(Urgent) Phillips Hue can’t be found in App Anymore

I have been using NEEO for a few years now along with Phillips Hue lights.

 

However yesterday after I did a router restart (I have Google Nest Wifi Hub) the lights wouldn’t work at all in NEEO. I then tried restarting everything including removing power from NEEO brain, hue bridge and also the router again. But still they didn’t work.

 

Then I thought the only way to fix this would be to remove the lights from the iOS app and add them again. After deleting the hue device I restarted NEEO brain again and then tried adding the hue bridge again but it keeps showing me the screen that says “we couldn’t find the device”!!!.

Please can someone help with this as it’s one of the most used features and I urgently need to fix it. I’ve tried everything that I could think of and I’ve never had this issue before!

btw all the other hue apps on my iPhone work just fine still including the hue official app. Just my NEEO that can’t find it anymore!

Also yes I am on the latest firmware update for the brain and for iPhone.

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  • Same problem here. Tried everything but nothing helps! Please contact Neeo

    Like
      • Nadim Alam
      • Developer
      • Nadim_Alam
      • 3 mths ago
      • Reported - view

      Tolga Aydogan when did this start happening for you? Was it recently too?

       

      how to contact NEEO? The app just points us to this website.

      Like
    • Nadim Alam Hi,

      For 1-2weeks started this problem and still exists. Please contact support@neeo.com

      Like
      • Nadim Alam
      • Developer
      • Nadim_Alam
      • 3 mths ago
      • Reported - view

      Tolga Aydogan ok thanks, i sent them an email about 2 days ago and still no reply. Did you contact them also, what did they say? Didn't you receive any solution?

      Like
    • Hi Nadim Alam ,

      Yes i contacted neeo for few days but i get no info back. We can only wait, i wonder if anyone else has the same problem?

      Like
  • Same here, could not find Hue bridge any more after making several retrying attempts.

    Like
  • Michael Vogt Hi,

    What happened with Hue devices, please answer.

    Like
  • OK i got an answer back from the support email id. Although the response came from a different email address: customers@control4.com

    Here is what they said:

    Thank you for contacting NEEO Support.  There may have been some sort of update on the Philips Hue side, as we are not longer releasing firmware updates or changes.
    
    I will send this report over to see if there is anything on our side that can be done, but unfortunately, no new firmware releases are available.
    
    Thanks,
    Customer Advocate

    I replied back asking what they meant that no fixes or updates will be done, but they didn't respond back!!! So looks as if an update from the Hue Bridge side has made the device incompatible :( 

    Anyone know what else could be done about this? More importantly anyone know why they are not updating firmware anymore and why i got a response from Customer Advocate instead of NEEO?

    Like 1
  • Hi Nadim  ,

    Neeo is saled to control4

    Like
      • Nadim Alam
      • Developer
      • Nadim_Alam
      • 3 mths ago
      • Reported - view

      Tolga Aydogan what really? does that mean they sold the company and product and are now no longer working on updating the product anymore?

      Like
  • Nadim Alam Hi, I get an answer und This is

    Hello Tolga,

    Thank you for contacting NEEO Support.  This has been recently reported.  Our team is working on duplicating the issue, and seeing if this is something that we can fix on our end.

    I will provide an update as soon as I hear back from my team.  Thank you for your patience.

    Thanks,

    Like
  • I will follow this thread to see if "they" really are looking into bugs in the (old) original Neoo remote system (remote, brain and cloud). I don't think they will come with a fix, but miracles might happen..

    Like
      • Nadim Alam
      • Developer
      • Nadim_Alam
      • 3 mths ago
      • Reported - view

      Samy Awad why is this? why don't you think they will fix it?

      Like
  • Any update Neeo/Control4 team?

    Your customers need your support here on an advertised feature.  You stated that fixes would be done in your last update.  Just no further features or development.

    Deliver on your promise and don't leave customers in the dark.

    Also still waiting for the free upgrade path to Control4 system that was promised.  When your ready.  Thanks

    Like 2
    • Gary H Hi,

      please contact support@neeo.com

      Like
      • Samy Awad
      • Samy_Awad
      • 2 mths ago
      • Reported - view

      Gary H Hi Gary. Where can I read more about the upgrade path you are mentioning?

