C-R200 and WC100 models: Hotspot issues

While the WiFi signal may look strong before you connect, it can significantly drop in intensity while the Smart Controller is transmitting information. Keep your phone or tablet within a few feet to minimize transmission problems and follow the troubleshooting steps written in the app.

Please check the information below regarding some phones. If the problem persists, contact technical support.

C-R200 and WC100: Note to Android owners

After connecting to the hotspot, you should wait about 10 seconds before returning to the app. Your phone may notify you that this access point does not have Internet access, and ask you whether you want to remain connected. You should confirm that you do before pressing “Next” in step 3. Otherwise you will see an error message in the app.

Android phone notifying that the Wi-Fi has no internet accessOpened notifcation showing the question Stay connected and the option Yes and No

C-R200 and WC100: Note to Samsung Galaxy Note 8 owners

Follow the in-app troubleshooting steps. If you still can’t connect to the hotspot, please try the alternative method below.

1

Access the alternative method page

Using your phone, tap on  this link. Following the steps on the page to connect the Smart Controller to your Wi-Fi.

2

Contact technical support

Once the process is finished, please contact and provide the information below. The Smart Controlller will be manually added to your account.

  • the email address used to sign in to the Neo Smart Blinds app
  • a picture from the back of the Smart Controller showing its serial number

Smart Controller didn't come online

This can happen for a few reasons:

  1. The wrong WiFi credentials (i.e. combination of network name and password) were provided. We suggest verifying you can connect with another device (e.g. phone or tablet) using those WiFi credentials before trying again. If you see this error message and your Neo Smart Blinds Controller is blinking blue, it is because the wrong credential were provided.
  2. The WiFi signal is not strong enough. Even with the right credentials, your Neo Smart Blinds Controller will fail to connect if it doesn’t get a strong signal from the router. Move it closer and try again. Your Neo Smart Blinds Controller will be blinking green or blue rapidly if this is the problem.
  3. Your WiFi network does not have access to the Internet, or your internet is being blocked by a firewall. Your Controller will be blinking green very slowly if this is the problem.
  4. A firewall is blocking your Neo Smart Blinds Controller access to our servers. Your Controller will be alternating between flashing cyan/blue-green and orange if this is the problem. Whitelist all your Smart Controller devices by MAC address, allowing them to make outgoing TCP connections to port 5683 on any host.
  5. If your firewall rule uses an upstream DNS resolver, please, check local DNS settings and, if not resolved locally, also at the ISP's end.

Smart Controller shows offline in the app

Various things could cause your Smart Controller to stop working normally. First, ensure it is connected to a wall charger and has power, then check if the light located on the back of the Smart Controller is on.

Quick fix

Press the "R" button on the back of the Smart Controller. Then observe the light colour and behaviour. Is it breathing/pulsing cyan (blue-green)? If yes, it's back online. If not, try rebooting your home Wi-Fi router, wait a few minutes and check the Smart Controller light again.

Open the Neo Smart Blinds app, go to the "Smart Controllers" page and tap on the refresh icon in the upper right corner to update the Smart Controller status. This refresh icon is only available for account with WC100 and C-R200 Smart Controller models. The C-BR300 model will always show its current state.

If the problem persists, check the list below to know what's happening with the Smart Controller and how to properly troubleshoot it.

The light is blinking green

The router wasn't replaced

The Wifi credentials and/or password wasn't changed

Reboot your router, then reboot the Smart Controller by pressing once the "R" button on its back. The Smart Controller will be back online if its light is breathing/pulsing cyan (blue-green).

The router was replaced

The Wifi credentials and/or password was changed

The Smart Controller can't connect to the router because it has the wrong credentials. Clear the old credentials by holding the “S” button for 10s and re-add the Smart Controller again to the app using the new Wifi credentials. If the process fails, please see this topic.

The router was recently moved

The Smart Controller was recently moved

The Smart Controller may be out of its signal range. Unplug the Smart Controller and plug it somewhere central in the house closer to the router. The Smart Controller should come online automatically.

The light is breathing/pulsing magenta (red blue)

Something went wrong during the firmware update and the Smart Controller entered safe mode. Press once the "R" button on the back of the Smart Controller to reboot it. It should start blinking magenta, indicating that the firmware update has started progress.Please read the topic "The light is blinking magenta" to know more about this.

The light is blinking magenta (red blue)

A firmware update is in progress. This process normally takes up to 5 minutes to complete. Do not turn off power to the Smart Controller during this time. After the update is complete, the Smart Controller will come back online automatically. You can visually confirm by looking at the light, which will be breathing/pulsing cyan. The app will also indicate that Smart Controller is online. If the app still says that the Smart Controller is offline, go to the "Your Controllers" page and tap on the refresh icon in right upper corner to update the Smart Controller status.

If the problem persists, please contact our technical support to further help you.

How to operate the motor using the remote control

It depends of which setup code you have in your account. Please use the table below to download the motor programming and operating instructions for the setup code in use in your account.

Using the Neo Smart Blinds app:

  1. Tap on the menu (upper left corner)
  2. Select settings
  3. Tap on View advanced settings, in the bottom of the page

Setup CodeFavourite PositionStop and Favourite PositionMotor Instructions
N2421 (default)-Stop and favorite button availableDownload
W3428*Favourite button available-Download
A6067**--Download
D8543Favourite button available-Download
R8152--Download
M6707-Stop and favorite button availableDownload
MA432Favourite button available-Download
E8965-Stop and favorite button availableDownload
X3696-Stop and favorite button availableDownload
NEOV1Favourite button available-Choose Remote Control
N0412--Not available
* Limit of eight blinds per room
** Has multiple intermediate limits, use next-up and next-down buttons to use it.

My original remote control no longer works with one of my blinds

Five remote controls from different motor brands

This can occur for several reasons:

  1. The blind motor does not have power. Ensure the battery is charged.
  2. The remote control is not working. Ensure it can control another blind. If it can’t, replace the batteries or the remote control.
  3. The memory on the blind was cleared or the remote was un-paired by mistake. Try pairing the remote and the blind again.

I repositioned my Smart Controller but it won't get to state 4

Smart Controller App Repositioning Issue

This is likely because the WiFi signal is not strong enough in the Smart Controller’s new location. Move the Smart Controller to a position with a stronger WiFi signal.

I changed my router and the Smart Controller is not working anymore

This is normal to happen since the Smart Controller needs the new Wifi network and its password in order to work. Add the Smart Controller to your account again by tapping on the + button and go through the entire process.

Use the Adding a Smart controller guide for a step by step instructions.

Smart Controller App Repositioning Issue

The schedule didn’t run automatically

For the command to be sent to the room's blinds, all the Smart Controllers of your account need to be online with Internet access at the scheduled time.

Double-check if the schedule is enabled and ensure it has the intended AM/PM times.

User enabling a schedule for blind automation

Besides that, you can also verify if the account timezone is suitable for where the Smart Controller is installed. Make sure the chosen timezone has the daylight saving time, if applicable. For that, access the Change timezone page by tapping on Settings in the menu, then on change timezone. Follow the app instructions to choose the correct timezone.

User tapping on menu, then on settingsUser tapping on the change timezone button

The sunset and sunrise buttons aren't available on the schedule page

The account doesn't have the relative schedules enabled. To enable it, tap on either button or access the Enable Relative Schedules page via the Settings on the menu.

User tapping on menu, then on settingsUser tapping on the enable relative schedule button