Connectivity post-Power Outage

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6 comments

  • Official comment
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    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.

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    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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  • Avatar
    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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  • @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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