I decided to upgrade my Nuki 4th gen lock to the 5th gen (main reason is that it is a lot faster) running in to a problem. I’m already talking to Nuki about it but maybe I can get a answer here or some might benefit in the future.
The lock: Smart Lock Pro (5e gen) - Smart slot | Nuki The Smart Lock
So the 4th gen worked just fine, also added to ST over Matter.
The new lock works but I can’t add the lock to the Icloud what apperently must be done.
I’m not using Apple Home, also when I do have the app still nothing happens there? What am I doing wrong?
I set the Nuki app up to add the device over Matter and then I get this screen:
is your iPhone connected to a 2.4/5 ghz wifi network? You should try 2.4 ghz only to see if it resolves the issue for you. You mention it worked previously for another lock… possible it was on the 2.4 band at that time but currently it is on the 5 ghz band and thus failing.
This is an ongoing issue for me with the gen 4.
I got no real help from Nuki at all with it and they blame everything except their product. After a few weeks of problem solving, they reverted back to “show us proof of purchase and warranty, screen shot your issues” - which ive done 20+ times.
They also kept thinking it was a remote access issue, not a matter issue.
Their 2 solutions or thinking is to turn off all your other hubs so only use your smartthings hub. Also tether your lock to 4g. However of course then, your smartthings hub isnt on the same network.
What i did find is that a firmware update solved this for me
Have you deleted the previous lock from the matter devices in ios?
I found an older device worked but the new ios 18 was the issue.
My lock disconnects several times and takes anywhere between 3 and 30 attempts to reconnect. Its clearly an issue with Nuki
I dont mind you tagging me in when you speak to them, nice to know im not alone
That aside is the new lock quieter and faster? Worth the money?
Never knew there was a Matter page in ios! Old lock now deleted. The new one was in there, but no serial number with it so deleted that one too. Tried it again and in stead of the lock symbol I now had the orange home symbol. But… same issue. You need to restart …
With the old lock I never had any issues other then it sometimes didn’t see my phone fast enough and I had to unlock the door with the keypad.
I’m emailing them so can’t tag you there, but I will let everyone know what/if there is a solution.
Quieter? No. But a lot faster and the noise doesn’t really bother me. My main issue was standing in front of the door and waiting for it to unlock the door, with a key I would be a lot faster, now it is faster.
Sofar no luck. Today the message as @welshbryn already said they would:
“Turn off all hubs (I only have one hub that supports Thread) and send the invoice.”
Now I got the mail that said “they want to look into it and will get back to me”.
I did get the service thingy and not he door sensor they offer with the upgrade so either way, something should be done.
Another update, called Apple Care NL today because the problem accurs when connecting to Icloud.
I can’t add the Nuki Pro, but also not the Aqara M3 hub. And I had a brainfart, what if I re-add the Nuki 4.0 I already had connected without any problems?
Also not!
I’m thinking something is up with the link between IOS - Matter - Icloud?
Interestingly, i was told ipv6 may be the issue and to disable it!
I agree its an ios / icloud issue. However i have found that certain zigbee devices caused issues. I ended up deleting and re-adding all of them.
I also found i had issues with a wirless mesh node. Again deleted and re added and touch wood ive found that its more stable.
My lock went offline following a battery charge and i thought “oh great here we go again” but it came back online after 20 mins.
I would suggest clearing the matter locks from ios. Delete them from apple home, reset the lock completely and then try again.
Nuki seem to be pretty helpless with it all tbh and i figured it out on my own.
My lock is so painfully slow so i hope they sort this soon!
