Issues with Hexagon Shapes

Started by bscheffel
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bscheffel

So I just got my preorder of 19 hexagon shapes and had a REALLY difficult time getting them paired. I did get them paired but having lots of issues: 1. Nanoleaf iOS app losing connection to panels 2. iOS Home app losing connection to panels 3. Panels will randomly turn off 4. Panels will randomly turn on 5. Individual hexagons will change color and then go back to selected solid color (on basic scene). I live in 700sq. ft. apt and the controller is 12 feet from my router so network connection should be rock solid AND my Nanoleaf Triangle panels on same network work fine.
Anyone else having any of these issues?

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Aliakbar Eski

@bscheffel something is terribly wrong here. Can you open a support ticket with Nanoleaf support.

for 3/4/5 it seems your panels are picking up some false touches. Support will be able to look into that. Try disabling touch gestures from your app (well, when it connects) and see if that fixes issues 3 and 4. That will reinforce my hunch

Apologies that you are facing these issues.
Regards

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bscheffel

I have disabled the touch gestures and that seems to have stopped the random turn on / turn offs.
This morning though when I turned on the hexagons 1 of the 19 panels turned on (the one with the power and controller) and the Nanoleaf App only showed the 1 hexagon - it's like the other 18 disappeared.
I decided to remove the device from HomeKit and try again by doing a hard reset (unplug from wall then press power button and + while plugging back in. I don't think that did anything but then I did a soft reset (same Power and +) while plugged in and then re-paired the hexagons. Doing this made all 19 hexagons show back up.
So right now the biggest problem I have is that the Nanoleaf App and iOS home app show "no connection" quite frequently. I can adjust brightness then I try another action and app says "no connection". Force quit app it works again for a couple commands then "no connection".

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bscheffel

OK - spoke too soon - as I am sitting here I saw one of the hexagons turn from white to blue for a split second then back to white….. :o

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Aliakbar Eski

Something is terribly wrong with your panels. Could even be faulty. Contact support and they will be the people who will be able to issue a replacement if required.

Can you capture these abnormalities on a video. Helps us diagnose better. Can you identify if there a fault with all panels or with only some panels. I mean visually something being faulty.

Has turning off touch gestures reduced the frequency of probability with the issues at all?
Regards.

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bscheffel

OK - so here is the latest. Yesterday I turned on the Hexagons and again only the one with the power and controller came on so I pulled a couple of them off the wall, changed the hexagon with the controller and power and repaired and everything seems normal for last 24 hours with two big exceptions - Alexa integration is now broken. I have done all the troubleshooting steps in the Nanoleaf/Alexa integration guide (unplugged panels, logged in and out of Nanoleaf account, disable/renabled Alexa skill) several times and the Hexagons get discovered but then get a "device doesn't support requested value" error - Alexa integration worked before with Hexagons so not sure what is up. At least Nanoleaf App and iOS Home app are working correctly now. Second caveat is that after relabeling touch gestures they simply do not work regardless which panel I touch.

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bscheffel

One more thing I can say is that "hard reset" is not working on this controller. I hold down the power and + button at same time while I plug in and the lights don't flash to indicate reset. I know this isn't working because my scenes are still saved. The soft reset does work and lights flash and I have to repair. odd.

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Aliakbar Eski

@bscheffel

Interesting. Here is my theory:
When you removed panels and remounted them you inadvertently changed the ports in use. Some panel or panels probably has a faulty port or ports. Not to worry. Right now its working, but in the future when you add / change your layout something breaks reach out back to us and we will find and replace the bad panel.

Hard Reset:
I have found some not-so-clear instructions for the hard reset floating around. Here are my personal instructions I use for Canvas and Shapes.

1. Unplug Shapes controller from power supply
2. Hold down power and brightness up (+) buttons
3. While holding down the buttons plug Shapes controller into powered panel. Do not release the buttons yet
4. Continue holding down buttons until all Shapes controller LEDs (except power button) light up. 
5. Release the power and brightness up (+) buttons within 3s of the Shapes controller LEDs lighting up.
6. Observe Shapes controller LEDs flash 3 times. That is confirmation of hard reset being executed.

As for Alexa integration, that is unrelated to all these Panel issues. An issue nevertheless. Gonna ask internally if servers are up and running or gone bonkers.
But otherwise, make a ticket with support. They will be able to help you out.

Hope this helps. Don't worry, we will get your system running as YOU want it!

Regards

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Aliakbar Eski

Actually, heard back from my Cloud guys, Alexa issue was fixed just about an hour back from me writing this message.

Regards

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bscheffel

Interestingly using your method I did get the controller to hard reset - confirmed by the fact the factory default scenes came back. It still didn't fix my Alexa issue I have done everything (log out, log in, re-pari, disable and reenable Alexa skill) and still it does not respond. My Triangle panels on same network work flawlessly with Alexa throughout this whole time so it's not the skill and it's not the network.
The last issue then I am having is that touch gestures just flat out don't work at all.

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Aliakbar Eski

@bscheffel You have touch gestures enabled on the app correct?
If yes, does double tap to turn on / off not work? Easiest of the lot.

Note that you want to use your entire palm when touching, not just a finger or two. Its looking for a palm rather than a finger.

Regards

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bscheffel

Progress!!! my issue with gestures was indeed using a finger instead of palm. Now if only Alexa would work…. What is interesting is if I change the brightness with Nanoleaf App and then go into Alexa app and choose Shapes it does update with the correct % brightness but trying to turn/off within the Alexas app or through voice command brings no response

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Aliakbar Eski

Great!!! :D
Touch gestures and touch actions are intentionally looking for palms. Reason being they can be triggered accidentally if something as simple a finger is used. And with touch actions and touch events through the API they can be used to control pretty much anything a developer wants. Effects will respond to a single or two fingers as long as it can detect it.

I am messaging my cloud guys with your details right now. Will post back once I hear from them.

Regards

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bscheffel

Another piece of data on the Alexa issue that I can control the shapes by creating an IFTTT applet that connects Alexa and Nanoleaf service. Not practical since you have to create an applet for every command but proof that the Nanoleaf service is working at least from IFTTT perspective.

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Aliakbar Eski

thanks, forwarded this to my could guys as well!

Regards

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Aliakbar Eski

Hey @bscheffel

Can you DM me your serial number of the Shapes controller. It will be on the back of the controller.

Regards