Just for my understanding: why did you also install a Nuki Bridge as the 4.0 has WiFi built-in? Next to a Nuki 4.0 I also have a keysafe âjust in caseâ
only the Pro has Wifi built-in and I do not have a pro. Besides that its a known fact that the Wifi connection consumes much more energy.
Even I have a keysafe âjust in caseâ but it defeats the purpose if I have to send a person to change the number of the safe every time there have been guests in the property or the parcel service delivered a parcel.
They purpose of Nuki + Bridge + Keypad is to assign dynamic key codes. But as I learnt the hard way is that Nuki is not reliable for that purpose. Besides that their support yesterday was just a joke. I will wait today if they manage to fix it and otherwise will have to throw it out and send Nuki the bill.
OK. I have a 4.0 Pro and had massive problems getting it âregisteredâ via Matter in Apple Home, had to try up to 36 times. And after 8 days the lock became âunreachableâ, so I ghad to do the setup again and the same troubles. The Nuki HelpDesk was friendly but could not come up with an explanation or solution other than âwe are working on a new experienceâ
Yes, it confirms my experience. The support was polite but had no suggestion at all how to solve the problem. This product is simply not fit for the intended purpose.
Regarding this forum I do not understand why Nuki completely ignores it.
As there have been x-postings on this topic Iâll respond here:
We are currently investigating reported issues described here related to the Nuki Bridge losing connection to the Smart Lock leading to cases where remote access is not available anymore.
Once we have identified and validated a solution we are as usual going to provide an update here.
A potential short term mitigation to reduce to likelihood of the Bridge losing the connection to the Smart Lock is to deactivate any additional integrations via the Bridge API such as Home Assistant or Loxone that would cause (additional / regular) Bluetooth connections to be opened to the Smart Lock. Also, if possible deactivate the Door Sensor.
Those additional Bluetooth connections in rare cases can lead to the Bridge not being able to connect to the Smart Lock anymore.
As previously mentioned our team is working on a solution that we plan to release in the course of next week, once we have it validated to work based on the individual setups reported to us so far.
We are sorry for any inconvenience caused and will provide an update here once available. Thanks.
Itâs not just about Home Assistant (though, letâs be honest, Nuki probably wrote that plugin during a coffee break). Itâs also about how some countries feel like their internet connections are in a perpetual game of hide and seek.
If only Nukiâs support team would, you know, respond to any of the ten emails Iâve sent themâor, heaven forbid, actually pick up the phoneâmaybe theyâd get some valuable feedback from their customers. But right now, their support team seems to think of customers as the villains in a bad soap opera.
Honestly, if you canât get a handle on those pesky memory leaks, just let us schedule reboots without setting off the calibration drama. That would probably make most customers as happy as a cat in a sunbeam.
@Stefan_E Once again, while we valuable feedback this is a developer forum and posts should follow the guidelines as well. It is not a discussion board about opinions around Nuki products and also not a general customer support forum.
As previously mentioned our team is working on a solution based on the inputs received that we ideally plan to release in the course of next week, once we have it validated to work based on the individual setups reported to us so far.
If there are further updates we will share them here. Thanks
This platform appears to be the only place where communication with Nuki is even possible. Nukiâs support is entirely unreachable by phone, and emails remain unanswered. The one time I managed to contact support last Monday, I was advised to perform a factory reset. Had I followed that advice, it would have resulted in unnecessary expenses without resolving the core issueâNuki locks going offline after a period of time, a problem Nuki has been aware of for at least three years: Remote reboot feature - #12 by Stefan_E.
My frequent posts at least prompted you to inform users to disconnect from Home Assistant, which might delay the lock from going offline but certainly wonât prevent it, as there are other factors causing disconnections.
We are now on day 7 with a lock that has been offline, and in a full week, not a single person from Nuki has provided instructions to mitigate further damages. The only suggestion so far has been the ineffective factory reset.
Given that this issue has been known to Nuki for such a long time, why has there been no guidance on how to mitigate the problem? What is preventing Nuki from advising customers on steps they can take, such as steps a, b, and c, to extend the online time of their locks? Why is this not being addressed?
