G4 Video Doorbell stopped working

Aqara Products
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1

Hi,

I have the Aqara G4 Video Doorbell. About a month ago, it went offline in Apple Home. We’ve had some family emergences going on so I’ve not had a ton of time to troubleshoot but have been trying to work my way through things now.

It’s always been connected to power and had the batteries for backup. It shows up in my network & has an IP address. It shows that it’s connected in the Aqara app, that it has an IP address there, and that the firmware is up to date. I’ve replaced the batteries with completely fresh ones. I’ve unplugged the power to try switching the unit to 100% battery use for troubleshooting but even when it’s unplugged, it shows that it’s on mains power and won’t switch to battery power. I’ve taken the camera unit off the wall and tried to reset it using the button (pressing it 10 times) but that made no difference. I did restart the secondary unit inside, too.

No matter what I do, I can’t it working. The app ties to connect to the camera and I can see it pulling some data but I always end up with a network error.

I’ve tried to reach out to Aqara customer support following the instructions to connect inside the app but it won’t let me connect.

Any help, ideas, advice would be very much appreciated. Thanks so much in advance!

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!

3

Hi there, you mentioned that the G4 works fine in the Aqara app but goes offline in Apple Home. This could be an iOS-related issue. Have you tried removing the G4 and reconnecting it to Apple Home?

4

Actually, there must be a misunderstanding. It’s not working anymore in either of the systems - Aqara app or Apple Home. It still looks like it’s connected in Aqara but when it tries to pull a signal, even though data is being transferred, it always ends in a network failure error. Yes, first thing I tried was removing and adding again to Apple Home/HomeKit. It’s definitely not an iOS/HomeKit issue, in this instance.

5

Have you got an email from the support?

6

Hi there, as this issue has already been resolved with our support team via email, we’ll be closing this topic on the forum as well. If you have any further questions or run into any other issues, please feel free to reply directly to our support email. Thanks for your support and understanding!