@Stefan_E A fix in the form of a new Beta FW has been released, which in this case requires the installation to be done locally, simply due to the fact that the Nuki Bridge is not connecting anymore to your Smart Lock to automatically install a FW update, which it normally would do if configured accordingly. We are not commenting on speculations as to why this issue was caused but are focused on providing a solution.
To everyone reading:
According to feedback received this fix is working and we plan to publicly release it in the course of this week to all customers. In the meantime, you still have the option to install the Beta FW until then.
As Iāve mentioned previously āIf required, we will follow-up with direct communication to deal with individual cases, such as yours.ā. This is what is going on - also with your individual case and will continue.
The lock went offline due to a bug in your firmware, and now our vacation flat has been offline for the second week. For almost two weeks, Iāve been asking how to get it back online. I even offered to send someone on-site to physically power cycle the lock. Yet after nearly TWO WEEKS, not a single response from your side, and your support team is still unreachable.
By the way, āif configured accordinglyā is an INSULT to all your paying customers whose locks have gone offline. Have you checked any forums lately? People are constantly complaining about Nuki locks going offline after a few weeks. Even on the Airbnb user forum, youāre the hot topic (Iām sure thatās doing wonders for your sales). Ironically, you announced that this beta would fix the bug of locks going offline. How convenient to now blame it on āincorrect configuration.ā
So, just answer this one simple question: What exactly is configured wrong when your locks go offline after 3-4 weeks?
I think it is not too hard to understand that the Smart Lock will install the update automatically if
youāre enrolled for beta (or wait for the public release that has been announced for this week)
automatic updates are enabled (they are by default to my concern) ā¦ thatās what most likely is meant with āconfigured accordinglyā
But in every case someone needs to be locally at your Smart Lock and reboot it once (remove/insert batteries).
There is no way around this no matter how often you request other solutions.
I think it also doesnāt help if you keep referring to a 3 year old feature request for a different product (the Nuki Opener and not the Nuki Smart Lock).
Maybe this 3 year old problem with the Nuki Opener has been fixed already and that might be the reason nobody else commented that ticket for 3 years.
I am asking for nearly two weeks if a power cycle would bring back the lock online but the support does not answer emails and the person in this forum avoids a clear answer.
The lock is registered for the beta but probably auto updates are not enabled as that is a no go for a productive system.
Why is the Nuki support not able to confirm if I can send someone to power cycle the lock so that it can install the beta remotely?
Why is the Nuki support not reachable via phone?
Why is the Nuki support not answering emails?
One of the main advertised usages of the Nuki locks are remote vacation homes. For that reason people usually have the bridge. If the main advertised usage does not work and renders the lock offline then a paying customer would expect clear guidance from support.
Do you need to power cycle the unit or factory reset the unit when you always have that problem? Thatās a very big difference. Support once told me a factory reset is required whenever the lock goes offline. Thats obviously not doable.
Nevertheless your comment āI always have the sameā is very shocking to hear. What is the use of a smart lock if this problem happens so frequently? Constantly having to send someone to fix Nukis problem is a bit of expensive.
Sorry, I did not recognize you asking the āwill a reboot bring it back onlineā question here in the forum.
But you have been posting in so many other topics and honestly I havenāt read them all.
But yes, a reboot will fix it and either youāll enable auto updates (at least for now) and wait till it is installed automatically (once it is public) or have someone in BLE range of the Smart Lock install it manually.
And because you are referring to the general reliability just a side note:
Iām also affected by this issue but Iām using Nuki locks (Gen 1, 3 and 4) at multiple locations for years and this is the first time such an issue occurred to me (I have been locked out of my home but I still carry a key with me as it is necessary for other doors in my building).
Yes, this is really bad and it is out of question that something like this should never happen but nobody is perfect and errors do happen.
But I understand your concern and I also might react differently if I were a new customer and this happens in the first few days/weeks.
Thanks for your post. Since last Monday, Iāve been trying to get a simple answer from Nuki support about whether a reboot might at least temporarily bring the lock back to life. After waiting in the support queue for 20 minutes, the one time I actually reached someone, the answer was a resounding ānoāāapparently, a factory reset is the only solution. It makes you wonder why āsupportā is in their job title, doesnāt it?
And yes, even our vacation flat still has an old-fashioned key lock, but the whole point of the Nuki was to assign pin codes to users, guests, and workers, without having the code become public knowledge. Funny enough, thatās exactly what Nuki advertises as a key feature!
Maybe you can just reset or reboot your lock every time it fails! In our case, we were planning to deploy it across over 300 properties. For that kind of scale, we need a reliable solutionāand, even more crucially, a company with functioning support.
After this lovely two-week experience, Nuki is clearly out of the running for our project, and weāre going back to evaluate alternative options.
Also regarding the new firmware and the announcement I had asked the support if I can power cycle the lock and get the firmware installed via the bridge. Guess what. Nobody dared to give an answer
If the lock is registered for beta and if it is online via the bridge and if auto-update is enabled, the update will be installed over night like any other update (might take up to 2 days until it is installed).
Last Thursday I sent someone to power cycle the lock. Since then it is back online but the firmware has not been installed yet even though auto-update is enabled.
Manual update does not work either. Probably because I am not in Bluetooth range and it does not work via Bluetooth bridge. This is all very frustrating. Probably soon the lock will go offline again due to their firmware bugā¦
But that is strange, if you have remote access to your lock (meaning that you can see its state and can enter the settings) you should also be able to trigger the update. The App connects via the Nuki servers to the bridge (via āinternetā and wi-fi) and the bridge connects via BT to the lock.
Can you enter āFeatures & Configurationā on your App (you should)?
Sure, I can do everything except triggering the firmware update. It fails at 0%
I have Firmware 4.3.10 installed. When I trigger the update it tries to install 4.3.11 and fails downloading it. Maybe they removed 4.3.11 from their servers. Would not be surprised after all what I experienced the past 2 weeksā¦
Auto update does not work. Its not updating anything
/fwupdate responds with {āsuccessā: true} but its not updating anything.
Update via app at least gives an error code: 812
May I remind you that we are going now into the third week of trouble! Connection to the lock is deteriorating already due to your bug in the firmware and without remote boot capabilities this is a major issue.
The problem still continue.
Please ralease the update 4.4.1. Iāve write to be part of the beta program but nobody answers to me.
This is a big problem.
is the SmartLock 2 / Bridge also impacted by this bug? I have also issues when both my opener and smart lock are randomly offline, that is why I came across this thread.