Sound cutting out and periodic loss of surround channels after upgrading to 4.0
Answered
I have a home theater group set up with a Pulse Soundbar+ in front and speakers connected to a Powernode for surround. After upgrading to 4.0.2, I’m having issues when streaming music from both Tidal and Radio Paradise. The sound is cutting out periodically and I keep losing the surround channels completely. Sometimes it comes back but usually I have to reboot the soundbar to get all channels back.
I have checked diagnostics and all devices are upgraded to 4.0.2. Signal strength to the soundbar is good (-51 dBm) and the Powernode is directly connected via Ethernet cable. Since I was losing surround, I thought it might be an issue with the Powernode and because I have another Powernode for the patio, I swapped them. The problem persisted.
Any help would be much appreciated. Thank you.
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Hey Rob, let mw know if you test setting amplifer stanby off on your pulse prior to setting up a theatre group.
Then we can let bluesound know our findings....
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Hi James and Rob
We are much more interested in the eARC vs ARC and not stand by as we have suggested.
We are asking you to troubleshoot the amount of packets being sent in eARC vs ARC.
Thank you
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Hi Tony
I will try Arc first, would you like me send the log after the rears cut out or before?0 -
Thanks Rob
Yes. Please continue to work with Vivek on this matter offline.
Thanks for your help.
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@ James
Vivek has been great with finding out what's going on, I sent all logs.
I tried the amp stand by and the problem still shows its ugly head, thought you'd like to know James.
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Hi Rob, yeah defo interested in keeping up to date with this.
BS have informed me that they have recreated the bug and are looking at it.
However bear in mind I reported this over 4 months ago and no fix still.
I moved to BS from a Sonos Arc with surrounds and never had these issues.
They also integrated apple music with dolby atmos direct in to their app as a music service.
I am left wondering if I made a bad choice moving to Pulse Soundbar+ with Powernode as surrounds....
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@James
We have figured out its definitely related to Earc, reducing to Arc resolves the issue. You sacrifice Atmos for the time being. Hopefully they resolve this issue.
Thanks for everybody's assistance.
Rob
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Thats interesting thanks for the update.
The big question is when will they finally fix it.
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I tried a workaround and connected the TV (LG) using an optical cable instead of HDMI/eARC and I made sure that all bluesound devices (soundbar+, 2 Flex) have fixed IP adresses in the internet router config (DHCP). Bluesound devices are connected by wire. Had no interruption anymore so far.
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Changing to optical means losing dolby atmos and hi res audio.
Downgrading arc to earc has the same problem.
Bluesound need to sort this, I reported this 5 months ago.
Soooo disappointed with the support we get (dont get)
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Agreed with James, point of this is to regain atmos
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Agreed with James, point of this is to regain atmos
As do we here - we are continuing to investigate.
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Hi Tony, this thread has been open for 7 months.
Is the time frame to a fix: weeks, months or years?
Thanks, James.
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Hi, does this weeks update to BluOS 4.4.11 fix the earc issue we have here?
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Watched a couple of movies over the weekend and BluOS 4.4.11 does seem to have fixed the surrounds dropping off a cliff for me.
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Hi Tony, does this weeks update to BluOS 4.4.11 fix the earc issue we have here?
It has gone super quiet on this thread.
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Hey James, at the moment movies seem ok, but Spotify looses sync after 30 mins to rears.
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Had sometime last weekend with some 7.1 / atmos movies through Earc, the problem stills shows itself. arc no problem.
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Still no resolve guys?
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This issue started after upgrading to 4. Such a pity that it´s impossible to downgrade it back to 3. Still nothing? Major issue and still nothing :-/
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While we wait for the fix, one quick fix I noticed is to do the following:
from the App go to Players->Audio Settings->Subwoofer and simply toggle the subwoofer to Off/On.
And right away the surround channels that were cut off, come back immediately.
a bit annoying, but a fast fix for me until the firmware update it out.
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I also have to do that regularly when listening to TuneIn stations :( When the volume is too low the sub stopws working and takes the rear speakers down too... It's ridiculous that this happens on low volume only.
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I don’t think it’s fixable or it would be fixed by now. The believe it’s a hardware flaw as when you Ethernet up the speakers this problem vanishes.
By the way anyone see the article in the WSJ about how Sonos went down the tubes and still hasn’t recovered from its botched software update. I showed it to my wife and said look Sonos has the same problem. It didn’t help.0 -
Hence the crickets
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Everything is ethernet here and still getting out of sync regularly. Pulling ethernet cables to get a system that's advertising to be wireless to do it's primary function: playing audio! lowers the Wife Acceptance Factor even more.
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I have had the out of sync issue since I bought all of my BS equipment. Sadly, in my two main level rooms in an open layout where I have 2 sets of Soundbar+ plus pairs of Pulses (and one Sub), I am resigned to using just my Pulses for music and my Soundbars for TV audio. My Pulses have to be wireless due to my setup and it makes no difference if the Soundbar is wired or wireless.
I also wish I could also setup Home Theater groups when I want them in each room, but my other issue is that whenever I delete that group to go back to my music group using just my 4 Pulses across the two rooms, my speakers tend to disappear from the BS app and lose their Wifi connection until I hardwire and reconfigure them. I think DHCP settings/assignment on my router might fix this issue? Still nothing to fix the sync issue though.
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Since I reported this a year ago, I have moved all my equipment to wired ethernet rather than wireless, but it has made little to no difference. Even with everything wired, I still get out of sync surround, sometimes garbled surround, and sometimes the surround just drops out. Yes, I can usually regain proper surround by toggling the subwoofer off and back on, but on a few occasions that hasn't worked. In those cases, I have to delete the home theater setup, unplug everything, plug everything back in, and finally recreate the home theater setup. I just had to do that "total reset" a couple of days ago. Very frustrating.
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So, all my stuff is wired ethernet together as well. Interestingly, here's what I've found:
If I configure the soundbar+ to be eARC, I get desync consistently on Atmos content only after ~25min (where the surrounds / sub are out of sync with the soundbar). I got no desync issues on non-Atmos content on eARC. But, I sometimes get popping issues, where there's a small pop every ~10s. In either case, hitting pause / start in the bluesound app (or over the API) clears the desync/popping (probably the same as turning the subwoofer on/off).If I configure the soundbar+ to be ARC, I get the desync seemingly randomly, regardless of content type. I don't seem to get popping. Similarly to above, a pause/play bounce seems to clear the syncing issue.
I tend to keep my setup at eARC, and have just written some automation to push a pause/play to bluesound API when my tv is idle which helps with the popping.
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Hello everyone, I bought a full home theater setup a few days ago and I am facing the issue you described… I have Nvidia shield and Panasonic Oled TV. Regardless the content, after 30mins it starts randomly to drop sound either from the two flex behind or the sub or the bar. Do you know if this is happening to every unit or just a few faulty ones? I spent more than 2k eur for this setup and I am happy with the sound quality that is awesome. But I cannot watch a 2 hour movie with a part of my brain keep waiting for the audio drop. I think I will be returning everything, particularly because the customer service- that was so nice and responsive- seems to have completely disappeared
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@daniel this dropping sound after about 20-30 minutes is the problem. I would return your system and get your money back as bluesound has no solution. They obviously host and read these threads so if there was a solution they would jump on and let us all know.
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