Nuki Lock freezes(goes offline) after a while when connected to Nuki Hub

[Andrecall]

PROBLEM DESCRIPTION

A clear and concise description of what the problem is.
Nuki Lock 4.0 Pro freezes/goes offline after 20-30h being connected to Nuki Hub, stops being available via BT. It happens only when Lock ist connected to Nuki Hub. The Nuki Lock becomes not available even via original app. The only one fix, that works: remove the battery and put it back
Tried with FW 8.34 and FW 8.35 - No changes.

REQUESTED INFORMATION

Make sure your have performed every step and checked the applicable boxes before submitting your issue. Thank you!

• [ x] Read the Contributing Guide and Policy and the Code of Conduct
• [ x] Searched the problem in issues
• [ x] Searched the problem in discussions
• [x ] Searched the problem in the docs
• Searched the problem in the chat
• [x ] Device used (e.g., ESP32-S3): M5 Atom S3 Lite
• [ x] Nuki Hub binary firmware version number used: FW 8.34 and FW 8.35
  • [ x] Pre-compiled
  • Self-compiled
• [ x] Provide the output of http://nukihubIP/info:

Lock config ACL (Timezone offset): Disallowed
Lock config ACL (DST mode): Disallowed
Lock config ACL (Fob Action 1): Disallowed
Lock config ACL (Fob Action 2): Disallowed
Lock config ACL (Fob Action 3): Disallowed
Lock config ACL (Single Lock): Allowed
Lock config ACL (Advertising Mode): Disallowed
Lock config ACL (Timezone ID): Disallowed
Lock config ACL (Unlocked Position Offset Degrees): Disallowed
Lock config ACL (Locked Position Offset Degrees): Disallowed
Lock config ACL (Single Locked Position Offset Degrees): Disallowed
Lock config ACL (Unlocked To Locked Transition Offset Degrees): Disallowed
Lock config ACL (Lock n Go timeout): Disallowed
Lock config ACL (Single button press action): Disallowed
Lock config ACL (Double button press action): Disallowed
Lock config ACL (Detached cylinder): Disallowed
Lock config ACL (Battery type): Disallowed
Lock config ACL (Automatic battery type detection): Disallowed
Lock config ACL (Unlatch duration): Disallowed
Lock config ACL (Auto lock timeout): Disallowed
Lock config ACL (Auto unlock disabled): Allowed
Lock config ACL (Nightmode enabled): Disallowed
Lock config ACL (Nightmode start time): Disallowed
Lock config ACL (Nightmode end time): Disallowed
Lock config ACL (Nightmode auto lock enabled): Disallowed
Lock config ACL (Nightmode auto unlock disabled): Disallowed
Lock config ACL (Nightmode immediate lock on start): Disallowed
Lock config ACL (Auto lock enabled): Allowed
Lock config ACL (Immediate auto lock enabled): Disallowed
Lock config ACL (Auto update enabled): Disallowed
Network device: Built-in Wi-Fi
Uptime: 634 minutes
Heap: 141228
Stack watermarks: nw: 7712, nuki: 2328, pd: 96
Restart reason FW: BLEBeaconWatchdog
Restart reason ESP: ESP_RST_SW: Software reset via esp_restart.

TO REPRODUCE

Steps to reproduce the behavior:
Pair Nuki Lock 4 Pro to Nuki Hub, wait for 1-2 days

EXPECTED BEHAVIOUR

A clear and concise description of what you expected to happen.
Lock continues doesn't go offline after couple days and continues to be available via BT with the original Nuki App.

SCREENSHOTS

If applicable, add screenshots to help explain your problem.

ADDITIONAL CONTEXT

Add any other context about the problem here.

(Please, remember to close the issue when the problem has been addressed)

[technyon]

This sounds really strange, I'm running Nuki Hub (latest beta) for days without issues, as do many other users. It'll be hard to give you specific advice, maybe you can try the latest beta for now:

https://github.com/technyon/nuki_hub/actions/runs/10069081312

If that doesn't help, maybe consider doing a factory reset on your lock, I've fixed a few strange issues like this by just resetting Nuki hardware.

[iranl]

This might be an issue with the S3 (and other non original ESP32's)

I have been experiencing something similar, but because I use Hybrid mode on my devices I'm not really impacted in a big way.

#436 is intended to fix this.

