Problem: Hard buttons not responding

Patrick After starting the TV recipe, I've left the remote alone for a few minutes. Then I changed a channel with a favorite. But when I tried to adjust the volume or any other hard button, no response for over 20 seconds. 

All the while the soft buttons kept working. As I started to write this post, the hard buttons responded again. Weird. As if something had to wake up. Anybody else experienced this or have more information?

Other times when waking up the remote, it doesn't respond at al, with or without some message and/or drains battery very fast and I have to reboot it.

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  • Last night, a few hours later it happened again. I switched from the Xbox One X recipe to the TV recipe and after the TV recipe was done, the hard buttons didn't respond. So it doesn't seem related to any delays in recipes. After a while, the hard buttons worked again.

    Like
  • Update: it seems to happens every time I switch from the Xbox One X recipe to the TV recipe. And the workaround to get to hard buttons to work again is to start run the TV recipe again. Unlike I first thought, time doesn't seem to be a factor.

    Like
  • Patrick  It also happened after turning on the TV recipe after everything was turned off the day before. So my girlfriend picked up the Harmony again. Perhaps there's something wrong with the TV recipe. I'll try a new TV recipe when I can.

    Like
  • Hi,  I noticed that hardware buttons are not responding when on TV Favourites screen... When on any other page, buttons are OK.

    I am using NEEO for a few days only, but this seems to be consistent. 

    Cheers, 

    Like 1
    • DB Cheers. Haven't noticed this yet. Will check the next time the buttons don't respond. The last few days they worked fine.

      Like
  • It seems to be very closed to the problem i reported here : https://planet.neeo.com/t/181qa9/turn-off-recipe-with-physical-button-does-nothing

    Like 1
    • Nicolas Philippe Yes, seems to be. In a way, I'm glad I'm not the only one. I'm following your thread, so we can share any details, causes and solutions.

      Like
  • I have a similar problem. Once I use the remote for another recipe like turning on the Hue lights, the hard buttons link to the watch TV recipe is gone. Restarting the watch TV recipe again to reconnect the buttons is not a realistic  workaround for what this device is supposed to be compared to existing products from Logitech.

    I am very impatient to hear of a solution to this major problem.

    Thank you

    Like
  • It’s a bug, sliding a page left or right fixes it. It’s a rather new one unfortunately.

    Like 1
    • Niels de Klerk Unfortunately this does not help. Only turning on and off the reciep helps. One cannot do that only to change the channel, which makes the remote completely unreliable and nearly useless. In addition all the associated controls from the touch screen disappear as well. Now I have 4 devices on my table instead of 3. Is there any NEEO suport for this? Thank you.

      Like
    • Razvan Gheorghe I see, I had misinterpided your post. If you go from one recipe to another then those assigned buttons become active. either activate the recie that you want to control. (Home) button then select the recipe or double click the home button and use the power button. also on home you can dismiss a recipe by using the on screen close recipe button.

      Like
  • I also have this problem, though I haven't figured out how to get them working again, seems to be permanent.

    It happend after putting the Neeo on charge over night, I rebooted the remote and the Brain a few times but still no luck.  

    Very very disappointed 😠

    Like
  • Been seeing the same issue since the last firmware update. Rerunning the recipe a second time seems to always fix the issue though it's a pain in the neck.

    Like 1
      • AstroBBoy
      • Brian_Chambers
      • 2 yrs ago
      • Reported - view

      Jamie Poitra Yep, I'm having the same issue

      Like
      • Adam
      • hmmmmmmmmm!!!
      • Adam
      • 2 yrs ago
      • Reported - view

      Jamie Poitra Rerunning the recipe did indeed get my hard buttons working again, not properly though, I tested turning the volume of my amp down with a few presses of the button and the remote must have sent a barrage of volume down codes to the amp as the volume went all the way down to minimum.  Pressing the volume up button a few times had exactly the same effect, luckily I wasn't playing anything at the time as I think at the maximum volume of the amp would pop the speakers and as a minimum seriously piss off my neighbours.

      At that point I put the Neeo down and went back to the normal remotes.  After about 15 minutes or so I noticed the screen was lit up and just assumed I must have knocked it for it to activate but after keeping an eye on it for another 10 minutes the screen never turned off so I just turned the Neeo off.

      What I don't get is the Neeo was working fine before this and it's been well over a week since the last firmware update, so does this mean Neeo are pushing out shit updates without the users knowledge?  If not why would a firmware that was working previously fail so badly after a while?

