Remote has gone black. Won’t turn on.

I haven’t used my NEEO in the basement for a while. I came down and noticed the screen didn’t turn on when I removed it from the base. It’s dead. I checked the outlet to make sure it’s getting power. I moved the plug and base to another outlet. No luck. Help!

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  • Press and hold power for 10 seconds. Remove force from button and shortly press again. This makes a hard reset of the remote. The fault is a known issue and the Team is on to fix it, but it is difficult to trace.

    Reply Like 1
    • Markus Mahr thanks Markus, I was having exact same issue and this got it up and running again.

      Reply Like 1
    • S T SHERRILL No problem, that's it what a plce like this is for!

      Reply Like
  • Brad Goertzen Up an running again? If not get in touch with us on support@neeo.com .

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  • Patrick I'm suffering from exact the same, I actually did see when i turned black in the docking and never woke up again.... Tried the hard reset (10 sec power button release and press again) no chance. It's looks like completely dead. (I also used different charges, so it's not only a power issue). Thanks for any help. Cheers, Walter

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    • Walter Hofstetter I will pull in Jeff Emily Fäbu , Patrick is currently not in the Office, so i guess the guys will reply. Second help can be, that you write a Mail to support@neeo.com and link to this topic. As you allready did the Hard reset, also provide your personal data so the guys can proceed with a replacement order.

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      • Jeff
      • Head of Customer Experience
      • Jeff
      • 2 yrs ago
      • Reported - view

      Markus Mahr Thank you for tagging me!

      Walter Hofstetter –Email support@neeo.com if you haven't already and I will provide you with some more instructions to get this working :)!

      Brad Goertzen –Did you resolve your issue? If not, let me know and we'll get it working ASAP.

      Thanks!

      Reply Like
    • Jeff sorry for not responding earlier. I was having trouble logging in to planet.neeo from my phone. Your fix worked and I’ve been up and running with no problems. 

      Reply Like 1
    • Jeff i will be emailing support as well. One of my remotes will no longer respond. Ive tried all suggestions in this thread with no success. 

      Reply Like 1
  • Thanks! mail sent.

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  • Having the same trouble, left the remote on the charger for a day or so now un-responsive. Have mailed support

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    • Doug Cain Did you allready tried the Force reboot methode? If not please try it out. Therefor hold down the Power Button for 10 seconds, release it and repress it for 1 or 2 seconds.

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      • Doug Cain
      • Doug_Cain
      • 2 yrs ago
      • Reported - view

      Markus Mahr yes had tried that apologies should have mentioned it in the post

      Reply Like
  • Same for me; worked one day, put it with about 80% charget into the dock, next morning the remote was gone black and coudn't be resurrected ever since. Tried all the button-press-combinations that were mentioned here. Already contacted support yesterday, still waiting for reply...

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  • Same Problem. Device is dead...😕

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      • Walter Hofstetter
      • Security Systems Engineer
      • Walter_Hofstetter
      • 1 yr ago
      • 2
      • Reported - view

      Guido Schluep e-mail to support helped in my case....

      Reply Like 2
  • Holger Schmidt Guido Schluep Sorry to hear your NEEO Remotes are unresponsive. Can you please email support@neeo.com so we can replace the NEEO Remotes?

    Thanks!

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    • Jeff Thanks for the offer. In the meantime, the remote works again.....but from time to time the device has unexplained blackouts

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      • Jeff
      • Head of Customer Experience
      • Jeff
      • 1 yr ago
      • Reported - view

      Guido Schluep When you say "Blackouts" do you mean the screen turns off on its own or the remote becomes completely unresponsive?

      Thanks!

      Reply Like
    • Jeff the remote becomes completely unresponsive! And suddenly after a few hours the device works again. During this phase, resetting does not work either.

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      • Jeff
      • Head of Customer Experience
      • Jeff
      • 1 yr ago
      • Reported - view

      Guido Schluep Thanks for the update. Can you please perform the recovery on the remote? Here are the steps and I also recommend disabling NEEO Link:

      1. Hold the power button on the NEEO Remote for 15 seconds

      2. Wait a few seconds

      3. Press the power & mute button simultaneously for a few seconds

      4. You should see the option for recovery, follow the on-screen steps

      Reply Like
  • I am experiencing the same problem of dead remote.

    None of the procedures described has worked. It looks really unrecoverable.

    I have used the remote for a couple of months without issues.

    Yesterday, I did the upgrade of the brain. When I later picked the remote I found it dead. 

    Not sure if the FW upgrade is just a coincidence for the remote failure.

    Changing power outlet did not give any result.

    What should I do now?

    Reply Like
      • Jeff
      • Head of Customer Experience
      • Jeff
      • 1 yr ago
      • Reported - view

      Natalino Romio Thanks for posting this, can you please email support@neeo.com so we can proceed accordingly?

      Thank you,

      Reply Like
  • i have the now same problem with my remote, suddenly completely dead. I've checked supply which is ok and the key combinations mentioned above, but no luck

    Any suggestions?

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    • Lars best is to send an email to support I believe.

      Reply Like 1
      • Lars
      • Lars
      • 1 yr ago
      • 1
      • Reported - view

      Niels de Klerk  Thanks, yes i just did that

      Reply Like 1
      • Jeff
      • Head of Customer Experience
      • Jeff
      • 1 yr ago
      • Reported - view

      Lars Hello! Thanks for emailing support we'll get right on it to begin the replacement process :).

      Reply Like
  • Remote dead. No life. After a few days sitting in its charging station, completely unresponsive. Various 10secs on, wait, etc no help. 

    If there is a ‘secret fix’ why isnt it posted?

    email sebt to support. 

    Reply Like
      • Jeff
      • Head of Customer Experience
      • Jeff
      • 1 yr ago
      • Reported - view

      Adrian Hello! You should have received an email from support with the following instructions:

       

      1. Remove the NEEO Remote from the docking station

      2. Press and hold the power button located on the upper right-hand corner of the remote for fifteen (15) seconds

      3. Wait for  (3) three seconds and then press the power button once more three (3) more seconds.

       

      In the event, it's still not working, change the cable between the docking station and brain to make sure the cable is in working conditions. Charge the remote for a couple of hours and try the initial 3 steps once more.

       

      If the NEEO Remote is still unresponsive try the following:

      1. Hold the power button on the NEEO Remote for 15 seconds

      2. Wait a few seconds

      3. Press the power & mute button simultaneously for a few seconds

      4. You should see the option for recovery, follow the on-screen steps

       

      Thanks!

      Reply Like
  • HI I had the same problem on my remote, none of the hold "button" short cuts worked for me the remote was just dead.

    I have had the remote on the shelf for awhile (2-3 weeks) waiting for a replacement.

    I have now tried to charge it again, and it works :-)

    I believe that the complete discharge of the battery made the cpu make a real hard reset.

    maybe that something to tryout 

    Reply Like
      • Adrian
      • Adrian
      • 1 yr ago
      • Reported - view

      Lars    Thanks Lars...I'll try that.

      Reply Like
  • Same thing happened to me. I was able to remove the two small screws On the end of the remote and get the cover off the back. Once you have the remote open you will find a small connector that connects the battery to the circuit board. If you disconnect then reconnect the battery the remote will turn on. Looks like it needs a “hard” reboot. Waiting for the battery to fully discharged is a very long but similar method to force the hard reset. 

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