Cannot communicate with Brain!

Over the last few days I am getting the message "Cannot communicate with Brain!" at random times, usually when I pick up the remote to fast forward a show. I seem to be on the latest firmware and rebooting the unit does not make a difference. Also I am 2 feet from the Brain when this occurs. Any ideas? Are there any logs that I can pull to see what the error is?

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  • Which firmware are you actually running on the NEEO Brain and the NEEO Remote?

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    • Patrick brain 0.45.7-20170629-bd15897-0824-150808 remote 0.45.6-8302b030

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    • @Patrick  Any ideas? As it stands I cannot use the remote since the reliability is not there. BTW,  the signal strength of the WIFI connection at the Brain does not seem to seem to be that great compared to other devices. See attached. First image is from the AP side second is from a laptop next to the Brain.  I am using a Ubiquiti UAP-AC-PRO-US access point

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    • Mark Schmal I just posted similar info in another related thread called "remote not finding brain" https://planet.neeo.com/t/m2ff01/remote-not-finding-brain

      I am in the same boat, Unifi - but mine is a 3 AP mesh... putting remote next to brain, they are off by a couple of dBm but not that much different that yours shows. That's really off. Try putting them side by side and refresh your unifi view to get new signal strength. They should proably be close. That being said, why these things keep disconnecting is a nifty mystery, but check the thread I referenced above. Putting the remote in debug mode, shows that it connects to brain fine, but gets a 500 app error. So code on brain seems to be at issue.

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  • I get the same issue intermittently. Running the latest firmware. 

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  • Mark Schmal and Tyler Pruce  Did I understand correctly that your NEEO Remote is actually able to connect and that you getting the "Can not communicate with brain..." message every once in a while? If that is the case, I do not think it is the same issue as  Peet Wright is having since his NEEO Remote is no longer able to connect at all.

    Can you let me know about your WiFi setup? Are you using separate SSIDs for the 2.4 and 5.0 GHz networks? What encryption are you using? Are you both running the NEEO Brain on WiFi?

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    • Patrick It's worth noting - my remote originally said "can not communicate..." Having seen it the first time before going nuclear and starting over, I didn't monkey with it the second time. But that was, indeed, on my screen. Can't say it's related/unrelated but FYI.

      Like 1
  • I am using the same SSID for both 2.4 and 5.0 and the security settings are as follows

    WPA Personal
    WPA2 Only
    AES/CCMP Only

    I am also having trouble enabling debug mode. Can you explain again how to do this?

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  • Could you test if separating your WiFi, or rather giving it two different IDs makes a difference?

    Debug mode:

    Press repeatedly on the hard buttons <menu>, <channel down>, <menu>, etc etc until it's there, to turn it off follow the same steps. 

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  • I've been having the same problems daily and now my neeo won't/can't connect with my wifi. Help please 

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

      Jay Gagnon Is the NEEO Brain still available when you use the app? Or are you not getting a connection to that either?

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    • I'm having the same issue. I can use the app it's just the remote that won't connect with the brain 

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

      Erik Meyer Where are you stuck exactly? Did you get through the pairing process with the NEEO Remote? Or is it rather loosing the connection?

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    • Patrick I got through the pairing process, but I was losing connection on Sunday. Last night I was able to use the remote fine, however. Hopefully it was just a temporary issue and everything works fine now.

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

      Erik Meyer Thanks for letting us know, and don't hesitate to ask again if the issue re-appears 👍

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    • Patrick it’s available now via app but our remote now will not charge on he charging station. We’re tired of waiting for responses and repairs to make this work. What steps do we need to take to intiate a return for a refund?

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  • Same issue. Cannot communicate with the Brain!  Both handset and phone. Was watching a movie, went to hit pause and received the error message. I had to unplug the brain, reboot the handset and the re pair it. It did not work the first time but did the second. Brain did not understand the movie was still paying so restarted the whole process and the movie once it could communicate.  30 min later it had the same problem.  Went through the whole process again.  Worked great for 20minand has the same issue now again.   Not a good first night with Neeo. 

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

      Peter Welcome on Planet NEEO. Could you add a little more information? I would be interested in knowing the firmware that you are running on your NEEO Brain and Remote. Is your NEEO Brain running wirelessly or is that plugged into ethernet?

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  • Dumb question but how do you reboot the handset? Mine is just infinitely stuck on the can't communicate with brain screen

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    • Erik Meyer You can try to reconnect the Remote to the Brain, therefor perform the following:

      1. Hold down the Power Button at least for 7 seconds that cuts the Power from the Remote

      2. press and hold both together the back and the power button.

      3. follow the instructions provided at the Remote.

