Remote will not power on

Patrick who should I get in touch with for a remote that will not power on? I have a black cat combo as well as two other combos. One of the black cat remotes does not power on at all. I thought the remote just needed to be charged when I got it but it still won't power on. I have tried charging in the two other docks that I know work as they charge the other remotes but it looks like this back cat remote is dead. 

I have Ave tried to press and hold the power button to see if that does anything and still nothing. 

Is there anything else I can try or do I need to look at how to get a replacement? 

I have also tried pressing th power putting for 10 seconds, realeasing and pressing power again nothing happens  

I have tried pressing power and mute for 10 seconds and nothing happens  

I have tried pressing power and ok for 10 seconds and nothing happens  

I have done all three above in a tested and working dock and out of the dock and still will not power on  

I think I'm out of options but if anyone knows anything else I can try please let me know  

 

i have Ave also sent a request to support the request number is 16454

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  • Hi Brian!

     

    Sorry to hear about your NEEO Remote. I have also emailed you via the support ticket you requested. I look forward to your response on there and we will get you a working unit as quickly as possible!

     

    Kindest Regards,

     

    Jeff Z

    Like
    • Jeff Markus Mahr I have the exact same issue. Seems like a dead on arrival. 

      Also the black cat edition. Arrived today. Everything worked fine except the remote. It's a beautiful black thing that doesn't power on. Kinda disappointing after a few years of waiting. 

      Also opened a support ticket today. 

      18556

      Have to leave the remote in the charger for a night before taking further action. 

      But don't think this will solve the issue 

      Like
    • Jeff Like I said, It seems that this did not fix the issue. I have a dead remote on my hands.

      Like
  • Same thing here for me. However my remote was working at first. I opened a ticket with zendesk. In dock, out of dock. Read all the other threads and tried everything they said to do. Won’t turn back on. 

    Like
    • Dallas Marley You mentioned that you read all other topics, so i guess, that you allready try the force power cut and restart? if so, ignore my post. if not, try to hold the power button for at least 7 second, then remove your finger and press again for not longer than a second.

      if this brings not up your remote, there is something wrong, if this brings it back up, there is an open issue for that. it is manly visible after pciking the remote from the charger!

      Like 2
  • Same here, worked the first day, left it in the dock for few days and now it is dead. Tried all the options I found on planet Neeo, jut remains totally dead.

    Like
  • Jeff Patrick I hate to have to say this but another black cat remote has died completely. Have tried all the same things as before and nothing.  Is there anything else I should try? Or do I open a ticket to have a replacement sent?

    Like
  • My remote is also dead. It’s the normal silver edition. It worked fine for a couple of months, then one day I grabbed it off the dock and it was dead. I’ve tried all of the recommended steps with no luck. 

    Like
    • Brian Rathbone You allready try the Force Power Off methode? IF yes, i think the best is to write a short message to support@neeo.com with all your details. Then somebody will contact you and help you Troubleshoot or replace your remote.

      Like
      • hura
      • Huber_Raphael
      • 2 yrs ago
      • Reported - view

      Brian Rathbone 

      mine died also a few weeks ago.

      contact support they can help you.

      like in my case its probably a simple softwarebug, and they will help you fix this issue asap.

      Like
  • Jeff thanks for the help bringing the Remote back to life. 

    Like
  • I have a black edition and was changed and does not respond. I literally just used it and then it died with 100% battery. I tried the 7+sec hold then a single press of the power button. Nothing

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

      Brian Ho Were you able to email support@neeo.com ? If so, let me know if we came to a solution :).

      Thanks!

      Like
      • Brian Ho
      • RF Engineer
      • Brian_Ho
      • 2 yrs ago
      • Reported - view

      , I contacted the support staff and they were able to help me worth getting the remote to work again.

      Like
  • Send an email to support. They were able to get me up and running very quickly. The whole process took less than 10 minutes. 

    Like 1
  • Brian B this is awesome to hear, thanks for having reported this back! Jeff and the customer experience team are very passionate to get everyone to success. BTW - the root cause of the issue you experienced was found and a fix which should avoid this permanently from happening is on it’s way (next firmware release) Thanks for being part of NEEO! 

    Like
      • hura
      • Huber_Raphael
      • 2 yrs ago
      • Reported - view

      Raphael 

      Can you tell us, when the update will be released?

      i‘m just asking because it happend again and the back cover of the remote starts to get marks from the opening an closing. It allready moves about 1mm when perfectly fitted in the body... :S

      Like
  • Just to let you know, the remote has died yet again. Can we find a solution for this ASAP? This is the 3rd time.

    Like
  • It happend again...   -.-

    Like
  • after a short 4 day vacation remote is not starting again, stays black. also tried the seven seconds power start, still no reaction

    Like
  • Same here. The fix worked for a while but a few days later it’s dead again. 

