Troubleshooting your Yale Linus® Smart Lock

Here you can find the answers about Troubleshooting your Yale Linus® Smart Lock.

Five most common questions about Troubleshooting Yale Linus^® Smart Lock

How do I Factory Reset my lock?
Follow the steps below to perform a factory reset on your lock:
1. On your phone, open the Yale Home App and go to the lock circle screen, which is the screen that shows you whether your door is locked or unlocked.
2. Select the Settings menu (gear icon).
3. Select the device you wish to reset.
4. Scroll to factory reset.
5. Select "Reset Lock".
How to Create, Modify, and Delete Smart Alerts
Smart Alerts are sent as notifications and let you know about the activity of your Smart Lock. Many Smart Alerts appear in the Activity Feed.
Smart Alert options currently include manual lock events, user specific lock operations, notifications for when a door is left open, Auto-Lock notifications, and door locking with One-Touch Keypad operation (requires Yale Smart Keypad).
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Updating Lock Firmware
Firmware updates are released periodically to help improve connection speed, connection reliability, motor controls, and Auto-Lock.
Firmware updates begin automatically when the lock owner connects to their lock. You can still operate your lock via the app during the update. Firmware updates can take anywhere from 5-15 minutes. Be sure to keep your phone near your lock, with the Yale app open throughout the whole update.
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Trouble Connecting to Lock
If you are having trouble connecting to your lock using the Yale Home App, the following troubleshooting may help:

Trying to connect remotely

Wi-Fi and Bluetooth: Turn off and on

Force quit the Yale Home App

Trying to connect over Bluetooth
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How to Change the Batteries in your Yale Linus^® Smart Lock
Remove the battery cover from the Yale Linus^® Smart Lock.

Remove and replace all 4 batteries at the same time. The LEDs around the Thumbturn should light up.

FAQ

A factory reset erases all guest and owner data from your lock, restoring it back to its original, out-of-the-box settings. It also removes the lock from any owner or guest keychains that it is affiliated with.

You do not need to be near your lock to reset it; however, you will need to have access to the lock in order to re-calibrate it. If there is a Keypad paired with the lock, the Keypad must be disconnected before factory resetting the lock. This article provides instructions to disconnect a Keypad.

Factory reset instructions

Follow the steps below to perform a factory reset on your lock:

On your phone, open the Yale Home App and go to the lock circle screen, which is the screen that shows you whether your door is locked or unlocked.
Select the Settings menu (gear icon).
Select the device you wish to reset.
Scroll to factory reset.
Select "Reset Lock".

These steps should restore your lock to its factory settings.

If you attempt a factory reset when you’re not connected to Bluetooth, you will receive a "Trouble Connecting to Lock" notification. If possible, try factory resetting the next time you are in Bluetooth range. If you have moved and you are unable to factory reset while in Bluetooth range of the lock, select "Reset Anyway" when you receive the notification.

Pre-Owned Devices

If you are not the original lock owner because you acquired a previously-owned Smart Lock, information about resetting the device is available in this article.

iOS

Yale devices are compatible with newer phone models running iOS 13 or greater*. Information to help you determine the compatible iOS devices is available here.

Android

Yale devices are compatible with most Android phones equipped with Bluetooth 4.0 and running Android 8* or higher. We routinely test with phones from the major manufacturers, including Samsung, Google, and HTC.

In some cases on specific phones, the Android Bluetooth stack can get stuck in a bad state, and may need to be re-started by the user by turning Bluetooth on and off. Below are specific devices where performance has been inconsistent:

OnePlus Phones
LG V10
LG G4
LG V10
LG G4
Realme 7
Huawei P30

If you have a HomeKit-enabled Smart Lock, adding a new Owner and giving them HomeKit access can be done at the same time. Watch the video below for a brief overview of the process.

PLEASE NOTE: The invited HomeKit user must also be an Owner of the smart lock in the Yale Home App and they must accept the HomeKit invite from the Home App. Then, they must access the lock over Bluetooth with the Yale Home App 2-3 times to finalize the HomeKit invite.

The invited HomeKit user should be able to connect to the lock over HomeKit following the steps below:

Accept the HomeKit invite inside the Home App
Once the invite has been accepted, open the Yale Home App and connect to the lock over Bluetooth

If they cannot connect to the lock using the Home App, they need to repeat step 2.

See support video here.

If your phone is lost or stolen, follow these steps to regain access to your home:

To log out of all devices / disable your phone’s access to your lock, you will need access to the Internet and the email account you use with Yale Home. You can access the Internet via a desktop computer or an alternative mobile device such as another phone or a tablet.

