Lock N' go issue and cause auto lock wont work

[Rand_Chiu]

Hi,

I am new user of Ultion Nuki Smart lock and want to report a serious issue about the Lock N’ Go and auto lock feature.

My door type is “lift-up handle” which mean require lift up the handle to enable to lock the door.

I tried a scenario that is use Lock N’ Go and leave the door at open state (no lift up the handle), and use auto lock to lock the door. I am suppose Lock N’ Go should fail to lock the door and it happened what I expect (got motor blocked error). But the apps show me the lock status is changed to "locked’ but actually not. After that, I try to lift up the handle and expect it will auto lock the door because I turned on the auto lock feature and set it in 30 sec. But the result is it wont able to lock the door. To lock the door after the error occur by Lock N’ Go, I have to lock the door by key or make a silly act which use the app unlock the door first (but actually the door is still open) to turn the door status to “unlocked”, after that, the auto lock feature will return to normal. This case will easy to mislead the customer the door is locked, or might some customer would expect the door will lock by auto lock feature. This should be a serious security issue and might harm the brand.

I guess the reason is caused by the lock status turned to “locked”, so it wont trigger the auto lock feature.

This use case would obviously happen. Therefore, I would like to ask the team investigate the problem, and update the firmware. If my guess is correct, I would like to advise if Lock N’ Go got any error, please do not update the lock status to ‘locked’, use another status to easier to manage the lock feature, or even keep it on “unlocked” status to prevent mislead the customer.

I hope the team will take serious of the issue, and solve it in coming soon.

Thanks and regards,
Rand

[Juergen (Jürgen Pansy)]

@Rand_Chiu

I am suppose Lock N’ Go should fail to lock the door and it happened what I expect (got motor blocked error). But the apps show me the lock status is changed to "locked’ but actually not.

If the “motor blocked” event occurs, when the position is already in the area the lock considers as “locked”, the state after the motor blocked event will be “locked”. i.e. the solution to your problem should be to use the Settings > Features & Configuration > General > Optimize locking > Custom > “Transition unlocked → locked” setting to shift the motor blocked position into the “unlocked” area. Afterwards things should work as expected.