codes will not register.

  

Entry codes are created in the app the lock is setup in, make sure the matter enabled app you chose supports entry code management. Verify that the code being used is in the app and is not assigned a schedule. 

If you're still encountering issues, please double check the following: 

*   Entry Codes must consist of 4 to 8 digits to register. 
*   The same code cannot be used for multiple users. 
*   User codes must be entered within 5 seconds (while lock is active) or the process will have to be restarted. 
*   The check icon must be pressed for the entry code to properly unlock the door. 

## Upon entering a code pin and pressing the check mark, the unit displays “invalid code” error or lock times out without responding.

  

Lockout Mode is enabled. This mode can only be enabled or disabled by the homeowner in the Yale Access app.

## The unit responds “Low Battery.”

  

This is the alert to replace the batteries. Replace all four (4) batteries\* with new Alkaline batteries.

## Upon entering a code pin and pressing the check mark, the unit responds “Wrong number of digits.”

The digits entered were incorrect or incomplete. Re-enter the correct code followed by the check key.

## My activity log is no longer updating OR my schedule entry pin will not unlock the door.

If you have removed your batteries from your lock, it will reset the clock in the lock. To sync the lock with your app, please navigate to the lock screen and connect to your lock with the app via Bluetooth. Sit on this screen for 5 seconds. Then manually lock and unlock your lock with the locks thumbturn. Any missing activity will show up in the activity feed.

## I can control my Yale Smart Lock with Matter from the app, but I cannot use the keypad.

*   Your lock is currently out of sync with the app. You will need to reset your lock and set it up with the app again. Follow these steps to Factory reset your lock. see article [How to Factory Reset your Yale Smart Lock with Matter](https://support.shopyalehome.com/how-to-factory-reset-your-yale-smart-lock-with-matter-HkRZawe2Je)