NAD CI 580 'hangs' -> last audio fragment is looped continuously

Answered
Joris Landuyt

Dear,


We're a NAD / Bluesound reseller/integrator.
On 3 seperate sites we experience a problem every now and then. Last fragment of audio is looped continuously. Only way to resolve is to cut power tot the CI 580s en start them again.

On each of the 3 problem-sites, audio is 'instreamed'  through the Line IN of the CI 580. ( The source is an online streaming service called Tunify on a seperate PC. Tunify is a specific streaming service for shops/malls/... )

Each site has multiple CI580, the site where the problem occurred most frequently is a site with 3 CI 580.
How can we proceed in order to diagnose this issue as quickly as possible ?

Thank you,
Best regards,

Joris Landuyt

Twelve BVBA

1

Comments

13 comments

Date Votes
  • Official comment
    Tony W.
    Product Support Manager
    • Edited

    Hi Joris

    I am escalating you right away as we may want some more details. I am also flagging you as a dealer for priority service.

  • Pieter

    Hi Tony,

    Do you have a follow up on this issue? I'm experiencing exactly the same problem, roughly once a month. The CI 580 locks up, loops the last fragment of audio, and doesn't respond to ping requests. The only way to resolve this is to reset the device. I'm on BluOS 3.10.3.

    Thank you,

    Pieter

    0
  • Sam R.

    Hello Pieter, 

    I have escalated your case. A member of the support crew will be in touch. 

    Regards,
    Sam R.

    0
  • Magnus Nilsson

    Hi,

    I have the same problem from time to time. Is there a fix for this?

    Regards,

    Magnus Nilsson

    0
  • Sam R.

    Hello Magnus, 

    The next time you see this issue occur, please send our support crew a diagnostics log via the BluOS app under Help > Send Support Request (log will be automatically attached) so that they may assist you further.

    Regards,
    Sam R.

    0
  • Corey Meyer

    I am having the exact same problem.  Did anyone ever find a solution for this?  My ci580 has become unusable with this issue.

    0
  • Pieter

    Corey Meyer How often does it happen for you?

    I'm on BluOS 3.14.5 (latest) and it's been a few weeks since this issue happened for me last.

    The support requests don't include information about the crash, since you can only send it after the unit has started up again. What I would like is to attach to the unit's serial port to monitor logs as the crash happens. That should give more information.

    0
  • Tony W.
    Product Support Manager

    HI Pieter

    You wouldn't get that information from a serial port but Wireshark would give that via network packet information.

    0
  • Pieter

    Hey Tony, what kind of packets should I be looking for? E.g. syslog over UDP for example?

    0
  • Onyx Audio
    • Edited

    I know it's an old thread, but did anyone found a solution for this? I have the exact same issue with a NAD CI580 V2 and with a Monitor Audio IMS-4 (which is the same exact device), they are installed on 2 different job sites. 

     

    WE NEED A SOLUTION!

     

    I'm a Bluesound autorized dealer. 

    0
  • Tony W.
    Product Support Manager

    Hi Onyx - Please select Help, Send Support Request in the BluOS App so we can help troubleshoot 1:1 and review your system event log.

    0
  • Onyx Audio
    • Edited

    Hi Tony, thank you for your quick reply.

     

    I would like to, but when the problem occur, the app is not responding anymore. The only thing we can do is reboot the units to bring them back online.

    If I send the log when everything is running normally, will it be relevant?

    0
  • Sam R.

    In that case, please send an email to support@bluesound.com and they will provide additional instruction on how to enable a log that persists after a reboot so they can then gather one after the issue occurs and still have data on it

    0

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