remote

[elz64]

Hi

I did open a ticket, but maybe someone can suggest :
Just bought a new Wiim Ultra from Amazon and set it last w.e
The remote (coming from the whole brand new boxe of the Ultra) can be paired,
but each time I come back to use it (either the Wiim was in sleep mode showing the clock or Off) this remote is no more functional and appears to be not paired anymore... no reaction and must be again and again paired.
If the Wiim was before turned off by the remote, looks like I can't turn it on otherwise that unplugging the power cord ans plugin it again. (maybe the app could do the job ?)

(note: AAA batteries are new)

Is it a remote control malfunction or a software problem?
thank you

 

[harkpabst]

The remote (coming from the whole brand new boxe of the Ultra) can be paired,
but each time I come back to use it (either the Wiim was in sleep mode showing the clock or Off) this remote is no more functional and appears to be not paired anymore...

This should definitely work.

If the Wiim was before turned off by the remote, looks like I can't turn it on otherwise that unplugging the power cord ans plugin it again. (maybe the app could do the job ?)

Even with the touchscreen switched off the WiiM Ultra is still not really "off", but in standby mode. The remote should be able to wake it up just as easily as it sent the unit to sleep.

Is it a remote control malfunction or a software problem?

Nobody can tell for sure, but WiiM. If this was a software issue I'd expect to have seen more reports, though.

There's exactly one use case where the remote isn't usable instantly but you didn't mention this: When the WiiM Ultra has been disconnected from the mains power for longer than a couple of minutes (like e.g. overnight) the first button press does nothing but reconnect the remote. This usually takes around 7 to 9 seconds. After that the remote will work as normal. No need to pair the remote again.

This is true for all WiiM devices and their remotes. If you can rule out this cause then you'll have to wait for the response from the WiiM Support team.

 

[Wiimer]

Hi

I did open a ticket, but maybe someone can suggest :
Just bought a new Wiim Ultra from Amazon and set it last w.e
The remote (coming from the whole brand new boxe of the Ultra) can be paired,
but each time I come back to use it (either the Wiim was in sleep mode showing the clock or Off) this remote is no more functional and appears to be not paired anymore... no reaction and must be again and again paired.
If the Wiim was before turned off by the remote, looks like I can't turn it on otherwise that unplugging the power cord ans plugin it again. (maybe the app could do the job ?)

(note: AAA batteries are new)

Is it a remote control malfunction or a software problem?
thank you

The WiiM Remote's power button is a toggle switch for standby mode. The power never fully shuts off; even in standby, the device and Remote remain connected via Bluetooth. (However, disconnecting the device's power cable will sever the connection with the Remote.)

After pressing the Remote's power button to put the device into standby mode, is the Remote icon displayed on the device card within the WiiM app? If this icon is missing, the connection to the Remote has been lost.



If the issue persists, please first attempt to reboot the device.

 

[Mr Ee]

I was going to reply similarly, but you guys are so quick!

 

[elz64]

Thanks all for your feeds back. I'm waiting for Wiim support thats is starting pretty badly:
"
To assist us in investigating this issue more efficiently, kindly send us new feedback directly through the WiiM Home app>More tab>Feedback next time this issue occurs. Our Eng. team will look into this matter as soon as we receive feedback.

We genuinely value your understanding and cooperation."

 

[Mr Ee]

Unless there's more context we're unaware of, wiim's reply seems pretty good to me.
When it next doesn't work, and before doing anything else, send feedback via the app and the ultra's logs will be sent too, providing wiim with something to work with.

 

[elz64]

The WiiM Remote's power button is a toggle switch for standby mode. The power never fully shuts off; even in standby, the device and Remote remain connected via Bluetooth. (However, disconnecting the device's power cable will sever the connection with the Remote.)

After pressing the Remote's power button to put the device into standby mode, is the Remote icon displayed on the device card within the WiiM app? If this icon is missing, the connection to the Remote has been lost.
View attachment 29629


If the issue persists, please first attempt to reboot the device.

I can't tell. I'll check when at home. But I presume as the remote don't work then this link icon won't be there. I did reboot the wiim multiple times too.

 

[harkpabst]

Thanks all for your feeds back. I'm waiting for Wiim support thats is starting pretty badly:
"
To assist us in investigating this issue more efficiently, kindly send us new feedback directly through the WiiM Home app>More tab>Feedback next time this issue occurs. Our Eng. team will look into this matter as soon as we receive feedback.

We genuinely value your understanding and cooperation."

When feedback is sent through the WiiM Home App (tab More... => Feedback) device logs are sent along. Not so if you create a ticket through the web interface, for hopefully obvious reasons.