       

      These steps should repair your Brain and your Remote! If this also will not help, try to reboot the neeo Brain by pulling out the Power cable and try the same (if neccessary) afert reboot of the brain.

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  • Unfortunately this problem has been reoccurring about 1-2x per week. I unplu all cables and it eventually starts to work again. Not ideal. 

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

      Jay Gagnon Could you describe your Network set up a little bit? You are not the only reporting this issue and I am kind of trying to find what your setups have in common so that we can really get a trace for the actual cause of this issue.

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    • Currently my neeo is connected with Ethernet directly to our router. I have tried connecting neeo thru WiFi only and have had the same problems. I am now having to reboot the neeo remote almost daily because it will freeze up and just say “cannot communicate with brain”. We have also had troubles with the neeo remote randomly turning our receiver off and on without the tv on. We mostly use the remote to control and watch shows thru Apple TV. Hopefully there is a solution so this doesn’t happen any more. We are at the point where we need it fixed or would like to return it for our money back. It is too finicky for this price. 

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

      Jay Gagnon You you let me know your NEEO Host? You can find that in the about section in the settings on the NEEO App. Sorry, I forgot to ask in my last post. Then I can have a developer take a look at your logs, I don't have access to these myself.

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    • Patrick see image...

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  • Same issue here, the last 3-4 days about 3-4 times a day I need to reboot the remote to stay in connection with the brain.. Everything is running on 2,4Ghz and has been 100% perfect until now.. ?

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  • Since the last firmware upgrade I am having similar issues with the remote constantly loosing connection to the brain. I have multiple brains and remotes and I am encountering the same issue with both of them. Both brains are connected via Ethernet and are within direct line of sight to the remotes the furthest distance bing about 10 feet. The only way to resolve the issue is to reboot the remote and sometimes it will say it can’t find the brain at all. I then have to power cycle the brain  

    Its getting so bad that my wife has actually stopped using the NEEO and gone back to the harmony remote. 

     

    I have attached Che’s a number of screen shots to show firmware versions as well as the debug info  

    any help on this would be appreciated  

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  • Patrick any update in what may be causing these issues. It is happening so often now the remotes are no longer usable. I have not added or removed anything in my environment since I first got the remotes.

     

    Today my my wife was actually in tears as she was beyond frustrated.

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  • I’m having the same issue, my bedroom remote stays connected most of the time. However the living room remotes loses connection every night and it takes several retry attempts to connect. I only watch TV in the evenings, so every night I have to go through this.

    I’m on the verge of buying a new router to see if it has better luck. Please help.

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  • You can add me as well. I get the "cannot communicate with brain" once or twice per day when I click on a recipe. If I wait it will connect after about 1 min. Then I have to go back and run the recipe again because the remote thinks the recipe have been activated but it has not. Extremely frustrating.
    My network has several APs and all are using the same SSID. I will try to separate the 2,5 and 5ghz networks and see if that helps.

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  • Any chance of this issue ever being resolved?   I have 2 units and the problem is still occurring on both. When the WIFI connection fails so does the SixLowWPAN failover connection. So what is going on? Can you reproduce this in the lab? If you need someone to test a possible fix or you need more information from me please contact me.

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  • Same issue occures on my remote. Also using UAP-AC-PRO.

    I‘ve a extra SSID because Neeo can‘t connect at all if Fast Roaming feature is enabled.

     

    Is someone look at this issue? What logs/debug info do you need exactly?

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  • Patrick

    Unfortunately I have the same issue now. I get the "cannot communicate with brain" once or twice per day. Using the app everything works fine.

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      • Pontus Lernhag
      • Live long and prosper!
      • Pontus_Lernhag
      • 2 yrs ago
      • Reported - view

      Tobias Buser Once I separated my 2,4ghz and 5ghz networks I got rid of the connection problems. Until yesterday when it started again. So something must have happened.

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  • Same story here, lots of disconnects and notices that it can no longer find the brain. Working on the latest firmware as of writing (18 march 2018) and using Netgear Orbi as an access point.

    Splitted my networks in 5ghz and 2.4ghz especially for Neeo (Neeo and the remote are the only devices working on the 2.4ghz). Also tried disabling the 2.4ghz on the Netgear Orbi and using the wifi from the router itself, a special dedicated network for only the Neeo, but also the same problems.

     

    The wife stopped using the Neeo, and to be honest, it is getting harder and harder to remain enthusiastic about the device because of the all the errors and disconnects. So far, I get it running again with rebooting the devices and trying a few times again.

    Most of the times the app can still reach the brain and works as intended, it is mostly the remote that keeps disconnecting.

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  • Patrick I have exactly the same problem. No communication with the Brain several times this evening. It is really hard to work with the remote control.

