Can’t add new devices / Starlink issue?

Aqara Products
1

Hi everyone,
I’m based in Germany and currently using Starlink for my home internet. I’m having trouble adding new Aqara devices to the Aqara App while connected to my Starlink network—the setup/pairing process keeps failing.
Has anyone else experienced this issue with Starlink?
Is this related to Starlink’s dual-band setup (2.4GHz / 5GHz combined) causing issues during device discovery?
Could it be an issue with Starlink’s CGNAT, DNS, or region routing?
Are there specific Starlink router settings (e.g., splitting Wi-Fi bands) or workarounds that solved this for you?
Any advice or troubleshooting tips would be greatly appreciated! Thanks in advance!

2 Likes
2

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!

1 Like
3

Hi, you are definitely not alone with this issue!

Take a look here:

2 Likes
4

Yea i saw them but they already had them in their System. I can’t Even add them First time. Apple Home only works fine

1 Like
5

Can you try pinging the Aqara server at rpc-ger.aqara.com?

Here’s an app you can use:

1 Like
6

I tried it. Connected to Starlink I can’t ping the server. Connected to an other wifi I can ping the server. So is it just an Aqara software problem at the

IMG_6569
IMG_65691320×2868 194 KB

?

7

You could try the following:

  1. Go to https://www.whatismyip.com and make a note of the IP addresses.
  2. You may be able to obtain a different public Starlink CGNAT IPv4 address by powering your Starlink antenna off completely (unplugging it from the power source for a few minutes) and then back on again.
  3. Go back to https://www.whatismyip.com (or reload page) and check to see if the IPv4 address has changed.
  4. If you have been assigned a new IP address, try pinging rpc-ger.aqara.com again.

It is not guaranteed to change your public IP, but if the block is indeed tied to your current IP, getting a fresh one from the Starlink gateway might restore your connectivity to the Aqara servers.

If that doesn’t work, please contact Aqara support.
To help Aqara Support investigate, you can generate a diagnostic log directly in the Aqara Home app:

  1. Go to Profile → Help & Feedback.
  2. Tap the icon in the top-right corner (the document with the upward arrow).
  3. Agree to generate the diagnostic logs.
  4. Tap Generate log, then Copy.

It’s probably best not to post the entire log here. I would recommend sending the log directly to Aqara Support. It would also be helpful to include your current public IPv4 address (which you can check it via any “what is my IP” website) and ask them something like:

“Could you please check your Tencent Cloud security logs (WAF, firewall, DDoS mitigation, IP reputation filtering, etc.) for any filtering affecting Starlink CGNAT public IPv4 addresses? Our TCP traffic consistently reaches the Tencent network, but connections to rpc-ger.aqara.com cannot be established from certain Starlink public IPv4 addresses, while the same endpoint is immediately reachable via another Starlink public IP as well as via other ISPs.”

8

Thank you for trying to help me. I tried using a vpn. That changes my ip address. But I still can’t add new devices. I’m already in contact with the support thank you very much.