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Solved
Images change and menus display randomly (MC327)
I recently purchased a Canvas II (MC327). Love the image quality and subscription service. Like a few others in the forum, I am experiencing random image changes and random menus popping up every few hours. I've experimented with turning freeze image off and on, or setting the duration to either zero or a long time period (several days) but still the image changes and menus pop up. Images can change either left or right in the playlist, and I've seen both the menu and the art cards (metadata) pop up. The issue occurs regardless of whether the frame is in portrait or landscape orientation, and under various lighting conditions (day or evening). It seems like an issue with the motion sensor to me, as if the the frame is experiencing phantom gestures. The software and app are both up-to-date. The canvas is new and was purchased directly from netgear. It does not appear warped or damaged. I've tried rebooting a few times, to no avail. Has anyone who has experienced this issue been able to resolve it? I haven't opened a support ticket yet, but may do so if the issue continues. I have playlist rotation set to off, image shuffle off, scheduler is off. I wish there were a way to turn off the gesture controls from the app, to see if that is the problem.
Original poster here. Happy to say my issue has been resolved.
As others have noted, the issue is due to the gesture sensors. An updated gesture driver can solve the issue, but requires sending the unit to Netgear's San Jose, CA office for the install. Tech support was very helpful in resolving my issue. They reached out to me; I never submitted a ticket.Tech support was responsive to my questions, and followed up with me frequently.
The process was:
- Try a factory reset. This did not solve my issue.
- Disable gesture sensors. This can only be done remotely, and only by Netgear. Once the gesture sensors were disabled, my issue with images changing and random menus popping up stopped completely. I waited a week to make sure.
- With the issue confirmed as due to the gesture sensors, send the unit to San Jose CA for updated drive install. Netgear provided a free Fed Ex shipping label.
This should have been the end of the story. But for some reason, when I got my unit back the updated driver did not solve my problems. The problem persisted until I again requested the sensors be disabled.
Netgear then offered to send me a second unit, but unfortunately, it had the same problems, and I returned it. It came from their warehouse, and did not have the updated driver.
Netgear then sent me a third unit, directly from their San Jose office with the updated drivers already installed. That unit has worked perfectly, without issue. The gesture sensors are enabled and working properly, and the image does not change when "freeze image" is turned on. After testing the 3rd unit for a week, I returned my original (defective) unit to San Jose using the pre-paid shipping label Netgear provided.
For anyone experiencing this issue, I recommend submitting a support ticket and it can be resolved. At a minimum, you can request the gesture sensors are remotely disabled which makes the problem stop (albeit with the loss of the gestures). I worked with Rose in Netgear support.
6 Replies
Hi,
I'm having exactly the same problem. I opened a support ticket in January 2021. Last year I've had 2 (!) RMA's.
All 3 Meurals (27") had the same problem.It seams to be a gesture problem in the whole series that cannot be solved remotely.
The sollution would be to switch off the gestures in the app. But that' s not possible according the technicians.
I sugest to open a ticket. There is not more you can do.
Peter
Thanks for the reply. It's disappointing to hear you had three frames in a row that had the same problem. Must be frustrating. It's a shame, because otherwise it's a great device. The gestures are nice, and work most of the time, but I think they aren't really necessary. I'd rather have the hardware/software function properly without gestures, than have it be glitchy with gestures. Seems an option to disable gestures would be really useful, not only to fix this issue, but also for public installations like gallery showings, where you would want to disable access to the menus. Adding this feature with a firmware/app update would be ideal.
Hi Dharma, I'm now 5 Months in contact with the Netgear 2nd Level Support to find out how to solve this problem. Until now they told me that they were working in the backend to solve the problem. I disabled the gesture sensors on the canvas menu. Now that they might have a solution I can't turn it on via the app.
I'll let you know if we found out something new. If this goes on for way too long like 1 year + I'll let them refound me the wasted time because I'm literally doing their job.
- I have 2 canvases and exactly the same problem in one but not the other. Both on same wifi.
As already said - if only the menus or sensors could be switched off as I don’t need them and purely work from the app. Mine had a similar issue (purchased in May '22), and I believe tech support resolved it for me.
Mine would once or twice a day would change the image on its own (left or right one image), or randomly show menus, it was clear that it was an issue with the gesture sensor.
After a few rounds of the basic troubleshooting with tech support, I was told that a new firmware was developed for the gesture detection circuit which improves this issue, but that it could not be updated remotely. They sent me a label to return the canvas to them.After having them update the firmware, they sent it back to me and it's been back in my house for a week and seems to be good so far!
Also it is possible for the gesture controls to be disabled, but it can only be done by Netgear. If you open a support ticket with them and ask it to be disabled, their backend team can do that on your canvas, but you have no control over it as the end user, you need a ticket everytime you want to change the setting.
Original poster here. Happy to say my issue has been resolved.
As others have noted, the issue is due to the gesture sensors. An updated gesture driver can solve the issue, but requires sending the unit to Netgear's San Jose, CA office for the install. Tech support was very helpful in resolving my issue. They reached out to me; I never submitted a ticket.Tech support was responsive to my questions, and followed up with me frequently.
The process was:
- Try a factory reset. This did not solve my issue.
- Disable gesture sensors. This can only be done remotely, and only by Netgear. Once the gesture sensors were disabled, my issue with images changing and random menus popping up stopped completely. I waited a week to make sure.
- With the issue confirmed as due to the gesture sensors, send the unit to San Jose CA for updated drive install. Netgear provided a free Fed Ex shipping label.
This should have been the end of the story. But for some reason, when I got my unit back the updated driver did not solve my problems. The problem persisted until I again requested the sensors be disabled.
Netgear then offered to send me a second unit, but unfortunately, it had the same problems, and I returned it. It came from their warehouse, and did not have the updated driver.
Netgear then sent me a third unit, directly from their San Jose office with the updated drivers already installed. That unit has worked perfectly, without issue. The gesture sensors are enabled and working properly, and the image does not change when "freeze image" is turned on. After testing the 3rd unit for a week, I returned my original (defective) unit to San Jose using the pre-paid shipping label Netgear provided.
For anyone experiencing this issue, I recommend submitting a support ticket and it can be resolved. At a minimum, you can request the gesture sensors are remotely disabled which makes the problem stop (albeit with the loss of the gestures). I worked with Rose in Netgear support.