Runaway Volume

Since the latest update, 0.48 I have experience the runaway volume issue. It occurred after leaving the remote on the charging stand for approximately 10 hours and then running a recipe which involved turning on my receiver. It was not a good experience. I have subsequently ran the same recipe over a dozen times since without issue.

I have also experienced the remote rebooting daily. I tried turning Neeo link off and the reboots remain.

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  • This happened to me last night as well and scared the hell out of my dogs and daughter 😂. My remote was on the charger at the time. 

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 7 mths ago
      • Reported - view

      Aaron Ranson Thank you for chiming in! I will try this with my personal NEEO as I have a receiver setup with it. Have you been able to replicate this again with the remote on the charger?

      Thanks!

      Reply Like
      • Aaron Ranson
      • Consumer
      • Aaron_Ranson
      • 7 mths ago
      • Reported - view

      Jeff No, this was the one and only time it has done this. Recipe had been started 30-60 minutes prior and controller was on the charger. The volume spontaneously started increasing until maximum. When I would try to decrease the volume, it would continue to increase. The controller screen was acting strange as well. It kept flashing to the restart/system/power off screen, but wasn't responsive. I had to restart it by holding the power off hard button. Afterwards it was fine and like I mentioned earlier I have never seen this happen any other time. I had no plans to even bring it up on planet neeo as I chalked it up to a one time glitch, but saw it had happened to someone else as well. 

      Reply Like
  • Patrick Keegan Thank you for posting this and sorry to hear this happened. Definitely not a good experience. Can you provide me with your NEEO hostname and also try to replicate this once more? Leave your remote charging for 10 hours and run the same recipe.

    Can you also provide me with a list of devices that are in the recipe that triggered this issue? 

    Thank you! 

    Reply Like
    • Jeff 

      My Host name is NEEO-c8bf2160

      The conditions have been replicated daily since the incident.

      My components within the recipe are a Sony TV XBR55A1E, a B&O Beosystem 4 and a Channel Master DVR+ plus two Xantech 680-10 IR controlled outlets (use for controlling several computer sized cooling fans).

      I think, but don't know for sure is that the remote had rebooted while on the charging stand since it showed the main screen (area selection) instead of the Living Room recipes. I have found the remote like that several times after charging but the run away volume has only happened once.

      The NEEO Link had been selected off a couple of weeks prior to the incident.

      As stated I have also noticed the remote rebooting virtually daily.

      As Aaron stated:  "The controller screen was acting strange as well. It kept flashing to the restart/system/power off screen "   Mine did likewise.

      Reply Like
  • I started this thread as I posted my issue under Known Issues (Release 0.48.35) where another poster Brian Rathbone had previously experienced the issue. I didn't tag it as bug but subsequently thought it needed its own thread as I had read NEEO hopes to have another update soon.

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  • Patrick Keegan Aaron Ranson Thank you for posting this and chiming in. We tracked down this issue a while back and fixed it.

    Aaron–Can you also provide me with your NEEO Hostname and list of devices that were running when this happened? I want to report as much detail as possible to our devs. 

    Also, if you guys can provide times and dates when these runaway volume issues happened, it will help narrow it down for us too.

    Thanks!

    Reply Like
    • Jeff  Per my post in Known Issues (Release 0.48.35) it says it was 6 days ago so that would put it on the 4/18/2018 but I don't know the time maybe around 4pm to 6pm.

      Glad to know its fixed. Will the fix be in the next release?

      Reply Like
      • Aaron Ranson
      • Consumer
      • Aaron_Ranson
      • 7 mths ago
      • Reported - view

      Jeff neeo-38bf19ec, occurred April 23 at 6:28pm cst. 

      Devices running, Samsung un60es6100, Sony ht-ct260, fire TV, and an sdk driver

      Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 7 mths ago
      • Reported - view

      Patrick Keegan The fix was included in a previous firmware, so the fact that its happening with you is really interesting to me. 

      Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 7 mths ago
      • Reported - view

      Aaron Ranson Thank you!

      Reply Like
  • Jeff The runaway volume problem just happened again @ 6:56pm MST. One thing I noticed this morning around 7:00am MST when I placed the remote into the charger base the display acted strange. The display initially showed the battery charging display then flashed then showed the battery charging display followed by the flash.

