Vault 2i freezes.
Answered
Since the recent 4.0.2 update Vault 2i keeps freezing unexpectedly, on playback and when ripping CD's. Worked fine with no problems before the update.
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I wouldn't want to be someone who has just bought a new Vault.
The first task is normally to bring the software up to date and, right now, they'll wonder why nothing is working as expected after doing so.
Right now, the hole is just getting deeper and I really don't understand why rollback hasn't been adopted as yet.
Personally, I'm pee'd off as I daren't do anything apart from play music. I have CDs to rip and metadata to fix but I daren't do it.
Please, please can we roll back so I can use my Vault instead of pleading on this forum?
If you call the rollback release V5 then new owners will never know that there was a problem.
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I work as an AV integrator and one of my clients has already returned his Vault because he just doesn't want to mess with this. It's been too long without even a "We're working on it" from Bluesound, aside from the post above about the sever mode thing (which doesn't even apply in the case of my client's Vault or my own personal one).
Also, is anyone supposed to be responding to the diagnostic help requests? I can't even be sure that mine have ever gotten through as the app just reports that it's sent, but no confirmation or anything ever gets emailed to me.
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Rebuild Index finally finished, but did not resolve the issue of the music freezing when playing from my library on my Pulse Mini's.
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Jason J.
in absence of official response, I lodged a diagnostics ticket and got an automated email reply.
Given the current excremental increase in issues I anticipate a blowout in the response times.
As there is also Bluesound Commercial involved there might possibly be prioritisation complexities if the Support teams are not segregated.
re : “ anyone supposed to be responding to the diagnostic help requests? I can't even be sure that mine have ever gotten through as the app just reports that it's sent, but no confirmation or anything ever gets emailed to me.“re: It's been too long without even a "We're working on it" from Bluesound
There have been several informative Support Crew posts interspersed within this and other threads, but ‘novice’ users need to wade through all of our posts.
A central Support user only spot, say the “What’s Hot” box might work as a spot news placeholder if Support gets time to do so.2 -
Just to clarify - yes there is a BluOS 4.0.4 - it is targeted release at The PULSE FLEX and certain Bluesound Professional models that use similar hardware to resolve a non-boot issue. This is different from the VAULT issue that is the top priority.
Thanks for the support CS - way ahead of you...
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I have a Vault 2 and Node 2i. Like many others have reported, the Vault stopped working after the update. I spent several days spinning my wheels, trying to get things to work. Based on the suggestions here, I tried (again) the Diagnostics version of rebuilding the index and decided to be extremely patient with the rebuild process. The Vault LEDs stayed white at least 12 hours, even though the diagnostics menu no longer showed progress on the rebuild. I left it as it was and went to bed. This morning, the Vault LEDs were blue and I could see some of my library, but no artwork and it seemed incomplete. I tried another rebuild from the diagnostics menu and the rebuild only took minutes instead of hours. I can now see my library from the Vault. I queued several hours of music to see if there were still issues. It stopped playing after about 2.5 hours, then started again (without any prodding) in a few minutes. It played for about another 45 minutes, then stopped again. At least the library is back, but still experiencing the stop-outs.
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A question for the collective intelligence unit.
My music has been playing all week.
NO problems.
Am I safe doing a library back up?
Would you bet a whole dollar on it?1 -
Hi Dave, I would refrain from doing a backup to a USB drive, perhaps copy your Vault cross your network to another machine if your existing back up is out of date.
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Try explaining all of this to a brand new Vault owner, whose just been told how wonderful and easy-to-use the product is.....
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Imagine selling stuff in the state it is right now...
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Tony W.
re your response "way ahead of you..."
I wasn't necessarily offering support to BS, really asking for provision of more communication of information re progress (or lack of, or roadblocks) in relation to both Devs and Support Team.
There's been little advancement displayed, no indication of added delays to submitted tickets, and a centralised parking place where users can 'read only' your posts without trawling through the growing mountain of user posts.
Moreover, given that there has been a scarcity of published progress info, the growing need to get users back on their bikes with a V3 Rollback as a temporary measure of appeasement may offer some way to save face.
Unless V3 was a 3rd party development that had an End Date Licence might by one possibility.
Underlying my personal concern is that many of your Users are in an age range span considerably below me.
Retired for 10+ years, I used a considerable lump of my pension on the best Audio Hardware, now this.
I have limited years remaining, health conditions etc, and there will soon be a point where the plug will be pulled on Vault. At least the Flex & Sounbar will be useful with Airplay. So, to the way ahead.