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  • Add me to the list as well. My remote has gotten the "cannot communicate with brain" error several times. Usually it starts with a "please wait" error. Then it beeps at me and I get the cannot communicate error. Everything has been fine and nothing odd is going on. The brain is on the same wifi network as the roku as the remote. The remote just ceases to function. Sometimes accessing the neeo app on the phone "unlocks" the error and the remote returns. Sometimes not. Sometimes none of the buttons on the remote work EXCEPT the power button. B/c I hit that and my systems shuts off but the remote magically works now. Its very weird.

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  • Patrick I too have the same problem. This happens several times in the evening. It seems like the remote is going to a deep sleep. And this creates this problem.

    (Auch ich habe das genau gleiche Problem. Dies kommt mehrmals am Abend vor. Es scheint so, als dass die Fernbedienung in einen Tiefschlaf geht. Und dadurch dieses Problem entsteht.)

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  • I'm having the same problem. Cannot communicate with brain. Remote is not usable and the iOS app cannot connect. I'm running the latest firmware versions. I've started from scratch again and can set up the brain via Ethernet connection. When I disconnect the Ethernet connection I get a message (on iOS app) that 'this device has no wifi connection'. By this I assume it's my iPhone that is being referred to. The phone has a good wifi connection. If I try the Neeo remote I get as far as 'loading interface' and then the message 'oh no! Something went wrong!' I try again and get the same result. If I restart the brain as requested I get back to the oh no! message. I give up. 

    I hope you are aware of the provisions of Australian Consumer Law, as I'm getting close to asking for my money back because this device is not fit for purpose 

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  • Brian B Chad L. Pontus Lernhag Mark Schmal vistalba Tobias Buser   Leroy de Rouwe  Roland Berner  Mr. Joshua John Mills
    Thank you all very much for reporting this. I'm very sorry to hear about that.
    Do you know, when this happened for the first time? 
    There was also another interesting Topic by Chad L. over here
    Could you also test if separating your 2.4 and 5 GHz WiFi on separate SSID makes a difference? (After changing that setup, you'd have to setup the Wifi again in the settings on your NEEO Brain before pairing your NEEO Remote again.)

    Could you please confirm that you have tried these steps, too:

    1. Reboot the router and when its back online connect the NEEO Brain via ethernet
    2. Reboot the NEEO Brain. When the NEEO Brain has a solid white light you can attempt to pair the remote once more
    3. Pair your NEEO Remote again: turn it off, then press and keep pressing the hard buttons "Power" and "Back" on the NEEO Remote, this will bring you back to the setup screens of the NEEO Remote. (You can also try to Pair it while the brain is connected via ethernet cable.)
       

    Thanks in advance for all further information, that will help our developers a lot!

    Like
      • vistalba
      • vistalba
      • 2 yrs ago
      • Reported - view

      Ingrid since the FW upgrade of Neei this is not happen for a long time.

       

      just a few infos about my setzp:

      Bacause Neeo doesn‘t support 5GHz at all, I‘ve already a ‚legacy‘ WiFi SSID only with basic settings and 2.4GHz only. Rebooted AP multiple time in this period. Neeo was ablte to connect after that... but other Devices didn‘t have such issues, so I dont think it was a AP related Problem. (Maybe more somethin in combination of Neeo and the AP. I use UniFi UAP-AC-PRO).

      I resetted Neeo multiple times, but it did not solve the strange behavor. (Did not happen every time.. only sometimes).

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    • Ingrid As I stated in my reply, I already splitted the WiFi networks in 5Ghz and 2.4Ghz. Only Neeo is on the 2.4Ghz network of my Orbi router. I alos tried a stand alone 2.4Ghz network from my ISP router, also the only device on there. In both cases it works for some time, but eventually the remote can not find the brain anymore. If I hard reset it and start the recover procedure It sometimes works for a few hours again, but always ends in the case as described above.

      Mostly the error message I get now is 'cannot find brain ip' after trying to reconnect like step 3 you described. It succesfully finds the brain, copies it's wireless settings, tries to load the interface, and then break with the error message 'cannot find brain ip'.

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    • Ingrid I did some more testing, and occasionally it will connect. After a few minutes the remote says the exact message 'NEEO Brain IP unreachable'. I read above that this also happens with a UniFi UAP-AC-PRO, this is also a mesh network device, this might be the cause of this problem? I am using the Netgear Orbi Mini RBR40 + 2 satellites for my wifi setup. No problems with other devices so far, and I'm using quite a few different devices (iPhone, iPad, Android phone and tablet, Macbook, Window laptop, Apple TV, Media player, smart TV, Next cam, all these are wirelessly connected without any problems, tested on %ghz and 2.4Ghz to make sure both types of network are correct)

       

      Perhaps NEEO does not know how to correctly handle a mesh network with multiple access points broadcasting the same network throughout the house? Not sure if others who also had the problems have similar devices to create a mesh network, might be a direction to pursue towards replicating the problem on your side to find a fix :)

      Like
      • John Mills
      • John_Mills
      • 2 yrs ago
      • 1
      • Reported - view

      Ingrid Thanks, that has worked for my very simple setup. Excuse my pessimism, but we'll see for how long.

