MDC BluOS 2I on NAD C368 - random shutdown to standby-mode

Beantwortet
David

Hi,

I recently bought the NAD C368 with the BluOS module integrated and I have some issues with Spotify Connect. Whenever I listen to music via Spotify Connect, the amplifier can randomly shut down to standby-mode. This can happen several times a day and it totally ruins my otherwise great and positive experience with this amplifier. I have all the latest versions of the firmware - MAIN(1.71), VFD 1.22). 

I have also removed the bluetooth antenna and wifi-dong (currently connected via lan-cable) and disabled bluetooth in the BluOS-app but the issue is still there. I have noticed that this ONLY happens when I listen to music via Spotify Connect and the source on the amplifier is BluOS.

What to do? =(

 

3

Kommentare

85 Kommentare

Datum Stimmen
  • Mark van Wijk
    • Bearbeitet

    -OR-
    You can stop this endless 'asssitsing' (?). And actually go after the so called 'Quality Assurance Team' and make sure the team would actually assure us of this 'quality'.

    Stop pulling this nonsense and actually do something that helps, not just send us down a path that won't do anything. Proven by the length and age of the thread.

    -OR-
    Acknowledge that this is a hardware problem from the get go and do a recall....

    1
  • Mark van Wijk

    another month has gone, what is the status? when will we get a fix?

    1
  • Jesse

    Any update I should be aware of after a year of silence to fix this issue?

    1
  • Tony W.
    Product Support Manager

    Hi J.

    As mentioned, this issue has been resolved and addressed. It was caused by a firmware mis-match between the NAD Chassis and the BluOS MDC. If you are having issues, please contact support@nadelectronics.com and they will be happy to assist.

    -1
  • Jesse

    Hi Tony, 

    Well, I just reproduced the issue and it was once again flawless:

    - Started playing a song on Spotify via iPhone
    - Choose my C368 as option to stream via Spotify Connect
    - Set an alarm for 20 minutes
    - Just before my alarm could ring, it randomly shut off again.
     
    I've contacted the NAD support team to align the firmware and hopefully fix it once and for all! 
    2
  • Jarek

    Tony,

    What are you talking about?! This issue has never beed resolved. It still exists!

    1
  • mstgnk

    Jesse, Please let us know when you have a working solution. I have the same experience as Jarek, this problem is never solved with the latest firmware

    1
  • Mark van Wijk

    Tony, PLEASE stop calling this resolved. it is not. If there is a fix: post is here, don't do the 'contact support'.... support says us that there is no resolution at this point....

     

    1
  • Jesse

    Unfortunately, again no fix yet. NAD support was able to fully reproduce the issue. And did offer a workaround that works. Turning on NAD amp by hand, then starting Spotify Connect, or the pause/play trick to sync Spotify Connect with BluOS 2i module. Both of them not an actual fix to a long standing problem.

    I asked about the firmware sync. Double checked everything and my firmware is aligned. The support agent wasn’t aware of misaligned of firmware between BluOS and NAD solving this problem.

    They did a fresh firmware install themselves to test - but no fix. @Tony - please talk to Jade down the aisle to verify this. They said they would pass this down to QA department. Unfortunately heard + read that one before :/

    Again, as a customer I’m being heard, but not helped. Please collect the right Lenbrook employees from Bluesound/NAD/whatever company from the group and fix it for your customer! And if there is no fix (which is what I’m starting to suspect), own it and provide us an alternative solution.

    1
  • mstgnk
    • Bearbeitet

    Thanks for sharing this with us. Looks there is no solution since I reported this 4 years ago.

    Chatgpt seams to know the answer?

    ## Why Spotify Connect Triggers This

    - Spotify Connect streams audio directly from Spotify’s servers to the BluOS hardware.
    - BluOS passively receives that stream and does not continuously poll for playback status.
    - Brief interruptions (buffering, track transitions) can leave the device without incoming audio for a moment.
    - During these gaps, the inactivity timer continues, and once it expires, the device enters standby.

    1
  • Me Van II

    From January 7, 2024 (earlier in this thread). This has been broken for years. I've worked the support channels at least several times. 99.9% confident it will never be fixed. 

     

    ---

    A quick update. The communication I've received since late December 2023 from NAD follows. I received firm confirmation the issue is as described in my previous post above, the same as noted in the opening of this thread, and the same that myself and others have reported since 2019. 

    I am sending a report to our Quality Assurance Team about the issue you have reported. The report will consist of the information discussed in these emails regarding the C 368 entering standby incorrectly.

    This will be up to our NAD QA Lab to look in to and confirm.  I will be forwarding a report of my findings as well as your comments for review.  These combined details should be sufficient to provide enough info for our QA Lab to replicate the issue.  QA will then work with our Development Teams to test and qualify a working solution.  Once the solution has passed QA, it will then be included in the next public firmware release.

    2
  • Mark van Wijk
    • Bearbeitet

    It's beyond frustrating. I do love NAD products, with the bluos integration... but next amp will be a different brand if this doesn't get fixed.

    @tony, can you please sit down with all teams involved... and actually provide a fitting solution..?

    and: 

    In the release notes, a similair issue with the Nad M33 is described in the bugfixes.:

    BluOS 3.14.3. Released April 8, 2021.
    • Prevent M33 from accidentally entering network standby

    maybe look into that fix, seems the same problem?

