Smart Lock offline

Discussion Questions
123

Hello @Stefan_E,

thanks for your feedback which we will align internally.

In general, please keep in mind that there are multiple factors in the equation when
it comes to a Smart lock being “offline”, such as that your internet provider might experience
issues as well from time to time which we simply cannot control on our end, or your individual
setups.

We of course aim to provide a simple solution to everybody.
But there are also individual factors involved as mentioned above which might need to be tackled
on an individual level.

@Svetoslava_Atanasova and @Stefan_E It might make sense that you try to join the Nuki Beta FW program (Nuki Smart Lock Beta - Nuki Developers) as there you are able to also test and validate Beta releases which might contain stability improvements. If that is something you want to try feel free to join the Beta program to provide and align further insights on your individual issues.

Thanks

125

Dear Mr Kerstner,

as you know it is not the Internet Provider as the bridge is perfectly reachable. But even on day 4 your support has not yet asked for access to the bridge which we could supply.

Regarding the Beta. We are not paid to debug and bug fix your problems. We are using the locks in in productive environments.

Additional to that. Please improve your customer support. It is unreachable und not responsive at all.

Nuki left us stranded with one of our vacation flats and we are waiting now for 4 days for a solution!

126

Hello @Frank4,

thanks for your feedback which we will align internally.

While I understand your frustration I merely wanted to point out that there are additional
factors involved that might lead to this individual situation.

Regarding the Beta: It’s not about debugging and fixing bugs, it’s about providing additional
opportunities to validate potential improvements before they are publicly released. This is where
we can include feedback for further improvements.

Finally, to confirm, our tech teams are further investigating this issue which most likely will result
in a Beta release which you are free to test to validate for an improved situation. We will update
the progress as usual through the Beta release channel.

@Stefan_E @Frank4 @Svetoslava_Atanasova Would be great if you can send me your Smart Lock ID
via PM in the meantime so that our team is able to collect further info on your individual setups.

Thanks

127

Hello,

4 days we are now locked out. I offered your support guys logfiles (I had to force them to accept it), offered them a network connection to the bridge etc (which they never accepted). You have been all the time in CC to the emails I had sent. Now after 4 days you are asking for the Smart Lock ID? Thats one of the first things your support guys should ask for.

Regarding the Beta. We use your lock for productive vacation flats you left our guest and stuff stranded and locked out for 4 days. Now you want us to beta test in an productive environment?

128

When can I expect to get access back to the vacation flat?

WE ARE WAITING NOW NEARLY 4 DAYS

129

A second lock went offline. As usual Support is not reachable and not reacting on emails:

{“bridgeType”: 1, “ids”: {“hardwareId”: xxxx, “serverId”: 2085805239}, “versions”: {“firmwareVersion”: “2.18.0”, “wifiFirmwareVersion”: “2.4.0”}, “uptime”: 305, “currentTime”: null, “wlanConnected”: true, “serverConnected”: false, “scanResults”: [{“deviceType”: 4, “nukiId”: xxx, “name”: “Nuki_xxx”, “rssi”: -60, “paired”: true}]}

130

@Stefan_E Let’s keep this developer forum clean for every to read. I have sent you a PM.

For @Frank4 @Svetoslava_Atanasova feel free to PM me your Smart Lock IDs as previously mentioned.

In general, this thread / discussion here is quite old and contains a mixture of different topics which might cause more confusion than gain.

Thus, in order to not mix up individual issues we plan to close this thread.

For developer related questions / discussion feel free to then use one of the other existing thread of create a new one. For support assistance please reach out to our support team.

Thanks

132