      Raphael Patrick  and anyone else at Neeo who might actually give a damn,

      This is just not good enough, I'm sure the majority of users here are tech enthusiast and expect some bugs from time to time, but if you want this remote/system to go mainstream then you absolutely have to ensure that these bugs that literally render the Neeo as completely useless don't make it out into the wild, I thought you had beta testers????  Why are you treating the general users as beta testers???
      The average Joe public WILL NOT accept these kinds of faults and you will be faced with issuing refunds for thousands of units if you keep releasing firmware that breaks the Neeo.

      Sort this out please!

      Like
    • Adam The Remote itself is capable of installing new Firmware by itself, when resting in the Loading Dock. But the Brain need to be triggered manual by the User. Also there were no new Software Rollouts since the HDMI-CEC went public.

      For your issue, it can belong to a very specific Bug that needs time to envolve, it can be a buffer overrun on the grapic chip or anything else (that no one sees the first week) it is like barrel if you fill in water, you need time until it overflows.

      Else, i go conform with you. With the actual SW you dont't went public

      Like
    • Adam I understand your frustrations, I would be frustrated if I was facing blocking bugs like that. Since last update I might have encountered this bug 3times but it stopped after sliding the recipe page left-right. If you face the bug again can you test if that solves it? Jeff  or Patrick is this bug known?

      Like
      • Adam
      • hmmmmmmmmm!!!
      • Adam
      • 2 yrs ago
      • Reported - view

       Markus Mahr  well it looks like they need to revisit their beta testing procedures as they clearly dropped the ball with this one.

      Niels de Klerk  Thanks for the tip I'll try that tonight to see if things improve.

      What really annoys me though is the complete lack of silence from any of the Neeo team, this thread was opened over 2 weeks ago and multiple members of the Neeo team have been tagged but not a single one of them has acknowledged this is a Major problem.  Just ignoring it will not make this go away!!!

      Like
    • Adam I will pull in Jeff Emily and Fäbu to be sure, someone gets it now. Patrick was not available the last weeks, that can be a factor why no one of NEEO gets attention to this topic. We Will see, if the rest can say something!

      Like
  • Patrick Emily Jeff Is anyone at NEEO aware of this issue, that is troubling multiple customers by now?

    The last 2 weeks everything works fine, even though I already was on the last firmware and haven't changed anything else since, as far as I can remember. But let me know if I can help.

    Also, the remote battery usage has improved considerably since the last 2 charges, while before it drained without much use within a couple of days. Perhaps there was a broader issue with my remote, that somehow got fixed.

    Like
    • Mandragore For the Battery usage the NEEO Team build in a algorithmen that cheacks the battery after each load and helps extend the battery usage. That can happen, when the Remote gets a few charges or the Software detect some other things that can be triggered to less power consumption.

      Like 1
    • Markus Mahr Thanks for the info. It's a shame we have to learn these kind of things from Niels de Klerk and you, by accident or coincidence, on the forum, instead of a manual.

      Like
    • Mandragore I think, the main reason why there is no manual is, because the Software on the remote is not in a state were they want to put in the Work to give a manual out. Also you find very good and helpfull Informations over here on Planet neeo, but i go conform with you, that this should be fixed.

      Also a lace like this is for sharing Information and Help, so i don't see it as much needed (for such a "buggy" Firmware) to put out a manual, if they going to change main Parts (e.g. Stupid Devices handling, creation of recipes, ...).

      Like
  • Sorry for the late reply, I was personally absent for a few days since I just became Daddy for the first time in my life.

    We have been analyzing similar issues with the last release which we are testing internally, we have not been aware of this bug within the latest public release though.

    Due to the severity of this one, our test engineers and the developer team will start to analyze this right away, this way we try to make sure that a fix will make it into the next release.

    Mandragore / DB / Nicolas Philippe / Razvan Gheorghe / Jamie Poitra / Brian Chambers / Adam We need as much information as possible, would you mind answering the following questions so that we can get this reproduced?

    - Does rebooting the NEEO Remote fix the problem (after rebooting it you have to select the recipe in the now active sections before trying)?

    - Are there any stupid devices involved?

    - Are these automatically created recipes? Which steps did you edit manually?

    - Some of you reported that it seems to be something more like a delay, so it comes back after a while. For those of you for which this is the case, does it always work again after a specific time?

    - When the hard buttons do not work, can you still control everything from within the NEEO App?

