"No players detected"

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  • Official comment

    Hi Karstein

    Please restart your router by unplugging it for 10 seconds then plug it back in. If the problem persists 10 minutes after the router is restarted, please e-mail us at support@bluesound.com

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    Reed Harris

    I've had this issue pretty much every day. I have a pulse 1, i figured its a defective model, hence they updated it so fast. I can listen for maybe an hour until it loses the wireless connection to my phones and computer, but still shows blue on the player. 

    My router is top of the line, and has a clear line of sight to the player. Nearby chromecasts can both simultaneously play in full HD without issue, and nearby chromecast audio plays 100% of the time without any issues. My router is is sufficiently powerful: the issue is the Bluesound pulse. And i've gone through the whole support song and dance.

    I'm sorry to hear the issue is not resolved in the new 2 generation, I won't be buying any more bluesound devices until they resolve this, at least by letting me use a USB wifi dongle that actually stays connected to my wifi. And while you're at it, try adding google cast support by over the air update like LG Music Flow and Bang & Olufson have. You're sonos-clone model isn't up to snuff anymore.

    And while i'm ranting, the optical input should play automatically the way the bluetooth can. Obviously if i'm using optical i want it to play from the speaker. And if i can't connect to the device with my phone (see above) then I need to cycle the power to the router and the pulse player to use it. 

    Not happy with this product. 

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    Gunnar Knudsen

    I have same issue again and again with Vault 2 - sometimes it really loses connection, hence having top of line router, sometimes it hasn't lost / still playing music, but app is showing... Only way is to disconnect player and restart every two days, sometimes 4-5 times per day! If player would be a low budget player - fine... Thanks, but this is not what I have paid for.

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  • Hi Gunnar

    I have escalated your issue to our BluOS Support Crew. We will be in touch.

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    Bernardo sorrentino

    Hi I have the same issue.

    Im not happy with my system. Cost me about £ 2000.00 and doesn't work properly.

    Im not happy at all. I would love to send it back if I could .

    Every day same story. Disconnect and take ages to reconnect.Im sure this is not right!!

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    Scott Herbert

    I have a similar issue with a BluOS module in my NAD M-12.  For absolutely no reason the player will "disappear" from the network, and I have no way to find it.  Then, without warning, it will reappear back on the network and work fine for a while.  My internet signal is strong, but I have no way to set up a wired connection in this location.

     

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    Scott Herbert

    I have a similar issue with a BluOS module in my NAD M-12.  For absolutely no reason the player will "disappear" from the network, and I have no way to find it.  Then, without warning, it will reappear back on the network and work fine for a while.  My internet signal is strong, but I have no way to set up a wired connection in this location.

     

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  • Players disappearing and reappearing in the App are almost always network environment related so we troubleshoot individually.

    @Scott and @Bernardo I have escalated both your issues as well. Scott - did you receive a USB extension cable in your BluOS MDC kit - try plugging that into the MDC and the WiFi module into the end of the extension cable. This will allow you to place the WiFi module out from behind the rack. Also the cable will act like an antenna as well.

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    Andrew

    Same problem.  New Powernode 2.  Love it in every respect, except that it keeps disappearing for the list of connected devices.  Restarting the device fixes this, but very annoying.  An old Node also sporadically fails in a different way: it's visible on the list of connected devices but says it's offline.  

    Will pursue support help, but frustrating.

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    John Akhurst

    I also experienced this problem with Node2. After working perfectly for two months the app couldn't find player this morning using either Android tablet or phone. Blue light on player indicated link to network. Manual operation ok and player picked up recently played tracks.

    Turned Node2 off and on and eventually also turned tab and phone off and on. Suddenly all is ok.

    Doesn't seem to be anything to do with network or NAS. If it happens again the player is going back.

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    Andrew

    See this post in a related thread, and see if addresses your problem.  It seems so far to have helped me.   Details may vary for different routers.

     

    https://support.bluesound.com/hc/en-us/community/posts/245380427/comments/249269867

     

     

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    Andrew

    I take it back.  The solution in the link I posted was short-lived.  After a few hours the connection was lost again.   The only reliable solution is unplugging and then plugging back in the Node and Powernode, which is awkward and inconvenient.  A reset button on the device would make this easier. 

    Still, when it's working I love the system.  So I'm not sending it back.... ;)

    I believe it's hard to make this work for everyone's different network setup.  But it should be possible?  

