Yale Lock troubleshooting for Xfinity Home

Learn what to do when you have a problem with a Yale Lock connected to your Xfinity Home system.

What you'll need

• Xfinity Home
• Access to the Xfinity Home app
• A compatible Yale Lock, installed according to the manufacturer's instructions
• A compatible Yale Assure Lock Zigbee Network Module, installed according to the manufacturer's instructions
  
  

Difficulty

Easy

My lock won't pair

1. Is your lock compatible?
   • Is it a compatible model?
   • Compatible locks have a gear and checkmark on the keypad. If the keypad has a pound sign (#) and a star (*), it is not compatible.
2. Is your network module compatible?
   • Your lock must have a red Yale Assure Lock Zigbee Network Module (AYR202-ZB-HA) version 261 or higher installed.
   • Amazon Key Zigbee modules (red) are compatible if they were installed with the Amazon Key app and then unpaired using the lock's keypad. Refer to your lock's user manual for unpairing instructions. A lock cannot be used with Xfinity Home and Amazon Key at the same time.
   • Control4 and Crestron Zigbee modules (red) are not compatible.
   • Apple HomeKit/Bluetooth (orange) and Z-Wave (blue) modules are not compatible.

I can't lock or unlock from the Xfinity app

1. Verify that the Xfinity app has an internet connection by opening another app or website.
   • If not, restore your internet connection.
   • Otherwise, restart the app.
2. Can you lock or unlock the door using the lock itself?
   • If not, replace the batteries.
   • If you still can't operate the lock, contact Yale Support.