So Disappointed with support.
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Official comment
I think support is just a bit overwhelmed these last weeks due to the toothing problems with version4.
Moreover the xmas and new year holidays loom on the horizon.
But in my experience they will reach out to you as soon as your request hits the top of their todo list.
The symptoms you describe seem typical for network issues. Usualy solutions like reserved ip addresses and correct router setup will help. In some cases wifi repeaters or powerline adapters are needed.
Support will help with that.
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My expectation is that support wouldn’t need more than two months for my issue to get on someone’s to to list.
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Now I get this email copy and paste from support. The same one I got a month ago.
“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.”
Does anyone have a soundbar and rear flexes (latest models) in a home theater group that works? Is it just mine that’s broken, I would like to know.
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I have posted this elsewhere and did not get a decent response.
Not sure if this is similar to your situation but when watching a movie, using powernode for surrounds they stopped working after 30 mins or so.
After various testing with some atmos music and same again, the powernode surrounds stopped after approx 30 mins.
This time I pressed the play pause button on top of powernode and started to work again.
This leads me to think is the amplifier standby kicking in for the powernode surrounds but not the soundbar+ as that is working via earc?
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Evidently the engineering team knows what the problem is but won’t tell the consumer. Makes no sense.
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They don't have a clue otherwise it would have been fixed by now. I'm having soundbar+ and sub+ issues for 11 months now and received their standard template "After speaking with our engineering team regarding your specific issue they have been able to replicate it here in our labs" many months ago. But first they waste your time by letting you hardwire the setup, reboot your network, reserve fixed ip addresses, turn off standby... lol...
They just give us the silent treatment on many things while figuring out how to develop software like the big boys do.
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My last support email suggested plugging it all in so I just spent the time and money to buy a Ethernet switch and a second router to plug it all in. The run around is enraging.
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support be like, have you tried turning your router and speakers off for 3 days?
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Hi all,
My supplier toll me not to use ‘Mesh’ WiFi network this could lead to wifi problems.
I am using wired to the soundbar+, the 2x flex are also wired to a tp-link wifi exstender.
All is working fine.1 -
Going from one wire to an Ethernet cable and a plug is not the wireless future I was looking forward to.
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Hi Geoff
I see you are working with Eric - he is extremly patient and specialises in tough network solutions. You are in great hands in having him help troubleshoot issues in difficult networks.
James - I do see your request in the queue, I do apologise for the undue delay - thank you for sending the log files by using the Help Send Support Request option in the App.
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Tony I’m not “working” with anyone. Eric sends me email responses, one three weeks later, the last one I haven’t heard back from and it’s been a week, they say in short yes there is a problem and we have no idea when it’s going to be fixed. And then the suggestion to (go buy a new mesh satellite, router switch, Ethernet cables and) plug it all in and see if that works which it is apparently working, but the appeal of wireless HIFi was not to have twice as many wires and additional costs.
No one seems to answer the basic question, “what is it that’s not working, does the soundbar have a hardware problem cheating a network or is it a software problem that will be fixed and when?”
Bluesound is failing at the lesson that customers want to know what the problem is and when is it going to be fixed and not wait months in the dark chasing their tails.2 -
My guess is faulty hardware. They'll fix this quietly in next iterations and let the current customers complain until they sell/trash their faulty units. So this problem will be gone eventually.
Since not all people are having this problem it could very well be that current models already have their faulty hardware replaced.
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Bodi - I hope that’s not the case and when I get an answer to the following question this should all be cleared up.
Question for Tony/Bluesound Support:
Does the Soundbar have a hardware problem that is preventing it from creating a sturdy network or is it a software problem that will be fixed and when?0 -
Hi Tony, you closed my support claim 5 hours ago when I have had zero response from support?????
For info I have added the following as a follow up on my case
This is a follow-up to your previous request #396586 "When watching a movie, using powernode for surroun..."
Today I tried the "please reboot your main network router. Wait 5 minutes, then restart your Players. Wait 5 more minutes then go ahead and play." After waiting 10 mins both my powernode and soundbar+ went to solid blue light but would not show or connect on my network.The soundbar is connected to the router via a cat 5 hub, the powernode is connected via tp link adaptor, so both are wired not wireless.
Router is virgin media.
The only way I could get my powernode and soundbar to re-appear on my network was a full factory reset again!
I regularly like to create a fixed cinema group for powernode as surrounds, I also break the group regularly so I can list to music via powernode as sound quality so much better for music.
After breaking the groups I regularly seem to have to do a full factory reset for them to work again.0 -
Hi James
No - it was combined into the originating request as you had multiple requests submitted - thank you
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yes I have at least 4 issues with bluesound at the moment :0(
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@Tony W.
Can you please answer this.
Does the Soundbar have a hardware problem that is preventing it from creating a sturdy network or is it a software problem that will be fixed and when?
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Watched the latest mission impossible last night, ironic title with the experience of the surround speakers dropping off a cliff twice after 30 min intervals last night.
The sound was very good though when it was stable.
I submitted diagnostics when it happened last night.
On a positive note at least after breaking the fixed group when the movie finished my devices did not disappear from the network this time. Which in the past I had to do a full system reset to get visibility again.
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Still waiting for official answer about faulty hardware preventing a stable network and causing audio dropouts.
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And waiting, the lack of an answer is its own answer.
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I created a support ticket 13 days ago which remains unanswered on this :0(
Altho Tony merged my request which may confuse support.
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17 days and no response from support.
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Hello.
I read this and looks suspiciously like my problem. Every 25 minutes a hiccup in sound when watching movies. Again a soundbar plus with the flex 2i and a sub bass. I too have done 2 reports with the same answers. Seemed fine after that but problem remains. I am now following this closely.0 -
@Edwin Schildkamp
This is my exact setup. Support will just run you around in circles for months until you give up. I don’t believe that there is a wireless solution yet, if they discover one please post it here.
The only solution that I have found is to go buy a router switch and a bunch of Ethernet cables and plug in all the speakers. I did this and it works. It’s a ridiculous solution for a “wireless” system.
One can only guess what happened to this company.1 -
They don't care about a handful of customers having this problem. I've been experiencing this issue for a YEAR now. You'll get the standard mail template that support can replicate the issue and that it will be fixed in a future release. Lol. They don't care.
Do you still have the issues with the sub turned off?
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@Bodi. I will try with the sub turned off. I'll let you know if this goes well or not.
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No difference. Same interval (hiccup) problems.
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Too bad. You'll probably have the
dspout: AF silence injections: restarting pipeline
messages in your Soundbar diagnostics too (http://<ip of soundar>/diag?print=1) too when the hiccups appear.
Did you hear anything from support in the meantime?
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Hello.
I have had Bluesound equipment for ten years or so and back then discovered that WiFi, and extenders are just not good enough to support the synchronisation of the players.
I found the only way to achieve a robust multi room or group of any combination of players is to have them all on Ethernet. I use Ethernet directly from the router and through three switches, one of which is daisy chained.
Recently I have purchased Soundbar+ and 2 x Pulse M’s.
I tried the inbuilt WiFi for these rear speakers (as I couldn’t find anywhere where it says you can use Ethernet for the Dolby Atmos function) but found it ‘flakey’.
Plugged into Ethernet & as always, then excellent.
With this setup, I leave that cinema group together all the time and can connect that as a group to the rest of the players throughout the whole house. [3x pulse mini, 2x pulse flex, powernode 2 & powernode 1.]Please don’t use WiFi Extenders,or, if you do then don’t group players together form the different WiFi ‘sources’
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