A method for managing incident in at least one home automation installation comprising at least one home automation device (D) and at least one central control unit (U), the method being implemented by a management unit (Sv) connected remotely to at least one home automation installation via an extended network, and comprising the following steps: - A step (EDSv1) of receiving a diagnostic request concerning the at least one central control unit (U) belonging to the at least one home automation installation (Su) or the at least one home automation device belonging to the at least one home automation installation (Su); - A step (EDSv3) of sending at least one message requesting diagnostic to the at least one central control unit (U) concerned by the diagnostic request or to the at least one central control unit (U) to which is attached the at least one home automation device concerned by the diagnostic request; - A step (EDSv8) of receiving a diagnostic result from the at least one central control unit (U); - A step (EDSv9) of providing a diagnostic report to a maintenance user (USAV) in charge of responding to at least one request from an end user, the diagnostic report being established on the basis of the at least one diagnostic result; The at least one diagnostic result comprising: - at least one information concerning the communication between the management unit and the at least one home automation device or the at least one central control unit concerned by the diagnostic request, and - insofar as the at least one home automation device or the at least one central control unit can communicate such a result: ∘ at least one known value of at least one state variable of the at least one home automation device (D) and/or of the at least one central control unit (U); and or ∘ at least one result of a control or connection attempt initiated by the end user (UsrF). - A step (EDSv1) of receiving a diagnostic request concerning the at least one central control unit (U) belonging to the at least one home automation installation (Su) or the at least one home automation device belonging to the at least one home automation installation (Su); - A step (EDSv3) of sending at least one message requesting diagnostic to the at least one central control unit (U) concerned by the diagnostic request or to the at least one central control unit (U) to which is attached the at least one home automation device concerned by the diagnostic request; - A step (EDSv8) of receiving a diagnostic result from the at least one central control unit (U); - A step (EDSv9) of providing a diagnostic report to a maintenance user (USAV) in charge of responding to at least one request from an end user, the diagnostic report being established on the basis of the at least one diagnostic result; - at least one information concerning the communication between the management unit and the at least one home automation device or the at least one central control unit concerned by the diagnostic request, and - insofar as the at least one home automation device or the at least one central control unit can communicate such a result: ∘ at least one known value of at least one state variable of the at least one home automation device (D) and/or of the at least one central control unit (U); and or ∘ at least one result of a control or connection attempt initiated by the end user (UsrF). ∘ at least one known value of at least one state variable of the at least one home automation device (D) and/or of the at least one central control unit (U); and or ∘ at least one result of a control or connection attempt initiated by the end user (UsrF). <EOS>