Unable to connect YALE NEXTOUCH to Ring system

I have several YALE NEXTOUCH NTB622-NR-626 door Knobs/locks that won’t successfully connect to our Ring Base Station. Once the pairing process is complete and the lock appears on the app, it says Critical Configuration Error. In the app, when you go into the lock settings it says “cannot retrieve status”.
Wondering if anyone could give me some pointers?

Hi @409c82b36af298342dc57adcb44073. When setting up these locks, how far is the Base Station? The Base Station needs to be within a few feet for this to connect properly. I would also follow the manufacturers instructions to perform a factory reset on your smart lock. Once that is complete, you can try the connection again.

If you’ve tried this to no avail, you can reach out to our support team for the next best steps. Please give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support.

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