Forum Posts

El Diablo Grill
Nov 24, 2021
In General Discussion
Hi, was speaking to somebody in support about my Neo not working, however have not heard back recently. We thought the box was working and it may just be a faulty LED strip causing it not to be able to pair to the app and a faulty HDMI cable on the output not allowing it to go into pairing mode. I think you are sending me a replacement LED strip but havent heard anything about it. To check if the box was working we tried your HDMI cable in the output and it seemed to work (although still not pair), Ive noticed however it only worked if the cable wasn't plugged into the TV, if it is plugged into the TV just the power light flashes . I have tried and got the same result with a brand new HDMI cable as well. I think it must be a fault with the box? I'd really like to get this working as soon as possible! Please could you let me know, thanks!
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El Diablo Grill
Nov 16, 2021
In General Discussion
Hi, received my Neo today and after all day trying it I just can't get it to connect to the app. My home is all smart home items from a variety of different companies so I'm pretty competent at set ups usually. I've tried a couple of different 2.4 ghz network and it won't work on any. Initially when everything is plugged in, the LED strips do not light up at all and the power light just flashes. If I unplug the HDMI output cable (to my TV) one of the LED strips fully lights up, the other lights about 4 or 5 LED's (at the beginning nearest to the USB connector), if I switch the USB's round the same strip lights up so I'm guessing something is wrong with the strip that only lights a few LED? When I do this the power light stops flashing and remains solid and the wifi light flashes (I'm assuming to pair) The app doesn't pick it up automatically, I have tried manually lots of times and it just won't find it. When I try on an android device it gets nowhere. If I try on an IOS device it ticks "Find device" then at 50% it ticks "Registration" but then gets nowhere it reaches 100% and pops up "Network connection failed, please check if the device is connected." I've tried via Tuya Smart app, which I have a number of devices already on, I'm not sure what device I should be looking for but have tried several lights both wifi and BLE and it doesn't find it. My bluetooth is on and I have tried all the items next to each other so not sure what else I can do to get it working! Any help would be appreciated
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El Diablo Grill
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