Remote Freezes and is Unresponsive

Since the software update I find the remote will freeze that is not respond things like volume up, or can’t to brain even though it is looking righ at it.  Frequent on off or reboot cycles is making the experience with my NEEO terribly frustrating.  I have hung in there since I received it, but not a good sign that I have reinstalled my Harmony.  I also miss the brighter screen - why isn’t this user configurable!?!

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  • I had the remote unresponsive for the first time today. The volume and channel functions were not responding. Have been on new firmware for a few weeks. Starting recipe for television again restored function.

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  • See my earlier Topic https://planet.neeo.com/t/63k7t6/brain-fart

    One thing I've done is unplug the Brain and then plug it back in. Not had any issues since the reboot but it hasn't been that long since I did it.

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  • Since yesterday I‘ve this issue multiple times.

    Klick on a Recipe (works for over a week now) starts TV, AVR, setting Channel etc. All Perfect. If I then push Volume Buttons nothing happens. I have to reboot my Remove (long pres power button) to get it working again.

    Since yesterday this happens seven times :-( Don‘t know why.

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  • I have also started to experience remote freezes pretty frequently (approx once a day, sometimes multiple times on a day, other times it works for a couple of days). It started a week or two ago, when I added a couple of new recipes and updated my devices. Mostly I have the same behaviour as vistalba describes, a couple of times it seems to have frozen "by itself", being unresponsive as I pick it up. Is there a log or anything I can extract the next time it happens?

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

      Raphael Patrick Any idea why this happen? Any information we can extract/provide to solve this verry annoying problem?

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  • I can add that the other day when I had just run a recipe, all the hard buttons became unresponsive resulting in what felt like a freeze, however the touch display still worked. I could go back to the home screen, re-run the recipe and the buttons started working. It seems a little like it managed to send the codes through the brain to activate my devices, but failed to switch the remote to the right mode.

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

      Niklas Söderberg My remote was already in the right mode "tv" and worked before. After some time (duration of a tv-show or movie) it comes unresponsive. Will test, if I can just press my recipe on the touch screen again. (I belive I've already tested and it didn't work -> Hard Reset with long press power until it reboots -> no menu shown on screen with reboot, shutdown, cancel).

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  • Niklas Söderberg and vistalba The NEEO team is aware of this bug, if it's the same others and I have experienced. In that case, instead of running a recipe again, first try to swipe the touch screen to another page. Then try the hard buttons again.

    https://planet.neeo.com/t/q5kv24/problem-hard-buttons-not-responding

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

      Mandragore Thank you for jumping in and assisting!

      Niklas Söderberg vistalba  Sorry to hear these are ongoing issues for you guys. I suggest unplugging your NEEO Brain from power > rebooting your router and once it's back online; power up your NEEO Brain. When you get the solid white light, open the NEEO app. Go into the settings > tap on NEEO Remote and confirm NEEO Link is turned off.

      Let me know if this helps!

      Thanks!

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    • Jeff Thanks, I will try that, I just checked and I had "NEEO Link" enabled. Btw, what does "NEEO Link" do?

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    • Niklas Söderberg 

      Turns on a low(er) power, smaller range connection between the brain and remote (technically 6lowpan)

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

      Niklas Söderberg Keep me posted to see if this helps. I suggest trying to replicate previous steps that you know have caused the NEEO Remote to freeze on commands like vol up etc..

      Thanks!

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

      Jeff Okay, I will try this. After a longer period of working time the issue occured yesterday again.

      I rebooted the brain and the remote. 

      Touchscreen war working but all buttons were unresponsive.

      If it occours again, I will disable Neeo Link. (but then I will see battery drain :()

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

      vistalba  I suggest turning off NEEO Link at the moment. Just know that we have found the fix for this bug and it should be released in the next firmware update! :)

      Best,

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