Does your Matter integration not work as intended? Here are a few simple troubleshooting steps to stabilize your Matter over Thread connection.
Error description
- You have successfully connected your Smart Lock to your Smart Home Hub. However, your Smart Lock is displayed with "No response" or similar.
- You receive an error message when you try to connect Smart Lock and Matter Hub. The connection cannot be established.
Troubleshooting tips
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Matter activation failed: Check hub
Does your hub support Matter over Thread? You can check for Matter & Thread logos on your hub or hub packaging or review this list of Matter-capable hubs. Note: Not all Matter-capable hubs support Remote Access via Thread.
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Update Nuki Products
Ensure that the latest firmware version is installed on your Smart Lock and that you use the latest Nuki App version -
Update Matter Hub
Check if a software update is available for your Smart Home hub. For example, here's how you update your Apple HomePod or your Apple TV. -
Restart Smart Lock
Press the button on the Smart Lock for 10 seconds until the red LED lights up. Release the button. -
Restart Matter Hub
Unplug the hub and reconnect it. If you have more than one hub, unplug all and reconnect only the one closest to the Smart Lock.
This will restart the devices and may resolve connection issues.
Additionally, here are some examples of how you can restart your HomePod or Apple TV. -
Set up your Matter connection again
Delete your existing Matter connection and set it up again. -
Contact hub manufacturer
Please contact the support team of your hub manufacturer.
Note on Apple Home:
Recently, we've received reports that the Matter integration of the Smart Locks in Apple Home isn't always running smoothly. The following issues have been reported and partially verified:
- Unfortunately as of now, a Matter connection can be established directly with an iPhone as well, instead of your Matter hub. Some iPhones (15 Pro, 16 Pro, 16, 17 Pro, 17) have a Thread radio and can create a temporary Thread network to which a Smart Lock can be paired. This network cannot be used for a Smart Lock after the initial pairing. The connection would be lost as soon as you leave your home, your smartphone runs out of battery or your smartphone simply turns off the temporary Thread network again. A Thread border router is required for maintaining a connection.
- We've received reports of connectivity issues when using Apple TV as a Thread Border Router. Users have noticed that the Thread network's range decreases when streaming via Apple TV.
We're actively working on solutions for these issues. However, some aspects of these challenges are beyond our immediate control and cannot be resolved solely on our end. If you have any questions, please don't hesitate to reach out to the Nuki Support.
Note on a second Matter hub
Would you like to pair your Smart Lock with another Matter hub?
- Using the Nuki App, you can easily do so. Go to "Settings" > "Features & Configuration" > "Smart Home" > "Matter" and tap on "Add to additional system".
- Using the Smart Home app, you need to first create another Matter code via the Smart Home app you are already using. You can use this code with the same app as well as other Smart Home apps. For more information, please refer to the instructions for your Smart Home app.