      I got really pissed about how valuable we beta users were when the Neeo guys got their exit for the company.. So I have not bothered looking in this forum for quite some time.

      I still love the hardware so...I’m interested if there is a future proof way to use the Neeo remote still.

      Regards from Sweden.

      Like
      • Gary H
      • Techie
      • ozsmarthome
      • 2 mths ago
      • Reported - view

      Samy Awad it's in the link you shared mate.  

      "NEEO previously sold its remote to homeowners online but is discontinuing all direct-to-consumer distribution in connection with this transaction. Control4 will support existing NEEO customers via www.neeo.com and plans to provide an upgrade path to make it easy for users to experience Control4’s broad array of smart home solutions." 

      Like
      • Samy Awad
      • Samy_Awad
      • 2 mths ago
      • Reported - view

      Gary H 

      Haha! How about that! 

      Thanks mate!😉

      Like
  • Their was other articles around 2 years if further support of the platform etc on here.  But they look to be closed off from users now. 

    If you are looking for a driver and can run node.js on a system like raspPi, Linux or Mac.  A mate on here has a good working driver with colour choice and regular functions for Hue.  

    If you are into programming/coding.  Join this group on Telegram around what's next for us Neeo beta princesses.

    https://t.me/joinchat/Fl7MmxPbCR73XiA7cqd6XA

    Like 1
  • All my hue lights are working fine.

    Have you tried to reboot all your devices (brain, hue bridge, router) a second time?

    Did you press the link button on the hue bridge?

    Like
    • Markus M Hi,

      is your Hue Bridge on the last Firmware?

      Like
      • Markus M
      • Markus_M
      • 2 mths ago
      • Reported - view

      Tolga Aydogan My bridge (v2) is on FW version 1939070020. This is the latest version.

      Do you have a v1 or v2? This might be relevant as philips stopped support for some features of the bridge v1 (round shape).

      Like
    • Markus M Hi,

      I have V2. When I'm later Home, i look which Version i have. Thanks

      Like
      • Nadim Alam
      • Developer
      • Nadim_Alam
      • 2 mths ago
      • Reported - view

      Markus M I have the exact same firmware version as you, updated on 12/06/2020, which is roughly around the time mine stopped working.

      I haven't tried it in last few days though, maybe NEEO did a quick fix in last few days? As i was told by Control4 two weeks ago that they would look into it. Will try again later tonight to see if its working again.

      Like
    • Markus M Hi,

      ok i have the same firmware as you. It works for 1-2days and then i cant control the Lights. Markus it always works for you?

      Like
      • Markus M
      • Markus_M
      • 2 mths ago
      • Reported - view

      Tolga Aydogan I also once had the situation that my lights were not accessible.  A reboot of all devices involved (brain, bridge, router) made it work again.

      Maybe an issue with your network? 🤔

      Like
    • Markus M , definitely not a network problem, all that has only been since the last hue bridge update

      Like
  • Mine are back too.

    Would recommend setting up the below custom driver for Hue.  

    It gives you the functionality locally via API (not via NEEO) and allows colour change on the remote, as well as zoning.

    https://planet.neeo.com/t/83hy0md/custom-philips-hue-driver

    Like
  • Hi everyone

    Nadim Alam said:
    Then I thought the only way to fix this would be to remove the lights from the iOS app and add them again. After deleting the hue device I restarted NEEO brain again and then tried adding the hue bridge again but it keeps showing me the screen that says “we couldn’t find the device”!!!.

    This indeed seems to be because of a change on the Hue backend. If we had a firmware update that fixes this, who would be willing to test this on their Brain? Please write me a DM with your NEEO Account email address in it.

    Like 1
  • Just updated to latest firmware, kindly provided by Michael and it works perfectly again!

    Lets hope Philips don't change it again!

    Like
  • Hi Mikael, would you be willing to push a new firmware to my account as well? Do not find how to write you directly.  Is it possible to contact me? Thank you for your support!

    Like
  • Hi Michael Kohler my NEEO is still on v. 0.35.8. And I do not see that an update is available.

    When will everyone else get the update to v. 0.35.9?

    Like
    • Markus M I can't tell you an exact date yet. However the more people test it the better, so if you want to help test it, DM me your NEEO Account email address :)

      Like
      • Markus M
      • Markus_M
      • 3 days ago
      • Reported - view

      Michael Kohler done.

      Like
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