One of three U400 slow to respond to UWB

Aqara Products
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Had two U400s for a few months, UWB works perfectly. Just installed a 3rd one (finally available from Apple Store, all of them are the deluxe version). However, for this new U400, when I walk up to the lock, the green UWB LED never lights up right away. I have to stand in front of the lock for 1-2 seconds (~1 foot in front) before the LED comes on and the door will then unlock. And ~30% of the time, the LED just never comes on and door will not unlock.

For my other 2 U400s, the green LED will always light up a few feet before I even reach the door (as I am approaching). The difference in reaction time (and sensitivity?) is VERY obvious.

The U400s are all on the same Thread network (and according to the Eve app, they all have green/excellent signals). All are on the latest 3110 firmware, all using default settings. Feels like I got a lemon for the 3rd one? I will be happy to collect logs and do more experiments. I have tried with different Apple Watches, iPhones etc and makes no difference. The new U400 is constantly slow to (or no) respond.

Please kindly advise. I am 3 weeks past the purchase date, so can no longer return to Apple Store :frowning:

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Hi there, it looks like you’re experiencing a support-related issue. We’ve automatically created a support ticket for you and will reach out via the forum email within the next two business days.

If other members have any suggestions or insights on this topic, feel free to share!

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I would look at things that could be causing signal interference in that specific area.

If possible just for testing can you move your Thread antenna device closer to see if it improves the lag/reaction time? Thread can be finicky at times.

4

Are they all running same FW version?

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I’m sure you’ve done it, but make sure you have the latest firmware. Mine had the issue for a brief time then a new update fixed it. Outside of that, maybe phone and/or watch UWB signal strength is being hindered by something? Just thinking of possible causes…

6

Thanks for all the suggestions!

  • The 3 locks are all running on v3110
  • Unfortunately I cannot move the thread router (Apple TV 4k 3rd gen + Ethernet)
  • There is an extra hop (with an Eve smart plug) to the router, but so did the other 2 locks (routed through a different Eve smart plug).
  • And it is literally wide open where I walk up to the lock, no furniture/wall etc

:frowning:

7

On your iPhone/iPad or Desktop Home App open the Home App navigate to the top right three dots …

Home Settings-Home Hubs and Bridges. Turn off Automatic Selection and be sure to select your hard wired Apple TV 4K as the preferred Home Hub.

See if this helps improve your Thread network latency. Auto select is not your friend.

8

I am already on fixed hub selection (Apple TV 4K is always the hub).

9

Thanks a lot for your support!

We’re thinking the problem might be a loose UWB antenna connection. Would you mind sharing your lock’s firmware version and some photos of how it’s fitted into the door cutout?

If this turns out to be a manufacturing fault, I’ll reach out to our after-sales team right away to sort this out for you （Support@aqara.com).

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