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?
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).
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.
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:
- In the Advanced Users app, enter the “Hubs” section
- Enter the corresponding Hub and click on “Dump Hub logs”
- Confirm the process by clicking on “Dump Hub logs” again in the pop-up.
- You’ll get a green box at the top confirming the Hub logs were requested.
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.
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!
this has started to happen to me. No other matter devices going offline, just this Nuki lock.
its the worst matter device ever in my experience. Govee, tado, ikea, they are rock solid and pair instantly. This is 3 feet away from my hub and exactly as above, without warning just drops off having worked for ages
Recently its been going on and offline a few times a day!
When it doesn’t come back online, its impossible to get it to pair without several attempts!
H
Nukis support is less than helpful
@nayelyz was anything found to be causing this?
Hub access granted and hub logs dumped. Device went offline approx 16:45 uk time and has just come back online
Thanks
Hi, @welshbryn
We didn’t have enough information to open a report about this. From the SmartThings side, we can check if the device is going offline because it’s not responding to the ping from the Hub. To do so, we need the info I mentioned above:
Hi. Yes hub access is granted, hub logs dumped and its been going on an offline today several times. I submitted the logs today adtee 17:00 gmt the device went offline around 16:45 and came online again around 17:30/45
It had done so several times today (16/01/2025) UK time
Device is called front door
Thanks
Thank you for the information, @welshbryn.
I opened a report for the engineering team, I’ll let you know once they provide their feedback.
Hi, @welshbryn
The engineering team checked the hub logs and stated that it is difficult to ascertain anything outside of the fact that the device is having trouble connecting to the Hub.
They observe long periods of inactivity, during which the hub attempts to establish contact with the device. At times, initial contact is made, followed by more inactivity, and subsequently a timeout due to the lack of response.
Since @MichaelO8 solved his issue by performing a factory reset on his door lock, it would be a useful thing to try.
Hello @nayelyz
I have faced this issue again 2 days ago and another way to fix it is to remove the lock from ST and disable the matter connectivity on Nuki and re enable it again. Then reconfigure the Nuki with ST again.
The lock got disconnect again today. My logs have been enabled since the issue last month if you can have engineering team to have a look please.
Hi, @MichaelO8
We can also check if this happened because the user is unresponsive when the health check is performed but we need a timestamp (Date and time including your timezone to find the event in the Hub logs) and for you to submit the hub logs as soon as you notice the device going offline. This is because the logs of such events can be lost by the time we try to get them for you, also, I tried using the email you have registered here and we don’t have access to your account.
Ive finally had a more detailed reply from Nuki
I changed the settings and my Lock seems stable again. Hopefully when pinged it gets a response and does not drop offline.
That said, the lock was working for some time before going offline so what has changed?
Router is the same, hub position is the same, battery is sufficient.
Just seems to be an issue with this lock
Hi, @welshbryn
The engineering team checked your last logs, and they saw the following:
Based on this, it seems the device stops responding for some reason. I don’t know if you’ve checked for interferences in the environment, like a baby monitor or other routers with a strong signal.
Your Nuki is connected via Thread.
Turn off WiFi on your Nuki! You don’t need it at all for the remote access features - especially since we have NAT64. If WiFi is enabled on your Nuki it will interfere with the Thread connection.
And as I said here, your Thread mesh network will improve when you add Thread router devices (bulbs, plugs).
My Nuki Ultra prefers the Aqara H2 Wall Switch in the bathroom over the direct connection to the hub, which is only five meters away:
Ok. ill try that again but it didnt help last time sadly. I have no other thread devices to my knowledge, only older Zigbee.
Will i also lose access to the lock via the app if wifi is off?
I have no hardwired aqara devices. My smartthings hub is 1.5m away from The lock.
Also. Another issue i seem to have found with my Hub. It does not show me connection path for ANY device. It says return in 20 mins!!
Thanks
I know and I told you why that’s bad. An IKEA bulb here and there would make a huge difference.
Will i also lose access to the lock via the app if wifi is off?
As I said before: you won’t lose any features, but you’ll gain a much more reliable Thread connection and three months of battery life, by the way. The WiFi part and the Thread part in your lock use the same antenna…
Click on the i in the connection status page of the Nuki app for more information:
My smartthings hub is 1.5m away from The lock.
My hub is about 5 meters away, the Aqara H2 in the bathroom about 20 m behind a wall/door. I have never seen the Nuki Ultra directly connected to the hub. For a while it had a relationship with the Nanoleaf Essentials strip in the kitchen. I have plenty of Thread routers in every room and it still chooses the weirdest connections.
Edit: to be precise, not every device that can be a router becomes a router in the mesh network. It’s highly dynamic and it’s not really the end device that makes the decisions.
Ok. Do Hue bulbs count? Ive got plenty of them knocking about
Thanks for your help again. This has been the most frustrating of devices
No. Hue is Zigbee, your Nuki lock is Thread.
Personally, I’d actually recommend Nanoleaf bulbs, because we still don’t know how well IKEA bulbs act in a Thread mesh network.