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I have moved to Eversolo DMP A6 with the upgraded bits. My Vault will be secondary function to rip and store discs. The Eversolo is not really any dearer when adding the 2TB ssd, chose the Samsung 990 for 5 year warranty.
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Good idea, I have ordered the DMP A6 as Master Edition. :-)
Furthermore, I will now install the 4 Tb SSD.
The Vault 2i can only be sold if it works properly.
At the moment it's just a bunch of expensive plastic junk.
I have rarely experienced such a bad and bumbling update.
The topic of Bluesound has therefore fortunately done.2 -
Hi Folks, I thought to jump in here. Based on all of your good and valued feedback we discovered a kernal bug in the way that the Vault works. Being transparent we are working on the fix, we have replicated the issue in the lab and are working on fixing it. The first step is finding the issue so we hope to have a fix out shortly, we will target a specific release for these products when we do and not wait for the general update. We apologize for the frustration that the 3 issues between the kernal bug the desktop library and the server mode all had with Vaults, we hadn't expected the kernal issue and the others.
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Andrew H.
Appreciated, belated but better in presenting actual communication, transparency and detail that will help this and other users comprehend the trifecta of tribulations. I for one am enlightened, though not understanding the depth of code involved. I failed miserably with basic CP/M on my first Amstrad..Hope for a quick, but solid resolution.
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Agreed…thanks for providing some insight into the technical issue
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Just adding that in this case there will be a driver within the kernal that is misbehaving and causing issues and it is not something that would have been found in testing easily as it is time based. All drive based players are affected, so the vault is the most obvious, but it occurs in everything with a drive.
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Bluesound, stop making suggestions about users" USB stick or blaming users network etc.
Only Bluesound did mess up BIG and we liked to hear you say that on, let's say, day TWO?
This terrible version put me out of music at home for weeks now.
To stream or not to stream..
Admit, Speech and FIX IT now, this "award winning software"?
no, now.
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OK, I have to come to the defense of Bluesound here. Just my $0.02.
I will be retiring in a couple years after an over 40 year career in software development. I have done it all - from customer support, sales, project and program management, development, testing, etc. etc. I'm sure Bluesound is just as frustrated as we are. I do not know the circumstances under which these flaws were released, so I cannot comment on what measures Bluesound could have taken to prevent it. Comments like, "They should have tested it" are not particularly helpful. I am sure they did. I also suspect they will take measures to devise tests or inspection practices to prevent flaws being released from the same cause in the future.
It's quite possible they could have done more extensive testing to begin with - but keep in mind, there are market pressures and cost considerations that come into play.
Another comment. It's not very common anymore for vendors to offer responsive service to users for free. I know I am greatful for this, even though I too occasionally get a bit frustrated by their responses.
I wish I could claim none of my teams ever let a serious bug into production, but I cannot. But we learn the cause, fix it as fast as we can, and put processes in place to prevent a defect from that cause from ever escaping into production again. This is what Bluesound is working on now, I am sure.
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Well said, Dennis.
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Seppi Evans
I tend to agree with you.
I have an empty drive and might just set it up for a complete copy and see how it goes.0 -
I worked in IT from 1985-2020 in various roles, from analyst/programmer to test analyst, test manager, development manager, and project manager, and I tend to agree with a lot that Dennis Gibbs says.
I also welcome Andrew H.'s update, but it does make me wonder how long it will take to identify the kernel issues, devise fixes, test them thoroughly, including integration testing and a load of scenario-based e2e testing (certainly not something to rush through in a panic), and then package them for distribution. During that period, without a rollback, we Vault users will continue to not have proper use of their Vaults. (And we are the real ambassadors of the brand.)
Similarly, new Vault owners will find that their exciting new product lets them down unless Bluesound pulls all upgrades or renders them unavailable to machines on BluOS V3.
In short, V4 has clobbered Bluesound's business and, when a software release does that, the normal response is to roll back and revert to the previous stable version. I therefore remain completely flummoxed as to why this hasn't happened.
It's also nice to become part of the solution in some respects, and I'm sure some users will be happy to help, but that role should be voluntary, and not mandatory.
It's now a week or so since I 'upgraded' and I am fed up that I can't rip new acquisitions or amend faulty metadata and re-index, or back my Vault 2 up, or even play an album all the way through.
Alarmist as it might sound, it feels almost like someone on the inside wants Bluesound to fail since, instead of shielding its customers from the problem, it feels as though they're rubbing their noses in it while also raising two fingers to new customers.
