Troubleshooting Yale and Kwikset locks in the Xfinity app

Having issues with your Yale or Kwikset door lock in the Xfinity app? We can help.

Door lock offline, poor connection, device can't be controlled

1. Try replacing batteries in the lock.
   • Low or faulty batteries can cause your device to lose its signal.
2. Determine if there are any large objects between the lock and gateway.
   • Furniture, appliances, and electronic devices can cause poor signal strength.
3. If you’re still having issues, try restarting your gateway.
4. Would you like to delete your lock from the app?
   • Removing your lock will also return it to its factory settings.
   • All notifications, automations, and device history will be deleted as well.

Door lock jammed

1. Check that the door is fully closed.
   • Manually lock and unlock the door, and then try locking it from the app again.
2. Check the lock to make sure it’s installed properly.
   • Manually lock and unlock the door, and then try locking it from the app again.
     
   • Note: If the lock does not seem to move freely, try loosening any mounting screws that may have been overtightened during hardware installation.
3. If you’re still having issues with the lock, consult the manufacturer’s instructions for further troubleshooting steps.

Issue configuring gateway during pairing

The pairing process in the mobile app should instruct you to try again. If you’re still having issues, try restarting your gateway.

Gateway cannot find smart lock during pairing

Make sure the lock is in pairing mode and attempt to pair again.

For Yale locks

1. Wake up the keypad on the lock by placing the palm of your hand on the keypad until it lights up.
2. Make sure your device is locked, and then enter your master code and press the gear button on your keypad.
3. Go to Wireless Settings by pressing 7, and then the gear button on the keypad.
4. To pair your lock to your gateway, press 1, and then the gear button on your keypad.
5. Your lock will say "completed.”
   • Don’t leave or close out of the app during this time, or you may need to start over.
     
     

For Kwikset locks

1. Remove the front cover from your smart lock with a Phillips head screwdriver.
2. Press and release the A button on the top left corner of your smart lock four times and wait until the lock button lights up on the front of the keypad.
   • This could take up to two minutes.
3. Don’t leave or close out of the app during this time, or you may need to start over.
   
   

If this doesn't work, try replacing batteries in the Lock. Low batteries can cause your device to lose its signal. If they are fully charged and you’re still having issues, try replacing them.

If after the above troubleshooting you’re still having issues with the lock, consult the manufacturer’s instructions for more troubleshooting steps.