Go to this website
Select the link Login with email from the bottom of the screen
Enter your email and password to login
Login to your email account and retrieve the verification code
Go back to the account website, enter the code, and select verify
Select Lost Phone to log out of the Yale Home App on all devices
Select Logout of Yale Home App to complete steps

You are now logged out of your Yale account. PLEASE NOTE: Any third party apps such as Amazon, Google Assistant, etc. will continue working as expected.

To regain access to your home:

If you have a physical key, you can use that to get into your home.

If you have a Yale Smart Keypad you can use the keypad instead of the Yale Home App.

Another Owner of the Yale Smart Lock can open your door remotely if you have a Yale Connect Wi-Fi bridge installed.

If none of the options mentioned before works you will need to gain access to your Smart lock using another smartphone.

Step 1: Download the Yale Home App to a substitute smartphone.
Step 2: Log into your Yale Home account

You can now operate your lock using this phone. Once you have a permanent replacement phone, there is no need to set up your Yale devices again. All that is required is to download the Yale Home App on the replacement phone and sign in / validate your phone number or email address. All of your Yale Home devices will remain set up in your account.

Additional Suggestions

Both iOS and Android provide tools to help locate your phone and in some cases disable it (depending on the security features you’ve enabled.)

iPhone users:

Visit www.icloud.com, log in to your iCloud account, and select the “Find my iPhone” feature.

Android users:

Visit www.google.com/android/devicemanager and log into your Google Account.

If your phone cannot be located, you need to contact your cellular service carrier. If your phone cannot be retrieved your carrier can help you get a replacement phone and regain access to your phone number.

If your phone is lost or stolen, follow these steps to regain access to your home:

Go to this website
Select the link Login with email from the bottom of the screen
Enter your email and password to login
Login to your email account and retrieve the verification code
Go back to the account website, enter the code, and select verify
Select Lost Phone to log out of the Yale Home App on all devices
Select Logout of Yale Home App to complete steps

You are now logged out of your Yale account. PLEASE NOTE: Any third party apps such as Amazon, Google Assistant, etc. will continue working as expected.

To regain access to your home:

If you have a physical key, you can use that to get into your home.

If you have a Yale Smart Keypad you can use the keypad instead of the Yale Home App.

Another Owner of the Yale Smart Lock can open your door remotely if you have a Yale Connect Wi-Fi bridge installed.

If none of the options mentioned before works you will need to gain access to your Smart lock using another smartphone.

Step 1: Download the Yale Home App to a substitute smartphone.
Step 2: Log into your Yale Home account

Additional Suggestions

Both iOS and Android provide tools to help locate your phone and in some cases disable it (depending on the security features you’ve enabled.)

iPhone users:

Visit www.icloud.com, log in to your iCloud account, and select the “Find my iPhone” feature.

Android users:

Visit www.google.com/android/devicemanager and log into your Google Account.

Access levels and schedules determine how much access a lock user has as well as when they have permission to control the lock.

Yale offers 2 access levels: Owner and Guest. A lock Owner has full access to the lock and Guests have limited access (outlined under Access Levels). Only lock Owners can invite Guests to a lock. When inviting Guests, you can customize their access level and choose to be notified when they operate your lock.

There are also different Access Schedules: Always, Recurring, and Temporary (outlined under Access Schedules).

Access Levels

Owners

Lock Owners are users who:

Can lock and unlock door via Yale Home App
Can lock and unlock door via Personal Entry Code (Using Smart Keypad)
Can use Auto-Unlock
Can invite/remove other owners
Can control all lock settings
Can view activity feed
Can view guest list

Guests

Guest is the default access level for anyone invited to your Yale Smart Lock, but you can update a person's access level when you invite them to your lock or at any time thereafter. Guest users:

Can lock and unlock door via Yale Home App*
Can lock and unlock door via Personal Entry Code (Using Smart Keypad)
Cannot use Auto-Unlock
Cannot invite/remove other owners
Cannot control all lock settings
Cannot view activity feed
Cannot view guest list

*Cellular data or an Internet connection is required. Due to the 3 Guest Access Schedules, our servers need to verify that the guest is connecting during the timeframe that they are authorized.

For information on how to change a guest to an owner click here

Access Schedules

Always - Guests will have unlimited access, but the owner can change or delete their access at any time.

Recurring - Guests will have a scheduled access that repeats. i.e. guests will be invited every Tuesday for a short period of time.

Temporary - Guests will have a limited invitation to your home that expires. i.e. guests will have access for a one time use, limited to the date and time you've selected.

Previously-Owned Yale Smart Locks need to be factory reset before they can be set up by a new owner. If you tried setting up a previously-owned device that was not factory reset before you acquired it, Yale needs permission from the previous owner to factory reset the device on their behalf.

