Dear Aqara Team,
I would like to report a serious issue regarding the Aqara Smart Panel Hub S1 Plus. The device is failing to perform its basic functions due to critical software bugs that prevent proper configuration and use.
Connection Specifications: To rule out external factors, please note the following:
- Power Supply: The panel is permanently connected to a 230V electrical installation (in-wall mounting). I have also tested it using the USB-C port; the issues remain identical.
- Connectivity: The device is connected to a 2.4 GHz Wi-Fi network. The connection is stable, and other devices on the same network operate without any interference.
Description of the Fault: The core problem is a total inability to change any operating parameters via the touch interface. Nearly every attempt at interaction results in the error message: “Operation failed.”
These errors occur during attempts to:
- Manage the Dashboard: It is impossible to change the layout or edit icons assigned to entities.
- Personalization: Every attempt to rename the device or adjust display parameters ends in an error.
- Video Preview: The panel fails to load the feed from the PoE camera, even though the same camera preview works instantly and flawlessly in the Aqara Home mobile app.
- Refresh the Dashboard View: This specific action triggers the message: “Network error. Please check it again.”, after which the device loses its network connection for several seconds before reconnecting.
- Switch Entities: Attempting to toggle any element of the installation results in on-screen errors and a total loss of Wi-Fi connection.
I have already attempted to factory reset the device multiple times and tested it on different Wi-Fi networks, but the problem persists.
Video Documentation: I have documented these issues and their reproducibility in short video clips, which I have uploaded to Google Drive. You can find them at the link below:
https://drive.google.com/drive/folders/1ekj0jrMv5z6wgawI4myK3YJ5-e-dJGFb?usp=sharing
I am deeply disappointed with this experience. I chose the Aqara Smart Panel Hub S1 Plus expecting a premium, reliable control center for my smart home, but instead, I received a device that is currently unusable.
I would like to know what steps can be taken to resolve this situation immediately.
- Is this a known firmware defect that can be fixed remotely?
- Or is my unit hardware-defective and requires a replacement/refund?
I kindly request your assistance as soon as possible, as this issue is significantly hindering the daily use of my smart home system.
