Brain Disconnected

Everything was working without issue this morning before leaving for the day. I returned home after work to find the brain with the blinking LED. Blinking doesn't stop. Remote can not connect to brain and app can not find the brain on the network. Unplugged brain and tried again with the same results. Connected brain to the network LAN and still no connection. Opened network admin tools and saw NEEO on client list through LAN. Assigned a manual IP to the neeo device on the network and the LED blinking still continues.

 

Any suggestions at this point?

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  • When the LED keeps blinking that basically means that the NEEO Brain is not ready. I will send you a private message that will help to get you up and running again hopefully.

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    • Patrick Hi Patrick, I'm facing the same issue. LED light on brain keeps blinking. I'm trying to reset the brain to factory settings. For some unknown reason it suddenly stopped discovering PS4 so thought to reset it which lead me into this situation. Let me know what's the fix. Thanks!

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  • I am having the same issue... just happened last night when the remote got stuck and I tried rebooting the remote, turns out the brain seems to be the problem.

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  • Could you both also let me know which firmware you are running?

    Chris Logan Are you running your NEEO Brain with Ethernet or on WiFi?

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  • Currently connected via WiFi, I’d be happy to just reset the brain and go from there... can’t find firmware version because nothing will successfully connect (remote or iOS app).

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    • Chris Logan Can you reconnect to Ethernet for now and try to connect and check firmware version like this? If it's not 45.7 please do the update first and continue then. This will bring you to success the fastest. Thanks

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  • Aaron Ranson We once had a case like this in a setup where the customer used a 3rd party power supply. Just quickly wanted to check that this is not the case here? Using the original power supply is required. Thanks for a quick confirmation. And - even if it is another issue I'm confident you will be up and running shortly again. Thanks

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      • Aaron Ranson
      • Consumer
      • Aaron_Ranson
      • 1 yr ago
      • Reported - view

      Raphael Using original power supplies. Are the two specific for remote or brain? I was also running latest firmware at the time. I had to leave town for the past few days but I did get it back running again before I left. Unsure if it is what I did or just a coincidence though...

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    • Aaron Ranson The two power supplies are identical so users can't do anything wrong there. Glad to here that you got it back running. I can imagine two things that could have caused this: If for some reason the device cannot complete the boot process it would keep blinking and would not be ready for use. The only time I have seen this though was with that 3rd party power supply. The most likely thing that happen in your case is that the brain was in a mode used for recovery. You reach that by pressing and holding the pairing button in the brain for about 10 seconds. If you get in there again - the fastest way out is to simply power cycle the brain, wait a minute until it's booted and you should be find. Let us know if you need any further assistance. Thanks 

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      • Aaron Ranson
      • Consumer
      • Aaron_Ranson
      • 1 yr ago
      • Reported - view

      Raphael it wasn't in rescue mood initially  when this occurred. It was working one morning and when i returned home it was disconnected and still blinking white. This is when I tried to power cycle it, check network maps, wifi or Ethernet. I will copy here what I messaged Patrick on my last few steps before it began working.

       

      " I was able to get it back up before I left. I could not get it to connect through wifi or Ethernet initially. I entered the brain into rescue mode with Ethernet and was able to locate the brain ip on my network. I statically assigned an ip to is while in rescue mode and then powered down (did not attempt to check or dl firmware knowing I was up to date). When I powered the brain back on it connected finally and I could see the brain's wifi ip as well this time. This was something I could never see prior when the issues were occurring. With the wifi ip visible finally, I assigned a static ip to that as well. 

      I was able to ensure it worked a few hours after that but have left home since. Still unsure of what the underlying issue and whether what I did helped anything or it just started working by coincidence, haha."

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      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 1 yr ago
      • Reported - view

      Aaron Ranson Thanks a lot for the feedback, glad to hear that you are up and running again. I honestly do not have an explanation for what was exactly happening. As Raphael said, we do currently assume that a service on the NEEO Brain crashed.

      Please let us know if that happens again.

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  • Looks like I just ran into a similiar problem. I wanted to change something with the app but I could no longer connect to the brain no matter what. So I figured I might just cold start the brain. So I unplugged it waited a few seconds to let it start up from scratch. Now it does not stop blinking anymore. I was using the 0.46 firmware whilst this happened. Also, maybe it is useful to know that before this happened I had a weird behaviour of the remote. The two symbols upper right hand started to go on and off randomly and when I hit a command it briefly showed  "Please wait" message. But the commands worked however. Now nothing works anymore though.

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    • Well, I was able to get it back working now by rebooting it with LAN cable plugged. For what reason ever the WiFi just for the brain failed. No idea. It's not like it would be far away from the router. I will try to get it running on WiFi again and keep a close eye on this.

