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Hi,

I’ve recently installed two new K4003c switches. One is working fine, the other one is in a constant on and off loop according to Control app. Local support for Italy told me that this is a known issue and I have to wait for an updated firmware (now the version is 60). Since one is working ok and the other not, is there an hard reset procedure to try again? I have tried unpairing it and pairing it again but the issue persists. Thanks!

Hello Mario,

I’m not aware of this bug, but the latest firmware version is 70 (launched in September, so you should already have benefited from it)

You can do a hard reset of your switch : https://dar.bticino.com/asset/Documents/LE10356AC.pdf <= press the reset button for 20 seconds and then re-do the association in the Home + Control app

But this action will not necessarily launch an update request on our servers. The best is to physically use them regularly to send the request order (it usually can take up to 3 days)

Have a good day,

Leslie – Community Manager

Thanks, I tried the hard reset but I still get the weird behavior.
I already have many other K4003C and they are working ok, even if the firmware is v60. I will be returning these two units as I can’t wait for a firmware update to use them. Thanks!

Hi,

I also have to reply to this because I’m experiencing the same issue. The firmware version on my switches is 44, and only a few, magically, have been updated to 65. I’ve been using different smart products for years, and these are by far the worst in terms of the pairing/configuration process. There’s nothing in the printed manuals, nothing online, and the app is useless. The product itself has a neat LED indicator that can flash in rainbow colors, but there’s absolutely no documentation describing what each of these colors and blinking or still light patterns means.

This forum is my last resort to resolve the problem. I have more than 20 items in the app that are switching on/off on their own. Can someone please tell me how I can update the firmware on the switches?

Is it possible that the gateway is messed up, or is it just the overall poor ecosystem?

Thank you!

• This reply was modified 2 months, 3 weeks ago by Ken Lee.

Hello team,

I recently invested significantly in a Legrand system (living now program), including a gateway and various devices. While I’m excited about the system’s potential, I’ve encountered some challenges during setup that have left me feeling somewhat concerned.

Specifically, I’ve experienced issues with system stability and found pairing and updating devices to be more cumbersome than I anticipated. I’m also curious why the app doesn’t offer simple, in-app update functionality, a standard feature in most other IoT systems.

My difficulties have led me to seriously consider returning the entire system and exploring more stable alternatives. I’m reaching out to express my concerns and to seek clarification on these points. As a company with a reputation for quality, I’m surprised to encounter these issues. I hope that Legrand can shed some light on these matters and help me ensure a smoother experience.

• This reply was modified 2 months, 3 weeks ago by Davor S.

Hello,

The automatic OTA firmware update is a bit tricky, as the gateway waits for being “fully available” before sending an update order to the devices. So, if it has other tasks to perform first it can take time

An advice : try to manually push the switches’ buttons several times in the day, we noticed that it could accelerate the update

This firmware process is something I reported several times before to the teams, but I would advise you to send an email too to your local customer support

@Ken “I have more than 20 items in the app that are switching on/off on their own” <= I never heard about cases where the devices perform actions without being pressed, or have sent an API order. You should write also directly to your local support for this

Have a good day,

Leslie – Community Manager

Hi,

I seem to have the same issue since a while with a bunch of devices disconnecting and reconnecting randomly after a few days. My installation includes 50+ devices, including K4003c, K4531C, 3584C and a K4500C gateway. Firmware versions: gateway 901, K4003C 65, K4531C 101, 3584C 67.

Initially I had only 1-2 devices disconnecting randomly, but now there’s a lot of them with this issue, to the point that I’m thinking to replace the whole system.

I tried to hard reset some of the devices and have them rejoin the home, but even if it works for some time eventually they disconnect again. Usually if I turn the power off and on in the house the situation improves for a few days, but eventually we get back to square one.

Is there a way to fix this problem?
Leslie: can you please tell me which are the latest firmware versions for those devices?

Thanks,

Alessandro

• This reply was modified 3 weeks, 4 days ago by Alessandro Pilotti.

Update: I found a list of the latest firmwares, from what I can tell my devices are up to date:

Production firmware download

I noticed that 3 switches are stuck at version 44, what they have in common is that those stay on all the time (and they don’t seem to be affected by the disconnection issue). Is there a way to force the firmware update on those devices? Could this firmware mismatch be the cause of the issue?

• This reply was modified 3 weeks, 4 days ago by Alessandro Pilotti.

Hello Alessandro,

I took a look at your installation, but what is strange for me is that I don’t see any log of devices/gateway disconnections (gateway up for 44 days now, excellent network connection, no device disconnected except for your unique wireless one)

In this case I strongly advise you to contact directly your local customer support as they will have a better overview than me about what could happen

For information, the better way to accelerate an update process is to push the needed switch from times to times manually. There is no way – either on our side – to force an update

Also, an old firmware version should not affect the correct functioning of a device and/or the global installation. You’ll just not benefit from the potential new features or from behavior changes brought by the latest firmware versions

Have a good day,

Leslie – Community Manager

Hi Leslie,

Thanks for looking into this. Can you please send me a contact I could write to or call?

I’m out of ideas on how to get in touch with support, here’s my experience so far:

I’m located in Romania, so I contacted the Legrand support for Romania as pointed out by the Legrand International website. I filled up a contact form on https://www.legrand.ro/ro/contact, but… I got an automated reply in French from Legrand Algeria instead! I’m adding screenshots because you can’t make this up, it’s unbelievable. In case you wonder, I didn’t receive any actual reply yet from either Romania or Algeria, ca va sans dire.

I tried also to write to Bticino / Legrand Italy, but they only provide phone or chat support within Italy (I tried, can’t connect to either). There’s an option to fill up a support request form, but you just get an automated email reply asking to ring the call center (what’s the purpose of the contact form then, I wonder?).

Leslie, you are my only hope! 🙂

Thanks,

Alessandro

• This reply was modified 3 weeks, 3 days ago by Alessandro Pilotti.

Hi Alessandro,

I directly contacted the communication manager for Romania as I don’t know the support teams there

I can confirm that they correctly received your request and will bring you an answer 🙂

Have a good day,

Leslie – Community Manager

Hi Leslie,

Thank you very much for all the help!