Nebula Capsule Remote No Longer Working

#1

Just recently I started up my Nebula Capsule which I haven’t done in a while and I looked to see if there was an update, which there was, so I updated to the latest firmware: M1_V1.0.102

After updating to the latest firmware, my capsule restarted and ever since then, I noticed that I can longer use my remote, which is odd because I was using the included remote to perform the upgrade.

I talked to a live agent on the Nebula Connect app regarding this issue, and after asking me to replace the battery (made no difference), I indicated to the agent that I could confirm that the remote was producing a signal because my powerbar with an IR detector (for energy savings purposes) was detecting a signal before and after changing the battery.

I was then given instructions to perform a factory reset, and that still didn’t resolve anything. I had to use the Nebula Connect in order to get past the welcome screens since the remote was still not working.

The agent concluded that since the remote seems to be working and sending a signal, then the Capsule’s IR sensor must be broken and since my Capsule is out of warranty so nothing could be done.

Question:

  1. I also noticed that after the firmware upgrade, I had to reinstall apps like YouTube? I’m just wondering whether the firmware upgrade may have wiped any apps related to using the remote?

  2. Is there anyway to downgrade my firmware to previous versions to see if that can fix my IR sensor issues?

Thanks

#2

That’s a really weird issue. Hope it can be resolved

#3

Hi there,

Thanks for bringing this case to our attention and we apologize for the inconvenience caused to you.

This situation is abnormal and we would like to figure out the root cause for you. Although your order might have been out of our limited warranty period, we would appreciate if you could reach out to us at support@seenebula.com and we will see how we can help you further to make things right.

Thanks in advance!

Anker Support Team