Problem with Siri Remote and Neon app on ATV

Forums › Sky, Neon, Lightbox › Problem with Siri Remote and Neon app on ATV

eracode

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#293254 9-Jan-2022 16:42

The fast forward and rewind functions on our Siri remote for Apple TV don’t work in the Neon app. The only command that works is pause. It’s pretty annoying if, say, you miss some dialogue and want to go back and check it.

Keen to know if anyone else has noticed this. Can’t see that this has been mentioned before here on GZ.

Sometimes I just sit and think. Other times I just sit.

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969 posts

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#2845781 9-Jan-2022 16:53

Yeah I think I have the same issue. Been about a week since I watched anything. Also when something is paused the menu/back button resumes the video not go back to the menu. You have to hit it again while the video is playing.

I have a feeling also the pause button works but trying to pause via the touchpad like on all other apps doesn’t work??

dougierydal

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#2852731 18-Jan-2022 10:43

This does my head in, the 10sec skip doesn't work, and the pause and scroll is almost unworkable, it's so 'touchy'. I contacted Neon support about it, and they told me too uninstall and reinstall the app (lol)....

This is with the new ATV4k with the new remote I should add, not sure about the older Apple remote.

eracode

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#2852734 18-Jan-2022 10:50

dougierydal:

This does my head in, the 10sec skip doesn't work, and the pause and scroll is almost unworkable, it's so 'touchy'. I contacted Neon support about it, and they told me too uninstall and reinstall the app (lol)....

This is with the new ATV4k with the new remote I should add, not sure about the older Apple remote.

Exactly - I contacted them too and got the same daft advice. Bloody hopeless.

However what I did find is that if you go to the remote settings in ATV, when you turn off the touch feature (i.e. select 'click only') the touchiness goes away - but you lose all control except for pause and start. Damned if you do, damned if you don't.

Sometimes I just sit and think. Other times I just sit.

alasta

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#2852735 18-Jan-2022 10:52

This is one of the reasons why I cancelled my Neon subscription. Their software feels really unrefined compared with something like Apple TV+.

dougierydal

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#2852737 18-Jan-2022 10:54

eracode:

dougierydal:

This does my head in, the 10sec skip doesn't work, and the pause and scroll is almost unworkable, it's so 'touchy'. I contacted Neon support about it, and they told me too uninstall and reinstall the app (lol)....

This is with the new ATV4k with the new remote I should add, not sure about the older Apple remote.

Exactly - I contacted them too and got the same daft advice. Bloody hopeless.

However what I did find is that if you go to the remote settings in ATV, when you turn off the touch feature (i.e. select 'click only') the touchiness goes away - but you lose all control except for pause and fwd. Damned if you do, damned if you don't.

Hopeless, you'd think this would be sorted, it's not like the Apple TV is some obscure device...

eracode

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#2852739 18-Jan-2022 11:01

alasta:

This is one of the reasons why I cancelled my Neon subscription. Their software feels really unrefined compared with something like Apple TV+ ....

... or Netflix, which is probably their bigger competition.

Sometimes I just sit and think. Other times I just sit.

Benjip

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#2852742 18-Jan-2022 11:09

Glad to see it's not just me. I much prefer the old ATV remote (the black one with the large touch surface), but this should be fixed by Neon as it's only going to affect more and more people over time.

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dougierydal

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#2852745 18-Jan-2022 11:24

Benjip:

Glad to see it's not just me. I much prefer the old ATV remote (the black one with the large touch surface), but this should be fixed by Neon as it's only going to affect more and more people over time.

So it's only the new grey one that has the issues?

Neon aren't alone, I use the Aussie sports app Kayo and same with them, they don't support the skip forward function which is bloody annoying.

The Apple TV 4K with the new remote was released in April 21, you'd think it shouldn't take a year to support some basic remote function...

mminehan

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#2861934 5-Feb-2022 08:03

I have the same issue with ATV4K using a Logitech Harmony remote. It's been like that since the days of lightbox.
It's a known issue and has to do with discrete FF and REW key code mapping.
I have mentioned it several times in the past, and it's an easy fix. Neon just have to update their code in the ATV app. Other content providers (Netflix, Plex, Disney etc) don't have the same issue on ATV.

https://www.geekzone.co.nz/forums.asp?forumid=106&topicid=236134

eracode

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#2861944 5-Feb-2022 08:48

mminehan:.

It's a known issue and has to do with discrete FF and REW key code mapping.
I have mentioned it several times in the past, and it's an easy fix. Neon just have to update their code in the ATV app. Other content providers (Netflix, Plex, Disney etc) don't have the same issue on ATV.

Yeah but Neon just don’t want to listen. They’d rather tell you to delete and reinstall their app.

Sometimes I just sit and think. Other times I just sit.

dougierydal

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#2870311 17-Feb-2022 13:02

Hassled Neon and SKY on Twitter and after asking 5 times over a couple of weeks, they finally replied with...

"Hey mate Apologies for the late one... we've been looking a bit deeper into this for you as it's something we are currently working on... We're expecting to hopefully have an update very soon (we're talking VERY)! We'll keep you posted on the progress for this one"

eracode

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#2870343 17-Feb-2022 13:45

^^ Yeah, right.

Sometimes I just sit and think. Other times I just sit.

dougierydal

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#2904434 20-Apr-2022 15:37

eracode:

^^ Yeah, right.

You'd be right, two months after that reply and still nothing, for a device that was released exactly 12 months ago...

dougierydal

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#2918323 25-May-2022 12:24

Had a reply to a tweet directed at Neon today, 14 weeks after they said there would be an update and news on this issue 'VERY SOON'.

"Hey again We did indeed make a fix/update that had some minor improvements but, there’s more work to do to resolve completely! Unfortunately we haven’t had a chance to jump back onto it recently as we are a small kiwi-based team, but we assure you, it's high on our list"

mminehan

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#2918339 25-May-2022 13:49

I've cancelled Neon. It's so clunky. Not even HD or 5.1. And the ongoing remote issues make it unusable on ATV.
The few shows they do have that we watch I get from elsewhere (in HD 5.1).

In this very competitive streaming market content is king, but service delivery is a close second. If they have limited content then they need to make up for it with quality service...which as we all know they don't.

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