Modulating relay stopped connecting to the internet today Répondu

vicentiuneagoe

Hello. The modulating relay stopped connecting to the internet today. The green light doesn't blink when it is powered on and every minute it makes 2 relay click sounds. In the application I mostly see "modulating relay unreachable" but if I tap Retry within a few seconds after the 2 click sounds, the application displays the thermostats in the house which means that the relay manages to connect to the Netatmo servers. But it probably resets again because I can only get to the normal screen once if I tap Refresh right after I hear the two relay clicks in the Modulating Relay.

Any idea what the issue might be or suggestions for a solution?

thank you

5

Commentaires

39 commentaires

  • Comment author
    Giada Community manager
    • Modifié
    • Commentaire officiel

    Hello everyone,

    The issue is now fixed.

    Please plug your Modulating Thermostat back, if you unplugged it. 

    Thank you all for your patience on this 😊🙏

  • Comment author
    Permanently deleted user
    • Modifié

    Hi,

    My modulating relay stopped connecting to the internet today as well. In my case the green light blinks five times at power-on and every few minutes it makes 2 relay clicks. The application displays "Relay is unreachable". I've tried to reset it, but its LED will not start glowing after keeping the button pushed for more than 20 seconds. The boiler logs errors about OpenTherm communication error. Did the Netatmo pushed some update today which bricked the relay? :(

    3
  • Comment author
    miklos.foldenyi
    • Modifié

    I have the exact same issue, it started today. It was working fine last night. I noticed it by the double clicking of the relay, and when I went into the app it says the Relay is not reachable.

    I tried to reconfigure it unsuccessfully a number of times, then I set up a brand new wifi ap just for this. It succeeded this time, then went back into "Relay is not reachable" in under a minute.

    At the very least then its "not me"..

    1
  • Comment author
    Permanently deleted user

    Same problem here. Let's hope this will fix itself shortly.

    0
  • Comment author
    pdongen

    Same here.

    0
  • Comment author
    marek.bartovic

    Same problem here.

    The support team is not very responsive...

    1
  • Comment author
    giovannibev

    Same problem for me!

    0
  • Comment author
    marek.bartovic
    This is clearly the same problem another user on reddit had a few years ago - https://www.reddit.com/r/homeautomation/comments/9c1x7g/netatmo_thermostat_relay_support_needed/ - who states:
    "I just (a year later) got contacted because someone else had this problem. The only way to fix it is to contacted Netatmo. It seems the relay gets bricked during the OTA [over the air] upgrade (It's safer to do one with the computer). They send me a new relay and thermostat and I had to send in the old ones."
     
    -1
  • Comment author
    Permanently deleted user

    How do we contact the Netatmo support? I didn't find any contact info on the https://helpcenter.netatmo.com.

    There are a contact forms on the https://dev.netatmo.com/contact-us-form , but only for the API issues or for partnerships.

    0
  • Comment author
    marek.bartovic

    During the day there is a "chat" button at the bottom of the helpcenter. 

    But it's of no use - they just forward your request to the support team and tell you "They will contact you via email". Then nothing happens because they do not care, so you have to wait.

    (Went though it today...)

    0
  • Comment author
    Tibo

    Same problem on my side. It started 7 hours ago... Reboot does not resolve the issues. It seems it's not an isolated problem if we all have the same issue. I don't think it's the same issue than the one described on reddit. It would be strange that we all get the same issue at the same time.

    -1
  • Comment author
    gauthier

    I have exactly the same problem. The relay is unreachable in the app and produces a double click sound cyclically. When I force the relay's Wi-Fi reconfiguration, it prompts me to download an update, applies it, then the relay restarts... and it prompts me again to download the update, apply it, and so on.

    0
  • Comment author
    simionato.cristiano

    Same problem on my side, I'm from Italy. the problem began at about 05:00 pm, Rome time.

    0
  • Comment author
    Tibo

    It works again for me. I did not do anything else. The relay is now ok and I'm starting to reconnect to all my equipments.

    0
  • Comment author
    Tibo

    I almost got all my equipments reconnected in the app but it is down again...

    0
  • Comment author
    vicentiuneagoe
    • Modifié

    Thanks for the info Tibo. Sounds like they are working on the issue and gives us hope the relays are not bricked.

    0
  • Comment author
    przbrz

    I have exactly the same problem. 

    0
  • Comment author
    wiebequekel

    Same here

    0
  • Comment author
    Permanently deleted user
    • Modifié

    Same issue, after 4pm my relay started rebooting in 1min interval (I see in my router, that it connect on wifi, stay there 40-50 seconds and then disconnect). I had to disconnect it from boiler, because it was still start/stop heating and I was afraid, that it will damage my boiler. When I remove relay from app and try to connect it back, it ended in loop with updating firmware/restarting of relay. (sorry for pictures in Czech language - searching for device, Downloading firmware, uploading, searching for device)

    I opened support case: #3200483
    I guess, that's related to latest firmware update - https://helpcenter.netatmo.com/hc/en-us/articles/11726082896658-Smart-Modulating-Thermostat

    2
  • Comment author
    rsbspamemail

    Same problem here from Germany. After power cycling the relay it flashes green light then double click sound and repeat. Also unreachable in the app,

    1
  • Comment author
    Tibo

    I also switched off my boiler since it makes start and stop in loop to avoid any damages.
    I also opened a case 2 hours ago.

    0
  • Comment author
    benny.dormaels

    same problem here, every few seconds the green light flashes five times and the relay clicks, not reachable via the app.

    0
  • Comment author
    frank.siteur

    Yes same issue in NL. will log a support case as well. Hope it can be fixed soon

    0
  • Comment author
    aciulacu

    Same for me, it downloads new firmware and cycle indefinitely with clicks and fw download. Is clear they messed up , hope they did not brick all devices.

    1
  • Comment author
    gustafcom

    Same problem in Sweden. Thankfully not cold today.
    Netatmo needs to be carefully with their updates, a few months ago my Netatmo Presence died during an update which wrote the original SD card (~6month old) to dead, easy to fix but hard to understand what the issue was.

    0
  • Comment author
    cas

    Same here in NL, started yesterday around 14:00-ish… I’ve just turned off my boiler to prevent any damage.

    0
  • Comment author
    przbrz

    Has support responded to any of you?

    0
  • Comment author
    geom.diani

    Same problem in Italy.

    0
  • Comment author
    wolter

    Same problem for me too, The Netherlands. Every minute or so a double click and I can't seem to connect it to the network anymore. Will log a support ticket.

    0
  • Comment author
    Giada Community manager
    • Modifié

    Hello everyone,

    Thank you for reporting this. Our teams are investigating the issue. Rest assured, we will provide more information asap.

    We appreciate your patience.

    Have a nice day!

    0

Cette publication n’accepte pas de commentaire.