Opener only accessable via WLAN

Michael_J · September 29, 2021, 12:38pm

I can only use my opener via WLAN, not via cellular. My door lock works normally. Don’t know what the problem could be. Via WLAN, everything works well.

Can anybody help me please

Stefan_A · September 30, 2021, 10:57am

Hello Michael!

Are you using “Private Relay” on iOS? Please send us your logs via “Help → Contact customer support”, select the device causing the issues and add a remark when the auto unlock was expected. In which country are you located?

You can answer me via DM.

Hartmut_Pfeffer · October 4, 2021, 7:08am

I have the same problem. Do you have a solution?

Stefan_A · October 4, 2021, 7:40am

Hi Hartmut, are you using iOS with or without Private Relay?

Hartmut_Pfeffer · October 4, 2021, 7:52am

I am using iOS together with the Nuki bridge

Michael_J · October 4, 2021, 8:02am

The problem is not only caused by auto unlock, the Opener is never accessable. You can see it on the attached screenshot. Haustür is the Opener (no access), wohnungstür is the lock (remote access given)

I am (only) using Android.

Stefan_A · October 6, 2021, 9:30am

Please contact customer support via “Help → Contact customer support”.