Sound cutting out and periodic loss of surround channels after upgrading to 4.0

Answered

Matthew

• October 19, 2023 19:34

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.

2

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  Rob Greenwood

  • April 23, 2024 21:08

  Thank for the response James and Tony, Purchased the system for Atmos and wireless capability which arc cannot support. I also purchased all the proper HDMI 2.1 cables for this system.

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  James Connor

  • April 24, 2024 07:04

  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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  Tony W.

  Product Support Manager

  • April 24, 2024 11:08

  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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  Rob Greenwood

  • April 24, 2024 11:22

  Hi Tony
  I will try Arc first, would you like me send the log after the rears cut out or before?

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  Tony W.

  Product Support Manager

  • April 24, 2024 11:24

  Thanks Rob

  Yes. Please continue to work with Vivek on this matter offline.

  Thanks for your help.

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  Rob Greenwood

  • May 06, 2024 20:31

  @ 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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  James Connor

  • May 07, 2024 07:05

  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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