Grey non responsive display. (again, had previous M10 replaced because of same problem)

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  • Official comment
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    Sam R.

    Hello Ron, 

    What is odd here is that 1) a replacement M10 is showing the same issue but 2) the service centre is unable to replicate the issue even though it happens with you on a regular basis. The first test would rule out hardware but the second test would rule out firmware, which makes it very difficult to determine what could possibly be happening.

    One of our support agents is following up on this case. Please continue to work with him.

    Regards,
    Sam R.

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    Ron Sjoerds

    This was a same problem of my previous unit. Happens again, so this is not hardware as you stated before and why I had sent my previous unit for repair (and offcouse hardware repair said they could not find anything ....) Now with the new unit the problem is still there. So take a good look in your firmware. 

    Might be infrared handling ? The switch to optical triggered it clearly.

    Additionally to this problem is that on day 1 with the new unit also the same problem with "no sound on any input" occured again. While listening to Tidal the music stopped, and no sound could be heard anymore on any other input as well. Now, because of many other forum posts about optical input and your own suspicion of problem with the bluesound remote I disabled the RT-1 in settings. Did not occur anymore ! So that one seems also non hardware related because also happened on my new unit.

    Thus, the relation between the 2 problems is infrared (on front for the remote and on back for the switch to optical) Research your general infrared handling libraries. There might be a problem in those ? That seems to be a common factor.

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    Ron Sjoerds

    It happens over and over again ... Every time a reboot necessary. 

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    Ron Sjoerds

    Follow up : after some invest support informed me to reinstall the firmware via USB. I did, and after a reboot the M10 immediately came up with the grey screen again (just as I supposed). Another reboot, another grey screen. Then a full power cycle and finally the screen restored.

    These M10 's are a hopeless case for me. Nearly a year with sound drops en grey screens, weekly reboots and power cycles necessary etc and support not able to fix it. Got a new one in between which also has same problems. Changed all cabling, changed it back again, none succesfull. 

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    Tony W. - Product Support Manager

    Hi Ron

    As per our response on February 2nd in your private Support Request, please, via the new support request you sent me, send us more details on what happened at the Service Centre when you brought it in for evaluation.

    Thank you

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