Remote unlock suddenly not working - disastrous consequences

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I use Nuki lock to allow Airbnb remote check ins. Had guests arriving the other day and when I tried to unlock the front door it didn’t work. Have unlocked it multiple times on this specific phone without any issues. I’m still able to see the status of the door from the app so it’s clearly connected but when I press unlock it shows “connecting” message and then shows as offline shortly afterwards. It then comes back online again soon after but same issue if trying to unlock.

I fortunately had someone else as a user which I had invited previously who was able to unlock from their phone but it was after the guests had been waiting for quite some time and a lot of stress on my end.

Does anyone know what could have caused this and also how to fix it? I’m currently not in the same country as my Nuki lock now so cannot just do a hard reset via Bluetooth. Makes me very weary to rely on it going forward.

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Which Nuki lock model are you using? Are you using a Bridge?

My setup consists of a Nuki 4 + Bridge and had some issues with the Bridge, so I have it rebooted weekly.

Recently I had an issue where I couldn’t update the Lock’s firmware - I tried everything many times and only when I manually rebooted the Bridge I was able to update the lock’s firmware.

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This is the nightmare situation when you are remotely and have guests who want to enter your Apartment.
I have the same thing with renting out an apartment and I am 2 hours flight away from this Nuki. Therefore I have installed the keypad (which never had an issue), but that’s definitely not the way it should be.
Still hoping for improvements on the connection. Otherwise I will move away from Nuki.

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