Hello, I am having Nuki 2.0 with the bridge, latest firmware. Doors were automatically opened when we were out of the home I found this as we have alarm, so we were announced by certain company. Than I checked Nuki app- showed that the sensor is damaged (it happened few times before, but doors were not opens without the command; I am using betteries you recommended-Panasonic rechargeable), so I repair it remotely, but of course could not close the door (neighbor helped, thanks god).
As you can understand, that is something very “crazy”, as someone could go inside, etc.
Please send a log-file with a link to this post here and the exact time when it occured to our support team at contact@nuki.io, so they can check in detail what happend.
We can fully understand your concerns, but can only help with the Log files. So thanks for sending them to our support!
This forum here is for developer topics and no sensitive data should be shared here publicly.
As I can see I am not the only one and the customer service is such poor (I have sent a log file few times in the past and never got the answer!!! - with different issue). I am in touch with YouTube influencers, going to give him my experiences and honestly it is very negative till now.
… it more than a week, nothing, please, can you confirm to the company where I purchased the item (www.alza.cz) that it doesn’t work properly? I am really very upset with poor support and do not have patient anymore, so will buy other product.
It happend to me today as well. Today morning, while I was at home, I took my phone in my hand (which was never out of charge in the recent days) and as soon as I woke up my phone from sleep, I got a notification from Nuki that I am near the door and I immediately heard the door being opened. The last time I entered the Geofence was yesterday evening and my son who was with me had opened the door with Nuki Keypad. Since that time the phone was in the house only and, as I mentioned before, never went out of charge.
I will send the Log to Nuki Contact with a link to this post.
Has this problem been solved? It is quite a nasty thing to happen and I would certainly not want that to happen when I am on a Holiday and nobody is at home to close the door…
as this problem been solved? It is quite a nasty thing to happen and I would certainly not want that to happen when I am on a Holiday and nobody is at home to close the door…
Please send a log-file with a short description of the problem and the exact time when it occured to our support team at contact@nuki.io, so they can check the details of what happend.
My few days new Nuki 2.0 did the same ! Door closed , lock locked. Then nuki opened doors itself with message manual open!!! It happened when delivery guy where standing on opposite side of the door so my wife saw it and he saw it ! He said the doors just opened when he ring normal bell.
This is very scary and see happening to others !
What and where send ? Which number to call to get help ?
We feel not save now.
Bridge, fobs, iphone, android samsung, Nuki web, homekit.
Don’t have now smart ring just normal door bell.
And the log says manual open so it’s very weird.
Delivery guy ring the door bell.
Nuki manually open the door, message says manual door open but nobody pressed the nuki and when it has to happen 2 times. Door were locked closed before.
So my wife heard some noise and went down and see deliver guy pushing in our heavy package.
He assumed we opened the door for him so he start pushover our package. He said doors just unlocked.
Now today also get many motor blocked errors when I closed the door and press lock in nuki. Very annoying and not good. We don’t know if we can trust the nuki lock.
I found this as we have alarm, so we were announced by certain company. Than I checked Nuki app- showed that the sensor is damaged (it happened few times before, but doors were not opens without the command; I am using betteries you recommended-Panasonic rechargeable), so I repair it remotely, but of course could not close the door (neighbor helped, thanks god).
Log file sent, please HELP!!!