Cannot open the door with the key

Hi everyone,

I have received my Nuki 2.0 few days ago and I am encoutering the following PB: If I want to open the door from outside with the key, I can turn it in the barrel indefinitely it doesn’t open (sometimes after many turns it does). I have a knob on one side and an handle on the other one.
When I remove the Nuki from the door and I try to unlock the door from outside, the key which is inside turn synchronously with the outside one. The barrel was changed especially to make it compatible with the Nuki lock. Would you have any idea?

Thanks in advance for your help.

App version 2.6.8 Lock firmware 2.7.20

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