Nuki Lock Troubleshooting
If your Nuki lock is offline, please take the following steps to bring it back online.
1.) Login to your Nuki app and try to physically lock and unlock the door from your phone.
2.) Ensure your wifi connection is working properly and that you have not changed the wifi network in the building.
3.) Ensure the distance between the router and bridge as well as the distance between the bridge and the locks is not greater than 10-15 feet. Also please make sure that no walls are obstructing their views to each other.
4.) Ensure you have an optimal bridge-lock alignment, as mentioned in this LINK.
5.) Once you've checked the above, please unplug/replug the bridge and hold the black button for 5-10 sec. It should be glowing and trying to reconnect.
6.) In the App you can check the Connection status and verify if the bridge is still connected to the wifi. The connection between Server - Bridge - Lock should show a solid green line.
7.) If the bridge is not connected to the server (wifi), please click the center of this circle and "Disconnect Bridge" on the next screen" and then reconnect it. Then, reconnect it.
Please feel free to contact us if you have any questions. We're happy to assist!
Security PIN time out
- 5 or more (failed attempts): 30 seconds
- 15 or more: 3 minutes
- 50 or more: 30 minute
Since this is a security measure, there is no way to decrease this timeframe (it is coded that way into the firmware) and there is also no remote way to solve the situation.
The Access Code is installed on the lock but is not unlocking the Smartlock
All codes and other settings are always stored on the Smart Lock.
If an access code is installed (and visible in the Nuki App and in Nukiweb), then the issue most likely lies locally.
Please be ready to answer those questions when contacting support@operto.com
1. What exactly does happen when you enter the code?
2. How often do the LEDs on the Keypad light up?
3. Are all software versions the newest (for the Smart Lock and for the Keypad)?
4. Did the Keypad work and did it get worse over time?
5. Are there any error messages in the "Activity log" when the code does not work?
6. Does a restart of the Smart lock help (remove and re-insert the batteries)?
What kind of batteries to use in the Nuki 3.0 Pro SmartLocks
Please note that alkaline batteries are not as resistant to voltage drops as lithium or rechargeable batteries. Also, low temperatures or many locking actions per day can reduce the battery life significantly.
in case you want to use rechargeable batteries, Nuki solely recommends the use of Panasonic Eneloop Pro which has been tested with their products.
More information can also be found here: https://support.nuki.io/hc/en-us/sections/360005886977-Power-supply