3.20.45 Upgrade Experience

Answered
Brian
Lossless

I have 9 BluOS units –  a mix of NAD and Bluesound gear of various vintages, some wired others wireless. Upgrades have become routine and have always proceeded without issue. Not this time – 4 units all got stuck in upgrade (red light). All were older and running wireless 2 Pulse Minis and 2 Flexs. No amount of coaxing a reset using wireless would work, they would go in to hotspot mode, connect with my iPhone and eventually the network but then fail during the upgrade process. Wireless strength was blue (-40dB). Flex 2i did not have this issue and updated as expected.

The only solution for all 4 was to wire them to the router a real nuisance as this meant removing them from their locations around the house and moving them to the router .Once the upgrade was complete and wireless credentials entered and authenticated all was well. This is the first time I've had 4 upgrades fail at the same time and refuse to connect wirelessly after a reset. Just a data point and wondering why this happened with this update.

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Comments

9 comments

Date Votes
  • Official comment
    Tony W.
    Product Support Manager

    Hi Braino

    Please select Help, Send Support Request in the BluOS App. In the issue description field, please enter the string _alldiscovered_ (no spaces with underscores) so we will receive all the log files of all the players. Please also let us know the make and model of the router, along with the make and model of any and all WiFi Repeaters or powerline adapters.

    It is likely that when the players reboot in upgrade mode to download and quickly overwrite the system image, the router is changing the IP address lease and confuses routing network allocation tables. We can help troubleshoot this and creat DHCP reservations for your IoT products to prevent this from happening in the future.

  • Adrien Kaulmann

    Thanks for advising, I will (as mentionned previously after a similar issue) postpone the upgrade until a new release has been made available.

    Too bad, Bluesound visibly doesn’t make its tests before releasing upgrades and takes its customers as guinea pigs to a certain extent 😃 .

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  • Tony W.
    Product Support Manager

    Hi Adrien

    If the root cause is your router allocation table, delaying an upgrade for a different version will not solve the issue.

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  • Brian
    Lossless
    • Edited

    @Tony W. Thank you for the reply. I suspect you're correct that the solution may be DHCP reservation for those units. I've sent the support request as you recommended through the BluOS app. I do have a newish mesh which has been terrific, a Deco XE75  a 3 unit system, and DHCP is likely the culprit. So many issues stem from networking settings. Thanks again. 

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  • Adrien Kaulmann

    Hi Tony,

    I am sorry, I do not currently have a problem. I will nevertheless wait for a few days and follow the posts before I upgrade. The issue I had about a year ago was about Bluesound not playing M4A files any more. It took a bit more than a month before there was a new release.

    And yes, you are right, router should be set to always allocate the same address to the same device. 

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  • Brian
    Lossless

    Another wrinkle has occurred. I use Roon sometimes and 2 of my 9 Bluesound units are no longer visible in Roon though they are in BluOS. All function normally in BluOS. 

    Troubleshooting I’ve done so far:

    1. Reset and restored the problem devices and then tried them wired to the router.
    2. Switched off all devices on the entire network, rebooted the router and added each device 1 at a time.
    3. Rebooted Roon Server and Roon Controller multiple times.
    4. Restored Roon Database from a backup done prior to the update.

    Cross-posted on the Roon forum.

    https://community.roonlabs.com/t/roon-ready-devices-disappeared-after-firmware-update/235892

     

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  • Brian
    Lossless

    This was posted on the Roon community forum. I have not heard this from Bluesound.

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  • Mark T.
    Sr. Support Crew Member

    Hi Braino,

    We understand how frustrating it can be when things are not working as expected, and we apologize for any inconvenience this may have caused.

    We have been working diligently to resolve the issue with ROON, and our quality assurance team is actively working on a solution. In the meantime, we ask that you continue working with our support team member who has been assisting you with your issue.

    We appreciate your patience and understanding as we work to resolve this issue, and we assure you that we are doing everything we can to get it resolved as soon as possible. Please continue working with our support team member who's working on your support ticket.

    Thanks for #LivingHiFi

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  • Brian
    Lossless
    • Edited

    Thank you Mark. I do appreciate your comments, your support team's response is excellent as ususal and Eric W. has been very attentive to the issue. My confusion is that prior to seeing the post on the Roon forum I was not aware that Bluesound had acknowledged the issue and suspected the problems resulted from networking settings such as lack of DHCP reservation, mesh WiFi and network cables.  

    Also I'm looking for confirmation about the statement in the posting on the Roon forum that a factory reset should not be done until the problem is resolved. Looking forward to a solution. I've always found Bluesound support helpful. 

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