Node 2, Firmware Update Blue Circle of Death, No Support Response
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I think I submitted a request for support on Saturday after close to a full day of trying to bring my Node 2 back onto my wireless network. Until I took the Bluesound Mac app's suggestion that there was a firmware update and tried to install it, the device had been working fine for a number of months. But several days later and at least one full business day, I have not heard anything from tech support other than the automated reply after my initial request.
The problem is this: after the firmware install, the node 2 disappeared from my wireless network. I've been through the reset process so many times my index finger is getting bent out of shape. After so mamy retries and so many can't complete the process and the big blue X in a circle, the device would no longer go to blinking red at all but just went into a blue light suggesting it was connected to the network (it wasn't).
I thought maybe installing the firmware using a USB stick after downloading the software from this site would do the trick. To date, I have submitted 3 separate requests for the firmware, got the automated message that I would receive an email link with the updated firmware for downloading "shortly". I have never received an email link to download the firmware. Tried different email addresses, checked my spam filters.....nothing. So installing firmware via a USB stick was out.
So tonight I finally bit the bullet and moved the Node 2 close to my router (not easy because of the unplugging in a heavy stereo cabinet) and directly connected it to the router with an ethernet cable. This at least got me past what had become a persistent red light into a blue light. I could "see" the device in my Bluesound app. I disconnected it from the router to try the wireless setup again.
No luck - did get to the blinking green light and in the Bluesound app it sees the device to connect to it as a wireless network but after giving it the name of the wireless network and the password, I get the Blue circle of death. Spins and spins and then tells me to retry setup...
Not a happy camper..... and I have learned my lesson about firmware updates when everything is working OK.
Anyone on that end who can help me get this Node 2 back onto my wireless network even if it means rolling back the firmware update?
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Official comment
Hi James
We do apologise for the delay - you will be hearing from us shortly - that being said, unplug the player for 5 seconds and then plug it back in. This should resolve any network connectivity issues you are seeing.
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Thanks but done that many times. Doesn't do anything.
I hope you guys can get back to me soon - this is driving me nuts.1 -
Hi James, I have a very similar problem and, like you, I think I'm going nuts. What's worse is in my case the player is literally new out of the box, and started upgrading automatically upon first setup, then it got stuck and now I get the spinning blue circle of death.
Did you ever hear back from support and manage to solve the issue?
I did receive the the latest firmware via email, but the player doesn't seem to load it as I still need to trigger the reset mode to do so, however the procedure (unplugging for 10" + re-plugging + pressing the play/pause button until it goes green) won't work.
I believe my player is stuck as the light goes straight to red without even flashing blue. So frustrating!
Thank you
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Hi Paolo
I have escalated your issue. We will be in touch.
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Hey Paolo,
Sorry to hear you're going through the same issue - it's a time killer to get it figured out. I did hear back from support and they scheduled a call but before we talked, I figured it out from combing through prior messages. One thing BlueSound always emphasizes is Router settings and, for some reason, I had to reset my router after all the new installs. I probably unplugged it and did a complete restart and that might have put it back to factory settings, particularly something called IGMP Snooping.
Check out this post. If you have an ASUS router, I recommend going in as admin and changing the settings per the instructions in this post below. Once I made those changes, everything started working again and has worked since, including several additional firmware updates. My guess is that even if you don't have an ASUS router, the router settings could be the issue.
Good luck!
https://www.snbforums.com/threads/rc-ac68u-media-bridge-mode-bonjour-zeroconf-multicast-filtering.21689/page-2#post-1903441 -
[Thanks Tony W. - looking forward to hearing back from the team, although since it's new it looks like the retailer is going to arrange a swap-over]
Hi James Swartz,
Thanks for getting back to me and sharing all these details. I will have a look at my router settings just to double check and rule that out.
I believe my case, while similar to yours in the results, might be slightly different as my solid red light behaviour looks slightly different from your, from what I have read.
Luckily the customer support from which I have purchased the unit have been super responsive and offered a swap-over, so it looks like that will be my first go to solution.
I will let you know how it goes, in case anyone else comes across a similar issue and reads this thread.
Cheers,
Paolo
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I've been trying to get support for connectivity issues and have received none. The tutorial are all completely out of date and useless. This is the worst product support I have ever experienced.
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HI Greg
If you are having issues with your setup - please check out www.bluesound.com/setup for detailed setup options. In the meantime, I see you have opened a Support Request. Our Support Crew will be in touch.
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