Nuki Smartlock

Dear Nuki Developer Team and Community,

I am writing to express significant concerns regarding the current state of Nuki firmware, the lack of effective debugging tools for users, and the responsiveness of the support system. As a user invested in the Nuki ecosystem, I believe it’s crucial to highlight these issues to foster improvement and ensure the long-term reliability and usability of Nuki products.

The core of my frustration lies with the Nuki firmware, which, in my experience, has been extremely buggy across both stable and beta releases. This instability manifests in various ways, leading to a degraded user experience and a lack of confidence in the system’s reliability.

Compounding this issue is the absence of useful debugging output. When problems arise, users are left without clear indicators or logs to help diagnose the source of the issue. This makes troubleshooting a guessing game and hinders the ability of technically proficient users to provide detailed feedback or find workarounds.

My interactions with Nuki support have unfortunately not alleviated these concerns. Responses are often slow and tend to be evasive. The standard suggestion to perform a factory reset is frequently offered as a catch-all solution, which is not only disruptive but also fails to address underlying firmware or hardware issues, especially when problems reoccur shortly after.

I am currently experiencing several specific, critical problems:

1. Keypad 2 Fingerprint Malfunction: While PIN code entry on my Keypad 2 continues to work flawlessly, the fingerprint sensor has ceased to function. This feature was working correctly initially. Now, attempting to use a registered fingerprint results in the Keypad 2 LED blinking 6 or 7 times, with no successful authentication. This regression in a key feature is particularly concerning.
2. Nuki Wi-Fi Connectivity Problems: Despite ensuring my Nuki device is connected to a dedicated 2.4GHz WLAN network with a strong signal and correct credentials, the Nuki app persistently reports „not connected to server“ or indicates „no internet,“ even when the device clearly has a local network connection. Interestingly, invoking the network status by pressing the Nuki bridge/device button (relevant procedure for displaying network info, e.g., 7 times for some models) correctly displays the assigned IP address and default gateway, confirming its connection to the local network. This suggests an issue with the device’s communication to Nuki’s backend servers, despite a valid local Wi-Fi link.

These recurring issues, where functionalities that previously worked reliably suddenly fail, are extremely annoying. It fosters a sentiment that customers and their reported problems are not being taken seriously, and that the quality assurance for updates may not be as rigorous as one would hope.

We, as users and potentially developers relying on your platform, need:

• More stable firmware releases.
• Meaningful debugging information accessible to users to help identify issues.
• Responsive and technically proficient support that goes beyond generic troubleshooting steps.
• Transparent communication regarding known bugs and expected timelines for fixes.

I urge the Nuki team to address these points with the seriousness they deserve. The innovation Nuki brings to smart access is commendable, but the reliability and support must match this innovation to maintain user trust and satisfaction.

I am open to providing further specific details and logs if a mechanism to capture relevant information can be provided.

Thank you for your time and consideration.

Sincerely,