Disappearing speakers
Answered
I have two Pulse M speakers and I cannot get both to work at the same time.
I can only get one of the speakers to show in the controller and to play music at a time. If both are powered only one will show in the controllers and play music (this is always the same speaker which seems to be dominant). The only way to get the less dominant speaker to work is to leave the dominant one powered off.
The behaviour is the same across all of the controllers (Android, iOS, Windows) but only seems to occur on WIFI. My router diagnostics show that when both speakers are powered up and on WIFI both still seem to have a strong connection to the network (the less dominant one still shows with occasional very low levels of traffic at <10kps despite not being visible in the controllers). If one of the speakers is connected to the router via CAT5 both speakers will work (it doesn't matter which is connected via CAT5).
I am used to these speakers being unstable and can generally get them to work again but this one has me stuck. I have tried everything. Multiple restarts of the devices and my WiFi network, putting the speakers into hotspot mode etc etc.
I am not sure that this is an issue with my network as both speakers have a strong and stable connection. I can have music playing on less dominant speaker and make it stop / start by turning the dominant speaker on / off. The music stops after about 20 seconds (buffered music?) when the dominant speaker is turned on and then picks up again from exactly the same place when the dominant speaker is turned off.
Any ideas?
-
Official comment
Hi James.
Please contact our Support Crew by using Send Support Request from the app so that our team can help you.
It is a good idea to give them all relevant information about your network such as mark and model, mesh system etc.
-
I sent a support request on 12 December (before posting here) but I've not heard anything back except for automated messages saying that I was still in a queue.
It seems that the turnaround time for support is closer to two weeks than the promised two days.
1 -
Hi James, I am not support just an end users but…
Have a look at your Router and see if you have reserved any IPs for any devices in your network, or if you have made any static IP’s by entering the IP manually on a device connected to your Router.
Do also check your DHCP scope to make sure there are enough IPs available for all your devices.
If you have previously reserved IP address for your Pulse M speakers then remove the entries.
With issues like this you do need to perform a full network shut down, with devices such as tablet and phones turning them off is not enough but disabling Wi-Fi will suffice whilst you perform the following.
Power off everything that connects to your Router, and I do mean everything and not just put into standby.
Wait five minutes (important)
Turn on only the Router and again wait another five minutes.
Power on only the “less dominant” speaker and your controller device, test.
Power on the “dominant” speaker and test again giving it a good five minutes of music playing hopefully on both speakers.
At this point if working you can turn on all other networking devices, if music stop as you power on other devices you will hopefully find the culprit.
0 -
Hi Seppi, thank you so much for your help this worked! I had tried reallocating the fixed IPs and a full network reset but not both at the same time.
I don't think that there was a clash issue with another device or a lack of IP addresses (the speakers had allocated IP addresses). It seems to have been how the speakers and controllers were managing IPs internally. In hindsight having reallocated the static IPs without a network reset may have been the cause of the strange behaviour here.
I wish that Bluesound would sort out the IP allocation. All of the other devices on my network manage IPs fine. These speakers are the only devices that need a full network reset (which takes more than one hour) to resolve issues. I've had to do at least one after each update.
Thank you again for your help. My family are now enjoying the music!
0 -
Hi James, glad to hear your music is playing again for Christmas.
0 -
EDITED
After Seppi's kind help the issue reoccurred. Support contacted me and we worked through the issue.
I've worked through every possible solution presented by kind help from other users and Bluesound but any resolution has only be temporary. It has reoccurred each time there is an upgrade / update.
I have spent a huge amount of time exploring "issues with my network" which have not resolved any issues at all. The only way for this to be resolved is for me to contact support and get them to manually force an update of the speaker. This is not particularly helpful when it can take a month to get a response from support.
2
Please sign in to leave a comment.
Comments
6 comments