Optical Input (TV) keeps cutting out
Planned
When I am watching TV and listening through the Node via "Optical Input", it started (after 2 years of no problems) cutting out and the sound stopped playing over my speakers. My temporary solution was to then open the Spotify app, have the spotify play over my speakers (via the BluOS app), and then click on "Optical Input" again to make it work. However, I'm having to do this every few minutes. How can I solve this problem?
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Official comment
UPDATE:
Thank you all for your patience and understanding. We are seeing a problem that appeared in a previous version of BluOS and is still present when using an original Blueosund SOUNDBAR (2016-2018). If you are unsure, there is no HDMI port on these models.
Optical will periodically pause if audio stream changes (such as a commercial or Netflix mid-stream downsamples for bandwidth reasons) resulting you to pause and re-play to re-engage audio. Our Product Development team is very aware of the issue and looking to resolve ASAP.
If you adjust your TV settings to PCM audio out only, this appears to reduce the frequency significantly in some TV models and prevent it all together in others. -
Try powering off your TV (pull the plug) and do this also to your NODE. Wait a few mins then power on just the TV, then when the TV is working the NODE and see if that helps. Whilst the power is off it’s a good idea to unplug the optical lead at both ends and re plug it back in.
If this does not help after the audio cuts out use the BluOS app and select Help…Send support request, this will send the logs to Bluesound to investigate further.
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I've been experiencing this too, but it seems to have stopped after I turned off the auto-sense functionality for both the TV and all other sources.
This is a workaround, and I'm not entirely sure it works (difficult to test intermittent failures conclusively...), but I hope it might help you reproduce.
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I have the same issue with 4 different speakers.
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I did the unplug/restart thing earlier today and still experienced cutouts after. Sent in a log bundle linking to this ticket.
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Im having the same issue on my Powernode since the last two weeks or so. Could it be related to a software update?
Ive tried turning of "autosense" with no luck.
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I experience exactly the same issue. It was working fine up until a couple of weeks ago. It must be a software issue right?
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Hi Marty, there have been no updates for months.
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Then why is this suddenly a problem? There have been no changes to my setup in years
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Try following the official comment above.
It’s possible the firmware in your TV updated and either a powercycle will help or setting need changing. Firmware updates can alter audio output formats.
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The TV is more than 10 years old and gets no updates so that is definitely not the cause.
What was the result of the log analysis from Tomas earlier in this thread? It might help others?
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You have not said if you followed the official comment
No idea about the logs as I don’t work for Bluesound. This is a community forum where users interact with each other. Send the support logs and wait for Bluesound to get back to you but do this immediately after the audio cuts out.
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Yes, I have tries the "official" comment. That did not work. The sound keeps cutting out. Pausing and unpausing using the app restores the sound for it to cut out again later (sometimes seconds, sometimes minutes later).
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I have the exact same problem. Bought a new optical cable and also a new TV. Same problem. Sometimes it works one minute sometimes one hour. Paus and play from app starts the sound again…
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Same here, the behavior started about two weeks ago. No updates were done on the TV for sure, and no manual updates on the powernode.
The suggestion of simpy resetting equipment did not work, there seems to be something else at play.
Also experimented with amp standby (energy saver) on/off, and it didn’t make a difference. I know there is a new EU law, which requires devices to switch themselves off when not in use. Did Bluesound recently change the firmware to enable this?
I also noticed Bluesound announcing a new app to be release soon. Is it possible that new firmware was loaded on my device in preparation for this, which might cause unexpected problems like this one?
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Hi Tim, new firmware was only released on the 17th (should be available to you now) but nothing has been released prior to this. Do check to update to 4.0 on both App and Firmware.
When it next cuts out use the BluOS App … Settings Send Support Request. This way Bluesound will be able to view the logs.
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I did that (send logs) but got no other advice than resetting, which did not help.
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Thanks very much for your answer Tony. Glad to hear your team is working on a solution.
However, you mention the problem occuring with soundbars. In my case it happens on my powernode first gen. Is it useful to you, if I send log files when my issue occurs?
Please take this device into account as well, while developing the fix....
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Thanks Tim - and yes looking at QA notes then mention POWERNODE 2 (same gen) as well. DSP Out is actually model agnostic so the fix will take that into account.
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Hello. I am also experiencing a similar issue with the HDM MDC for the NAD C 368. When it is connected to my TV through HDMI ARC, the sound drops out for a few seconds, notably between commercials or between scene shifts in movies, series and other tv content. I have updated all firmware to the latest versions, and I have sent in a support request two weeks ago, but still awaiting help.
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Using AppleTV wireless to a new soundbar and two flex as a theater group, I get a dropout and silence after about 30 minutes and the show, Netflix, Apple Movie still plays.
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Hi Martin - your issues is different if you are using HDMI - please contact support@nadelectronics.com for assistance.
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I received the following reply from the support team today:
After speaking with our engineering team regarding your specific issue they have been able to replicate it here in our labs. Our engineering team will be looking into this further and be providing a fix for this issue in a future firmware update.
Unfortunately, we here in technical support are not provided a timeline on future development and releases so I can not say for certain when this update will become available. However, rest assured that our engineering team will be doing everything they can to resolve this issue as soon as possible.
Our engineering team may reach out to you directly if they require any further specifics about this issue you are experiencing.
I'm sorry I do not have a more immediate solution for you but in the meantime, if you have any further questions for me, please feel free to let me know.
Regards,
Chris R.
Bluesound Support Crew Analyst0 -
I got this exact same email two days ago. In response to a new soundbar experiencing dropouts over WiFi.
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Got the same mail weeks ago. Just a standard template so it seems. LOL.
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...we are making progress though. We have located the root cause. We do not have a fix yet and are still looking into it. As you all have read, it is a major priority to resolve.
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Great we all want this fixed.
My gripe is that it took over two weeks of sending an email, then waiting for the next day for a reply, then sending another one…
There should be a known issue box on the support page saying “known problems being worked on”0
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