[Andrecall]

This might be an issue with the S3 (and other non original ESP32's)

I have been experiencing something similar, but because I use Hybrid mode on my devices I'm not really impacted in a big way.

#436 is intended to fix this.

So using the latest beta from here should potentially solve the issue then?

[iranl]

No, unmerged PRs are not included in nightlies.

You would need a binary from https://github.com/technyon/nuki_hub/actions/runs/10084431827

Note that updating from 8.35 to 9.0 release/beta/nightly requires a usb/serial flash once using the instructions in the how-to-flash.txt file

[Andrecall]

No, unmerged PRs are not included in nightlies.

You would need a binary from https://github.com/technyon/nuki_hub/actions/runs/10084431827

Note that updating from 8.35 to 9.0 release/beta/nightly requires a usb/serial flash once using the instructions in the how-to-flash.txt file

Thank you for a quick reply! I'll try this version (non-debug, right?) and will share an update. Due to the nature of bug, it could take 2-3 days before I could provide any feedback

[iranl]

Debug version is not necessary

[Andrecall]

Ok, got the results earlier than expected. Unfortunately the problem stays the same: after some time Lock becomes unavailable via BT (neither from Nuki Hub nor Original app). This only happens if Lock is connected to Nuki Hub and not using builtin WiFi/MQTT

[iranl]

Please post the complete output of http://nukihubIP/info at the time you notice the lock is unavailable

[Andrecall]

Please post the complete output of http://nukihubIP/info at the time you notice the lock is unavailable

I think I've already posted it in the original message. Or should I post it for the new FW(9.00)?

[iranl]

It is incomplete in your first post

[Andrecall]

Unfortunately the issue is not solved yet, I'm just on vacation now and therefore not able to collect info data from the Nuki hub. I'll be back soon and will share the required details

[iranl]

First update to the latest beta binaries, than post a complete info page and when this issue persists post serial logs when the issue occurs

[andresledo]

I have the same issue, with the latest beta...

I don't know exactly what is happening but since I installed it I have been experiencing exactly the same thing as the colleague says. When a couple of days pass Nuki hangs, does not respond to bluetooth and stops working the door sensor (still works the countdown to close the door and also the physical buttons).

The only solution is to remove the batteries for 20 seconds and put them back in... I am sure that the cause is the hub, since I have had the lock for 4 months and these problems have started several days after linking it to its integration.

If you tell me how to get the logs I will extract them.

System Information
------------ NUKI HUB ------------
Version: 9.01-beta3
Build: 10494914466.13.1
Build type: Release
Build date: 2024-08-21
Updater version: 9.01-beta3
Updater build: 10494914466.13.1
Updater build date: 2024-08-18
Uptime (min): 3951
Config version: 901
Last restart reason FW: NotApplicable
Last restart reason ESP: ESP_RST_PANIC: Software reset due to exception/panic.
Free heap: 61124
Network task stack high watermark: 8464
Nuki task stack high watermark: 5060

------------ GENERAL SETTINGS ------------
Network task stack size: 12288
Nuki task stack size: 8192
Check for updates: No
Latest version: 9.01-beta3
Allow update from MQTT: No
Web configurator username: ***
Web configurator password: ***
Web configurator enabled: Yes
Publish debug information enabled: No
MQTT log enabled: No
Webserial enabled: No
Bootloop protection enabled: No

------------ NETWORK ------------
Network device: Built-in Wi-Fi
Network connected: Yes
IP Address: 192.168.100.54
SSID: Confrontador
BSSID of AP: 7C:10:C9:EA:EA:90
ESP32 MAC address: 08:A6:F7:A8:7D:60

------------ NETWORK SETTINGS ------------
Nuki Hub hostname: nuki
DHCP enabled: No
Static IP address: 192.168.100.54
Static IP subnet: 255.255.255.0
Static IP gateway: 192.168.100.1
Static IP DNS server: 192.168.100.3
Fallback to Wi-Fi / Wi-Fi config portal disabled: No
Connect to AP with the best signal enabled: No
RSSI Publish interval (s): 60
Restart ESP32 on network disconnect enabled: No
Reconnect network on MQTT connection failure enabled: No
MQTT Timeout until restart (s): Disabled

------------ MQTT ------------
MQTT connected: Yes
MQTT broker address: 192.168.100.8
MQTT broker port: 1883
MQTT username: ***
MQTT password: ***
MQTT lock base topic: nuki
MQTT SSL CA: Not set
MQTT SSL CRT: Not set
MQTT SSL Key: Not set

