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

4 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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  • Comment author
    JohnW

    I also have the Thermostat updated to v80 and the Relay still on v300, but it does not seem to be causing me any issues.  The thermostat is functioning normally, prediction is working and I can change schedules and temperatures.  However, it is now several weeks since the update, so not sure why the relay is "stuck".

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  • Comment author
    pavelproks61
    Hello Giada / Netatmo Support, We are affected by exactly the issue described in this thread and we would be grateful for the same server-side fix you confirmed for the original poster. Our Relay (serial gbe92404213576748AX1, MAC 70:ee:50:be:92:40) has been powered and online since September 9, but it remains stuck on firmware v300 - the server has never pushed the v302+ update. As a result, our Thermostat (04:00:00:be:aa:34) has never paired: it always ends on the "searching for relay" screen, so the product is unusable out of the box. A second, completely independent kit behaves identically, and all standard troubleshooting (new alkaline batteries, 10 cm - 1 m distance, relay power cycles, different rooms) has been done repeatedly. We contacted support via the Help Center chat on September 14, 16 and 21. Each time the case was escalated to a human specialist, but we have never received any email or fix. The heating season is starting and we need our thermostat working - after a week of silence we are honestly quite disappointed with the customer service on this case. Could you please check our serial number and unblock the firmware distribution server-side, as was done for the original poster? The Relay is registered to our Netatmo account - I can provide any further account details via private message if needed. Thank you very much. Pavel Proks
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