Troubleshooting for MQTT activation

This article concerns:
  • Smart Lock Ultra
  • Smart Locks (4th Generation)
  • Smart Lock 3.0 Pro

In this troubleshooting article, you'll find solutions for errors that may occur during the activation and configuration of your Smart Lock with the MQTT protocol. You'll learn how to update your firmware, connect your Smart Lock to the network via Wi-Fi or Thread, and ensure you're using the correct MQTT protocol version. Make sure to check that the client identifier is unique to each connected device and that your username and password are correctly authorized by the MQTT broker.

Troubleshooting steps

  • Update the firmware of your Smart Lock
    Learn more about how to update the firmware of your Smart Lock.
  • Connect your Smart Lock to your network
    First activate the built-in Wi-Fi module or Matter via Thread and connect your Smart Lock to your network.
  • Make sure that the protocol versions match
    During configuration you can determine which MQTT protocol version should be used when making a connection to the server. If the MQTT connection cannot be established, check the configuration. Version 3.1.1 and newer are supported.
  • Check the “identifier”
    The client identifier is a string that clearly identifies a MQTT client. Every identifier must be assigned to an individual connected client.
    If the app indicates that the MQTT connection cannot be established due to an incorrect identifier, please contact Support Team.
  • Check username an password
    The MQTT connection cannot be established if username and password are not authorized for the MQTT broker. Please check your configuration.
Security note:

Although authentication with username and password takes place, communication between Smart Lock and broker is not encrypted. The MQTT connections are always established on port 1883. There is no additional encryption beyond the Wi-Fi encryption when using MQTT via Wi-Fi. This means that the security follows the security level of your network. However, you can limit the communication via the interface to exchanging information only. In the Nuki App you can define if locking actions can be executed via MQTT or not (”Configure MQTT” > ”Allow locking”).

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