I will remove my whole setup and sell it on ebay if there is no seriosly support, this is not acceptable for such a price.

Started by Studio_2020
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Studio_2020

I already made all steps of reset, soft and hard reset, already checked the settings of my WiFi and reset the whole router, iPhone is completely new installed without any backup.

  • Softreset (Done around 20+ times)
  • Hardreset (Done around 30+ times)
  • Router is already got resets
  • WiFi configuration as specified
  • iPhone/iPad got already installed clear without backup

The thing is I got 2 different Setups with 9 Panels each in use one of them is working totally fine so we can get sure that it is a hardware issue. (Both of them are purchased for testing and i was finaly purchase more panels for a big setup with over 50 panels but now i will not purchase any more!! Very disappointed.

How I can get hardware support in Germany?
Send me the Adresse for shipping.

S/N: S18502A0541

If you can not offer support for this i will change the setup to LaMetric or another company who can deliever better support, there are so many people that are unhappy with your products, i can't imagin how this is possible that you are the market leader with such a service and quality.

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Aliakbar Eski

Hi @Studio_2020

Have you contacted support at helpdesk.nanoleaf.me?
If yes, do you have a ticket number that I can reference to know the issue.
I will contact our support ticket and work with them to resolve your issue.

If you haven't please do and mention that you have posted on the forum and I have spoken to you. They will come find me and I will be able to look at the issue.

In anycase, I would like to look at the details of the ticket

Regards
Aliakbar Eski

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Studio_2020

Hello Aliakbar,

thanks for your reply.
Ticket is still not answered.. the ticket number is 45274

-
I have checked the panel with the secound PSU of my other setup and this works fine.
I'm sure that the issue is not from the firmware update because the secound setup is still working fine. I think the WiFi Controller in the PSU is broken.

S/N: S18502A0541

It is important that we find a fast solution, the studio looks not really nice yet.

Cheers, Daniel

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Aliakbar Eski

I just checked the ticket.

My colleague Judith is responding to it right now.

I am still not clear as to what exactly is not working. I understand that out of 2 setups one of them is not working.
However, I am unclear as to if the panels are not lighting up, lighting up white, not showing color?
Does the controller not connect to a network, connectivity issues etc.

We will move the discussion to the ticket for now, to ensure there is no need of copying responses.
If you dont get a response let me know, and I will reach out to CX again.

We will get the issue resolved or replaced the controller.

Regards
Aliakbar Eski.

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Studio_2020

After the update of the App (iOS) nothing is working anymore.
The App is horrible and the Panels are not usable anymore.
After a hard reset of both setups i can not conneect them again.

I will escalate this case and submit notification to german consumer protection.

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Aliakbar Eski

hey @Studio_2020

Can we jump on a call and try and resolve this issue.
Please let us know a number and a good time to reach you. I really want to get both your sets up and running. There is something we are missing, and I want to figure out what. I only ask for your help and patience. I understand how incredibly frustrating this is, but thank you for working with us to resolve these issues.

Regards

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Methos

Hi

Same here after Update to Android 10 with Firmware 3.2.0. Hard Reset is required to connect the panels with the phone and then only works for some time (about 1h). Afterwards no connection possible and therefore useless!
So at the moment I have to hard reset the panels and do the setup each time I want to turn on the lights… pretty annoying!
Hope this is fixed soon

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Aliakbar Eski

Hey @Methos

When you panels go unreachable on the app, are they still showing color (that is not frozen) and do the buttons still respond.
If yes then this is an app issue, and I will send a message to the app team immediately and see what's up.

Can you also let me know your exact app version?

Thank you and apologies for the inconvenience

Regards

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Methos

Hey Aliakbar

Thanks for your quick response. Yes, I can turn the panels on and off with the button on the controller. As well as changing the scenes with the other button.

In the app it always says some thing like: Panels not responding. Check if they're pluged in and connected to the network.

And yes in fact they are pluged in and connected (same network, no light is on on the controller, etc) :-)
App Version is 3.5.5(183) on Samsung Galaxy S10+ with Android 10.

Appreciate your assistance!

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Aliakbar Eski

Hey @Methos

Glad to be of assistance. Believe me, as much as these issues frustrate you, they frustrate me on a personal level even more. I, and my team, are gonna work with you to understand this and figure out the cause and then squash whatever bug it is that's causing it.

I have already sent the details of your issue to my app team and waiting for them to respond.
Will keep you posted.

Regards
Aliakbar Eski

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Aliakbar Eski

Hey @Methos

my app team just responded
They ask if you can remember the steps that you perform on the app before it loses connection (interaction with the scene creator, dashboard or anything like that)?

If the app is just sitting open for a while, the android OS will close the connection (although I don't think that's what's happening)

Regards
Aliakbar Eski

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Methos

Hey Aliakbar

Thanks for your answer. I can't remeber every step I did. But I think waiting is enough.

