Multiple devices, not showing in app including windows desktop but show in diagnostics????!

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  • Official comment

    Hi All

    Please select Help, Send Support Request in the App.

    Please include the make and model of your router and any other network equipment you may have. Consult your local networking hardware documentation and ensure they support Multicast and are not blocking IGMP traffic and QoS is disabled. A number of these features are set to support Internet gaming priority and slowing or blocking other traffic.

    We can help...

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    Stelvio

    I have experienced similar but slightly different issues.  Mine was helped by assigning each player to a fixed IP and in the case of wifi players, locking the MAC address to one wifi AP only (in case you have more than one).  I'm pretty sure I have not encountered the random disappearances since then, now I only get a consistent problem only from the android controller and only when using an android9 phone.

    To find your Wifi MAC address go to help>Diagnostics>More (top right corner).  Wait a while for the page to appear.  It contains the log that gets sent to BS if you generate a help request.  The third section is title 'if', under which is "eth0" which is the ethernet MAC & should match the one printed on the player, then "lo" which is "loopback" whatever that is, and then "wlan0" in which you'll find the wifi MAC address and other info.

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    Chris Tyas

    Thanks for your response.

    After around four hours I got everything in the drawer by resetting all devices and assigning them to a dedicated SSID on 2.4GHz only (non LAN bridged).

    I initially had my android phone on the same SSID and all was good.

    I then bridged the SSID so that my LAN router assigned IP addresses, this dropped all the devices on that SSID and then reassigned them with LAN IP addresses. I could then see them all in the app drawer if my phone was on the dedicated 2.4GHz SSID or my 'normal' combined SSID. I could also see all devices in Windows app on a wired machine. All good.

    Kept going back into the app and checking, restarted my phone and all still present, very happy.

    Went to bed, woke this morning and the soundbar has disappeared from the app drawer. Also not showing in doagnostics as another player as it was previously. Soundbar is sat with solid blue light and is directly underneath (2m) the ceiling mounted WAP. Power cycled soundbar and it reconnected and appeared back in the app. FFS. An £800 device that I have to power cycle to get basic functionality. Will monitor over the next couple of days. At least I understand the devices and how they communicate a bit more now.

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    James Pollock

    I have been experiencing very similar problems and very similar disgust that such expensive equipment is so unreliable. I've also been pinging support for the last 2 weeks without any response. Perhaps a more public complaint will encourage Bluesound to respond.

    I use Google WiFi across the house, 3 separate hubs ensuring all my Bluesound players (Pulse Flex, PowerNode with Duo, Node and Pulse) all have either good or high connections.

    Whenever there is a slight power fluctuation, a WiFi outage or someone unplugs anything, the players disappear from the app drawer on my phone, my iPad and the PC app. They are however visible in the Diagnostics page.

    The only way to get them back is to factory reset them. This takes 5 to 10 minutes per player, which means 20 to 40 minutes a week spent making my £2000 of kit work as it should.

    I've already raised this once with support and after getting the "turn it off and on again" level of support, I got a list of actions to perform on my router, none of which were available.

    Bluesound, you commit to helping us get music out of our Bluesound music systems. You aren't helping me now. I've called you multiple times, left my number on your voicemail, you don't call me back.

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    Chris Tyas

    I got them as stable as I could by creating a 2.4GHz only SSID specifically for the players and joining tham all to that.

    They seem much happier than on a shared 2.4/5GHz SSID. Appearance reliability is much improved in the app drawer despite the phone / laptop being connected to a different combined 2.4/5GHz SSID (both SSIDs are bridged to LAN so router handles NAT and the equipment on them are effectively on the same network).

    Appreciate not everyone has this wifi capability though, not dure what functionality the google WAPs have. The Bluesound players just don't like combined frequency SSIDs.

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    James Pollock

    Had this response after 2 weeks waiting from bluesound support:
    I'm sorry to hear you have been experiencing issues with your players losing connection. From what you have described it sounds as though your router may be assigning duplicate IP addresses to your players when coming back from a service outage. What I would suggest in this case is to create DHCP Reservations for your players to see if this helps to resolve the issue.

    The steps on how to create DHCP Reservations are different for every make and model of router so if you are unsure of how to do this I would recommend reaching out to your router's manufacturer for further assistance.

    I hope this helps! If these issues persist, please feel free to get in touch.

    Regards,
    Wesley P.
    BluOS Support Crew Analys

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    Stelvio

    I appreciate it feels like being palmed off, but in fairness, if he has diagnosed that correctly then it is pretty easy to solve.  I just googled "google wifi create DHCP Reservations".  The first hit is this google support page:

    https://support.google.com/wifi/answer/6274660?hl=en-AU

    Looks like an extremely simple process on the Google Wifi product.  Do that for all your players and restart them and see how it goes.  Don't forget to come back and update this thread so that others can have a reference to see whether it is fixed or not.

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  • Thanks for the assist Stelvio - couldn't have said it better myself...

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    James Pollock

    Thank you Stelvio and Tony. I've just spent an hour factory resetting all my players and reserving their IP addresses. You're right, is a very simple process on Google WiFi.

    I then rebooted one of the players. It dropped from the drawer and has not reappeared. It is still visible in diagnostics. It has a steady blue light that occasionally flashes green.

    Reserving the IP addresses has made no difference.

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  • Hi James

     

    Let Wes know by replying to your request and he will provide next steps... You are in great hands with our Level 1 Lead..

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    James Pollock

    OK, so it's now 2 weeks since Bluesound support spent an hour on the phone getting this fixed, so I think it's fair to say they fixed the problem. 

    Wes called me exactly as agreed, shared into my system and went deep into the setups of my 4 Bluesound units. He found that one of them, my Powernode, had probably been set up as a demonstrator before it was sold to me. It had been loaded up with every conceivable music service, including a couple of Korean services that are not available outside Korea and in fact no longer available at all. 

    Because of the clever replication that takes place between the units, no matter how often I reset the systems, these dodgy settings were being retained.

    Wes and I then went through the process of factory resetting and then shutting down each device, thereby preventing replication of settings across the units. A clean slate. It took time but it was worth it.

    Since then, touch wood, the system has been rock solid, all units appearing in my device tray every time I open the app, on any device, exactly as designed.

    Wes, hats off to you man, you were super professional and very patient. Faith restored!

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    Tony W. - Product Support Manager

    Awesome - Glad to hear he did a great job. He's also a pretty good drummer...

    ..and BTW you just told Wes' boss that too so you don't have to fill out the survey.

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