    Reply Like
  • Jeff  It just happened again. I have been using the remote since the above post. I think I had picked up the remote and noticed it switched to Living Room area instead of the DVR recipe I had been using and when trying to switch back the volume took off. I couldn't mute the receiver.

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 7 mths ago
      • Reported - view

      Patrick Keegan  Thank you for the feedback and sorry that this keeps happening. From what I understand is that there should be a fix in place in the next coming firmware release.

      Have you noticed any consistencies with what you need to do in order for this to happen or does it just happen randomly? Maybe it only happens when you start 'x' recipe or press the volume up and then quickly press down buttons etc.. Things like that.

       

      Thanks!

      Reply Like
    • Jeff Normally it happens when I first use the remote for the day (note not every day) except last night when it happened in normal use.

      The remote seems to reboot much more frequently after installing the last firmware released.

      Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 7 mths ago
      • Reported - view

      Patrick Keegan Have we replaced your NEEO Remote for the rebooting issue already?

      Reply Like
    • Jeff No, My remote has never been replaced. In the Kickstarter program I bought two remotes , one being the one I use and the other a Christmas gift for my brother. His hasn't been replaced either.

      Reply Like
    • Jeff  Prior to the new firmware 0.49.10 release I had rebooted the Brain a couple of days ago and the Remote has been working without any issues. I just updated the Brain and Remote to the new firmware. It appears the issues I was experiencing were with the Brain so I am holding off on replacing the Remote till I see any more unusual behavior. 

      Reply Like
  • The runaway volume disaster just occurred with release 0.50.6 installed. Happened in the AM & after full charge overnight. Nothing on the remote worked except the hard button power off. I eventually powered off & reset the brain and performed a recovery on the remote. All appears well for now. This is a very damaging bug! I have therefore put a limit on my receiver volume in order to save my system speakers. It is my hope that there is an immediate fix for this nightmare.

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 6 mths ago
      • Reported - view

      Michael Duke Can you provide me with the make and model of the devices that were involved when this happened? I will keep my eyes open to see if any other customers are reporting this. If you can also tell me the date and time that this happened along with your NEEO hostname that would help. You can grab the hostname in the about section of the NEEO app.

      Thank you!

      Reply Like
      • Michael Duke
      • Consumer
      • Michael_Duke
      • 6 mths ago
      • Reported - view

      Jeff Devices: Denon AVR-1913; Directv Genie HR44/500; LG TV OLED65B7A.

      date = June 10, 2018, time = 9:00AM, Brain Host Name= NEEO-d13eca4d

      Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 6 mths ago
      • Reported - view

      Michael Duke Thanks! I have forwarded this over to our devs so they can analyze. I appreciate you providing me with this information. For now please continue to use the NEEO as normal and if it happens again, please reach out to me with the date and time it happened. If you can provide more detailed information such as, what recipe was running, what actions did you trigger before it happened... Things like that :).

      Thanks!

      Reply Like
      • Michael Duke
      • Consumer
      • Michael_Duke
      • 6 mths ago
      • Reported - view

      Jeff The recipe that was triggered when the runaway volume issue occurred was the "DirecTV" recipe. There are no commands for volume control within the recipe only audio switching to control the Denon AVR-1913 to acquire the sound from "Cable/Sat" input. I have the sound setting within the Denon to a low setting for initial power on. Typically a user would have to turn the volume up after initializing the first recipe on the Neeo remote. In this particular case the volume continued to raise to ear splitting level. The hard volume control was not operated, the sound just took off on it's own. I was able to execute the power off hard button (turning all devices off) and repeated the initial recipe "DirecTV" to repeat the problem, it did so! I tried this several times (using my original DirecTV remote to mute the sound, since mute did not work on the Neeo remote) to see if the problem was a one time occurrence, but it kept repeating until I finally unplugged the brain and rebooted as well as recovered the Neeo Remote. Hope this helps!

      Thanks for your assistance!

      Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 6 mths ago
      • Reported - view

      Michael Duke So you were able to repeat this issue consistently until you rebooted the NEEO Brain and performed a recovery on the remote. Can you provide me with the date and times that this happened? If you can also include your timezone that would be great!

