Troubleshooting Matter over Thread connection

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

  • 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.

Matter and Thread logos

Note on Remote Access:

To access your Smart Lock remotely you need Nuki Premium.

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) 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.

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