Hello!
I received purchase 3 W200 thermostats for my home (3 zones in my house.) I linked all 3 thermostats to my G400 and U400 for the snapshot feature. It looks like only one of the thermostats is showing the preview and option to unlock the door. The other 2 thermostats displays a “ Photo collection cannot be displayed” error. Does this feature only work with one W200 thermostat or am I doing something wrong?
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@kennymnguyen Hello! That’s a great setup you have with three zones and the W200 thermostats. It sounds like you’ve run into a limitation with how the doorbell integration works across multiple hubs.
According to the current functionality, linking a smart doorbell (like your G400) to the Thermostat Hub W200 is supported, but the documentation specifically outlines the steps to link a doorbell to a thermostat hub . While it doesn’t explicitly state that only one hub can display the feed, the error message “Photo collection cannot be displayed” on the other two units suggests that the live snapshot or doorbell stream might indeed be restricted to a single primary linked device at this time, or there could be a network synchronization issue since the doorbell and thermostat need to be on the same local area network .
Since this involves a specific multi-device scenario that might not be fully covered in the standard FAQs, I’d recommend reaching out to our support team to see if there’s a specific configuration for multi-hub setups or if this is a known limitation. They can dig deeper into your specific account setup.
You can contact the Aqara Home App Customer Service Team (Profile > Help & Feedback > Customer Service) or scan the QR code below:
If you don’t have an Aqara Home account, please click here to create a ticket. They’ll be able to give you a definitive answer!
This information comes from community discussions and user experience summaries and may vary by environment. Please verify carefully.
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I’ll have our engineer follow up with you on this matter. The G400 will most likely require a firmware update.
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Next week, our G400 engineers will push a firmware update version to you. Could you please send me your Aqara account via private message?
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A new firmware update has been pushed to your device. Should you find the device functioning normally now, we’d be grateful if you could mark this thread as resolved and share your G400 firmware version to help other users.
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Hello!
Unfortunately I still have the same issue. It still only works on one of the thermostats. The other thermostats still gives the same error.
Could you show me your APP configuration page? Also, how many G400 and U400 devices do you have?
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I have just one U400 and one G400. I have three W200 thermostats that are linked to the U400 and G400
This is resolved with the latest G400 update. Thank you!