Suplied RF Remote Will Not Pair

#4

I plugged the dongle into my PC and it is not recognized. Nothing happens at all. If I plug in a wireless mouse dongle, it appears in the Device Manager as a HID device but the Vero 4K dongle does nothing.

Tried it in the PS4 & Xbox One X, nothing happens at all.

Plugged in the dongle for a Microsoft wireless keyboard and can navigate through the Vero 4K.

I think that the way the Vero 4K remote just gives a steady blue light for about 30 seconds and does not flash, when the Home & OK buttons are pressed, is an indicator of something gone wrong. Why is it doing that?

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#5

Can you go to My OSMC -> Logs and upload a set of logs with the supplied dongle attached?

Sam

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#6

Will do that in about 15 hours. I have never uploaded logs before so is there a guide on how to do it?

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#7

For your case no need to enable debugging just upload via MyOSMC

To get a better understanding of the problem you are experiencing we need more information from you. The best way to get this information is for you to upload logs that demonstrate your problem. You can learn more about how to submit a useful support request here.

Depending on the used skin you have to set the settings-level to standard or higher, in summary:

  • enable debug logging at settings->system->logging

  • reboot the OSMC device

  • reproduce the issue

  • upload the log set either using the Log Uploader method within the My OSMC menu in the GUI or the ssh method invoking command grab-logs -A

  • publish the provided URL from the log set upload, here

Thanks for your understanding. We hope that we can help you get up and running again shortly.

OSMC skin screenshot:

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#8

Log uploaded here:
http://paste.osmc.tv/huvocaweja

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#9

Bugger… forgot to reboot device. Will upload another log soon.

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#10

Log after reboot. (Using a Western Digital IR remote in the meantime).
https://paste.osmc.tv/olalivopak

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#11

Doesn’t show an attached dongle.
Can you take a picture of the dongle and let me know your order number? We can ship you a new one.

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#12

Thank you Sam, appreciate the support.

Order #7282

P1050667 P1050670

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#13

That’s a very old order.
Does your remote have volume buttons?

Not a warranty issue here, as I’m happy to replace regardless, but we don’t produce dongles for our older remotes anymore.

Sam

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#14

No volume buttons,P1050673 as per photo.

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#15

That’s unfortunate.
We don’t make that remote or the associated dongle anymore.

All I can suggest is you ping support@osmc.tv with a link to this thread and we can sort you out with a new remote.

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#16

Sam has offered to sell me, at cost, a new remote and its dongle. I think that is very reasonable and ordered one. The Vero 4K, 4K+ and Remotes are now available in New Zealand (where I live) from https://nicegear.nz/ and it would cost me double of what Sam offered (after currency conversion & tax), if I bought it retail from that firm.

The support from Sam & the others here is unsurpassed, in my many, many years of buying consumer products.

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#17

Sent you an email yesterday re: tracking of the remote you have sent me.

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#18

I’ll check that shortly. I haven’t had much time to check emails today.

Sam

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#19

Sorry for posting here, moved to another house and lost the usb receiver that came with the remote, is there a way to just buy the dongle without the remote?(don’t need two remotes).
Thanks for the great work.
Vero 4k+ best device I’ve had in a long time.

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#20

If you have a remote with volume control I’m more than happy to send you a new dongle.

We don’t manufacture dongles for the older remote however.

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#21

Yes the one with the volume buttons.
Shall I email you with address and payment method?

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#22

Yes – ping support@osmc.tv.

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#23

You are the best!!!
As I said before , I lost the remote dongle and they are sending me another one free of charge.
Beside that if we have a problem with this little BIG box they are there 24hours a day to help us.You have got a customer here for my whole life .I do not know of any other company that gives this support.
Thanks again.

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