CRITICAL Mismatch: Relay stuck on Firmware v300 vs Thermostat v80 - System Unusable

cs.csaba86

Hi everyone and Netatmo Support,

I am facing a critical issue with a new Netatmo Smart Thermostat installation that seems to be caused by a firmware version conflict.

The Problem: My Relay unit is stuck on Firmware v300 (factory version) and refuses to update to the required v302+. However, the Thermostat unit (Cube) has somehow managed to update itself to Firmware v80.

Because of this mismatch (Old Relay FW vs New Thermostat FW), the system is in a "zombie state":

Manual control works (pressing the relay button starts the boiler).

App / Web Dashboard fails: . The system cannot be controlled remotely.

Troubleshooting steps already taken (extensive testing):

Network: I am using a high-end Wi-Fi 7 setup. I have also tried using a dedicated 2.4GHz Mobile Hotspot to rule out router issues.

Ports / Firewall: I have placed the Relay's IP into the DMZ on my router to bypass all firewalls. Port 25050 is open.

Hard Reset: I performed a Hard Factory Reset on the Relay multiple times and re-installed via the Netatmo Energy app.

Hardware: The hardware is functional (since manual control works), but the server is not pushing the v302 update to the Relay.

It seems my Serial Number is stuck on a whitelist/blacklist on the server side, preventing the update.

Can a moderator or support engineer please check my device status? I can provide my Serial Number / MAC Address via Private Message (PM) immediately upon request.

Any help is appreciated, as the system is currently unusable via the app.

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Comments

2 comments

Date Votes
  • Comment author
    Giada Community manager

    Hello,

    Thank you for reporting this issue. This should be fixed 😊

    Could you please try again and let me know?

     

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  • Comment author
    paolo

    I guess I'm facing same issue.

    Not possible to pair Thermostat with Relay unit. Setting up procedure always stucks when relay unit (already ilinked to 2.4 ghz wifi network) try to pair with thermostat.

    Troubleshooting steps already taken many times unsuccesfully.

    System is currently unusable via the app too

    Can you help me? Thank you in advance!

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