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  • Hi Andrew

    The vast majority of issues with Players disappearing and reappearing in the app has to do with how your network router handles 'multicast' products. When was the last time you restarted your router? Please unplug your Bluesound Players, then plug any other Internet of Things appliances you might have. Finally unplug your network router for 5 minutes then restart it to clear the cache of the router.  After 5 minutes have passed, please restart your Players and IoT devices. 

    If the problem persists after that, please select Help, Send Support Request in the App and we will help you troubleshoot your router further.

    Thanks for your patience and for #LivingHiFi

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    Andrew

    Thank you for your help, Bluesound.  The following steps seem to have solved the problem: 

    • turned UPnP to "enable" in Comcast router
    • turned Enable Zero Config to "enable" in Comcast Router
    • enabled "IGMP snooping" in my Airport Utility for Time Capsule
    • followed instructions for turning off all connected devices (including cable box, Roku, Node, Powernode) 
    • turned router off 5 min
    • turned router on 5 min
    • reconnected devices

    Now seems stable.  Devices found reliably. So far so good.  Can't say I understand why this worked, but seemed to.  

    The link below may also be helpful. 

    For people in this thread: there seems to be hope!

    https://support.bluesound.com/hc/en-us/community/posts/245380427-Pulse-and-Node-Gen1-constantly-dropping-from-Bluesound-client?page=1#community_comment_249269867

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  • Hi Andrew

    An over simplified 'why' explanation; Bluesound Players, like most Internet of Things products, utilise Multicast to communicate. Multicast is the ability for routers to listen to multiple network devices or nodes broadcasting traffic at the same time (where our original Node and Powernode derived their name from...). Multiple Broadcast - Multicast.

    Older makes of routers do not enable multicast by default as it was seen as creating too much redundant network traffic and cause resource drain. Routers are more sophisticated now and can handle this. Many ISP provided routers still however disable Multicast (some cannot even do multicast) to priortise or even ensure all available resources are given to telephony and television allowing for little service disruptions while still providing a cost effective (for them - free for you) network router.

    The settings you adjusted allow and improve multicast traffic.

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    Andrew

    Tony at Bluesound,

    Great explanation.  Thank you. Explains why it can be complicated in any given user's house.  Explains why certain ISP-supplied routers may not be set up optimally, and how to fix it.

    I hope this encourages people to keep trying to get their router settings right.  When the connection works reliably, the system really is great. 

     

     

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    Cwsan

    i have been having this problem intermittently with my 2 original Pulses and one Powernode since purchase two plus years ago. Now the conroller won't recognize any of the devices. All are connected with a cat 6 ethernet cable and all are showing blue lights.  I have followed the process described in the last 4 bullets below suggested  in this string as follows:

    " The following steps seem to have solved the problem: 

    • turned UPnP to "enable" in Comcast router
    • turned Enable Zero Config to "enable" in Comcast Router
    • enabled "IGMP snooping" in my Airport Utility for Time Capsule
    • followed instructions for turning off all connected devices (including cable box, Roku, Node, Powernode) 
    • turned router off 5 min
    • turned router on 5 min
    • reconnected devices"

    I looked at my ISP provided Motorola  router model # SBG6782 butt don't see any options equivalent to the steps comnteplaed  in the first 3 bullets suggested above.

    Performing the last 4 steps didn't help. Any suggestions on next steps?

     

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  • Hi CSwan

    Nest step, as always, is to select 'Help, Send Support Request' in the Navigation Drawer so we can review your log file and help troubleshoot.

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    MARK

    Everyone worked roughly ok, players dropped randomly but i got them back by rebooting the player until a few weeks ago. Now i can get nothing at all. I have rebooted my modem , my players all networks etc nothin absolutely nothing works. I am extreemly fed up. I have spent over £3000 on bluesound devices and for the last month or so nothing works- i presume i can sue you.

    Everything else in the house is working and i did nothing to change my internet of network but there were updates to the players which i installed. I guess that is the problem in some way.

    However whet did work - poorly , now no longer works at all and i have wasted a huge amount of time trying to get Bluesound to work but it doesn't.

    there must be some legal response- i want my money back.

     

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  • Hi Mark

    I have escalated your issue to the BluOS Support Crew. We will be in touch to help troubleshoot why your router is preventing normal flow of network traffic.