     

    biggest thread on this forum... says something no?
    also, this thread is the exact same problem.. https://support1.bluesound.com/hc/en-us/community/posts/360039897334-MDC-BluOS-2i-Update-NAD-Auto

    2
  • Stefan

    I have posted on this thread on March 27, 2021, since then, never a fix was presented. I bought more of NAD products in the past, in the future, I will ALWAYS go for a different brand and will advice everyone who is ever going to invest in an AMP not to go for NAD. What is the purpose of a bluesound unit when you can't build on its performance.... 

    2
  • Jan Willem

    I actually stopped using the NAD because of this issue. 

    1
  • Robert Jessing
    • Bearbeitet

    I had all of these issues on my NAD C368 but solved it twice. First, I followed the instructions to factory reset, install the latest firmware, all the network standby, auto-sense etc. to on - then it worked. Later on, I did give the C368 to my father and upon resetting it, the self-off, not sensing Spotify/Tidal Connect all was happening again. 

    So, back to updating all firmware and my father reports that the problem was solved again. Now it senses Tidal/Spotify and it does not turn off randomly. 

    So in my world, the problem was solved.

    0
  • Mark van Wijk

    @Rober Jessing

    you are completly sure? so C368 is in standby, you start playing a song on your spotify app and select the C368 as source from the spotify app. C368 turns on and starts playing. you don't pause/change track etc, and the C368 is still playing after 20mins have passed? 

     

     

    0
  • Robert Jessing
    • Bearbeitet

    Hi @mark van wijk, yes very much so. I solved it twoce as I managed to reproduce it through a faulty firmware update that I had to roll back. On top of that, the unit was with my father so he lived with the issues for a while.

    Now Tidal triggers the unit to turn on and it doesn't turn off by itself anymore.

    I'd strongly recommend a full factory reset and follow the firmware upgrade procedures and recommended settings in this thread. Also, do a long power cycle by unplugging cord for 30 seconds. 

    0
  • Mark van Wijk

    @robert, 

    Well, tried it two times, but will try a third time..... but you're mentioning Tidal... not spotify?
    can you tell us what firmware versions the units runs on? you can find it in the menu's

    0
  • Robert Jessing
    • Bearbeitet

    @mark, hope it works for you. I read my support thread from two years ago, I did three things:
    1) Factory reset BluOS and Amp
    2) Long power recycle (30 sec cable unplugged) before and after firmware
    3) Firmware update (get the version right so you don't mess up like me...) 

    My father is using both Tidal and Spotify, same issue. You can also notice that volume control from Spotify stopped working. I do believe what Tony says that this is an issue of a BluOS firmware that is uncompatible with the amp firmware. On my C399, I never had any issues.

    0
  • Mark van Wijk

    @Robert Jessing

    can you please tell us what exact version number of software you are using.
    I will give it one final last try, realy hope it will work.

    @tony, can you give us an update on the last half year, what steps have been taken to fix this?

    0
  • Jesse

    @Mark

    Reply from NAD that reproduced the issue:
    I'm using a C368 with MCU firmware v1.75 and the latest BluOS v4.8.21.  My assumption is that your C368 is using the same firmware.  I tested doing a USB firmware reinstall, but it did not help in my case.  You are free to try if you wish, though NOTE that the C368 has two revisions, so there are two firmware versions.  We need to match the firmware with the right version.  You may be able to tell based on when you purchased your C368.  Easiest way is to check the MCU firmware that's currently installed.  If it starts with a 1, it is an original C368.  If it starts with 2, that's a new C368.
     
    Manufactured Pre July 2021:
    https://nadelectronics.com/wp-content/uploads/2016/09/C368-MCU-1.75-VFD-1.22-BT-1.26-2-1.zip
     
    Manufactured Post July 2021:
    https://nadelectronics.com/wp-content/uploads/2016/09/C368-MCU-2.02-VFD-2.01-BT-1.26-2.zip

    If you're unsure or prefer confirmation, you can send your Serial Number to me for review.

    So I can't say for certain this is a firmware mismatch.  That being said, I have provided all these details to NAD QA for further investigation.

    So important to double check which 'version' C368 you have and if firmware matches. But even when it matches, problem still persists - at least with my pre July 2021 version.

    @Everyone: I'd be really curious to see if this issue is maybe a pre July 2021 C368 bug. Maybe you all can reply in this thread?

    If that's the case, the fix would probably be a firmware update adressing this specific issue. I've asked NAD to look into it too. 

    Hang in there y'all 😭

    1
  • Jesse

    Great news all! Still have to see it to believe it BUT:

    Hello Jesse,
     
    I’m pleased to share that the issue with your C368 + MDC BluOS 2i entering Auto Standby while playing Spotify has been resolved in the upcoming BluOS 4.12.x update, which is scheduled for release later this month. 
     
    Kind regards,
    Bob
    Sr NAD Electronics Support Specialist

    0
  • mstgnk
    • Bearbeitet

    There is no indication whether this bug is solved in 4.12.4: https://support.bluos.net/hc/en-us/articles/35030717185175-BluOS-4-12-4
    Are the notes incomplete or do we have to wait?

     

    Edit: it looks like this update finally seems to fix the problem!  Thx 🙏

    0
  • Mark van Wijk

    So, latest update seems to fix this... Tried and tested the known way to trigger the bug. The C368 just kept playing after 20 mins and tested it to 40 mins. I did have a problem with the amp not turning on even when the MDC module was playing music via Spotify--> that was gone after a power cycle. I didn't see that problem again. Time will tell, but for now it looks good.

    0
  • Jesse

    I wanted to wait a couple of days. But all seems fixd to me. Hopefully to never see this bug ever again. All hail Bob. 

    0

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