Hi.
I purshased a matter activation code for my nuki 4.0.
Trying to solve thread instability, i did a reset of the smart lock to default. Since then i’ve lost the remote access and my activation code is invalid.
I tried to talk to the support but they taking a very long time to provide a solution.
Hope someone here can help.
Thank you
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Btw, the thread instability is still here. Matter worked for 3 months and since last update it disconnect every 3min. Have to remove battery and put it back to fix it. Tried with both google nest and home assistant sky connect border router (one at time). Same issue. So its nuki related. (My matter nanoleaf lights are ok)
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Nuki suggested in a support document that the Apple TV 4K 128 Gb might be the cause for the Matter troubles. However, I have 9 other Matter devices and none of them ever disconnected. Nevertheless, I forced in the Home app to use an Apple HomePod as Matter router. That seemed to work, for 3 days and then my Nuki 4.0 Pro again disconnected. Nuki + Matter = not stable
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Thanks for your feedback.
Please note that this is not a support forum and if you already have an open support flow please adhere to it for focus.
As we communicated earlier we are aware of selective Apple related issues as you @Cornelis mentioned, thanks for that.
We encourage you to follow up with an Apple support request to further push into this direction.
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But i don’t have any apple device. I’m posting here because it’s last update related. It worked for months until last firmware update. 4.4.9. The last 3 days, the motor has blocked 2-3 times a day. And calibration failed most of times (and motor stay stuck after). This update has destroyed my nuki. Nothing works.
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Dear Matthias,
Thank you for your message.
Given the many times you have to “educate” us, the “users” of Nuki products, about the “role” of the Nuki developers website, Nuki might want to consider a different, much more communicative, approach of the “HelpDesk”.
It appears to me that “well willing” and “helpful” Nuki customers who encounter a “problem” with your products in their quest to find a solution themselves are not able to find if their problem is “individual” or “general”. Instead they get advised to “report it to the HelpDesk” including the “logs”. But the Nuki app does NOT generate these “logs”, like it also does not generate a “battery report”. And if one opens “a ticket” at the HelpDesk, the first replies are “unplug the battery pack and restart the lock”: as if “we” had not done that already 10 times. Only if one is persistent, a more “in depth” reply follows but that takes days but it ends in “dead end street” with hardly any feedback.
My opinion is that “well willing” and “helpful” Nuki customers are looking for a “forum” to “debate” about the problems they encounter and find solutions shared by other users of Nuki products.
With the recent connectivity troubles, the stability of Nuki products became questionable and owners seem loosing the trust in what should be a rock solid security product. You really have to stop that, because the competion does not rest.
The Matter implementation from Nuki is to say the least “grotty” and causes a lot of troubles. The promises the Nuki HelpDesk did to me months ago to improve on this are not fulfilled.
Please Nuki: do reflection and take input from “well willing” and “helpful” customers.
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