------------ BLUETOOTH ------------
Bluetooth TX power (dB): 9
Bluetooth command nr of retries: 3
Bluetooth command retry delay (ms): 100
Seconds until reboot when no BLE beacons recieved: -1

------------ QUERY / PUBLISH SETTINGS ------------
Lock/Opener state query interval (s): 1800
Publish Nuki device authorization log: No
Max authorization log entries to retrieve: 5
Battery state query interval (s): 1800
Most non-JSON MQTT topics disabled: No
Publish Nuki device config: No
Config query interval (s): 3600
Publish Keypad info: No
Keypad query interval (s): 1800
Enable Keypad control: Yes
Publish Keypad topic per entry: No
Publish Keypad codes: No
Max keypad entries to retrieve: 10
Publish timecontrol info: No
Keypad query interval (s): 1800
Enable timecontrol control: No
Publish timecontrol topic per entry: No
Max timecontrol entries to retrieve: 10

------------ HOME ASSISTANT ------------
Home Assistant auto discovery enabled: Yes
Home Assistant auto discovery topic: homeassistant/
Nuki Hub configuration URL for HA: http://192.168.100.54

------------ NUKI LOCK ------------
Lock enabled: Yes
Paired: Yes
Nuki Hub device ID: 3930455407
Nuki device ID: ***
Firmware version: 4.3.10
Hardware version: 8.3
Valid PIN set: No
Has door sensor: Yes
Has keypad: No
Timecontrol highest entries count: 0
Register as: Bridge

------------ HYBRID MODE ------------
Hybrid mode enabled: No

------------ NUKI LOCK ACL ------------
Lock: Allowed
Unlock: Allowed
Unlatch: Allowed
Lock N Go: Allowed
Lock N Go Unlatch: Allowed
Full Lock: Allowed
Fob Action 1: Allowed
Fob Action 2: Allowed
Fob Action 3: Allowed

------------ NUKI LOCK CONFIG ACL ------------
Name: Allowed
Latitude: Allowed
Longitude: Allowed
Auto Unlatch: Allowed
Pairing enabled: Allowed
Button enabled: Allowed
LED flash enabled: Allowed
LED brightness: Allowed
Timezone offset: Allowed
DST mode: Allowed
Fob Action 1: Allowed
Fob Action 2: Allowed
Fob Action 3: Allowed
Single Lock: Allowed
Advertising Mode: Allowed
Timezone ID: Allowed
Unlocked Position Offset Degrees: Allowed
Locked Position Offset Degrees: Allowed
Single Locked Position Offset Degrees: Allowed
Unlocked To Locked Transition Offset Degrees: Allowed
Lock n Go timeout: Allowed
Single button press action: Allowed
Double button press action: Allowed
Detached cylinder: Allowed
Battery type: Allowed
Automatic battery type detection: Allowed
Unlatch duration: Allowed
Auto lock timeout: Allowed
Auto unlock disabled: Allowed
Nightmode enabled: Allowed
Nightmode start time: Allowed
Nightmode end time: Allowed
Nightmode auto lock enabled: Allowed
Nightmode auto unlock disabled: Allowed
Nightmode immediate lock on start: Allowed
Auto lock enabled: Allowed
Immediate auto lock enabled: Allowed
Auto update enabled: Allowed

------------ NUKI OPENER ------------
Opener enabled: No

------------ GPIO ------------

[engst03]

Nuki confirmed a bug in their firmware which causes the lock going offline. Might be related.

https://developer.nuki.io/t/nuki-bridge-lost-connection-to-smartlock-4-0/29929

[iranl]

@engst03 Thanks for the info.

I have actually been experiencing something of the same nature as @Andrecall recently. Sometimes my keypad 2 and fobs can't connect to my nuki 4.0 pro. Only removing battery of the lock will fix it. Thread/Matter does seem to stay functional.

I have experienced this behaviour with and without Nuki Hub connected, so this more and more does not seem to be related to NH.

Nuki devs, as I understand, have confirmed that the total amount of connections/queries to the lock do seem to exacerbate/hasten the issues, so that is why/how having NH running can lead to more/earlier issues.

Solution does seem to be on the side of Nuki though and not on our side.

Nuki has released 4.4.1 beta firmware which should fix this bug. I'm going to be testing this myself in the coming weeks.