I agree 100% with Stefan E. Same or even worst problem, no support from Nuki. And this seems the only way somebody from Nuki is listening (hopefully). (I am now 7 years with many Nuki products). @developers:
I bought a Nuki Smartlock 4.0 in April replacing a Smartlock 2.0 (which worked fine, but I thought newer = better). Same as Stefan - the rental holiday home is 2.700km away. After 4 weeks it failed completely. No Bridge, no BT. After reset (batteries out-in) it was working again but showed empty batteries. We replaced with new batteries. After 1 week it failed again, apparently empty batteries again. But this time the motor did not unlock from the turning mechanism. Turning the key from outside was turning the motor. With new batteries it showed empty batteries and after a short time, no BT connection was possible.
Immediately bought a new Smartlock 4.0. This now stopped working (no BT, no Bridge) after 1 week.
Firmware: 4.3.10 - reset with battery out->in it is working again. I am scared this smartlock will fail soon again like the first one.
I sent a ticket via Nuki App to Nuki Support, but 7 days later still no reply.
For the 1st broken Smartlock (bought at Nuki shop) I received a return label (last week) after 7 (SEVEN!) weeks of many emails with the Nuki service until they understood (took them 7 weeks) that there is no BT connection to this device possible any more.
More and more I am coming to the conclusion, it could be a quality problem, not a developer (firmware) problem.
Both Smartlock 4.0 hat the problem that a battery report is not possible. (still not possible)
Either: âFailed to gather device information: unable to connect to deviceâ OR
â⌠generatingâ and nothing happens After many minutes the app must be closed (same with Android and IOS).
Thanks so much for the post. I mean, after weeks of searching for answers, it turns out the magical timeframe for the door opener to stop functioning is about 4 weeks. Incredible, right? And hey, if youâre lucky enough to have more re-connectionsâlike, I donât know, every time your internet flickers (which in Germany happens like clockwork every 24 hours)âyou might even shave off a few extra days! What a treat!
But wait, it gets even better! Three years agoâyes, three whole yearsâsomeone had the audacity to request a simple feature to reboot the lock and clear the leaks. And here we are, still nothing. Not a fix, not a word. And, oh yeah, not even an apology from Nuki. Really keeping that gold standard of accountability, arenât they?
And letâs not forget how Nuki seems completely uninterested in customer feedback, logfiles, VPN accessâbasically anything that could actually help. In my 30+ years in tech, Iâve never seen such blatant indifference. Truly a next-level approach to customer support.
Meanwhile, other forums are packed with the same complaints, but sure, go ahead, Nuki, feel free to delete these posts here. Thatâll definitely restore confidence! Except, whoops, those other forums arenât going anywhere and will slowly chip away at what little trust people have left. But hey, who needs loyal customers or future sales, right?
@Stefan_E@esailor Once again, while we valuable feedback this is a developer forum and posts should follow the guidelines as well. It is not a discussion board about opinions around Nuki products and also not a general customer support forum.
As our teams is currently actively investigating the original topic of this thread (Nuki Bridge lost connection to Smart Lock 4.0) we will keep this thread focused on this topic and will provide updates here.
Consequently, further posts that are not in compliance with our guidelines will be removed as they are not contributing to finding a solution in this case. For qualitative inputs this thread remains open of course.
as our lock with the problem is 2000km away kindly give us instructions on how to install the new Beta FW.
Due to your faulty firmware we are now in week two without remote access to our vacation home. And following other public forums we are by far not the only ones left in limbo
I think you own it your customers to offer a proper solution to get the lock back online without causing additional harm.
@Stefan_E Again, this is not a general support forum.
The instructions on how to install the Beta FW in this particular case have been provided in order to validate a fix.
If required, we will follow-up with direct communication to deal with individual cases, such as yours.
This is not scope of this developer forum. So, please keep this thread clean and follow the guidelines. Thanks.
You need somebody to reset the unit and connect directly with BT. The developers canât help you installing a new firmware if there is no remote access possible. I always have the same problem if unit is offline. Need to send my property manager to reset the unit.
Thanks for your feedback which we are evaluating further internally.
If you happen to have installed the Beta FW to resolve the original issue at hand in this thread feel free to report back if it works for you. Thank you.
The issue with the Nuki SL appears to be a leak, causing the lock to go offline after 3-4 weeks. How can we provide feedback after just a few hours? Are you certain youâve addressed the correct problem?
Additionally, we need clear instructions on how to get locks in productive remote vacation homes
a) back online
and
b) install the new firmware remotely.
We are now entering the second week of asking for support.
Three years ago, there was a feature request to allow users to remotely reboot the lock. Three years later, there is still no indication from Nuki whether this will ever be implemented. Itâs a shame, as a remote reboot could resolve the leak before the lock goes offline.