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Topic:
Q-50 coming unpaired with base
This thread has 8 replies. Displaying all posts.
Post 1 made on Tuesday April 12, 2011 at 17:35
rbhfan
Active Member
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March 2003
634
Has anyone ever run into a problem with a Q50 coming constantly disconnected from the base? I have an install where the equipment is in a closet about 30 feet away from the living room.

Periodically I will get a call from the customer stating the the remote keeps giving them the error screen that happens when the Q-50 doesn't find the base station. I have made a couple of trips to the house. I have reconfigured the base, I have updated firmwares, I have removed the base then re added it via the software and the problem keeps occurring. Last trip to their house I even added a 2nd NC-50 base that I strapped to the back of the plasma panel so it could almost be like a repeater that halved the distance to the equipment from their seating area. Same result.

Equipment in the main system

63" Samsung plasma PN-63C7000
Pioneer Elite VSX 23 receiver
Pioneer Elite BDP-23FD
Scientific Atlanta 8300 HDC
2 NC-50 bases one on top of the equipment rack and one now strapped to the rear of the tv
Q-50

Now the base station on the equipment rack is also programmed into a 2nd Q50 that operates the system in their bedroom which is just a 2nd time warner box and a Pioneer Elite Plasma. That system works flawlessly and never comes disconnected which leads me to believe that it's not a faulty base.

Just to clarify the way its connected and programmed the NC-50 in the equipment room runs IR ports 1-3 for the main system and port 6 for the bedroom. I originally had a separate base for each system but reallocated the one from the bedroom system to behind the tv in the main system.
One thing I have learned in this industry. It is easier to pull a wire than it is to push one.
Post 2 made on Wednesday April 13, 2011 at 04:30
MattyMcfly
Long Time Member
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Posts:
July 2010
20
Hi rbhfan

Are both Q50's in the same config file or have you got a different config file for each remote?

When you have 2 remotes trying to talk to 1 Connect both remotes have to be in the same config due to each job file being given a unique job number which is used for it to comunicate with the Connect
OP | Post 3 made on Wednesday April 13, 2011 at 09:22
rbhfan
Active Member
Joined:
Posts:
March 2003
634
Yes they are both in the same file. One remote listed as Great Room the other as Master Bedroom.

I initially had each base set up separately to each remote but tried moving the one to the back of the plasma to see if it was just a limited range issue. The master bedroom has worked flawlessly first operating on it's own base and then operating off a shared base. The Great room has carried the problem with both configurations.

I believe I read somewhere that the advertised range was supposed to be 75 foot. Now i realize that this is probably direct line of sight sitting in a flat desert somewhere, but 30 feet should still be within the bubble of range in a normal house construction. There is no odd metal or electrical circumstances just normal wood and romex house construction and no sources of RF interference that I can pin point in the area. That being said I will say the bedroom remote is about half the distance (15 feet). I have done other systems in the 20-30 foot range and not had a problem.

Nevo tech suggested that I remove the antenna from the back of the base and extend it but I am not sure where I would even get the cable to do that. They suggested that I make the cable from mini coax but I really don't wish to spend the money on the tooling and resources to do this without more then a "well try this and see" from their end.
One thing I have learned in this industry. It is easier to pull a wire than it is to push one.
Post 4 made on Wednesday April 13, 2011 at 11:39
MattyMcfly
Long Time Member
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July 2010
20
Material Signal Loss Range Reduction
Interior Wall (Sheetrock) 4.5dB 10‐12%
Standard Slab Door (Hollow core) 5.5dB 10‐15%
Standard Slab Door (Solid core) 8dB 15‐20%
Brick (Decorative 3.5") 12dB 45%
Open Field @ 30ft 4dB 5%
Interior Window (Glass) 1dB 3%
Masonry Structural Block (6") 14dB 45‐55%

This is a general rule of thumb of signal loss you can expect through certain materials

Might also be worth checking that 1 Q50 is showing as a Primary & 1 as a secondary controller & that you optimise the primary before you optimise the secondary.
also if you have made any changes in the config you must re-upload the config to both remotes as each time you change something the config is given a unique ID number
OP | Post 5 made on Wednesday April 13, 2011 at 12:14
rbhfan
Active Member
Joined:
Posts:
March 2003
634
Yeah I am actually heading to the customers home now. What I am going to try is to swap the remotes and program the one that has been working flawlessly as the primary Great Room and the other to see if the problem is in range and signal or a problem with the remote itself.

Depending on what I find with testing today I will probably end up crediting them out of the Q50's and going with mx980's and 2 rf350 bases.
One thing I have learned in this industry. It is easier to pull a wire than it is to push one.
Post 6 made on Wednesday April 13, 2011 at 18:27
sydinstaller
Active Member
Joined:
Posts:
February 2004
740
Is there much learnt or HEX pasted codes in the remote?
These can cause issues if they are a bad learn or a dirty code.

Also. It kind of sounds like one of two issues.

1. RF interference. Try moving the connect around (as much as the install will let you) Even just moving the antenna away from the back of the cabinet can help a lot. Make sure the NC-50 is as far away from any power supplies as possible. It is common to find the NC-50 installed sitting it on top of the AV receiver, this is BAD. So just check out its location.


2. Network not set up correctly. Do a FULLY reset. Factory reset the remotes AND the NC-50 (via the USB and NSP). Also check that the f/w is correct on all units. Sometimes there can be an issue with the blaster f/w on the NC-50.


D.
OP | Post 7 made on Thursday April 14, 2011 at 14:49
rbhfan
Active Member
Joined:
Posts:
March 2003
634
Well when I got there the base that was mounted to the back of the plasma had been unplugged apparently by one of the cleaning crew. I plugged that back in re optimized the network and everything worked perfectly.

Also the customer walked me through the basement which they are in the process of finishing. He is going to have small system down there for the grand kids to use when they are having their family functions. So I convinced him that we would move the q50 down there for that system and put a 980 in the upstairs so it turned out much better that I had hoped but thanks for the ideas.
One thing I have learned in this industry. It is easier to pull a wire than it is to push one.
Post 8 made on Tuesday April 19, 2011 at 23:38
Cubitus
Active Member
Joined:
Posts:
May 2008
663
Got this issue really often until i tried the antenna extension for the connect. No more problems now. Give it a try, it will change your life.

A customer where we had about 25 ft of range before it disconnect can now take the remote outside at about 120 ft with no issues...
Post 9 made on Friday April 22, 2011 at 20:07
RemoteQuest
Long Time Member
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Posts:
October 2008
245
May or may not be related but about 18 months ago UEI had some bad antennas on NevoConnects. I would suspect that has passed but it also depends on how long some distributors have been holding inventory. UEI tech support was sending out free standard antenna replacements.

And yes, extending the antennda with the UEI standard cable or other industry standard antenna cables has resulted in glorious distance increases for their RF system.

Dave
RemoteQuest.com


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