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    Luca Bagiotti

    @mark, same frustration here. I was very happy when I bought it but now I need to run around the house to be able to connect it!!
    How is this possible?
    Some support would be appreciated (already restarted router and player)

    Thanks

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    Tony W. - Product Support Manager

    Hi Luca

    As mentioned, whenever we see issues like this, it has to do with traffic being blocked on your network. I have escalated your issue to our BluOS Support Crew. They will be in touch.

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    Andrew

    I can only add again that I was having EXACTLY these problems  (See other messages in this thread.)  

    When I finally got the advanced settings on my cable company router set correctly, the problems vanished.  It stays up, seamlessly connects.  

    Really great when you finally get it working.   

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    MARK

    Can I just agree with Andrew- when it works Bluesound is wonderful- absolutely wonderful and has completely changed my life. However Bluesound as a company has to accept they have a problem in producing a "fool" proof system. Now I am not an idiot- in fact I am a senior academic- but I wasted hours and had no music or radio for weeks because I simply could not find a way to resolve the  lack of connection to my players. I eventually left Italy where my original post came from and returned to England. In the UK my Bluesound system works perfectly!! In Italy, for some reason, I never got it to start working again, despite trying everything, including Andrew's solution. There must be a generic problem and hence a generic solution- please!

     

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    Tony W. - Product Support Manager

    Hi Mark

    I really appreciate your frustration. Please see my post here where i responded;

    An over simplified 'why' explanation; Bluesound Players, like most Internet of Things products, utilise Multicast to communicate. Multicast is the ability for routers to listen to multiple network devices or nodes broadcasting traffic at the same time (where our original Node and Powernode derived their name from...). Multiple Broadcast - Multicast.

    Older makes of routers do not enable multicast by default as it was seen as creating too much redundant network traffic and cause resource drain. Routers are more sophisticated now and can handle this. Many ISP provided routers still however disable Multicast (some cannot even do multicast) to priortise or even ensure all available resources are given to telephony and television allowing for little service disruptions while still providing a cost effective (for them - free for you) network router.

    The settings you adjusted allow and improve multicast traffic.

    As you witnessed, your router in Italy had this problem while your router in the UK did not - probably due to the response above. Our recommendation is always to be aware that IoT Appliances such as Bluesound and other devices require networking equipment to use modern protocols.

    That is why we are always here to help at support@bluesound.com to help you troubleshoot your setup. 

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    MARK

    Hi Tony

    In both Italy and the Uk i have bought the latest Netgear  Nighthawk equipment which are not therefore provided by the ISP and the most modern i could buy. In the Uk my ISP is BT and i have a modem router connected to a  5 mega ADSL copper wire line. In Italy my internet is via a point to point infa red dish and i just therfore need a router which arrives at around 30 mega- it could be much faster if I wanted to pay. As far as i understand it the modem in Italy is in the antenna broadcasting to my house so I am part or their network before the signal gets to our house whereas in the Uk my network starts once the copper wire hits my modem in the house. Is this the problem?

    thanks

    mark

     

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    MARK

    Everything appears to work perfectly in the Uk despite only 5 mega signal with a power node 2 and a power node but doesnt work in Italy with a 30 mega signal with a powernode and a pulse mini.

    thanks

    mark

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    Tony W. - Product Support Manager

    Hi Mark

    As you work through the scenarios, you can see how traffic can get blocked. It wouldn't necessarily be the antenna system but given it is an antenna system, there may be more controls to ensure the most common packets get through, such as limiting multicast traffic. In any case, we are here to help.

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    Wayne

    The flex came on at 6:30 as per the pre-programmed alarm.  I can turn it off and on with the buttons on top of the unit.  What I can't  do is control it from BluOS on my phone.  BluOS keeps spinning "No Players Detected".  In WiFi I can see my printer (and many other signals) but not the flex.  What gives?

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    Derek Sewell

    I have got a similar problem, my Pulse mini 2i after working for 2 months from new just disappeared from the app, it was hard wired to the internet, I then did an upgrade on the Vault 2 and that disappeared from the app. The only device that is still working is the Powernode 2 which is 20 metres from the router hard wired. The lights on both the pulse and the Vault are blue  and connected but my phone , or laptop can not find them, expensive kit to go wrong  and I am not sure about this constant unplugging them  and then powering them up to try reset them

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