NAD c658 has been hanging since player BluOS 3.6.3 upgrade

Comments

53 comments

  • Official comment

    HI Brad (and Paul too)

    I have escalated (both of) your issue to our Support Crew. They will be in touch.

  • Paul Jo

    Having same issue with my system. How can we reinstall the older version of bluos? I couldn't find it on the website.

    0
  • Brad Novak

    I have not been able to resolve nor rollback.  I have tried half a dozen time to raise a support ticket and upload logs, but I never get a response nor a confirmation.  The support for this product is non existent.  Could not find any evidence on the web that NAD are aware of this problem, which is why I posted this thread, to see if others are having issues with the c658 and 3.6.3 upgrade.

    0
  • Paul Jo

    I tried again to reset the nad c658 choosing both the bluos and mcu reset and seem to have fixed the issue. No more hanging. Only thing now I have to turn the unit on each time before it is seen by the bluos app on my android.

    0
  • Brad Novak

    I found the same reset worked, but the problem came back. I think auto suspension and network wake might be part of the bug, so manually turning on and off might be the work around.

    0
  • Brad Novak

    Paul 3.6.6 has just been made available.  I am upgrading and will try it.  Given the number of versions released so quickly, I suspect someone was aware of the issue and is rushing out fixes.  At least that's my hope.

    0
  • Paul Jo

    Hi Brad!
    Did the update to 3.6.6 last night. Then a full reset..system still hangs or lags..I wish they did not release these buggy update.. bluos should at least allow us to revert to a working version of the software. I am an unhappy user using only bluetooth to connect my my system..

    0
  • Brad Novak

    Paul, you should probably upload your logs to the problem ticket, since you have had the issue still with the current version 3.6.6.

    Tony W, We have heard nothing to from the support team.  Support for NAD/BluOS has been non existant.

    0
  • Brad Novak

    Tony W,

    Someone named "Kyle F. - BluOS Support Specialist Id #155394" closed the ticket you opened without any comments, any questions and any resolution.

    The support from NAD/BluOS has been horrible.  This is an expensive product and that is not acceptable.

     

    0
  • Wesley P.

    Hello Brad,

    I can see that you still have an open request with Kyle numbered "154854". There may have been some confusion with the ticket number as you had multiple requests with us open at once. However, please continue to work with Kyle and we will do what we can to resolve this for you as soon as possible.

    Regards,
    Wesley P.

    0
  • Paul Jo

    Dear Wesley!
    Finally had a chance to re-install 3.6.6 do a full reset and setup the unit. Doing this using my ipad kept on failing then after a few failed tries then tried my with my android phone and it worked.
    My system is back running fine for a couple of hours. Thanks for your follow up.

    1
  • Brad Novak

    I have yet to have the issue on 3.6.6

    1
  • Brad Novak

    Paul, Tony, Welsye, Kyle,

    I have had the issue on 3.6.6.  Still not fixed.

    I would like to complain how utterly and completely appalling support has been.  I have entered many tickets and uploaded logs and not a single ticket has been responded to.  Even the ticket entered by Tony was closed without comment or addressing the issue.

    How can a $1500 product not receive any form of support?  Especially when its clearly a software problem introduced by the vendor!!!!!!!!!!!!!

    0
  • Tony W. - Product Support Manager

    Hi Brad

    Were you able to provide a network description as Kyle asked? I see your ticket is in SOLVED status. According to the audit log, it is because it was not updated for > 4 days since Kyle requested the information. In case this message ended up in your Junk folder, I will resend it to you.

    Let Kyle know and he will be happy to assist.

    0
  • Brad Novak

    I have no idea what request from Kyle you are referring to.  All my tickets are incorrectly marked as solved.  Kyle has not commented on any of my tickets nor has he said a word in this thread.  All I can see is that Kyle marked my tickets as solved without doing a single bit to resolve them.  

    If Kyle or anyone from NAD has a question, they actually need to ask me.

    I would also point out that I have described the network in this thread and upload diagnostic logs into the tickets.  I would imaging anyone looking at the diagnostic logs knows quite a bit about my network.

    0
  • Brad Novak

    I have received no emails in my junk folders from Kyle. 

    If anyone else is having trouble with the NAD c658 hanging on BluOs 3.6.3 or 3.6.6, please comment on this thread, so we can understand how wide spread the issue is.