I did hard reset now once again and reconnected the panels. This worked an the panels are responding. I've installed the scenes and setup the time schedule, turned the lights on and off a few time and received the message that firmware 3.3.3 is now available, so I did the update. And I connencted the Rythm module with the Remote. Until now the panels are working fine.

I will give an update as soon as they are not responding anymore.

Regards, methos

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Studio_2020

Your Team is still replying the same. This is not a fix and I am very disappointed and kind of aggressive. I am not able to make a call with you because I will be in holidays for more than 5 weeks.

The update don't helps me and the app is showing "Device is not reachable" after at least a few hours or max. one day.

I will sell my both setups after my holiday and will never promote this company again anymore. Also my community will get in touch with this experience.

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Methos

Hi Aliakbar

It happend again. I can't controll the panels via app anymore. It says "Device not responding. Make sure…"

However I can turn on and off directly on the controller as well as with the remote.

@Studio_2020 no need to be agressive. He tries at least to help us and very likely he's not responsible for this mess. I'm annoyed too, but this won't solve the problem either.

Regards
methos

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Aliakbar Eski

@Methos

I have already messaged our app team with your updated information as of me writing this message. I am awaiting their response.

In the meantime while we wait for them to respond, lets try something:

  1. Delete the controller from the app and simply repair with it.
  2. See if the app even lets you pair with it or whether it can discover it. If yes go ahead and pair, and lets see how long it takes to disconnect again
  3. If the app cannot see it on the network at all, then simply power cycle the device. (no resets at all). Repeat step 2 again. If that succeeds, then that will give me a pretty good idea of where the problem is.

I am going to setup a similar test in the office tomorrow, getting as close to your setup as possible
I should note that my Canvas at home is working fine. But I am running a note 10, the beta app and Android 9

Let me know.

Regards
Aliakbar Eski

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Aliakbar Eski

hey @Methos

My app team told me that version 4.0.0 for the app has been released. You should get an update soon for that. Please restest this issue on that release.

Thank you for your patience.

Regards
Aliakbar Eski

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Methos

Hi Aliakbar

Yep, I've received the update!
So I did the following:

  1. Update App to 4.0.0 (196)
  2. Deleted the Device in the app (it didn't respond).
  3. Reconnected without any reset of the controller.
  4. Worked fine again with the app.
  5. Left for about 4 hours.
  6. Device didn't respond again.
  7. Could not reconnect remote to the rythm module.
  8. Hard reset of the device.
  9. Tried to reconnect with the app, but this time it was not sucessful. Error Code 01. I had no time to try it several times. Will try it again tomorrow.

Regards
Methos

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Aliakbar Eski

@Methos

Your information until point 6 gives me the information I need.
Will work with my app team to figure out what's going on. That was the confirmation I was looking for.

For the remote not making a connection, please bear in mind that resetting the controller also deletes the remote pairing. so you would have to pair the remote again with the device.

Once again, thanks for the info. I will keep in touch!

Regards

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faisalAziz

@Methos

I apologize for the inconvenience. Eski brought this issue to my attention and I was wondering if we could please jump on a call which will help us to accelerate this fix.

Thank you
-Faisal

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faisalAziz

I sent you private message and we can go from there.

Thank you
-Faisal

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MasterPieceKC

After upgrading my device to version 1.61 and the iOS app to 4.0 I'm also experiencing this exact same behavior above. I can do a hard reset and it will work for about 5 mins then disconnects and won't connect to the app or PC at that point. Homekit says it's unresponsive and the only thing that works is the button the on controller. Before the updates everything was fine and I did not experience any of this. I have updated to the latest beta of iOS but just joined today and haven't had my canvas serial added for the beta of it yet. I'm still having the same issue with the beta of iOS so figure a canvas firmware might be needed as well. Hopefully a solution is on the way because it's pretty much rendered useless at this point unless except for using the buttons on the controller.

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Aliakbar Eski

Hey @MasterPieceKC

Can you DM me your serial number.

Would you also be willing to jump on a call and let us walk and help you through the issue and resolve it?

Thanks
Regards

Aliakbar Eski

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holy__water__408

I'm experiencing the same problems, I have 2 controllers with the exact same problems. Has any progress been made?

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holy__water__408

I'm wondering if it's possible to install an earlier version of the android app (mine's android too). The problems started for me two weeks ago, before everything worked fine, even tough I didn't update the firmware. My firmware is still old, because I helped testing the panels for an issue related to flickering when the panels where turned off. With the input they managed to resolve that issue, but now my panels are stuck at an earlier version of the firmware (3.0.6-2 ). Updating is also impossible.

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Aliakbar Eski

@holy__water__408

getting you upgraded from that firmware version is not a problem.
Can you DM your serial number to me

Not entirely certain how to get to a certain android version. I will ask my app team about it.

Thanks

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holy__water__408

ok, I fixed the issue by updating the aurora's on another router, but the actual problem was a pi-hole on my network which was active during hard or softresetting the panels. Thank for helping me Aliakbar Eski!