Devices going offline after firmware update 59.8

Devices & Integrations
1

After the firmware upgrade, my Nuki lock 4G pro went offline, while it had been working for months with no issue before this last upgrade.

I removed it from Smartthings and re added it again, and it keeps going offline until a power restart for the hub and the lock. Also I added a new Aqara Matter Door Sensor P2 and it went offline shortly after it was added.

Any idea please?

Any help?

Aeotec Smart Home Hub 2/Aeotec Smart Home Hub/ThingsOne/2018 Model Hub Firmware Release Notes - 0.59.8
2

How many Thread router (AC powered) devices, like plugs or bulbs, do you have in your network?

My Nuki Ultra prefers one of my Eve Energy plugs in the kitchen as a router, despite being located close to my Aeotec Smart Home Hub 2 (V4).

Screenshot_20251215_211000_SmartThings
Screenshot_20251215_211000_SmartThings1200×1765 105 KB

3

Thank you Andreas for your swift response.

I don’t have any Thread routers in my setup. Thing is Nuki has been working really fine for months with minor incidents where it goes offline for 10-15 minutes and back online by itself. Since the last Aeotec hub v3 firmware update and the new Matter 1.5 it drops all time and never back online unless I power reset both the Nuki and the Hub.

I live in an area with many power interruptions and my Hub is connected to backup UPS, so relying on an AC powered thread router isn’t the best solution for me.

My solution will be either hope Samrtthings releases a fix to get the Nuki to work back normally without relying on any routers, like it has always been in my case. or find a DC powered thread router (do you have any recommendation)?

really hoping ST releases a fix soon.

4

Hi, @MichaelO8
To know if this is a bug, the engineering team needs to check why the devices are going offline. So, please help us collect the following information:

  1. Open support access to your account:
  1. Then, provide the names of the two devices that go offline
  2. The next time they go offline, take note of the date and time when it happened and share it with us including your timezone
  3. Then, submit the hub logs (this is after the offline event happened so the events are registered there)
Instructions
  1. In the Advanced Users app, enter the “Hubs” section
  2. Enter the corresponding Hub and click on “Dump Hub logs”
  3. Confirm the process by clicking on “Dump Hub logs” again in the pop-up.
  4. You’ll get a green box at the top confirming the Hub logs were requested.
  1. Since they come back when you reboot them, submit the hub logs after the hub finished rebooting. (same process as the instructions in #5)
5

Hello Nayelyz,

Thank you for your reply and for reaching out.

I have fixed the issue by factory reset the Nuki lock and deleted it from ICloud. Also from the hub I deleted the lock completely.

I then re-added the lock back and it worked back normally. I assume after the Matter upgrade to 1.5 on the Aeotec hub, the Nuki somehow crashed and required a factory reset rather than a simple disabling and removal as a matter device from the hub. Also the Aqara P2 sensor stopped disconnecting right after this, still wondering if this could even be related.

Definitely there is a bug somewhere that was bypassed by the workaround of resetting the lock, but can’t confirm whether it is on the Nuki or the Aeotec Hub.

Not sure if you get the logs at this point will be useful. Please confirm so I grant the access.

Thanks again for your support.

6

Hi, @MichaelO8
Thank you for sharing how you solved it! If it’s been more than 12 hours from the last offline event, the logs are gone (it can be sooner depending on how “chatty” your devices are).
So, in case it happens again, remember to provide that info. Have a great day!