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      • Aaron Ranson
      • Consumer
      • Aaron_Ranson
      • 1 yr ago
      • Reported - view

      Thomas Hebendanz It does sound similar to what I was experiencing. If you plug in the brain to LAN can you see the ip on your router client list? I could see this IP yet the led continued to blink.

       

      Also not sure if worth noting, but I use an ASUS RT-N66W router running Merlin firmware.

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    • Aaron Ranson It starts up when I plug it to the LAN and seems to work. I just tried to boot it on WiFi again but it does not seem to work. When the LAN is not plugged it would just continue blinking for infinity.

      When I plug i on LAN however it starts up and seems operational.

      I wondered. When it starts up the 24th or 25th blink is a red blink instead of white. Dunno if that has any special meaning.

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      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 1 yr ago
      • Reported - view

      Thomas Hebendanz You are using the original power supply which we sent with the NEEO, right?

      When you NEEO Brain is up an running on ethernet, did you go to the settings in the app and reconfigure your WiFi settings? If not, can you give this a try?

      I will have a developer take a closer look at this.

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    • Patrick That worked. Well it reconnected to the WiFi after resetting up in the app. I'll keep an eye on that.

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    • Patrick Oh and yes. Am using the original power adaptors you shipped.

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      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 1 yr ago
      • Reported - view

      Thomas Hebendanz Glad to hear your NEEO is up an running again.

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    • Patrick Well, today the remote lost connection again and when trying to connect via app it said that NEEO Brain would not be responding (almost the same with the latest firmware now). However, I coldstarted the brain and the remote has connected again. It also stopped blinking but the Android app cannot find the brain anymore. 

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    • Patrick Right. Not sure what is happening here. But the connection between the Remote and the Brain seems not be of the most stable kind since the reboot. The connection is lost now and then. Also the WiFi connectivity did not come back, even though the brain is not blinking. The Remote shows the WLAN IP but connecting to that just leads to an brain does not respond answer telling me to wait until it would stop blinking. Discovery of the brain does not work at all at the moment. So something must be fishy on the networking part still.

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    • Patrick Kay. Yet another update. So roundabout half an hour later the WLAN connectivity decided to come back out of the blue.

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    • Patrick Well. It just happened again. I rebooted the brain but it cannot be found on the network despite it not being blinking. It is solid white but cannot be found by the app neither by the remote.

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    • Patrick Hi Patrick. This is somewhat strange. I could not successfully power the brain after I posted yesterday so I left it unpowered overnight. (also shut down the remote, not sure if that matters really). This Morning I powered it and it connected just fine again.

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    • Patrick Hi Patrick,

      I don't know. It happened again. This morning the brain is not reachable anymore despite beeing lit solid white. I even assigned it a static dhcp ip so that would not change anymore but that didn't help either. It seems like the firmware runs into some deadlock for communication every few days. Any ideas?

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  • Patrick so I believe I may have narrowed down the root of the problem for my issues. I noticed when I got home today I was back in constant blinking mode. I also noticed the power had gone out at some point during the day. They are doing a lot of construction around me so it is not uncommon for power to go out for a second and come back on right now. I went and looked back at my logs on my ecobee and saw a power drop during the same time frame I had issues the first time around.

     

    I still had my Ethernet wired from the last time I worked on the brain, but my network would not find it despite it being assigned a static ip last time. Still no discovery on the network after a reboot. Unplugged Ethernet and power cycled the brain and had no issues with brain connecting this time (I assigned static for wifi Mac last time around). I am going to try a few things to recreate the problem to ensure it is an issue with power dropping. An apc backup should solve this issue in the future. I have been wanting to put a backup on my system anyway.

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      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 1 yr ago
      • Reported - view

      Aaron Ranson That is a really interesting find. I will also have our testing team trying to get this reproduced. So basically that would be a power outage which is so short that the NEEO Brain may not be doing a full reboot, it would only have a short drop, but not a full outage.

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    • Patrick I have a general question about Power-Adaptor. I Use many devices who needs 5 V. For that a Have a 5 V Powersupply with egnouh Power (about 10 A, devided by 5 Ports). In my opinion it make no sens that every device uses there own Powersupply.

      Is there any seriusly reasen why that not should be ok?

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      • Steveeo
      • Steveeo
      • 1 yr ago
      • Reported - view

      Andreas Coradi Patrick I suspect that Neeo provides separate power supplies because not everyone will have the Brain and the charger for the Remote located near each other. In any case, is there a reason we can't just use off-the-shelf USB power supplies with multiple ports (e.g. https://www.anker.com/products/108/Chargers) when the devices are near each other?

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    • Steveeo Andreas Coradi I use an Anker 5-Port USB Power for the Charger actually. It is located at the Sofa for charging phone, tablet and also the NEEO. This works perfect.

