Last 7 days I am experiencing lot of failures to control 3.0 Pro over the API. Locks are unreachable over the network.
Last week I was advised to wait for 3.7.7. fw, which I have already (actually 3.8.0). But still facing failure’s.
In my traces, the lock is offline or state doesn’t change after command, or I am getting Locked http response status.
I am facing these issues on my lock (demo) as well as on my customers locks - which is worse as they really want to use it. Failures rate is 25% in avg. But yesterday my customer had 80% of fails and that is far from acceptable. (a month ago he had none).
I read here that rollout of 3.7.7. fw has been paused. Are you having some known issues?
I am pretty frustrated with stability of web/api connection. It is very difficult to diagnose. Operation fails also from web.nuki.io.
How can I diagnose or see why the lock is offline? Can I pull some traces from lock?
Received my smart lock yesterday - after the initial excitement, I installed it, set it up and found I am not able to connect it to wifi. at all. from either an ios and an android client.
upgraded to the latest available firmware, 3.7.7, to no success. I have set up an isolated guest network on my router (netgear rax40), set the security to both wpa2 and wpa/wpa2. still no connection. unfortunately, my low-end router does not allow much advanced customization, however it does have basic logging and it always reports the below messages:
[WLAN access rejected: incorrect security] from MAC address 34:10:f4:, Sat,Oct 07,2023 05:08:33
[WLAN access rejected: incorrect security] from MAC address 34:10:f4:, Sat,Oct 07,2023 04:07:58
It looks like the lock tried reconnecting every hour, to no success. no idea what the incorrect security message refers to, but since I know the password is setup correctly, I am assuming it is some sort of hand shake error.
fortunately, I do have some time available for testing before returning it. I do not have a smart home setup to try, but I will test a different router and maybe a beta firmware - however, I see this issue has been going on for more than a year. and a pro lock without wifi capability doesn’t really make sense…
If you change the security settings of the router you will have to disconnect and reconnect the Smart Lock to the Wi-Fi again afterwards, because the used security method is stored when the Smart Lock initially connects.
I’m having constant issues with my Nuki lock and being unable to access it remotely. It will constantly connect and disconnect from the network for no apparent reason. It’s only about 3 meters away from the access point and I have tried every setting I can see mentioned in this post with no success. Any ideas?
Has anyone find the solution for this? I’m also on unifi environment and this week started to see exactly the same behavior. It constantly disconnects and connection is not maintained.
@Juergen my wifi stats report failure stage of DHCP for the nuki — not sure if that helps anyway. But all my other clients have no issues on that stage and I have plenty esp8266 clients.
I have a 3.0 Pro and a couple of weeks ago I switched my router to a UniFi Express.
I’m now constantly having connection issues. Seems like a particular issue with UniFi routers from what I can read here. Also when I switch back to my old Eero 6pro seems to work OK all the time.
I created a new SSID where the Nuki connects (it’s only for the Nuki) following this configuration but that doesn’t seem to have helped.
I’m very frustrated as I usually lock my door when I’m already outside the apartment. Who can I contact? What can I do?
Is there a solution for this? I see this thread and I see no solutions. This might be enough reason to activate a warranty request since I got my Nuki just a few months ago.
My Nuki 3.0 Pro has also suddenly started to drop WiFi connection on Unifi APs. It worked without issues since I got it in April up until end of last year, at least it was still working in September, when I added some fingerprints to the pad and looked at the connection status.
I noticed a few days ago that it had dropped WiFi connectivity. I did set it up again but after a few minutes it dropped out again, and won’t reconnect.
I have a 2 ghz only ssid setup, and HomeKit integration still works…
@Juergen can you tell me the difference of the WiFi quality indicators? What does the 2 mean and the 15? Because in my network I either have 2 (when nuki is stable connected) or 15 when I have a lot of drops but never other number.
Basically it tells how many data packets the Smart Lock receives on average per minute that are not related to data transfer with the Nuki server.
