Hi!
I am trying to update a Nuki Smart Lock Pro 5th Gen to firmware 5.2.2 from 5.0.26 with no luck. I’ve already tried resetting the lock to factory defaults, deleting it from the app and adding it again but the result is the same. This is happenning on both iOS and Android apps. This is the error:
Bluetooth connection is fine, i’m standing next to the smart lock:
Anyone has a solution for this?
Good morning,
I have exactly the same issue. Same base fw and same update.
Seems like an issue internally in the nuki, since the transfer works fine.
Andreas
Hi, same issue here. Firmware 5.0.22. Trying update firmware 5.2.2: Download ok, transfer to device ok, install fails.
Sven
I have exactly same problem. I just received brand new Nuki Pro 5th Gen, and straight out of box it fails to update firmware. Also tried with 2 different android and one iOS device, with exactly same outcome as OP.
Same here. Activation of Matter not possible in addition.
Thanks for the provided feedback.
The team is currently checking what the root cause might be and will come back to you shortly.
We look forward to that @DanielLO . Thanks for your swift support
Same problem here. Already contacted nuki support last week. just received automatic reply with unhelpful solution ideas.
For those only reading and not writing here
I received the advice to reboot my nuki (pressing the button until a red led turns on - release the button afterwards [takes roughly 10 secs]) and let my nuki stay online through WiFi or matter overnight.
This should then trigger the automatic fw update process.
I rebooted the device and tested the manual process without success. Then I performed another reboot to have my device ready for tonight’s automated update.
Let’s see
I hope there will be a solution for those who don’t use a wifi connection and the Thread border router doesn’t have NAT64…
I received the same instruction and was very skeptical but thought well maybe they are changing what they release on their servers or something.
In any case, nothing happened overnight. Everything as usual.
Even a manual update start just now resulted in the same error 
Same result here. As I basically did exact procedure over the weekend, I was not expecting any difference, and I did not get any.
Unfortunately it seems to me that they have no idea at the moment what is causing this problem.
As I just bought Nuki and received it last week, I am very disappointed with the experience so far…
Same here, did as suggested but nothing happened. Hope there’s a fix soon.
Thanks for testing. As mentioned it could take up to two days after performing reboot.
Still we are activelly investigating this and will come back to you very soon.
I just received a note that the root cause was found and a fix is on its way (soon).
Andreas
Did support tell you that?
@DanielLO did in a PM…
I’m experiencing the same issue with my brand new Smart Lock Pro (5th Gen). I received it on Friday, but the firmware upgrade has been failing since I first tried to set it up. The base firmware is 5.0.26.
I’ve tried numerous factory resets, restarts, and setting it up with other devices, but nothing seems to work. Support has been unhelpful, repeatedly asking for the same information I’ve already provided.
I own a Smart Lock 2.0 for many years and have never had any issues with it. Earlier this year, I had to return the Smart Lock Ultra due to latch issues and poor performance. One would expect that the newer generation of products would be better, but in this case, it seems like product development is going backwards.
Same here. I’m really disappointed with my first experience using Nuki.
Brand new device arrived with this issue. And the support? Practically non-existent. This is the first time I experience support over chat only, and they are just asking same useless questions and offer same things that we already know are not working, but are time wasting. Email follow-up was even worse: after a single reply, there was complete silence. No updates, no follow-up, nothing.
I tried to stay optimistic, but with such a poor start, I’m seriously considering returning this half-finished product.
@DanielLO can you confirm that the bug has been found and you’re working on a fix?