    Like
      • Jamie Poitra
      • Developer
      • Jamie_Poitra
      • 2 yrs ago
      • Reported - view

      Patrick Rebooting the NEEO does not fix the issue for me.

      I have no stupid devices in my mix.

      They automatically created recipes (I've had no real luck manually creating them in the current firmware but I believe that's a known issue) I did adjust the delay between startup and sending commands because my receiver need an extra couple of seconds to be ready.

      I've never waited long enough to see if it comes back after a delay but rerunning the recipe brings things back reliably for me.

      I'll have to see if the app works next time it happens. I heavily prefer the physical remote so I rare use my phone for remote stuff except when typing into my phone for Apple TV search fields.

      Like
    • Patrick It's happened once to my remote as previously reported 4 weeks ago https://planet.neeo.com/t/63k7t6/brain-fart . I was watching TV using my DVR as the tuner. The hardkeys stopped working but I could use shortcuts to navigate channels. The hardkeys started working again after I switched screens on the remote and opened the DVR's Channel guide. All the hardkeys had failed, audio, power and navigation.

      My DVR recipe was auto created and it's a smart device as is my TV and AVR.

      Its only happened once so far.  I have subsequently rebooted the remote and brain. All are upto date with the current firmware.

      Like
    • Patrick 

      No stupid devices involved

      Yes, the recipes were created automatically. No manual editing.

      It does not come back after a delay (i actually have the problem on a recipe and i waited for 5 minutes and controls does not come back)

      The Neeo app (iOS) can still control my devices

       

      I just tried to go back to the home screen using the back button on the touch screen of the remote. I came back inside the recipe by touching the recipe name on the top of the screen (not the recipe icon, but the line on top of the screen with the off button on the right). The controls came back.

      Like
      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 2 yrs ago
      • 1
      • Reported - view

      Thanks a lot for gathering all that information. We have been mostly able to reproduce this, but not in a reliable manner yet. We are now trying to get a 100% reproducible way to provoke this issue. In case you happen to find such a procedure, let us know.

      Like 1
  • Mandragore Since you seem to be able to reproduce this quite often I do have some more specific questions:
    - Could you please let us know which exact devices are involved and how these are wired?

    - Can you share your NEEO Host (may be found in the about section of the NEEO App within the settings), then I can have developer analyze your logs specifically. I do not have access myself due to internal data protection guidelines. 

    - Could you post a screenshot of your recipes where we can see the steps which are executed?

    Like
  • Patrick I'm sorry, I'm not able to reproduce it 100%. But after about 2 weeks without a problem, the last few days it happened again a few times. No TV or Xbox One X channel control, no AVR volume control. Sometimes after switching from Xbox One X to TV. Sometimes after starting a recipe when everything was off, if my girlfriend and I remember correctly. I wasn't always around, when it happened.

    Swiping the NEEO remote screen fixed it, without first running the recipe again. Thanks Niels de Klerk for the tip.

    The Xbox One X console is wired to the Marantz SR6006 AVR, which is wired to the Panasonic 55VT50 TV. I have edited the recipes for the AVR to control the audio correctly. Check the recipes below.

    I have no app. Only the browser interface. Does it also have a function to share my Host?

    Like
  • As stated, swiping the touch screen left or right "reenable" hardware buttons ...

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

      DB Hello! Can you confirm if NEEO Link is turned on or off?

      Thanks!

      Like
      • DB
      • ultramarine_rock
      • 2 yrs ago
      • Reported - view

      Jeff link is switched ON....

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

      DB 

      Can you disable it  and then > press and hold the power button on the NEEO Remote until you get the pop-up settings > tap on "Reboot". Let me know if you continue to experience the same issue.

      Thanks!

      Like
      • DB
      • ultramarine_rock
      • 2 yrs ago
      • Reported - view

      Jeff , few days ago I had to do full reset of the remote as it was stuck frozen. So long press of the power button,  etc...was performed. At the same time I did full.power off of the brain. I used remote afterwards and is seems that hardware buttons are working.on the first go. I will have to confirm this as I used it only once, and currentky not in the position to repeat the test.  

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

      DB Please keep me posted and confirm NEEO Link is turned off.

      Thanks!

      Like
      • DB
      • ultramarine_rock
      • 2 yrs ago
      • Reported - view

      Jeff NEEO Link is Enabled in the Remote Section of the Mobile Application [ as per attached picture]. Tested and keys working without need to change the screen / swiping left or right...

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

      DB Let's go ahead and turn it off and let me know if anything changes.

      Thanks!

