Remote Pairing Issues

Brain is updated to latest firmware and running with app fine.

But when trying to pair Remote, it never completes. Usually bombs out at the WiFi step, sometimes sooner. Tried with both the Brain and Remote relocated 3 feet from Airport Extreme - still no luck.

I tap the button on top of the Brain and get the rapid blinking lights and start the pairing - sometimes the lights go to a slow blink, sometimes goes back to solid. Have rebooted everything and tried in different combos.

@Niels de Klerk

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  • Could you post a picture of the screen that the remote is showing and could you also share the about screen information off the app?

    good thing to know is that both the brain and remote are using wifi and NEEO link (a high efficient network technology known as 6lopan) if you are pairing the remote to the brain this will be done by 6lowpan and not wifi. Some pictures would really help finding the solution. -edit- NEEO Link works between the remote and brain, for initial pairing it could help to have them close by.

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  • Hi Niels - Raphael just contacted me directly (I think he is part insomniac) and showed me a way to boot the remote, download the new firmware and pair it. Worked like a charm and I believe he will post the method here for others. We think it might be because my wifi is an open network (I live in the hills) and it was looking for login credentials.

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    • Jon Iverson great! How did you react? I mean being called by the CEO to offer you some tech support isn't something that happens every.

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    • Jon Iverson hehe ;) Thanks Jon. I'm glad I was able to help.

      The little trick we used was the recovery mode. We will post an overview of such special tricks but here is a short description for now: 

      1. Turn the remote off completely (By pressing the "power" button for 6 sec)

      2. Hold "mute" and "power" to start the remote, then in the selection press "menu"

      3. You will be guided thought the next steps right on the remote.
       

      Like 2
      • Erik O
      • Erik_O
      • 2 yrs ago
      • Reported - view

      Raphael Thanks for posting this since my remote isn't working either now aside from the brain not being able to control my devices meaningfully.

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  • Another thought - if you have the same SSID assigned to both 2.8 and 5, either disable the 5 or rename the SSID for one (or the other) during the pairing process. 

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  • EDIT: I got it working by switching my wifi from WPA2 to WPA. Not sure why that made a difference, but at least it works.

     

    I just received my NEEO, and I am seeing the same issue. I tried resetting both the brain and remote. I updated firmware. I tried the above recovery mode. Any other suggestions? And FYI- the brain works just fine. I can control all of my devices through the NEEO app without any issues. 

    When the remote gets to the wifi step, I see the following:

    Connecting NEEO Link

    Getting wifi info

    Connecting wifi

    And then after a bit, it says "oh no! Something went wrong! Could not connect to wifi."

    My remote firmware is: 0.45.6-8302b030

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      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 2 yrs ago
      • Reported - view

      Rob Nycum Do I assume correctly that you NEEO Brain is running on WiFi and does not have an ethernet connection? And I assume since you your were not yet able to get the NEEO Remote connected that this has not yet been updated? Did you re-enter the WiFi credential again on the NEEO Brain after changing from WPA2 to WPA?

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  • I too am stuck here. I tried all the steps included in this post to no avail. I am using Google WiFi so do not have the option to switch off 2.4 or 5 Ghz.

    I tried unplugging two of the three mesh routers leaving only the main one that is connected to the cable modem and resetting the brain and doing the reset thing for the remote....nothing.

    I will try another android device when I get home this evening, as reading other posts, those using IOS devices had some luck when switching devices.

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      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 2 yrs ago
      • Reported - view

      Dennis Ottum Where exactly are you stuck? After unplugging the NEEO Brain from ethernet or even before that?

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    • Patrick Anything???? I have a lovely well built expensive paper weight decorating my entertainment center.  MY REMOTE WILL NOT CONNECT TO THE BRAIN.  My frustration is obvious.  Come on NEEO, help me out here.

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    • Dennis Ottum Usually I would recommend contacting NEEO support directly but as I have time for a quick call before I go to bed - send me your number in a direct message and I will give you a quick call to resolve the issue you are experiencing.  

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      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 2 yrs ago
      • Reported - view

      Dennis Ottum What is the current state? Up and running again or further assistance needed?

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    • Patrick I got a call Tuesday from Jeff who kindly spent an hour and 15 minutes troubleshooting the remote with me. A replacement remote is being sent. I will update here.

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    • Patrick I got a message from Jeff at NEEO tech support on Monday to try out some new troubleshooting he would be sending in an email, I never got an email, I think there was a mix-up when I gave my email address. I received the new remote yesterday ..........and still the same issue. I repeated the troubleshooting steps from last weeks phone conversation as best I could. The new remote fails out when attempting to connect to WIFI, whether  the brain is attached via Ethernet or WIFI. My email address is the same one registered with Planet NEEO.

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    • Dennis Ottum Patrick

      There was a whitespace at the end of my WiFi name. I removed it and now the remote is connected. I knew it would be something small and easy to overlook. Both remotes connected.

      I will send the replacement remote back to you guys.

      Something else to add to your troubleshooting tree.

      Like 1
      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 2 yrs ago
      • Reported - view

      Dennis Ottum That's an interesting hint, thanks for that. 

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  • After unplugging the NEEO brain from the ethernet. I get the same messages as in the pictures in this thread.

    I have Google WiFi mesh network with three nodes. I tried to use another android device where I could just pick 2.4 Ghz but that did not work either.

    I tried unplugging all but the main Google WiFi node so the signal would not be coming from the mesh...that did not work.

    I tried leaving the brain hooked up to ethernet, that did not work either.

    I have done the reset the remote by powering down the remote and holding on and mute and following the instructions on the remote....that does not work either.

    As my very last resort in my troubleshooting process, I do have a spare/old router in storage, but I am loath to use it only to go back to Google WiFi and have the remote not connect again.

    I am hoping, you guys have some ideas.

    Thanks 

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      • Hugo Martínez
      • Electronics Engineer
      • Hugo_Martinez
      • 2 yrs ago
      • Reported - view

      Dennis Ottum Hi, can you fix the problem?? Please let me know how if you do. Thanks.

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    • Hugo Martínez Thanks, I figured out what the problem was.  It turns out I had a blank space at the end of my SSID that should not have been there. Once corrected everything connected beautifully.

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  • I’m having th same remote pairing issue & have tried everything in this article with no luck. Photo of remote included. I can control everything just fine from the NEEO iOS app. 

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