can it be that there is a serious flaw in the way how the install guide in the Nuki app calculates the dimension for the universal cylinder? When I follow the measurement guide to the letter I end up with the cylinder being much shorter than the old one that I removed from the door. It doesn’t fit on either side. The inner side is too short, and the outer side is way too short. According to the guide I should have removed two of the pre-mounted extensions on the inner side, and no extension necessary on the outer side. To make it fit actually, I had to rearange the extensions on the inner side, and add the 40mm extension for the outer side.
So I was able to install the cylinder finally, but the guide in the app was entirely useless.
Hello!
the calculations for the cylinder installation were tested thoroughly on various doors and various cylinder lengths and it was adapted if needed.
if the steps, which are also available on the Ultra mounting installation page, where followed and entered correctly, the cylinder should fit pretty well for the Ultra installation.
if you came across that it doesn’t fit, it would be the best for us if you could provide feedback containing:
the measured values from the old cylinder
the suggested values for the new cylinder
the used values for the new cylinder
via support ticket, which can be created via the Apps (Menu → Help → Contact Customer Support)
I have the same issue. My current lock messures 30/45 (inside outside) with zero overhang. That results in adding the 10 and 5 spacers and 45 bar for the outside and removing the I, I and III spacers (leaving IIII) on the inside. The cylinder is then way to big. Going back in the app and setting 30/45 again now suggests using the 10+5 spacers again but completely remove all I,II,III and IIII spacers in the inside. What the heck? Indeed the cylinder then becomes 30/45 but since the baseplate takes a little bit of depth from the inside the lock is too short and the side way mounting screw doesn’t align. I added the smallest spacer on the inside and then the sideway screw fits but when I rotate the lock it’s stuck, unless I loosen the screw. When I tighten it again the lock is blocked. Trying again: now the app suggests to use the 10 spacer and 40 mm bar for the outside. That is the third combination for the same input parameters!
I eventually found a combination that seemed to work but only when I do not tighten the sideway screw. If I do then the lock becomes stuck.
15 minutes of installation? Nah… I spent two hours.
After talking to support they suggested it’s a 29/45 lock. So tried that. Now the app suggests an outer spacer of 20 and keeps insisting on removing all on the inside. But again the second time it suggests leaving number II on the inside.
The 5 mm extra only causes the security rosette on the outside to protrude more and is useless, I fail to see how this relates to 29 vs 30 mm in the inside. But long story short; also now the cylinder does not work well when the sideway screw is tightened, I need to keep it loose and on occasion the outside key becomes “stuck”.
I had similar problems.
35mm inside + 1mm overhang.
35mm outside + 1mm overhang.
It told me to use the 44mm bar so ended up way too long and I had to figure out the correct modules and screw essentially on my own.
When k tries to go back to check I’d entered the measurements correctly it didn’t show what I had entered it just defaulted again.
did you do the installation flow during the setup of the Smart Lock or did you start it via the help menu?
Basically we tried to reproduce your issues, but couldn’t do so - we always get the same measurements/adjustments as well as the entered values were in place when going back in the flow.
I am on iOs 18.3 (public beta).
Nuki App 2024.12.2 (latest IOS app)
Originally I did it during the lock setup flow, but I reproduced it through the help menu for this post.
I have a screen recording of the process.
While you’re here, I’d be really grateful if you could nudge someone to look at my support tickets.
(#554244 / #554029)
I installed my brand new lock 28-Dec and on the first day it smashed it’s yellow adaptor so is useless until we get a replacement. I’ve ordered some adaptors now as I couldn’t bear to wait any longer.
So a response and a refund on the adaptor order would be amazing.
If you want to know more details to figure out what it was doing when it smashed the adaptor, let me know.
It seems better on there, so looks like an iOS 18.3 public beta issue.
on 18.1.1
It does remember the main measurement when going back through the flow.
But it changes the overhangs from 2mm to 5mm.
Also, I think it’s potentially confusing that you use yellow to show parts being added to the outer length.
then you use yellow to show items being removed from the inner length.
iOS 18.2 and the current latest app. I used both the installation flow and the help flow and both give me varying advices with identical input parameters.
Unfortunately I had to return the lock as there was also a physical problem with the motor unit, on closing manually it mostly blocked after 1/4th rotation, only to unblock after rotating it a bit in the open direction. This happened both with the key and the knob.
Via the help function I’m currently getting consistent advice, although wrong. For a 30/45 with 0/0 overhang I’m advised to add the 45mm bridge with the 5 and 10 spacer, this results in a correct 45mm outside. For the inside I’m advised to remove I, I and II and only use IIII. This is wrong, this gives too much room between the baseplate and my door. Originally I was advised to remove all spacers and this leads to the inside being snug with the door surface, but you need additional 2 mm for the baseplate mount. For this I had to add spacer II (and nothing else) and that fitted my door.
I can’t test the setup flow since I no longer have the lock due to the return.
I had the same issue when onboarding with the iOS app. My existing cylinder is 35/35.
Going through the Nuki app, it would recommend completely incorrect extensions, and on different occasions would suggest different extensions from the previous attempt.
Going back through the wizard, it appears the inner and outer dimension setting would change to something else from what I selected.
In the end, I just had to end trial and error to get it to fit in my lock. Definitely an app error.