      Like 1
    • vistalba  Hi, thank you for posting your feedback and all information. So do I understand correctly that this is solved for you at the moment since the latest firmware update 0.48.35? Or does it still occur sometimes? 

      Leroy de Rouwe Thank you very much for your feedback.
      I agree, that the mesh network could be the right direction for further research. Thanks for the hint, we will definitely examine this more closely. 

      I think, it would be really helpful to get more information from the other users, which mesh network device they have. Brian B Pontus Lernhag Mark Schmal Tobias Buser Mr. Joshua Roland Berner

      John Mills  Glad to hear! 
       

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    • Ingrid Since I "re-paired" the devices according to your recommendation, the issue seems to be solved for me so far ....

      Like 1
    • Ingrid For my own set up, I do not use a mesh network. I have a simple Netgear router. It does operate at both 2.4ghz and 5ghz but they are separate and distinct networks. Also the brain is only connected to the 2.4ghz network. I have only noticed this happening within the last few weeks. And there seems to be no rhyme or reason. I can FF to a point in a movie, set the remote down on the arm of my chair. Pick it back up 2 seconds later to turn up the volume and boom, get the "please wait" dialog box followed by the "cannot communicate with brain" dialog box. It happened just last night. I had to power off the remote and restart it to clear it up. Then it worked fine the rest of the night.

      Like
      • Chad L.
      • Chad_L
      • 2 yrs ago
      • Reported - view

      Ingrid rebooting the router never helped. The only thing that helped was resetting my router. Once it was reset I haven’t had a problem since. This was before any firmware update too. Both of my NEEO’s are connected via Ethernet to an ASUS RT-AC86U.

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      • Pontus Lernhag
      • Live long and prosper!
      • Pontus_Lernhag
      • 2 yrs ago
      • Reported - view

      Ingrid I have 3 ASUS routers (different models) where 2 of them is acting as APs. So not a proper mesh network. I had a lot of problems when I was running my 2.4ghz and 5ghz on the same SSID name. After I separated them it has worked a lot better. But after the last firmware I had some issues but now it is quite rare.

      Like
      • vistalba
      • vistalba
      • 2 yrs ago
      • Reported - view

      Ingrid Yes, thats right. At the moment I connected Neeo with LAN cable. So maybe there are errors but I didn‘t notice.

      One more thing is that I can‘t disable the WiFi on the Brain.

      And another is that Neeo Link does not connect every time. If Neeo Link isn‘t connected, battery is dead in about 1 day. 

      Like
  • Ingrid I do not have a mesh network. For me, the FritzBox 7590 is in use. A 2.4Ghz and 5Ghz WLan. I connected the Brain with LAN to the Fritz box. My interruptions always come when the remote control is left for a long time during operation. It seems like she is going to a deep sleep. If the remote control is raised, waiting for a moment and then being operated, the error almost never occurs.

     

    (Ich habe kein mesh Netzwerk. Bei mir ist die FritzBox 7590 im einsatz. Ein 2.4Ghz und das 5Ghz WLan. Den Brain habe ich mit LAN an die FritzBox angeschlossen. Meine Unterbrüchche kommen immer dann, wenn die Fernbedienung während dem Betrieb längere Zeit liegt. Es scheint so als ob sie in einen Tiefschlaf geht. Wenn doe Fernbedienung angehoben wird, einen Moment gewartet wird und dann bedient wird tritt der Fehler fast nie auf.)

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    • Roland Berner did you set up dedicated ip adresses for the Brain and the remote? your fault is going to sound as a ip-aquisitation run to long.

      I had the fault previously with the same router, but after setting up dedicated IP adresses for each of the 3 MAC i never saw such a failure again. (1 MAC is used by the remote, 1 by the NEEO Brain WiFi and 1 by the NEEO Brain LAN)

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    • Markus Mahr Do you mean a fixed address for the devices with a dedicated IP address?

       

      (Meinen sie mit dedizierte IP-Adresse eine fix vergebene Adresse für die Geräte?)

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    • Roland Berner yes, so that the devices get allways the same ip when. Booted. 

      The fritz.box decides on base of the known Mac addresses which ip to use.

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    • Markus Mahr Thank you. Then I understood that correctly. Will try it out tonight.

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