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I wonder if perhaps v4 altered the internal data structures such that it is not backwards compatible with v3. If that's true, it would not be a simple roll back to v3, but they would have to create additional code to alter the data structures back to be compatible with v3 again. This means they would have to create and test this code, and package it with the old v3 and release it as yet another release.
This is all speculation, but if what I state above is a possibility, then perhaps Bluesound is focusing on correcting the V4 issues and expect a solution soon enough that creating a release to take us back would not be worthwhile.
Again, this is all speculation, I have no inside issue - just that downgrading back to v3 may not be that simple.
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Just adding some details here because I haven't seen all these captured. I've now tried to rebuild my index at least 8 times. It has frozen at a different place every time, so the idea that it is a corrupt file is ridiculous as that should make it freeze at the same place every time. I've also tried toggling off the optimize album artwork as that has worked before, but that seems to make it freeze earlier in the process. Not once has my previous library been deleted as every time I force shutdown after a rebuild freeze, my entire list of artists and all 31,000+ songs show up in the diagnostics status. And at some point amid the freezes all the artwork is just gone, not most of the artwork, every single album cover is not displaying. Reload artwork does absolutely nothing, and I'm now getting stuck in navigation screens where the close button doesn't work. While I'm fairly confident a rollback to v3 would probably allow regular library playback and library art to return, I'm not sure I'm totally confident that bluesound could rollout a roll back smoothly. And in future, if they get this sorted out, I will absolutely not be updating any software from them for a longtime. I get that software is complicated, and a couple of bugs are expected, but it seems like this release is light on features and mostly bugs.
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I too am glad that progress is underfoot, but this catastrophuck has taken a heavy toll on my confidence in Bluesound. 99% of my music listening pleasure comes from my Vault library. This is now DAY 9 with no music, and still no resolution in sight. As someone who works with music, I’m dying out here.
For two weekends now I’ve had to postpone integrating some pricey new components and speakers into my AV setup. The last 30-day returns window closes this Wednesday. Since there was a loud crackle/pop the first time the Vault audio cut out post-upgrade, I’m not about to test my Vault on a brand new $2000 receiver until it’s safe to do so. Besides, there’s little point in calibrating audio levels and delays without a stereo music feed.
An OS and firmware downgrade is the least Bluesound can offer us while they’re in damage control mode. Maybe they can’t? That’s a sobering thought. As a loyal NAD/PSB/Bluesound customer for four decades now, I am beyond the “disappointment” stage.
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I found that I can successfully rebuild my 'VAULT2' library and get the cover art back if I do things in the following other - although, it does not fix the underlying issue, at least it looks ok before it freezes again....
1) Power off / on
2) Once ready, connect to it via the app
3) Select Radio Paradise channel to have a constant source between vault and controller app
4) In Controller App go tp Help>Diagnostics> and click on Rebuild Index, then click on Yes
5) Controller then deletes index and starts rebuilding
6) From Main menu click on Settings>Music library which will then show the rebuild progress
7) Don't do anything else to confuse it, Walk away. Optionally listen to Paradise Radio.
This worked for me several times after failed rebuilds.
Vault2 with 26,000 tracks approx 1TB used.
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If they can't roll back to V3 then they need to say so.
Instead, there is silence; and simply not knowing is proving counter-productive as it's leading to lots of speculation and huge frustration amongst users.
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Considering the total lack of response from Bluesound to those begging to go back to 3.0 I think it's safe to say they won't ever offer an option to downgrade.
And for a company that is so "engaged" with their users it's astonishing they won't release an official statement about this.
But why would they? There's a handful of (Vault) customers begging for a downgrade which is probably peanuts compared to their total userbase. So why would they publicly admit they made a big mistake and offer users a downgrade? That would look bad in the media. Investors not happy. Managers won't get bonusses. Units must be sold!
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You old cynic! :)
Having said that, there will be a lot of less vocal users who are still dissatisfied with the issues arising from V4, and it wouldn't be safe to assume that because a user doesn't post here they are any less unhappy. Having said that, we existing users will be less harmful than the brand new customers who are probably returning their purchases and asking about what else there is out there instead of a Bluesound or NAD product.
Frankly, the silence simply pees me off.
(And I never imagined that I'd ever say something like that about my Vault 2. Perhaps it's time to examine other possibilities, such as the 7" vinyl that's being played tonight.)
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You're probably right Ian but don't forget it's all about the money...
For me its back to Plexamp with external dac to my MacBook. I really dont feel like using my Bluesound setup anymore, its a total letdown
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