Troubleshooting remote access via built-in Wi-Fi

Your Smart Lock is not available online, although you have activated the built-in Wi-Fi module? Here you can find simple steps on how to establish and stabilize remote access.

Note on Nuki Premium:

We are discontinuing our Nuki Premium service. Did you activate it previously? Don't worry — all features will remain available to you. From now on, selected features such as Remote Access will be included automatically.

  • Update your devices
    Make sure that the latest firmware version is installed on your Smart Lock. Also use the latest Nuki App version.
  • Improve Wi-Fi connection
    Make sure that your Smart Lock has a very good Wi-Fi connection to your router. If the Wi-Fi signal strength is limited, reduce the distance between the router and your Smart Lock to optimize the connection.
  • Check your Smart Lock Wi-Fi settings
    There are advanced settings for the built-in Wi-Fi module.
    To change these settings, enter the settings of your Smart Lock, then go to "Features & Configuration" > "Built-in Wi-Fi".
    We recommend using the “Compatibility” mode if your connection is unstable.
  • Restart your devices
    - Press the button on the Smart Lock for 10 seconds until the red LED lights up. Release the button.
    - Disconnect your Wi-Fi router from power for a few minutes.
    By interrupting the power supply your devices will restart.
  • Reset remote access
    - Deactivate the built-in Wi-Fi module of your Smart Lock in the Nuki App. (”Features & Configuration” > ”Built-in Wi-Fi”).
    - Restart your smartphone.
    - Re-enable the built-in Wi-Fi module in the Nuki App.
Note on Wi-Fi 6, WPA3 and 5 GHz network:

Neither the Smart Lock nor the Bridge currently support Wi-Fi 6, the WPA3 security standard, or the 5 GHz network signal. Therefore, please use a Wi-Fi network with a 2.4 GHz signal and WPA2/3 mixed mode for smooth operation.

Tip:

You can check the connection quality to your device under ”Settings” > ”Connection status”. Limited connection quality does not only affect the stability of remote access, but also power consumption will increase.

Did these steps not resolve your issue? Please reach out to our customer support team.

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