Door suddenly opened without any physical action

(Deadlifter) #1

A few minutes ago my door went suddenly open. My phone was just laying on the table and nothing was triggering. But when I take a look at the log it was the phone which opened the door.
I don’t like such actions :frowning:

Anyone else how recognise this?

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(Jürgen Pansy) #2

Please send a debug log from the App to our customer support (Menu > Help) to our customer support. We’ll pick it up from there and continue the conversation via E-Mail.

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(Deadlifter) #3

I already send one, but thanks for pointing to that

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(Deadlifter) #4

@Juergen it 's okay to start communication by mail, but so far i didn’t get a response on such a important issue. So i’m asking my selves is Nuki save enough to use on a front door when it’s possible that it opens suddenly without any action.

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(Jürgen Pansy) #5

You need to give them some time, but an answer will come soon.

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(uwe w) #6

I agree to @fvhuizen, even though I don’t know the cause of the actual case. But recently at least I had one case where the SL did some “Postitionserkennung” (after a reset?) and I suspect it opened the door (never got final answer from support). Honestly, that’s a killing issue if Nuki doesn’t get that under control - same as any function that opens the door accidentally.

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(Deadlifter) #7

Regarding you’re (Nuki support) it was my Apple watch, but i didn’t wear that at that time and it was laying on the charger. So i hope support will dig deeper into the issue.

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(Deadlifter) #8

@Juergen, today for the fifth time in a row (in one week) my door opened suddenly after it was closed. Until now i didn’t get proper support except for the remark that it’s an odd issue and that Nuki support couldn’t find something in the logfile which pointed to this issue. So maybe when i go public with my issue i will get proper support. Because the security of my home is vulnerable with you’re product so far.

I hope this message will reach the proper person who will pick it up and give me the attention which is needed. Otherwise we have to talk about a total refund for this expensive doorlock.

So far i’m dissapointed as a beta tester, this is not the way you have to treat testers and customers.

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(uwe w) #9

@fvhuizen, what is this user called Nuki Web (null)? Did you set that or does it appear when the bridge opens the door?

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(Stephan Lendl) #10

This should be a Web API integration without custom name set. I don’t know the setup, so hard to say for me for sure. But our customer support should have more details with the log files.

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(Deadlifter) #11

@ueffchen i supose it’s the feedback from the WebNuki.io page through the bridge. I don’t use api’s to open or close the door. Just to be informed to a flow from Homey (domotica) that the lock is open or closed to start arm / disarm the alarm system

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(Stephan Lendl) #12

The activity on your screenshot shows, that a Nuki Web command (integration?) unlocked/opened the door (same actions as from the user below). A status update would not create this entry.

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