Nuki Matter Setup with Home Assistant Remote Access not working

[janwidmer]

Hi There,

I have a Nuki Smart Lock Pro (4th gen) including a Keypad and a Door sensor. After the Setup of the Lock, I have setup a Matter Network via Homeassistant on a Intel NUC and Connect ZBT-1 Stick.

According to this page, my setup should support remote access: https://help.nuki.io/hc/en-001/articles/14596875392017-Setting-up-your-Matter-integration

For the Matter Setup on Home Assistant, I followed these Steps: Thread - Home Assistant

For enabling Matter on the Lock, I followed these steps: https://help.nuki.io/hc/en-001/articles/14596875392017-Setting-up-your-Matter-integration#:~:text=Steps%20to%20activate%20Matter,“%20and%20select%20“Matter“.

Everything Worked so far. When I opened the nuki app a little while later, The Matter Settings tell me, that Remote Access is enabled, but not working Correctly:

I then tried to disable Remote Access via Toggle and Enable it again, that makes it turn Green and showing the Checkmark:

Even though it says, that remote access is working, in the connection status, the matter connection is NOT Shown:

When I leave the app and open it later again, it tells me again, that Remote Access is not Working Correctly.

I have already read the thread here Smart Lock (4th Generation) - Set up Home Assistant for Remote Access via Thread where some people have the same problem, but there is not really a solution mentioned.

Any Idea, why the remote access could not work?

[Michigan66 (Roman Bartl)]

I have had the same issue.
No matter if I connect it via Home Assistant or just to use Matter for the lifetime of the battery.
No solution found so far.
Support wasn’t very helpful- just sent a link to general instructions with connection problems.
If there is a solution, it would help

[janwidmer]

In my case it turned out, that NAT64 was not activated on the Open Thread Border router. After enabling it and somehow resetting the nuki (instructions from the support see below) and reinstalling Matter Integration and Open Thread Borer router Integration and the Nuki on Homeassistant, it finally works now…

Instructions from the support:
Restart the smartphone, the hub, and the smart lock, including clearing the internal caches.

1. Remove the battery compartment or power pack from the smart lock and leave it outside of the smart lock for at least 15 minutes.
2. Put the smart lock into maintenance mode: Press the button on the smart lock and hold it down while inserting the battery compartment, continuing to hold the button.
3. Keep holding the button until the top LED segment lights up.
4. Remove the battery compartment or power pack once more and reinsert it after a few seconds. Now restart the smart lock.