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My media player randomly stops playing / disconnects for a short amount.

Hey guys hope everyone is doing well, so after receiving my new neo kit and following the guidelines to installing/syncing the whole deal everything was working fine the lighting was working properly and it was synced probably and everything was running fine.. its when i started watching a movie on my *Plex* i would face a problem when im watching a movie after a few minutes it would randomly stop playing and my screen would go to black get a loading screen then goes back to playing the movie normally.. "by the way the loading sign is different to the normal plex loading sign so im guessing its from Neo" And if i tried it with Netflix the whole movie would get an error sign and crash and I'd have to restart the whole thing. Not sure if my neo box is defective but if any if you guys face this problem or got a solution would really appreciate it,thanks 🙏👍 By the way im running a 65 inch Samsung oled tv and for my media player im using the Nvidia shield pro.

5 answers1 reply

6 Comments

György Bakos

Sep 06, 2022

Hey! I have the same issue: Sudden reboot. Screen goes blank, then light strip turns off, screen comes back, and plays netflix/hbo again with a few seconds delay. The occurring is very random, can't see any pattern, but it happens only when neo iams connected to my Mi Box S media box.

Any idea? Thanks!

binbones

Sep 07, 2022

Replying to

From my own personal experience, I noticed the issue was that the Neo was having a bad signal even when the router wasn't that far away. For example, my other media weren't having any issue but the Neo was having a hard time keeping up with everything else. So the solution that I did was to basically bring the router as close as possible to the Neo and that solved my problems.

I personally advise for future rendering of the Neo is to add a better Wi-Fi feature or just add an Ethernet to reduce these problems.

I hope this solved your problem.

Lytmi

Sep 07, 2022

Replying to

Hi there,

Have you changed the HDMI cables for connection? And it would be better to use a shorter HDMI cable. It might also be related to the length of the cable. Too long HDMI cable can also cause signal instability.

I am sorry we cannot have the exact conclusion due to the complex and different using environment. We also suggest you turn off the VRR and ALLM setting on your TV to check if it still has the same issue.

Feel free to contact our support via email with your order number and problems. We would try our best to solve your issue.

support@ilytmi.com

genetic_laxer_0m

Feb 09, 2022

They’re just going to asknfor a video and eventually stop responding. Waste of time and money. Ive sent 3 videos of a similar problem and they haven’t responded. I ask for a refund and they returned $40.

Lytmi

Feb 09, 2022

Replying to

Dear,

May I have your order numer for reference? Sorry for the late reply in support email.

We are responsible for any quality related issue. If the product is comfirmed faulty, we will arrange replacement or issue the refund for you. And you do not have to send the products back.

Just got feedback from the IT, it is recommended that use the 2.1 HDMI cables. And it would be better to use a shorter HDMI cable. It might also be related to the length of the cable. Too long HDMI cable can also cause signal instability.

Please make sure both HDMI cables for input and output is 2.1.

Lytmi

Feb 08, 2022

Hi binbones,

I'm sorry for your bad experience. Please contact support@light-mi.com, our customer service team will asssit you to solve this problem.