    Like
  • Brian Ho Huber Raphael Dirk Hennigfeld Brian Rathbone

    If power cycling the NEEO Remote manually (hold the power button for 10 seconds, release and press again 3-4 seconds until it starts booting) does not make it boot again, please do get in touch with us on support@neeo.com if you have not done so already. Also, make sure it is charged.

    Best is if you can include shipping information right away. Then we can quickly have a replacement shipped if required.

    It would be very welcome if you could include a short description of when your NEEO Remote has died. While using it, after a long pause, in the dock?

    Like
  • Patrick

    it happend each the time, while the remote was in the dock.

    reset did not work, had to do the super secret support-solution to make it run again.

    Like
    •   Huber Raphael  Patrick

      Can someone provide the "super secret support solution" here or in a private message? I do not have access to the Zendesk support system right now as its outside of support hours, and my remote has exhibitied the exact same symptoms. Worked great since receiving it earlier this year, but all of a sudden my black cat will not power up. I tried the power button 10 second method etc, but nothing will happen. 

      How do I do the "force power cut?"

      Thanks in advance!

      Like
    • Neel Patel Force power cut is done via the 10 seconds press of the Power Button, then release it and repress it for one to two seconds to boot it up again.

      Like
    • Markus Mahr 

      Thank you. I tried that again with no luck :(. Is there any other method that can be recommended to revive my unit? I do not believe it is a hardware issue, and I will definitely raise a support ticket, however if anyone has a quick fix (I think I read someone had to take the back off the unit to fix this?)

      Like
      • hura
      • Huber_Raphael
      • 2 yrs ago
      • Reported - view

      Markus Mahr 

      thats not gonna help.

      the only solution for this problem is to contact support. They can help.

      Like
      • Neel Patel
      • Neel_Patel
      • 2 yrs ago
      • 1
      • Reported - view

      Huber Raphael Markus Mahr

      FYI, I contacted support, went through some additional troubleshooting, and cannot get to recovery mode. He indicated the only option now is to send a hardware replacement, which he is initiating now.

      Like 1
  • Patrick

    Happend again...  

    i really start to believe, this could ve caused by hardware aswell. Or why doesn‘t it happen to more other users?

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

      Huber Raphael Sorry to hear it happened again. Can you confirm you have NEEO Link turned off, please? I can also tell you that we have a fix for this issue coming out soon!

      Thanks!

      Like
      • Piet Kiekebos
      • Virtualization consultant
      • Piet_Kiekebos
      • 2 yrs ago
      • Reported - view

      Jeff I had the same problem with the remote. After 10 sec. poweroff and poweron, the remote was starting and hungs. Disabling the link on the brain and start again the remote it connect again to the brain.

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

      Piet Kiekebos Thank you for your feedback! Glad to hear your NEEO Remote paired and everything is up and running :).

      Best,

      Like
      • hura
      • Huber_Raphael
      • 2 yrs ago
      • Reported - view

      Jeff NEEO Link was on when the black-screen-bug occured. i'm gonna deactivate it and see whats happening.

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

      Huber Raphael Awesome, please keep me posted and hopefully this helps.

      Thanks!

      Like
  • I have the same issue - it worked the first day as I was waiting for Brain to arrive, and left it in the dock for few days and now it is dead.

    Tried all the options I found on planet Neeo -- nothing is working. How do I get a replace or how do even get a claim number or ticket? Please HELP!

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

      Sabir Gham Hello! We have been in contact via support@neeo.com .

      Thanks,

      Like
  • Since today my black cat won‘t start anymore. Nothing happens after the procedure pressing the power button for 10 and 3 seconds in direct consecutive order. I put it in the dock for several hours, still no sign of life. Anything else I could try Patrick , Jeff ?

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

      Reto Haile Hello! Thanks for reaching out to us and sorry to hear that your NEEO Remote is non-responsive. Can you please email support@neeo.com with the NEEO hostname (can be found in the app settings under the about section).

      Thanks!

      Like
  • I, too, have a black cat NEEO that is unresponsive. Have also tried the 10 s / 2-3 s power cycling. As far as I can tell from the app, NEEO link is deactivated. Assume I am to contact support? 

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

      John Mansell Hi John! Yes, please email support@neeo.com and we’ll get you squared away :).

      Thanks!

      Like
  • Jeff - thanks for getting in touch. I’ve emailed you back the requested shipping information. Could you please let me know if that has come through?

    Cheers, John

    Like
  • Jeff Patrick Two weeks ago, immediately on receipt of your email requesting I confirm my shipping address for the replacement remote, I responded to that email. Can you please tell me when I can expect the replacement to ship? John

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

      John Mansell Hi John, thank you for emailing us. I replied to the email, and I apologize this has taken this long. Once I have tracking info, I will reach out to you with this information.

      Thanks!

      Like
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