Software Upgrade - not completed

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  • Official comment

    Hi Roy - If you select 'Delay 24 Hours' you can jump to the upgrade at any time by selecting Help, Check for Upgrade.

    The Error 1 indicates that your player could not establish connection with the Upgrade Server usually due to a network problem. If it occurs again, please visit the NAD M32 product page and on the Downloads tab, download BluOS 3.4.20 to a USB Stick and upgrade that way as per instructions there.

     

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  • Avatar
    Roy Harvey

    On the second try today I am again at Stage 1 Error 1.

    This seems odd as it has been streaming TIDAL without any issues.

    Do I have to wait for the error message to go away?  Is there a safe way to interrupt whatever it is doing now?  Since what it is doing appears to be nothing?

     

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  • You may safely interrupt. Try the USB stick and if that doesn't work, reboot and select Help, Send Support Request so we may also see the log file.

     

    Thanks Roy

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    Roy Harvey

    You will be happy to know that I found the problem.  I found the log - interesting reading! - and it said:

    Couldn't resolve host 'upgrade.nadelectronics.com'

    Guess what?  When I put upgrade.nadelectronics.com in my browser I get back

    404 - Not Found

    I have no problem reaching nadelectronics.com.  It is a DNS problem.  

    So now you know what you need to get fixed.

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  • Hi Roy

    Thanks for the momentary heart failure. I have immediately reported your issue to QA and Engineering. We just ran some tests on our end and the issue is not at our end as we have successfully run tens of thousands of updates with that same path. The path you are looking at is in fact a little deeper and includes subs. 

    Please check your DNS on your router. You may want to try changing it to 8.8.8.8/8.8.4.4 to Google's Universal DNS. That or the USB work around I suggested.

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    Roy Harvey

    Sorry about your heart.

    FYI, my DNS is the one that Comcast assigns. 

    Here is what I got back from nslookup:

    C:\Users\Roy>nslookup upgrade.nadelectronics.com
    Server: cdns01.comcast.net
    Address: 2001:558:feed::1

    Non-authoritative answer:
    Name: upgrade.nadelectronics.com
    Address: 162.210.49.86

    When I ping 162.210.49.86 it comes back fine.  When I put it in my browser I get a 404 - Not Found.

    Can you tell me if 162.210.49.86 is yours?  Or was?  DNS changes can sometimes be slow to propagate.

    Thanks!

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    Roy Harvey

    Truth being stranger than fiction, using the PC (WIN 10) app I just did Help / Update Check - Player, to which I got the response "No update available."  (I was also told the controller is up to date.)  Then Help / About brought the news BluOS: 3.4.20.

    I guess the last try - around the time I posted my most recent message - worked.

    Thanks for all your help, and time!

    Just one question left.  Somehow I managed to bring up the Log earlier.  And of course when I wanted to view it again, I can't figure out how I found it.  It would be nice to see what a successful update looks like in the log.

     

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    Vincent van der Leun

    One way to get to the logs is the following procedure:

    • Find the IP address that is assigned to your player
    • Enter the IP address in a desktop browser (I always prefix it with "http://")
    • In the web interface, choose "Diagnostics". On the upper right side, there should be a button "More". Click it

    The text output includes a reasonable amount of the last lines of the log.

    I'm not sure how to get the full log at this time.

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  • Hi Vincent, Help, Diagnostics, More in the App is much easier....

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    Roy Harvey

    Thanks, Vincent and Tony.  Yes, the easy way is certainly through Help!

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