My Aqara Home system are being automatically removed from the system without any manual action

Aqara Products
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1

Hello Every One

My Aqara Home system are being automatically removed from the system without any manual action. This has happened repeatedly and is breaking my automations and scenes. I’d appreciate your help identifying the root cause and how to prevent it.
Issue summary
Symptom: Devices show “No response” or become offline, then disappear from Rooms/Scenes/Automations as if deleted.
Frequency: 1-2 times per month since Aug 2025
Region set in app: Vietnam
Aqara Home app: version newest on iOS
Hub(s): M3
Affected devices: Switch Z1 Pro, D1 or FP1E sensor
What I’ve tried
Updated hub firmware and Aqara Home app to latest versions.
Rebooted hub; power-cycled devices; moved hub ≥1 m from router; changed Wi-Fi channel; disabled band steering/Smart Connect where possible.
Signed out/in; cleared app cache; deleted and re-added devices (issue returns).
Ensured router/firewall is not blocking required ports; reserved static IP for hub.
Impact
Lights/switches and safety-related automations fail unexpectedly; significant disruption at home.
Are there known causes for devices being auto-removed (e.g., hub database corruption, cloud sync conflicts, account region mismatch, device offline-cleanup policy, Zigbee child-table limits, or recent firmware issues)?
Is there a way to prevent this from recurring (e.g., disabling any auto-cleanup, migrating data, increasing child-device capacity, locking device list, recommended network settings)?
If this indicates a hardware fault, should I request a warranty replacement for the hub?

2 Likes
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Gosh, this must be very frustrating for you. Things like this can be a nightmare to diagnose.

You may want to reach out to Aqara support. They can then log on to your Hub to look at logs to see if anything is happening.

This has happened to me once or twice but only with the door window sensor whereby it goes offline after the battery is flat and if I don’t get to it soon enough eventually it drops off which is frustrating.

The fp1e is hardwired and a zigbee device so it shouldn’t have any issues really.

Please reach out to aqara support to get to the bottom of it

1 Like
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Thanks but it’s normal for the door sensor to run out of battery and lose connection, it’s worth mentioning that in my case the fp1e sensor and the switch being deleted will cause quite a big problem. When contacting Aqara they couldn’t find the cause. They said once that the current software of Aqara Hub M3 is having problems.

4

Hello, welcome to the forum.
Definitely contact the support service support@aqara.com. Devices can go offline, but they have no right to disappear, this is a problem that the support service should diagnose.

1 Like
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Good idea to contact support so they can check the hub logs. Also make sure to enable Preventing Accidental Deletion in your hub settings since it helps avoid devices being removed automatically from your setup.

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