Playback issues (drops) with Tidal and Paradise Radio on C658
Answered
Hi
It started last week, both Tidal and Paradise Radio playback is intermittent. It plays fine then the song stops and continues after a few seconds.
My internet connection is fine. No problems with Deezer or library playback (wired connection). Tried restart, did not help.
Please advice
Thanks
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Official comment
Hello Eli,
The next time these dropouts occur, send our support crew a diagnostics log via Help > Send Support Request (log will be automatically attached) without rebooting so that they can see any potential errors that might be logged.
Regards,
Sam R. -
Hi
Thanks. I already did twice. The problem has gotten much worse, even after a full MCU and BLUEOS factory reset! Tidal plays smoothly on all of my other non-bluos devices such as the Denon receiver or my phone, all of which are part of the same network. I did reboot the router many times. Both Tidal and radio Paradise are unplayable on the C658. My router DNS is set to Google default. Local library, Deezer HIFI and Tunein Radio are playing w/o a problem on the C658, it's only Tidal and Radio Paradise that stops and resumes every few seconds (Radio Paradise plays fine from my laptop using Chrome browser).
Could the C658 be faulty? Why is the connection problems are only limited to two services then?
Thanks0 -
Could the C658 be faulty? Why is the connection problems are only limited to two services then?
Your C658 being faulty would not be affected by audio dropouts of streams. Your issue is network traffic-related. Reboot your router, wait 5 minutes then reboot your C658 and any and all other BluOS Players.
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Hi
I already followed all the steps recommended by Sam. R:
- Please power down your players and any other network-attached devices. (Laptops, tablets and smartphones you can simply put in Airplane Mode).
- Unplug your router for 30 seconds then plug it back in
- Wait 5 minutes
- Start powering up all your Players and network devices.
- Reconnect your tablets and laptops
- Relaunch the app
It did fix the problem for about 6 hours, but then the dropouts returned. I only have one Bluos device - the NAD C658. All my other devices play Tidal and Radio Paradise fine. The C658 plays Deezer HIFI and Local library fine as well. Now I cannot use Tidal and Radio Paradise with C658. It plays 1 second and stops for 3 seconds.
My network connection according to speedtest.net and fast.com are 250Mbps/120Mbps.
I've sent another log file. The only error is local TCP: "not fitting in legacy unicast packet, dropping"
The only thing left to do is a full factory reset of the C658 and then use the USB to force a F/W update if that possible since I'm on the latest F/W. And maybe do also a router reset (my router is TP Link Archer C7 V2 connected to the fiber-optic modem. I even contacted my ISP provider and they did some tests and resets for my subscription. It did not help.
I can even go as far as getting a new router, but I doubt it will help, as all my other network devices are working fine, including Netflix at 4k on my Apple TV, which also plays Tidal w/o a problem...
Could another device on my network interfere with the C658 traffic? Most of my devices are wired connected except for my phone. I also have a 1 to 4 switch/splitter, because I have 6 ethernet devices.
The problem has only started about a week ago.
Thanks0 -
Great - glad to hear you are working directly with our Support Crew - keep working with them
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Did this issue get fixed?
I am now experiencing the same issue on my C658 with radio paradise.
Any help is appreciated.
My router is Archer AX6000.
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Audio Dropouts are almost always network bandwidth or network traffic-related. Please see www.bluesound.com/network101 for basic network troubleshooting tips to resolve these.
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The issue was fixed by replacing the router in my case.
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Hi Eli - What router did you get ?
This issue has started popping up after i got an Tp-Link archer AX6000.
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I got the TP AX3000 (AX50). You need to disable Jumbo Frame for BlueOS devices.
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Hi Eli - I have no idea how to change the Jumbo Frame.
I look at my router settings screen, there is no obvious option to disable "jumbo frames".
And there is no option in the NAD C658 menus to disable either.
How did you go about it , if you dont mind.
Thanks
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Hi
I'm afraid the problem has returned with my new router AX50. It is now limited only to Radio paradise. The only way to fix this is to use a very old router - the TP link 1043nd.
With another tp link router - the Archer C7 both Tidal and Radio Paradise are not working. So far I only tested Tidal with the newer router (AX50), but it turned out that modern TP link routers have issues with bluos devices with some services. Support told me something about Jumbo frames but I have no idea to disable it...
So no Radio Paradise for BlueOS unless you want to switch to a different router brandI suggest you open a new thread for the Radio Paradise issue and I will also use it to report the same problem. I think Bluesound and TP link needs to resolve this issue by FW update
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" I think Bluesound and TP link needs to resolve this issue by FW update"
In all honesty - we have no more pull here than you do and have to go through the same channels you do. It is best you contact TP-Link and let them know you are having issues with their product on their new firmware.
Thanks for understanding...
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Hi Tony and Eli,
I managed to get the issue fixed, my issue was just unbearable buffering on radio paradise, Tidal was OK.
I spent some time with tp-link support, it did no good, i do not think the agents understood the issue, so I gave up and started turning every feature in the router on/off and checked the streaming.
I have a breakthrough, and can now get the Radio Paradise Mellow Mix without buffering, this is through the BluOS drawer.
All I did was unticked IGMP snooping and IGMP proxy. That was it, now have buffer free streaming.
Still early days, but will report back if the issue returns. So if others are experiencing the similar issue with TP-Link Archer AX6000 wifi router, just turn off IGMP snooping and proxy and try.
I will monitor and report back if the issue returns. If you dont hear from me, its all good !!! :-)
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The issue has returned.
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Hi Hari - please see the official comment at the top of the thread; https://support1.bluesound.com/hc/en-us/community/posts/1500000230642/comments/360015217573
Thanks0
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