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

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.