So back in April I switched from the ecobee thermostat over to the Aqara W200.
Before I get into my story and help for others how this will apply I’m not a novice Home user I have multiple.Aqara products about 25 and another 50 other products some matter and some not. Been doing homes kit automation for quite some time.
So as mentioned, I switched over from the ecobee thermostat over to the W200. Setting everything up was pretty easy and everything was running pretty well. Had various sensors around the home.And running latest software update.
Recently, I came across an issue week or so ago. That completely baffled me because there was no direct indication to why the issue was taking place. What was happening was the thermostat was running and every so often it kept on kicking off and rebooting.
At first, I thought that’s odd. Maybe it’s a matter issue so I removed everything from Apple used only on Aqara . The issue continued thermostat. Would run five minutes maybe 10 minutes sometimes and then kick off freeze in responsive to display and then reboot few min later . This was driving me crazy.
I started to search the Internet. I started to read some things saying there’s something wrong with the wiring or short on unit.
I checked all the wiring. I checked all the connections. Everything was fine.
I restored the units back to factory settings and started all over again after about 10 minutes. The issue came back.
I contacted technical support by the way horrible worst ever only respond to you if you’re lucky once every day.
They insist that I have….” Looks like the C wire is not connected well. Could you please kindly check?“
*Nothing wrong with my C wire checked it over and over again.
Then I started doing some more searching on the Internet and came across these AC people and they say I have electrical fluctuation and gave me some things to check one of them. I had no idea and neither did Aqara tech Suport told me nothing about it is. The overflow valve. Water wasn’t flowing backwards, but obviously there was not enough of it flowing backwards to shut off unity fully but that kept cutting off the electrical on my unit. I didn’t know they didn’t tell me and I had no idea this could happen I thought that device on unit was if the water started flowing backwards a lot , it would drip into the AC closet and completely cut off the unit it wasn’t doing that.
I flushed. The unit made sure there was no water backing up whatsoever and sure enough the problem is now fixed. I used the shop vac on the outside of the house and sucked out any water that was in the outside drain valve.
So I’m putting up this here on the site so anybody who’s struggling with the same problem hopefully we’ll see and it’ll give him an idea how to fix.
(See attached pic if you don’t know an overflow valve is. I live down south where it’s hot and it’s a must for all units)
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@MasterMrX Thanks for taking the time to write this up — this is exactly the kind of real-world troubleshooting post that ends up saving other folks hours.
Random W200 reboots/freezing every 5–10 minutes really does look like a “thermostat/Matter/firmware” issue at first, but your root cause makes a lot of sense: if the HVAC safety/overflow switch is intermittently cutting power (even briefly), the W200 will behave like it’s unstable when it’s actually just losing 24VAC and booting back up.
A couple notes that may help others reading:
- The W200 is 24VAC-only, so anything that interrupts that 24VAC path (float switch, condensate overflow protection, loose C-wire, transformer issues) can show up as “reboot loops.”
- And yeah—support defaulting to “check the C-wire” is common, because a missing/loose C is the most frequent cause of power instability on smart thermostats. (Not saying that was your case, but it’s the right first checkbox.)
If anyone else is seeing similar symptoms, it’d be great if you can share:
- whether your system has a condensate float/overflow shutoff wired into the control circuit, and
- whether clearing the drain/line immediately stabilizes the thermostat (like it did for you).
Also: your point about living in hot/humid regions is huge—condensate backups are just part of life there.
If you want to push Aqara on improving troubleshooting guidance (like explicitly calling out float switch / condensate safety circuits as a reboot cause), the best route is to submit it as product feedback via support: Contact the Aqara Home App Customer Service Team (Profile> Help & Feedback > Customer Service) or scan the QR code:
This will be more efficient. If you do not have an Aqara Home account, Please
click here to create a ticket. Sorry about that.
I gotta say my only issue in this entire situation is not that I had the issue, but that when I contacted customer tech-support for help, they didn’t even have me look in the direction of where the issue actually was. Making me seek the Internet for any little hint that may have pointed me in the right direction. I sure hope this issue will go to customer support so the next person that calls or texts or emails about this type of issue. they will have them looking at direction right away. I personally posted my issue here, hoping somebody searching here might have some similar issue and not have to spend two weeks trying to figure it out.
@MasterMrX Totally hear you. The frustrating part isn’t “a thing broke” — it’s when support keeps you stuck on the obvious checkbox (C-wire) and doesn’t broaden the diagnostic path to other power-interruption causes.
If you want the best chance of getting this incorporated into their troubleshooting script, I’d package it to support as a clear “reboot loop caused by intermittent 24VAC loss” case and explicitly mention the condensate/overflow safety shutoff you found. The official channel to submit that feedback is via the Aqara Home app: Profile > Help & Feedback > Customer Service. If you don’t have an Aqara Home account, you can open a ticket here: Aqara Feedback.
Contact the Aqara Home App Customer Service Team (Profile> Help & Feedback > Customer Service) or scan the QR code:
This will be more efficient. If you do not have an Aqara Home account, Please
click here to create a ticket. Sorry about that.
No offense to anybody at the Aqara, the technical support is very bad and no customer struggling for answers. Should have to wait 24hrs for two sentence answer and then have to wait another 24 hours for the next continuous part of the conversation. There needs to be a better way for customers to get help with spent a good amount of money on these products.
@MasterMrX Totally fair feedback. Waiting 24 hours for short, piecemeal replies is frustrating—especially when you’ve already done all the right troubleshooting and you’re trying to keep a whole smart home stable.
The most effective path to get this addressed (and to have your W200 “reboot caused by intermittent 24VAC loss / overflow safety shutoff” case taken seriously) is to submit it through the in-app support channel so it’s properly logged and can be reviewed with your case details.
Contact the Aqara Home App Customer Service Team (Profile > Help & Feedback > Customer Service) or scan the QR code:
This will be more efficient. If you do not have an Aqara Home account, please
click here to create a ticket. Sorry about that.
If you do file it, I’d include:
- the symptom pattern (freeze → reboot every ~5–10 min),
- confirmation your C-wire was solid,
- and the actual root cause you found (condensate/overflow switch interrupting power).
That kind of write-up makes it much easier for support to improve their troubleshooting flow for the next person.
Hi there, I’m really sorry to hear about the experience you had with our support team. I’ve forwarded your case and we’ll make sure to handle all tickets with more care going forward.
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I think the bigger issue is the lack of Knowledge they have of the products and how to trouble shoot peoples issues. More so aqara not have a way to talk back and forth live to get help that doesn’t require a weeks worth of back and forth.
