Vero remote stopped working

Help and Support Vero 4K / Vero 4K +
1

Hey guys,

as the title says my remote stopped working after about a year. I tried the steps suggested in the forum, replacing battery, re-pairing and having the vero shutdown and disconnected for longer than 2 minutes as well as connecting the dongle to another device. Didn’t help unfortunately.

Once I re-pair the device, doesn’t matter what platform (vero or win10 laptop) the remote seems to work for a while, but basically as soon as I stop using it for a few seconds, it is no longer working afterwards. Once there is no reaction from button presses, I can also observe that the blue LED on the remote is shining longer, than when the remote is working.

The more I tried the worst it got trying to re-pair the remote to the dongle. As of now it seems to me rather random when the remote successfully re-pairs with the dongle.

I attach the log, here. Sorry for the length, there seem to be a couple of reboots and tries in there. Anyway at shortly before 22:48:00 the remote stopped working again, after a successfull re-pairing.

Help would be appreciated.

Cheers,
NoDruid

EDIT: Also is it normal that the dongle seems to be rather hot, when it is removed from the vero?

2

Your log doesn’t seem to show any disconnects, which would be expected if the dongle is failing.

I would like to send you a new dongle, please email support@osmc.tv so we can get this sorted. You would then re-pair the remote with the new dongle.

Sam

3

Thank you very much. I will do that.

NoDruid

4

Is it normal, that the support has not responded in nearly a week?

NoDruid

5

No – that doesn’t sound right at all.

Can you let me know the ticket number?

6

I didn’t get a ticket number. Nor any response.

NoDruid

7

Oh, my bad. I wrote a mail directly, not via the ticket system.

8

I resent my email with the ticket system. Sorry for the inconvenience.

NoDruid

9

Well, I tried sending the mail through the ticket system, but that did not work. When I click send I only get a spinning circle and it does not continue, even after waiting a few minutes.

Will try again tomorrow.
NoDruid

12

Hey Sam,

I have a ticket number now, it’s ticket no. #912300.

I used different emails for the order and the forum account, maybe there was a mismatched problem, because of that. I changed it to the same email and the email I first sent showed up in the ticket system.

Hope that helps. And again sorry for the inconvenience.
NoDruid