Connectivity post-Power Outage

Answered
John Batty

Copy/pasting an email sent to the Support email address last weekend.  No answer yet received so hoping this will trigger a response:

"I have seven units in my house and until recently did not have more than the very occasional connectivity problem – and that is somehow to be expected because I live in a stone-built property (very thick walls in some parts of the house) on three levels.  So the occasional problem could almost be expected.

 

We recently suffered a power outage.  Not just my property but the local area.  Ever since, I have not been able to connect three of the seven units.  One of them will at times show the blue light then flip to red and back and forth.  The others show blue.  None of the units appear in the control app (GUI) on my laptop, and neither do they appear on my Android device when I try to reconnect them (Add Player shows “No Players detected”).

 

Is it possible that the power outage somehow affected the wi-fi connectivity?  I’ve powered down, powered back up, reset the wi-fi router etc. and all without success.  So starting to get desperate!"

 

In passing, the link provided in the auto-response I received doesn't work -  https://support1.bluesound.com/hc/requests/127549

 

Any thoughts/ideas?

 

Thanks,

 

 

 

 

John

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Comments

7 comments

Date Votes
  • Official comment
    Tony W.
    Product Support Manager

    Hi John

    Thanks for your patience. We have your request and someone will reach out today. 

    It's not the power outage but what you are seeing is network related. We will be in touch.

  • Henrskov

    I have the exact same issue. Have recently bougt a powernode 2i and pulse 2i. Aften a power outage i cannot connect to Them, and once in a while they go in upgrade mode (red light)

    what was the solution for John?

    BR

    Henrik

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  • John Batty

    Hi Henrik,

    There was no 'solution' as such.  I had to perform a Factory Reset on all units and this did restore the connectivity and since then all has been fine.  But having lost all my Playlists etc.I wasn't left feeling that the problem had been solved and, disappointingly, the Bluesound Help folk had zero interest in looking into the cause of the problem - so for all I know it could happen again tomorrow.

    Hope this helps, although I fear it won't tell you anything you don't already know.

    Regards,

     

    John

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  • Tony W.
    Product Support Manager

    @John

    Sorry to hear this - not sure why you had to factory reset them all. In future under settings, music library don’t forget the playlist backup utility.

    @Henrik

    I am escalating your issue to our Support Crew. We will be in touch.

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  • Henrskov

    Hi John
    I also made a factory reset, which resolved the issue, but a root cause and permanent fix would be nice, so we can sleep well at night 😀
    BR
    Henrik

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  • John Batty

    Hi Henrik,

    Quite agree!

    @ Tony.W - this should not come as anything new.  See my previous post:

    "I've been very impressed by the support I have received in the past. You can check this, if you wish, by reviewing past support requests I have made and searching avforums.com. I mention this so you know that I am not someone who is easily unsatisfied nor easily dissatisfied. Support is a form of service. Service is in large part about communication. The communication from bluesound in this case was poor. There is little point in proclaiming a 24-hour response time if you are not able to get close to it. And how ridiculous is it that an email follow up to the lack of a response then puts you to the back of the queue and delays the response even more - without the customer even being aware that this is what happens. Using the statement that you are "quite busy" only serves to frustrate the customer further. What does this mean - that the 24-hour response time is only valid when you are not "quite busy"? Or is "quite busy" an extreme condition which, in your opinion, justifies the lack of responsiveness? Fortunately, the problem I needed support for has - for now - resolved itself. As I said in one communication, that doesn't mean it won't happen again and I would really have appreciated some kind of direct, personal support rather than a list of suggested options to explore which - to a non-technical person such as myself - are very difficult to understand. I said I would be grateful for that kind of support, which Wesley had indicated would be available if needed. Instead, my case was closed without my agreement. Sadly, this kind of non-support makes me much less likely to buy your products in future and much more likely to comment negatively on user forums. Regards, John"

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  • Peterjameshowes

    I had the same problem only two days ago. This morning nothing would connect after the power outage. In the end, having consulted this very page, I resolved the issue with the following steps:-

    (1) disconnect the vault from wi fi and power and wait ten minutes or so, then reconnect the power first and then the wi fi connection using the cable to link to the wi fi router.

    (2) disconnect each speaker and leave for ten minutes or so. Reconnect each one in turn. I must say here that you should not disconnect by pulling out the cable where it connects to the speaker but switch off each device at the wall plug.

    (3) using my i~Phone I switched on Bluetooth and connected the Vault to bluetooth; then I connected each of the speakers in turn in the same fashion.

    (4) set music playing and check the speakers are working

    (5) switch off bluetooth on your iPhone and enjoy your music...

    [There is no need to reboot the entire system or to use backups unless you really need to do so.]

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