I’m on Firmware Version 5.5.5 with my Nuki Smart Lock Ultra. Today I entered my Home and the Door was opened amd the latch was pulled by the Nuki Ultra.
But then it kept puling the latch ever and ever again.
I had to push the button to abort this operation.
This also happens when I try to calibrate and calibration fails.
So currently I can’t use my Nuki Ultra anymore because ai can’t get it to calibrate anymore because it is pulling the latch and spinning forever.
Don’t know if this is related to the Beta Firmware or it is a Hardware Problem.
any transparent feedback would be very welcome. Is anyone actively looking into the reported issues? Is this a software problem? A hardware problem? Or is it still under investigation? Will there be any new beta firmware rolled out?
Any update would be appreciated — just to know whether someone is working on these topics or if customers should rather consider switching to alternative suppliers.
Yes, we are actively looking into it and will release a new beta once we have it tested internally.
Unfortunately the problems described do not happen with every lock and not on every door (otherwise there would be more people writing here). Which is why we rely on your feedback and which is why we are doing betas after all. Sorry for the inconveniences caused, we hope we can provide a new beta within the next few days.
Just updated from the public release to the beta, can confirm the motor blocked issues aswell. every 3rd-ish attempt it just blocks and wont unlatch. I have to manually release the lock from the door to make it stop. Very annoying.
Since 5.5.5 update when i unlatch lock, it unlatches, but imediatelly it locks the lock so i have tu unlock it manually to close door, recalibration done twice…
I hope for a fix as soon as possibile, today my wife spent about 2 minutes in front of the door with motor blocked…I’m near to launch the key through the window, it drive me crazy. If problem persist I will return the product. My door is mechanical perfect and I’m using your NUKI cylinder…so c’mon devs…
ps: I think that this issue is related to a motor failure…strange sounds become from the key if I try to press the button tu unlock and after successfully unlocked if you rotate manually the key some “noises” come from the knob…
The lock was too weak and did not fully pull the latch. I.e. wife could not enter. In which position was the lock? Still locked, unlocked or somewhere close to beeing unlatched?
Retries from your wife via keypad on the outside did not work?
You were on the inside and pressed the button on the lock (thats whats in the log) and i suspect that the lock did not move. When turning the lock manually by hand, was the mechanism blocked (i.e. the clutch of the lock engaged)? Did you try manual turning in both directions?
How was the situation finally resolved?
Does your lock unlock/unlatch in clockwise direction or counter clockwise (when looking at it from the inside)?
Any answer would be helpful in order to properly understand the problem. Thank you!
Yes I have a Smart Ultra model bough on May with also the nuki universal cylinder
Your wife unlatched the door via Keypad
Yes we have the KeyPad2
The lock was too weak and did not fully pull the latch. I.e. wife could not enter. In which position was the lock? Still locked, unlocked or somewhere close to beeing unlatched?
The door has been opened successfully, but as reported by other users, it was left unlatched due to the blocked motor.
Retries from your wife via keypad on the outside did not work?
My wife was able to open the door because Nuki opened the door successfully but the problem was after
You were on the inside and pressed the button on the lock (thats whats in the log) and i suspect that the lock did not move. When turning the lock manually by hand, was the mechanism blocked (i.e. the clutch of the lock engaged)? Did you try manual turning in both directions?
I suggested to my wife to try to click the button (previously happened to me and seems the button solved the problem but not 100% sure) but she said to me that every time she was clicking the button she heard a little movement similar to: zzz…zzz…zzzz…seems the motor try to rotate itself back and forth without success. The manual rotation of the Knob is impossibile because the motor is more powerful of her hand and was blocked. I suggested to my wife do not put strength to manual rotate the knob to avoid to damage the internal plastic gear.
How was the situation finally resolved?
who knows? after 2 minutes the key released the door latch…she tried to click the button but didn’t works and at the end I tried to open via app and the latch has been released…coincidence? who knows
Does your lock unlock/unlatch in clockwise direction or counter clockwise (when looking at it from the inside)?
my lock can be unlocked clockwise when I look it from inside. The Nuki Universal Cylinder has been installed very well my me and the opening is very soft
(my two cents: The door has been opened successfully, but as reported by other users, it was left unlatched due to the blocked motor. At first, the lock did not show this behavior, but after some time I started to notice humming and whistling noises during the latch opening, when the motor ‘pulls’ and remains under tension. This issue is now occurring more frequently. I think is a motor or mechanical failure .
Just in case you are not able to reproduce the issue: here at my home it happens at least once per day. If you would like to send me another lock to double-check whether it’s a hardware issue, I am happy to support!
Initial post has been updated with the release notes of the new Beta 5.5.6.
This release builds on the feedback received during the ongoing Beta phase and introduces targeted improvements to ensure smoother and more reliable operation, particularly for latch-pulling functionality on the Smart Lock Ultra and Pro. These enhancements are designed to improve consistency in performance across different door setups, further strengthening overall product reliability.
We highly appreciate the numerous feedback provided from all out Beta testers and are eager to improve our products to achieve the best in class user experience. Please install this newest version and provide feedback in this channel in order to further shape the experience.
Currently I’m waiting for replacement after submitting my Address and Invoice on Thursday.
I also installed the new Beta Firmware but it didn’t change the behaviour. So I guess the Firmware might have caused the damage but now it may be too late to fix it with software, so I need a replacement.
Since I’ve installed 5.5.6 I witnessed no motor blocking issues so far.
However, sometimes it seems to pull the latch not completely. So it turns but the door will not open.
Also after re-calibration. Most of the time it works, but sometimes not.
Did someone witnessed the same?
Updated to 5.5.6 and calibration on sunday. Motor blocked and unlatch issue today. So this is not solved yet. I have to look how often it happens. Before update it was at minimum twice a day.
Initial post has been updated with the release notes of the new Beta 5.5.7.
Thanks to your comments and support we aimed to increase the Smart Lock reliability and bring this new Beta with fixes to prevent missbehaviours during lock/unlock actions.
We highly appreciate the numerous feedback provided from all out Beta testers and are eager to improve our products to achieve the best in class user experience. Please install this newest version and provide feedback in this channel in order to further shape the experience.
Can’t you do more about the reliability of auto unlock?
Sometimes I wait 30 seconds and occasionally the 3 points that must be met are green checkmarks and nothing happens at all.