    0
  • Paul Jo

    Hi Brad!
    I understand your frustration. Running 3.6.6 is better but not trouble free. Had to reset my nad again for the 3rd time. This morning I see it is running with no issues (Yet!)
    I noticed that connecting to the 2.4ghz wifi is more stable than the 5ghz channel. Hope this is helpful. Best of luck.

    0
  • Brad Novak

    Paul, Has anyone from NAD support contacted you and attempted to diagnose?

    I find it appalling that 13 days later, not a single support person has lifted a finger.

    Regarding networking.  I don't us WIFI or Bluetooth on the unit.  It has only a wired Ethernet connection.  So its not a network channel issue.

     

    0
  • Gijs Kummeling

    Same problem here, but then on WiFi!

    I use Qobuz with BluOs and this problem exists for months already. C658 keeps disappearing of the radar for no reason. Playing pauses every few seconds, then shortly restarts again. Or 658 disappears completely again. Didn't manage to find a structural solution to this... Please release an update on BluOs or tell me how to fix this.

    Already did a complete factory reset today which has helped for an hour but then the issue occurs again. Very frustrating.

    0
  • Ola Andersson

    I Have the same problem still. This post is 8 month old and i am on version 3.8.13, (ethernet). How dose it work for you guys that had this problem for more then a half yer? Have you found any solution?

    I love the streamer when it works, but it stop working often in my opinion.

    I am willing to help support diagnose the problem if no one other is.

    Thanks

    // Ola

     

    0
  • Hi Ola

    When was the last time you rebooted your router? Please reboot your router, wait 5 minutes than reboot any other network extenders you have, wait 5 minutes then reboot the C658.

    If problems persist, please contact support@bluos.net and our Support Crew will be happy to help troubleshoot your network. 

    0
  • Brad Novak

    I have started using Roon as the source and it does not happen anymore.  I think it is a bug in NAD's Tidal and/or MQA, that does not get triggered when using it as a Roon Endpoint.

    0
  • Ola Andersson

    Hi Tony.

    Thanks for the advice. I will try to reboot all devises connecting to streamer as you say.

    I don't think that this is the problem. 

    I work in IT-security and monitor all my IoT-devises on L3-7. And there is no strange behavior regarding packet lost or following protocol standards and so on.

    If there may be a problem, and monitoring the network traffic can help, i am deltid to help with traces and packet captures.

    Thanks

    // Ola

     

     

    0
  • Hi Ola

    Let me put it this way then - most ISP router have a hard time storing more than 10 items in the NAT. Consider DHCP reservations for most if not all your IoT devices.

    0
  • Ola Andersson

    I am using Roon, but not exclusivtly. I am still using Bluesound app. I am un score if the problem is only in the Bluesound app (it is in Bluesound app i see the problem, Nad is not avalible). I will check Roon connectivity next time it happens.

    Thanks for the input Brad.

     

    0
  • Ola Andersson

    Hi Tony,

    Good to know that there is some one that understand more than the just specs. I agree with you, but not in my case.

    I am not using the ISP router, and i am monitoring the usage of external ports used for the SNAT going out to the internet. My firewall can use all 64k ports, but I am not near that at max usage.

    0
  • Dan Jackson

    Same issue still exists.  I have to reset bluos on the player everyday.  The support people act like they've never heard of this issue. Hilarious for a 1500 player. Waited too long to return it hoping it would be resolved. Version 3.12.6

    0
  • Brad Novak

    I highly recommend Roon. The issue has not happened since I switched to using it as a Roon endpoint. Roon also minimizes player config so even if you have to reset,you don't lose much.

    0
  • Wayne Ford

    I've had exactly that same problem as the rest of you guys above.
    I have tried running it just in 2.4 GHz and the exclusively on 5 GHz.
    I have tried static Ups.
    Changing the channel numbers.
    The C658 is wired so I struggle to see how it keeps vanishing?
    I've just factory reset the NAD and reinstalled the app.
    The Dirac Live will need to be done again now.
    The only workaround I have found up to get is it you leave it playing a radio station.
    Inactivity makes it loose the app.
    I really am watching this thread with interest.

    -1
  • Tony W. - Product Support Manager

    Hi Wayne

    Please review www.bluesound.com/network101 to help troubleshoot your network - this is the cause of your issues. If that does not help, please select Help, Send Support Request in the app or e-mail us at support@bluesound.com

     

    0

Please sign in to leave a comment.