4.0: traditional key hard or impossible to use from the outside

Discussion Questions
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Got to install Smart Lock Pro 4.0 last night, with Matter and Thread working to connect to both Google Home and Home Assistant. Great!

However, I’m having significant issues using a traditional key to open the door from the outside. In some cases, with a lot of force, I can get the key to turn, but as of right now, there’s no way to use a key to (un)lock from the outside.

To be sure, I of course verified that without Nuki attached, I can (un)lock the door from the outside with a key while a key is inserted from the inside.

Is this a software issue where the motor or clutch isn’t disengaging?

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Please contact our support via the Nuki App (Menu > Help > Contact Customer Support) as this is an individual problem and might require sharing logs and other sensitive data.