      Like
      • DB
      • ultramarine_rock
      • 2 yrs ago
      • Reported - view

      Jeff, well.... Even with the Link Off, behaviour is the same. I can now notice any difference and remote works as I expected. All good!

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

      DB Good to hear everything is good 😀

      Like
  • Has this been fixed yet?  My Neeo has been switched off for the last 2 weeks and have been out of the loop, need to know if I should be firing up my ebay account or not!

    Like
  • Mandragore Thanks for providing Patrick with those details. I wanted to quickly jump in and ask if NEEO Link is on or off in your case?

    Thanks! 

    Like
    • Jeff Thank you for asking. NEEO link is enabled.

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

      Mandragore Can you disable it > press and hold the power button on the NEEO Remote until you get the pop-up settings > tap on "Reboot". Let me know if you continue to experience the same issue.

      Thanks!

      Like
    • Jeff So far, no issue. However, previously with NEEO link enabled also no issues for about 2 weeks between issues.

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

      Mandragore Just to make sure I understand :), you stopped experiencing issues with NEEO Link enables and also with NEEO Link disabled?

      Thanks!

      Like
    • Jeff No :) Sometimes I had issues with NEEO link enabled. One time there were about 2 weeks without issues, between issues, but still issues. Now, so far no issues with the link disabled. But, considering the 2 weeks between issues with the link enabled, it's too early to conclude the issues have stopped and the link is a factor.

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

      Mandragore Gotcha! Well, keep me posted and thanks for the feedback 😎

      Like
    • Jeff I also had Neeo link enabled when I had this issue. I disabled it a few days ago. All good so far. I will let you know in a week or 2. It’s too early to confirm but it seems it is related to neeo link

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

      Nicolas Philippe Thanks for the heads up and let me know if NEEO Link being disabled helps. As I also mentioned, the issue that is causing this has been fixed and will be released in the next firmware update :).

      Thanks!

      Like
  • Jeff

    It looks to be about 8 weeks since I had the first lockup and today marks the second. It was interesting to note that when the remote was placed back into the charging cradle no beep was issued and the screen failed to indicate charging had started. Swiping screens failed to get the hardkeys functional. Re running the script failed to get the hardkeys working. I had to hold the power button of the remote down for a while (~30sec) no instructions appeared. I let up on the power button and hit it again where the remote started to reboot. I did have NEEO link enabled and its been a while since I've seen the icon on the remote (4 weeks or so). I tuned NEEO link off for now.

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

      Patrick Keegan Thanks for reporting. This seems interesting since you placed the NEEO Remote on the docking station > no beep nor any visual feedback was given to let you know it was being charged > then the remotes physical buttons became unresponsive. I will pull in Patrick on this one :). Please continue to monitor the NEEO Remote with NEEO Link disabled. The fix for this has been confirmed to be released in the next firmware release too :)

      Like
    • Jeff  FYI, The hardkeys were already locked up when I placed it back into the cradle and no beep was heard. Thanks

      Like
  • I also have this issue now and then. Swiping doesnt help for me but i have created som shortcuts and when I click on some shortcuts the hard buttons start working again. 
    I will try disabling NEEO link.

    Like 1
      • Pontus Lernhag
      • Live long and prosper!
      • Pontus_Lernhag
      • 2 yrs ago
      • 1
      • Reported - view

      Jeff

      Disabling NEEO link hos not stopped the problem from happening for me. I still have to swipe or press shortcuts to get the buttons active again.
      Good to hear that there is a fix coming as my wife has now gone back to our Harmony temporarily :)
       

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

      Pontus Lernhag Thank you for the feedback! 

      Like
  •  Mine does this regularly too.  I have two main recipes I use for ATV or DTV.  When the system is off and I come to turn it on and execute the recipe, everything turns on as it should, but the hard buttons don't work.  I have to use the arrow back on the home screen then select the active recipe bar on the screen for controls and then the hard buttons work again.   I also get a lot of "please wait" messages.  It's a bit frustrating. 

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

      Matt B Thank you for reporting this. Have you tried disabling NEEO Link? It has worked for most folks and I highly encourage you to try it :).

      Thanks!

      Like
  • Are there any updates on the fix for this yet?

    So annoying to have to swipe the screen to wake up the hard Buttons

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

      Daniel Lorello Hey! We have a fix in place that should be released in the next firmware update. 

      In the meantime can you try disabling NEEO Link?

      Thanks!

