Netatmo Relay (Thermostats & Radiators) cannot join Apple Home (HomeKit)
I recently had to perform a full reset on my Relay unit (long press button - glowing LED and then five flashes) since it had stopped responding to the app and to HomeKit. It could not ping it over the network either. I have not changed the WiFi password or name, or any other configuration. The Relay has been working well and stable for years - quite literally.
After the reset, I used the app to join the Relay to my network and it resumed normal operation with the Netatmo software. However, I am now unable to complete my setup - the Relay will not join HomeKit. If I use the Energy app to try to join, or if I use the Apple Home app I get the same result. After the Relay has been activated (app scans the QR code on the front of the product) there's a short delay and then an "Unknown error has occurred".
I've opened a support case. No response yet. I've tried this several times and no luck. I know what I'm doing with networking, Apple stuff, etc - I have a fairly comprehensive home automation system installed. This is something new - within the Netatmo world, I'm certain of it.
Anyone else seeing this. Anyone know any magic spells to workaround the issue? I've been waiting for nearly a week for Netatmo support to answer my case....
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I’m having the same issue, but with a brand new Thermostat & Relay (my 2nd unit). I’m getting “Unknown error” as well as an “Invalid Setup Code” error, both after scanning the QR code or typing in the number.
The thermostat is connecting to the relay, but the app won’t budge.
I opened a support ticket yesterday morning & emailed the serial number & invoice. I’ll let you know if I hear back & I would appreciate if you could, too.
It's taken nearly 2 weeks for Netatmo to respond, but today I did receive a response to my support case. Netatmo have confirmed there is a problem with HomeKit and the Relay, although I don't yet have specifics.
They have tried to "apply a workaround" to my account but this has not helped.
I'm currently in a back-and-forth with their support team. I'll post once I have a resolution or further useful updates.
Thank you for that feedback, John. It’s helpful to know that there is an issue. I have not yet received any response from Netatmo, but perhaps I will need to wait a little longer…
I get the impression that they are quite busy. I suspect that this problem will be affecting a lot of users. At the moment I'm still waiting for an update. There was a brief rapid exchange of information and now Netatmo has gone quiet.....
I'll update as soon as I hear anything.
Good news, John. I solved my issue: my phone was connected to a different network than the Apple TV (which I’m using as my HomeKit hub). I was chatting with GPT to get its angle on the problem & it flagged the different network issue. I streamlined the networks on my phone & Apple TV and was able to connect the relay to the Netatmo app without a hiccup!
That's great to hear. Sadly, it's not the solution for me, so I'll continue to wait.
I’ve the same issue…
Hi, I’m experiencing the same issue. Has there been any update on this?
I’ve just installed a brand-new unit and I’m seeing exactly the same behavior.
I can successfully ping both the Relay and the HomePod, so they seem to be on the same network and can see each other — but I’m still unable to connect them in HomeKit.
There is a fix for this. Eventually my support case was picked up and Netatmo were able to resolve it for me. You will likely need to open a case too.
I had a similar issue and was able to resolve it by fully resetting the Relay: https://helpcenter.netatmo.com/hc/en-us/articles/5603964657810-How-do-I-reset-my-Relay
After that, I set up the Relay normally in the old (Netatmo Energy) app.
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