I.e. if you have many devices in your network that somehow send data to the Smart Lock or distribute data in the network that also reaches the Smart Lock, this value will go up. The lower the value, the lower the power consumption of the Smart Lock should be. The usefulness of this number has changed since the launch of the integrated WiFi, because the firmware became better at ignoring unwanted data before it even reaches the lock. That’s why it is hidden in the App and only used by Nuki support to understand specific problems.
Thank you for the clarification. Although I still don’t quite get why I see either 2 or 15, seems like hardcoded values for different parameters/conditions.
So I installed the 3.8.2. There are less problems (running UI Express and U6+ as WLAN AP). This ONLY works when sending pings every 30 secs (and killing the Nuki-battery). BUT…
Unfortunately that does not mean that there is anything stable, not Nuki Web not the App in the same WLAN, even in the green times NOTHING stable. Sometimes full stable connections for a few minutes.
It is so hard to understand what causes this. @Jaime_Creixems: Does the Nuki Web or the App in the same private WLAN works without a problem?
I changed the UI AP to a Fritz WLAN Repeater in that UNIFI Network, just to see if the AP causes some issues (that worked before on a fritz.box invironment 100% stable). ==> Don’t work. So the Unifi AP is not the bad guy in the drama. It seems that somehow the connection to internet has a problem and then the nuki lock is sulky don’t come back with the tunnel.
I disabled important parts of the Unify Firewall, nothing helped:
Having the same problem for some time now with Nuki bridges that have connectivity issues with Unifi APs. Took some time to find out what the real problem was. Bridges are running firmware 2.17.0. They won’t connect to my Nano-HD APs, no matter what I do. However, when I move them next to an older model AP (AC-M), the connections is perfect again.
A factory reset (hence old firmware) solves the problems also for about 1 day with the Nano-HD AP, and then after the automatic firmware update the problems start again.
So, my conclusion is that there is a firmware issue causing problems with the newer Unifi APs. Hope this gets solved soon…
Interesting to know that the firmware does not downgrade by factory reset. The nano-HD AP works just fine, is up-to-date, and has no issues with any other clients. Only the Nuki bridge will not connect to it (same problem on two different locations). It worked just fine for over a year, and now we have these issues. That is why I suspect the newer firmware.
I will do some more testing to see if I can get it connected to the nano-HD AP by changing the settings. It definitly has no issues connecting to a AC-M AP, what makes it strange.
Ok, now here it comes my UNIFI-SOLUTION on the Nuki disconnect issue (testing 24h). Just right before selling all stuff at ebay I got it running.
1. Summary what DOES NOT WORK:
Setting up the network like it’s shown above or here…
Set a ping every 15 seconds to the smartlock (works bether then without, but finally not helpfull).
A fully open Firewall
Every possible DNS-Server-trick or tweet
fixed IP address
2. Solution: THIS WORKS on a Nuki 3 Pro (using build in WLAN) & Unifi Express and AP U6+:
Firmware 3.8.2 (right now it’s beta).
No ping to the Nuki nescessary
Battery Save to “middle” (seems that this triggers the secret nuki solution of a fritz.box-AX-Issue. Seems that also works on Unifi. It does not work on any other battery setting! @Juergen can that really be or is it a kind of conspiration-theory?).
Own WLAN SSID only on 2,4 ghz (but this is not nescessary, it just safes battery-time of the Nuki)
Network: The game-changer was: 802.11 DTIM Period to 3 (and hey, it took so long to touch this parameter, because unifi warns you to really let the fingers off, stupid)
Network: Lowest speed set manual to lowest speed.
Bind Nuki to the AP next to it (no roaming)
Network: all other cool stuff to make speed or frequ change or things: Just switch it off. Or let it in default settings, just don’t care
Screenshot: The offline time at night shows another issue: After booting the Unifi router the lock needs really long to get online again. Maybe issues of the ISP dissconect and with that a new WAN-IP / DNS thing or so…
Smart Lock 4 Pro doesn’t work with regular firmware
Why does the support is not able to help me for days and days? And do the support know about our infos here? How can we give theres infos to the developer to help other customers? @Juergen
NOTHING stable. Sometimes full stable connections for a few minutes.
