Harmony Remotes

[dowser22]

My remote developed a set of "black lips" in the middle of the screen, whihc was otherwise white with very faint letters. The buttuns still work if you remember where they were.  But hey, this is the best remote I have ever seen or used and I have had about 5 years service out of it, I reckon I will try the software fix, but I think the screen is just old.  The originial unit cost $350 AUD, a refurbished uint can be bought for about $125 USD.  Im OK with that.

[Ahorodny]

sounds like a cracked LCD screen by these lips, I believe you are well outside of the warranty period anyhow seeing how you have had it for such a long time, its a bummer

[bbogey_43]

Buyers beware! 

I got the "apparently quite well known" white screen issue. Being a technical person, I spent many hours troubleshooting this problem.  Did the safe mode (even though the screen was stil white) firmware update, but everytime the installation rebooted the remote it would lose it's connection to the PC, then the software would time out before I could get it to reconnect - you only have about 30 seconds, which interestingly is the amount of time it takes to get the device in to safe mode.

I also found that hold power button for 5 seconds, then inserting the battery while holding "OK" for 30 seconds, then removing the battery, holding power, inserting battery with power button held for 30 seconds did remedy some of the white screen issues.  Sometimes I would see the "safe mode" screen, sometimes not.  SOmetimes it would boot up in regular mode, but the screen would again go white when the remote went to sleep.  Basically no matter what I did, or what steps I took, I couldn't update from firmware version 7.5  to 7.7.  Nor could I install the old version of the software 7.5 on my laptop to update the remote because as soon as you launch the software, it updates to 7.7.  I thought if I could run v7.5 software MAYBE I could update the firmware, but no.

SO I CALLED SUPPORT!  The guy basically told me within the first minute on the phone that LOGITECH IS AWARE OF THIS KNOWN ISSUE!!!!  He at one point said the issue is only on older units, but I let him know that the problem still must exist because people are reporting the problem all the time on these forums. 

He then walked me through the safe mode update bit I had done 100 times already, then told me that the memory in my device has failed.  I said so okay, if it's a known issue you should replace my unit, or give me 1/2 off a replacement like you have many other people on these forums.  His response was "we don't offer that anymore, but you can get a special offer from Logitech".  Turns out this special offer is actually available to anyone at the bottom right corner of www.logitech.com.  The give you a 'refurbished' remote for $220.00.

So naturally I asked, if I buy this refurbished unit, would it not have the same 'known issue'.  his response incredibly was, yes sir, it probably does!  Unreal.  So basically my remote has faulty memory, and I can fix it by buying a new or refurbished remote that will almost certainly have the same problem just over 12 months after I purchase it.

I did ask to speak w/the manager, and explained all this to him, but he was less than understanding.  His stance was "there are no problems with our "Flagship model".  No surprise there really.  The grunts give it to you straight, and the people in power lie to you.  Just like in politics.

Logitech has lost my respect, appreciation and support.  I will not buy their products again.

GOOD LUCK!

[ddcoons]

I had the typical white screen problem.  The remote would sometimes reboot on its own.  Sometimes removing and replacing the battery would fix it for a while, but eventually it would happen again.

I tried everything.  Contacted support, reloaded the firmware, etc. but nothing helped.  Logitech just told me I was out of luck and the device could not be repaired.

So I disassembled the remote following instructions on the web.  I took the PCB (Circuit board) to my office where we have microscopes and proper equipment to diagnose and repair these things.  It was immediately obvious that the large ICs on the board do not have underfill.  This is definitely a cost-cutting, low reliability decision by Logitech.  With such a thin board and a relatively flimsy plastic case, it is absolutely foolish to manufacture this product without underfilling these devices.  As a result, when the product is dropped or simply experiences any shock or flexing, the solder balls underneath the ICs will be prone to failure.  This then can result in either complete device failure or intermittent failures.  

In order to determine whether this was the actual root cause, we used a heat gun to reflow the large IC on the board.  This is a specialized tool for this work, so don't try to use a big industrial heat gun, you will just destroy the board.  Since we did not remove the adhesive on the back holding all of the dome switches in place, we did cause some damage there and had to replace some tape with common packing tape.  Not a big deal, but could have been avoided.

Anyway, the remote is now 100% functional.  It has not shown any signs of a problem since this work was done.  We only reflowed the large IC, so it is almost certain that this was the cause of the problem.

Logitech....spend the few cents it would cost to apply underfill.   If you are testing these products with drop tests and other typical reliability testing, you already know this is a weak point in the design.

[cajon7]

I had the same white screen problem with my 880 that I got in August.  One of the techs at the store where I bought it was able to get it back by removing and inserting the battery several times quickly.  This seemed to reset it.  He said that if it happens again while still under warranty, they will replace the remote.

[nesto]

Well I think I may be part of this group.

Recently the wife let the battery die down all the way. When we charged, the remote rebooted

Got a multicolor (primarily blue) screen

Then a pure white screen

When I let the remote sleep, and woke it, the activities were still there but the screen was all messed up(pixilated, off center).

I removed reinsterted battery, didn't fix.

Updated firmware to latest - didn't fix.

Then I just started doing a lot of quick insert remove battery and finally it did boot normally.

That was about 3-4 weeks ago.

I recently got some new devices so I created some activities. Well after uploading, I got the same issue again.Tried my fix from before and to no avail. I just can't get the remote to boot up properly. I don't have a constant white screen, it just lasts during the boot up process, then let remote sleep, then wake and screen is all pixilated(I'll snap a pic today and post).

Anyone have any suggestions?

Also I found out that pressing Power+OK+0 will initiate a reboot without removing the battery.

[HorseGuy]

I've had three brand new Logitech Harmony One remotes.  None of them have ever had anything happen to them.  They were not dropped, stepped on, anything.  All three have had the same problem.

Now Logitech is no longer offering the replacement part to 3rd party repair people.

Thanks Logitech.

I will no longer buy a single Logitech product from you.... ever.  Why whould I when the only "offer" is to buy a product with the same problem at a still expensive price?

Signed,

SoSickOfLogitechCrap

[clogston]

hello, I see you work for the company. I hope you might be able to help me. I purchased a refurbished harmony one remote and am charging now for 2 hours and nothing, should I just wait 8 hours to be sure there is a problem.

[rhachey]

See who works for the Company? This is a User Peer t Peer forum

[Quin_at_HRR]

The 'white screen' sympton on the Harmony One can either be due to a defective LCD controller (which is integrated into the LCD module), a defective component on the PCB, or a bad firmware build. This is why some folks have had success re-applying the firmware or, with an intermittent cold-solder joint, the symptom can come-and-go. However, there are no BGA (Ball Grid Array) components on the Harmony One, so ddcoons must be referring to the Harmony 900, which often exhibits NPO (No-Power-On) or 'white screen' symptoms and, in probably 90% of the cases, this is due to incomplete solder-joints underneath the large 17x17mm CPU. Re-flowing the chip as he did (using the right equipment) can generally solve this problem, but reflow is not applicable to the Harmony One. The leads on the CPU and eemprom are standard 'gull wing' and can be inspected with a 10x loupe to determine if a joint is marginal. To date, I've never seen a bad joint on the H1, but I have removed and replaced the CPU to solve a 'white screen' problem.