      Thanks!

      Reply Like
      • Michael Duke
      • Consumer
      • Michael_Duke
      • 6 mths ago
      • Reported - view

      Jeff date = June 10, 2018

      time = 9 am

      time zone = EST, USA

      Reply Like
  • I’ve recently experienced this too after the latest update. I have an Onkyo AVR.

    Reply Like
  • Same issue here. Happened twice within a month. First time I wasn’t sure if I did something wrong. Second time just a half hour ago (5pm UTC +1). Picket up remote from docking station showing "Welcome Home". Switched to Living Room and started Recipe "Radio" which just turns on a Denon AVR X4200 und switch to Input Internet Radio.

    As soon as music start playing, volume increased to the max (what brings me trouble with my neighbors!). Had no time to try anything with Neo but had to rush to the AVR to turn down volume manually.
    Afterwards Remote was showing controls for Internet Radio but was frozen. Wanted to do a hard reset and got the screen for reset, reload or power off. At the same moment volume was increasing again to the max, what gave me another heart attack. (5.25pm UTC +1)

    I turned off the AVR now as I cannot use it that way. Neo Remote shows me the Welcome Home Screen again. Any ideas how to avoid this behavior?

    Reply Like
  • To all,

    If you are using an AVR (modern like Pioneer) secure it first by logging into its web app and set up all you like including maximum volume on start up to avoid such problems as run away volume but also set it up as the master HDMI-cec and volume controller before adding your devices to NEEO. Things work well when they are interlinked. Even IR plays a part in the set as you add your devices. If added your devices differently just check everything HDMI-cec then go to NEEO.

    If set up properly each recipe you choose, provided the devices set up reside in room x where the AVR is set up will have appropriate hard button control through both HDMI-cec and IR 

     

    Eman.

    Reply Like
  • short update. Since I restartet Brain and added the HDMI-cec, runaway volume did not happen again. Dont know, what solved this.

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 1 mth ago
      • Reported - view

      Ruedi Simon Hello! Thank you for that update. You connected an HDMI cable to your NEEO Brain and directly to what other device?

      Thanks!

      Reply Like
      • Ruedi Simon
      • Dummy User
      • Ruedi_Simon
      • 1 mth ago
      • Reported - view

      Jeff Hi Jeff. Connected Brain to HDMI IN 5 at a Denon AVR X4200. 

      Reply Like
  • Jeff  The runaway volume happened again last night. I'm running the latest Neeo software.

    Please see earlier replies to this topic for my host name and system components.

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 2 wk ago
      • Reported - view

      Patrick Keegan Can you provide me with the date and time this happened and what recipe you were running? 

      Thanks!

      Reply Like
    • Jeff It happened yesterday 26 Nov 2018 around 6:45 pm. The recipe is named DVR+.

      Thanks.

      Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 2 wk ago
      • Reported - view

      Patrick Keegan Thank you, Patrick. I have reported this to our dev team. 

      Reply Like
    • Jeff It happened again a few moments ago 2 Dec 2018 @ 10:11 am although this time I first noticed the channels were changing on my DVR+ then followed by the runaway volume. At some point later the remote brought up the screen with the reset/cancel and another option I don't remember.

      Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 13 days ago
      • Reported - view

      Patrick Keegan Sorry that this keeps happening. Can you unplug your NEEO Brain for 1 minute and then power it back up? I let our dev team know that you experienced the same behavior again.

      Thanks, 

      Reply Like
    • Jeff I've rebooted several times over the last 6 months but usually waiting only for 30sec. I've rebooted and waited over a minute just a moment ago.

      Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 12 days ago
      • Reported - view

      Patrick Keegan thank you for letting me know. Please continue to let me know everytime this happens. 

      Best,

      Reply Like
  • I just had this happen to me. Denon receiver, Sony TV, nintendo switch (dumb device).

    Reply Like
    • Christian Burrell

      Hi, thank you very much for reporting this. Do you know when exactly this happened (date and time)? Could you please let me know if this ever happens again. Thanks. 

      Reply Like
    • Ingrid 12/11/18 at around 6-7 PM MST.

      Reply Like
    • Christian Burrell Thank you very much for letting me know. 

      Reply Like
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