Tidal streaming buffering via Bluesound app

Answered
Jeremy
  • Edited

I'm posting this here as I have sent support requests (#154911 and #155059) via the bluesound app with the logs included, but have not received any response, other than the standard acknowledgement emails, promising a response within 1 business day...

I have a Bluesound Pulse 2 (not i) and a Bluesound Powernode 2 (not i) running off a very stable 40mbps fibre internet connection.  I've used these for the last few years with no trouble at all, regularly streaming Tidal Hi Res music, etc. 

Following the latest system update (the timing could also be coincidental - I cannot be sure) - anyway, recently, my Tidal streaming has stopped functioning.  The first three or so songs would stream fine - but after a few minutes, songs would buffer continuously, playing for 2 or 3 seconds, stopping for a second or two, playing again... and so on.  If I clear the queue, exit the app, leave it for a few minutes, and then return, the same cycle repeats.

This is not network speed related, as a) it has always worked before and b) I am able, in the exact same position, to stream the same Hi Res music from my Tidal app on my iphone with no difficulty.  The router sits right next to the two pieces of equipment, and the problem persists irrespective of using wifi or ethernet to connect to the router.  

This is driving me nuts and have rendered my Bluesound equipment completely useless, as I use Tidal almost exclusively. 

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Comments

2 comments

Date Votes
  • Official comment
    Tony W.
    Product Support Manager

    Hi Jeremy

    Thanks for your patience. We are seeing a higher than normal amount of requests. Please log out of TIDAL in Music Services, then restart your Players by selecting Help, Diagnostics Reboot.

    Log back into TIDAL once the players are in ready mode to reset your account credentials with TIDAL.

    We are not seeing a large amount of requests about this so the timing is coincidental. I suspect your TIDAL account Certificate expired and needs resetting - the above action will reset it.

    If it does, please reply to request #154911 to let us know we can move the request to SOLVED. IF it does not, please select Help Send Support Request again to send an updated log. In that subject line, please reference #154911 so we can associate the log files.

    I am merging #155059 into #154911 so there is only a single request.

     

  • Jeremy

    Hi Tony

    I have done all you suggested. No fix - if anything, the problem started immediately (probably coincidence). I’ve logged another request as you’ve asked, and sent the log file.

    Just to throw more info into the mix - I have a Node 2 too, a bit further away, connected via wifi. Immediately after the problem surfaced now I played the same Tidal music via the Node - with absolutely no problems at all.

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