Nuki devices (locks) suddenly offline since 2/4/2024

Devices
1

I noticed that both nuki locks were suddenly offline since yesterday 2/4/2024. I tried several times to repair, delete the Nuki app and recreate the devices, but they are still offline (device unavailable).
Could you help me to solve this issue?
Thanks
Jos

2

Hello and welcome to our Forum.

You share too few details to get a clue, so here’s a couple of questions I’d like you to answer:

  1. Which Homey model?
  2. Which Nuki locks?
  3. Which Nuki app?
    (‘Nuki’ app from Athom, or ‘Nuki Direct’ Community app)
  4. Do you use a Nuki bridge?
  5. Did you put in a new set of batteries, just to be sure Bluetooth / wifi works?
  6. Does it work from the Nuki smartphone app?
  7. Can you think of anything that changed around April 2nd?

Also pls read Welcome to the forum!

3

Hello,
Thanks for your help.

  1. Homey-pro-2023
  2. One smart-lock-2 and one smart-lock-3
  3. Nuki app from Athom
  4. Yes I use a Nuki bridge
  5. Batteries are checked.
  6. In the Nuki app everything works.
  7. not at all. Both locks were online and working from the moment I installed Homey-pro.

I also tried to add the locks directly to Google Home, I get the same result - off line

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4

Thanx for the additional info!

So, it’s only not connected / connectable between Homey and Nuki bridge, and also not between Google and Nuki Bridge…

Makes me think,
When you’re at home, your phone probably connects to the locks using Bluetooth →
is it possible to control the locks when you disable the phone’s wifi & Bluetooth, and use it with the mobile data connection?
This to verify the Nuki bridge is (un)reachable, or if something’s wrong with the API (= connection to Nuki from non-Nuki devices).

5

This morning there is one lock that is back online for Homey (frontdoor), the backdoor lock is still offline.
A couple of repairs did not help nor did the delete and recreate of the lock.

I did the test you asked for. Iphone without Bluetooth and without Wifi, can lock/unlock both locks .

6

Hello,
I finally found the solution.
First I deleted the Nuki app and I removed the bridge (no power). Then I installed the Nuki app again and created the 2 smart lock devices. Both of them were off line.
Next I activated the bridge again, and bingo, both devices came online.
Don’t ask me why, but for the moment the problem is solved.

Thanks for your help
Jos

7

That’s really odd, but I’m glad things are back online now, Jos!