It may take up to 30-days for the previous owner to respond to your request. If you purchased the lock directly from a person or 3rd party seller, you may wish to contact them and ask them to reset the device in order to expedite the process. Once the device has been factory reset, you will receive a notification to continue setting up the device.

If you purchased the device from a retailer, please contact them about an exchange.

If you received an email requesting to reset a device you used to own, it means that someone is requesting permission to reset a lock that is currently registered under your account. To grant them permission, select YES.

By accepting the request, you as an owner of the device are giving Yale the permission to factory reset the lock. This means you will be giving up ownership of the lock and accept that once the lock is reset, all existing users will lose access to it.

PLEASE NOTE: The request expires after 30 days.

There is no way to check the battery level for your Yale devices in the Yale Home App, but you will be notified when the batteries need to be replaced.

Once a lock’s batteries reach 25% capacity, a low-battery notification appears on your phone’s unlock screen. You may wish to replace the batteries when you see this notification. If you don’t replace the batteries at this time, you will begin receiving daily emails and push notifications as the batteries approach the end of their life. Should you receive these notifications, it is imperative that you replace the batteries with 4 new AA alkaline (non-rechargeable) batteries immediately. After replacing the batteries, operate your lock 3 times using the Yale Home App. This should stop the low-battery alerts until the next time the batteries reach 25% capacity.

PLEASE NOTE: You must operate the lock over Bluetooth or remotely if you have a Yale Connect Wi-Fi bridge. Operating your lock manually will not stop the low-battery notifications.

If the app continues to report a low battery 24 hours after replacing the batteries and operating the lock via the app, please reach out technical assistance to confirm whether the alert you are receiving is false or if there’s something else causing the batteries to drain rapidly. Our Support team will assist you with next steps.

If you have a Scandinavian lock, you may find that when the override key is used, your lock will recalibrate the next time it is used with an app.

Why does the Yale Linus lock need to Recalibrate?

There are certain locks in Scandinavia that have decoupled cylinders. These locks include models like ASSA 2002, ASSA 410 and ASSA 8765 and can be identified because the unlock point is 360 degrees away from the lock point.

In locks with decoupled cylinders, the external cylinder in the lock case is not connected to the internal cylinder. This means that if a key is used on the outside of the lock the internal cylinder is not turner at all. Therefore there is no way for the Yale Linus, which is attached to the internal cylinder, to know if a mechanical key has been used on the lock.

Therefore if a mechanical key is used on the lock and changes the lock state (from locked to unlocked, or unlocked to locked), the Linus unit will not know that this has happened until the next time it operates electronically (via the app). At this stage, the lock will inform the user that it needs recalibrating and automatically recalibrate. It is possible to do this calibration from both inside and outside the door as the recalibration process does not involve touching the Yale Linus unit at all. It can even be carried out remotely if a Yale WI-Fi Connect Bridge is also installed.

After this the Yale Linus unit will behave as normal.

If you need additional support

You can get a more visual help related to our products at our download center and in our library for support videos.

Download Center
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Support Videos
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Need More Help?

Contact our technical assistance

Troubleshooting your Yale Linus® Smart Lock

Five most common questions about Troubleshooting Yale Linus® Smart Lock

How do I Factory Reset my lock?

How to Create, Modify, and Delete Smart Alerts

Updating Lock Firmware

Trouble Connecting to Lock

How to Change the Batteries in your Yale Linus® Smart Lock

FAQ

How do I Factory Reset my lock?

How to Enable Auto-Lock

What Phones Are Compatible with Yale Devices?

How to Create Door Ajar Notifications

How to Invite a New Owner to Your HomeKit Compatible Smart Lock

Updating Lock Firmware

How Do I Enter My Home and/or Disable Access if My Phone is Lost or Stolen?

How Do I Find My Lock's Serial Number?

How Do I Enter My Home and/or Disable Access if My Phone is Lost or Stolen?

How to Improve Wi-Fi and Bluetooth Signals for Yale Connect Wi-Fi Bridge

How to Set Access Schedules

What are the Different Types of Guest Access?

I need to reset a previously-owned device

I received a request to factory reset my lock

Trouble Connecting to Lock

How to Create, Modify, and Delete Smart Alerts

How to Change the Batteries in your Yale Linus® Smart Lock

False Battery Alerts

Why does Yale Linus need recalibration after using an override key (Scandinavian 360° locks)?

If you need additional support

Download Center

Support Videos

Need More Help?

Five most common questions about Troubleshooting Yale Linus^® Smart Lock

How to Change the Batteries in your Yale Linus^® Smart Lock

How to Change the Batteries in your Yale Linus^® Smart Lock