      I would say, the case why NEEO provides the Power Plugs is, because they are tested with the Units and have enough power output to drive both. They are the same, because this is cheaper. Also they use their own parts for reliability, for the complete Package they become the "green" light from the different authoritys around the clobe, if the user now uses an other source to power, this can (but actually not will) harm the brain or the charger or the remote, and then the user is respnisble for that. If you use the Original Plugs, NEEO is responsible that form fit and function is provided.

      I guess, if you don't use a USB Charger that only puts out 500mAh per port everything is fine. The most used Adapters today are capable to provide the 2.1mAh on the port.

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    • Markus Mahr Actually I never ever used the original Power-Supply (because I have the US Neeo use in Switzerland). It seams we have a similar setup :-)

       

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      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 1 yr ago
      • Reported - view

      NEEO has been tested and certified with the power supplies which we deliver, so that is what we officially support. In a support case, we would therefore have to ask you to go back to the original power supplies. In the worst case using a foreign power supply could void your warranty, especially if it is not certified.

      I would go ahead and say "you should be all fine if you use a strong power supply from a known manufacturer", but I would also like to share some personal experiences:

      In my last job, we did have a project where we did test a huge load of USB power supplies for an insurance company. This was initiated by a couple of fires in the past which apparently were related to cheap USB power supplies. We were surprised in a bad way, almost 80% did not perform within USB specification concerning the voltage, almost 70% did not manage to deliver the specified current. Even worth, some melted at the specified current and therefore exposed mains-voltage. So never get cheap USB power supplies.

      So there really could be issues which would be impossible to explain, like connectivity and reliability problems.

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      • Dillon Moulder
      • Product Owner
      • Dillon_Moulder
      • 1 yr ago
      • Reported - view

      Andreas Coradi If you buy a Liteon PA-1100-25AE, you'll be using exactly what's been supplied to EU customers.

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  • Patrick Thanks for the explanation. I'm also fully support what you told.

    I personally use the Anker 5-port USB devices if i have more then one USB Device, with these i never had any issues. Also the company is very well known and the #1 for Power supplys in the US market. According measurments the ports are in range, so it should not come to issues, but again, you are fully right when saying it can come to issues.

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    • Markus Mahr Patrick  Just to who it may interesting. I made some tests with powersupply. Setup was 2.7ohm witch result in about 1.9A current. Red Line is the DC-Voltage. Yellow Line is the AC-part on top. First the original:

       

      interference frequency: 72.57kHz max amplitude: 40.8mV

      China XBX09 5-Port (40W) same to Anker 40W:

       

      interference frequency: 88.68kHz max amplitude: 98.4mV

      Ikea 3-Port USB Charger:

       

      interference frequency: 31.4kHz max amplitude: 40.0mV

      It seams they are all not to bad. Biggest surprise to me is the Ikea-Charger :-)

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    • Andreas Coradi Andreas Coradi hahaha wow. Talk about electrical engineering nerding out! Bravo! 👍

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  • I have a similar issue. After upgrading the firmware of the brain, it does. Org er out of the blinking mode and I can’t connect with the app. 

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    • Tom Z Did you also try to reboot the brain after the Firmware failed? Is your brain active in your Network? Can you reach the IP via a Browser form a Laptop or PC?

      Try out if you find the IP and check http://IP-OF-YOUR-DEVICE:3200/eui

      if you can access there, go to the menu, open the Brain entry and perform the Remove all Data (reset) part and then try to reinitialize the Brain. Your data is stored in your accound an should be recoverable, or you set it up from scratch.

      To repair your remote, shut it down. Hold Back and Power until you see the introduction on the Screen.

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  • I tried to reboot but did change anything. And the brain is not reachable via its IP

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    • Tom Z ok, then there is annother Possibility, but i'm not really familiar with it. I think the best what you can do now is to Contact Patrick via Direct message and ask him how to get the brain back to live. I will Contact him also and point him to this Topic. Sorry for that bad start from my side! Hope it can be fixed without replacement!

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      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 1 yr ago
      • 1
      • Reported - view

      Markus Mahr Thanks a lot for the hint.  Tom Z Since I need to leave soon for a family reason I will have our support team get in touch with you as quickly as possible. 

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      • Tom Z
      • Tom_Z
      • 1 yr ago
      • Reported - view

      Patrick Great! Thanks!

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  • I'm having a similar issue. Everything was working fine, but since this morning I can't connect to the brain anymore (white LED is on, not blinking). Neither remote nor App can connect, power cycling the brain or re-pairing doesn't work. App & remote show that they find the brain, but can't connect. This is super annoying, so a fix would be great. Thanks!

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      • Hannes
      • Hannes
      • 1 yr ago
      • Reported - view

      Addition: I also tried to connect with the network cable plugged in, NEEO shows up in my routers device list via WiFi & wired, but can't connect at all. Also accessing the brain status via IP/browser, it fails (screenshot attached).

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