Hi Aqara Support / Technical Team,
I’m posting here as a follow-up to a support request regarding what appears to be a known W200/G410 snapshot-display issue.
Reference Reddit thread:
https://www.reddit.com/r/Aqara/s/qMIYnRVLt8
My setup:
- Aqara W200 Thermostat Hub
- Aqara G410 Doorbell Camera Hub
- UniFi network
- Same SSID
- Same local subnet
- HomeKit environment
Important detail:
The snapshot preview functionality worked correctly during the initial setup/onboarding process. The W200 successfully displayed the G410 snapshot image when the doorbell was pressed.
However, after setup completed and the devices settled into normal operation, the W200 began consistently showing:
“Photo collection cannot be displayed”
“Network issue, please check the connection status”
“The linked camera and current device are not on the same local network”
Despite:
- both devices being on the same Wi-Fi network
- both devices being on the same subnet
- successful doorbell event detection
- the thermostat still correctly receiving and displaying the “Someone is ringing” event
From the Reddit thread above, another user indicated Aqara was able to resolve the exact same behavior via a pushed firmware/software update.
Would someone from the Aqara technical team be able to review whether my account/devices may require the same update or backend-side fix?
I’m fairly invested in the Aqara ecosystem overall — currently running 40+ Aqara devices including hubs, sensors, cameras, leak sensors, motion sensors, presence sensors, switches, locks, and automations throughout the home — and overall the platform has been excellent. This issue just appears very consistent with the Reddit-reported firmware behavior.
Thank you.