      Like
  • Jeff  FYI, I'm unable to turn off/disable NEEO link. Regardless of the setting in the app for the NEEO link option for my remote, the remote indicates NEEO link connectivity most of the time. It does occasionally go away but then it comes back. I have experienced more lockups. Swiping left or right doesn't fix. I must reboot the remote. Even after rebooting the remote with the NEEO link disabled the remote will indicate NEEO link connectivity. Looking forward to the fix.

    Like
    • Patrick Keegan The Remote indicates it, but it don't use the Way to transmit Signals to the Brain. The Remote use WiFi when the switch is disabled in the App Settings. In general the Link between the Remote and the Brain is active but it is not used further when switched to OFF.

      Like 1
  • My remote has gone paper weight out of the blue. Will not respond to buttons and not charging when in the cradle. My controlling IPhone adjust volume & channels as well as allowing Brain “enable link” to turn on and off. Help!!

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

      Mark Conner Thanks for posting this. At the moment your NEEO Remote is unresponsive, can you please 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,

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

      Jeff i‘ve tried your suggested recovery. It does not solve the problem. It occures again after some time. Have to re-execute the recipe to get it work again.

       

      any update for this issue?

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

      vistalba  When you say that you have to re-execute the recipe, what does this mean? Is your unit responsive and only controls a device after re-executing a recipe?

      Thanks,

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

      Jeff The hard buttons on my remote stops working. Then I re-execute the recipe and I works again for a few seconds, minutes sometimes also houers.

      And then.. it happens again... and again... and again :(

      Also Battery Drain is now a major issue (since maybe 2 Weeks). Lifetime before was about 4-5 Days .. now about 16h. 

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

      vistalba  Thank you for confirming. We are VERY close to releasing our new firmware which should address the physical buttons becoming unresponsive. I suggest performing a recovery on the NEEO Remote.

      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

      Let me know if the recovery helps with the battery issue.

      Thanks! :)

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

      Jeff Did this already multiple times. It comes back after some time and does not really help.

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

      vistalba Correct, this is not a permanent solution. The fix for this will be introduced in the upcoming firmware release. Let me know if these steps help your remote get back to a working state.

      Best!

      Like
  • Jeff or Nick...the latest firmware update did not fix this.  Any update on the solution being delivered?  Only 2 out of my 3 remotes have this problem and the only thing they have in common is that they both control a Verizon CHS 335HD box,, while the working 3rd controls a Verizon CHS 435HDVR box.

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

      William J. Sanford Thank you for the update. Can you provide me with some details as to when this happens? For example, do they become unresponsive when the screen of the remote dims? Maybe you leave the control in your hand while watching Tv? After you trigger a specific recipe or any recipe?

      Thanks,

      Like
  • I have this issue also. Only way the remotes hard buttons or the slides will show up on the remote is if I don’t customize anything. If I delete the device then add it back the default config seems to work. The minute I change a recipe the hard buttons do nothing and slides don’t show up. 

     

    I have tried deleting a device then powering powering off the remote. Doing my customization in the app then powering on the remote. Doesn’t help. The hope was on fist load would be helpful. Looks like most have given up on this but was hoping there was some resolution?

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

      Brandon Hartsell Hi Brandon! Thank you for reaching out to us. Can you please send me a screenshot of the recipe after you have customized it?

      Thanks!

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

      Brandon Hartsell In this recipes you are missing the "Show controls" step. This is why you are not able to control anything and its also a recipe that was created from scratch :). Delete that recipe and follow these steps:

      Open the NEEO app > tap on settings > tap on recipes > locate your Tv (make sure it is toggled Blue) tap on Tv > tap on edit launch and confirm you see "Show Tv Controls"

      In this same screen, you can also tap on "Use Tv Volume" and select your soundbar.

       

      Thanks!

      Like
    • Jeff that definitely got the menus to show on the remote. The trouble I have now is that the menu on the screen and the hard button don’t act the same. The hard button brings up the channel scan option. Once I Vance that the menu comes up. The soft button acts as expected. 

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

      Brandon Hartsell Hi Brandon thanks for the feedback. I suggest rebooting the NEEO Brain and let me know if this helps. If it does not, can you please follow these steps:

      Open the NEEO app > tap on settings > tap on devices > tap on Tv > delete the Tv

      Then

      Tap on 'Add a device' > enter the make and model of your Tv > select it > select 'Yes, use this Tv as my tuner'

      Then

      tap on settings > tap on recipes > tap on Tv and tap on edit launch > tap on "Use Tv volume" and select your sound bar.

       

      Thanks!

      Like
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