Need too unplug Pulse Flex 2 everytime for 5 seconds till last update

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  • Official comment
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    Tony W. - Product Support Manager

    Hi C Kohen-d

    The issue you are seeing is not firmware related - it has to do with the network device table of your router.

    • Please power down your players and any other network-attached devices. (Laptops, tablets and smartphones you can simply put in Airplane Mode).
    • Unplug your router for 30 seconds then plug it back in
    • Wait 5 minutes
    • Start powering up all your Players and network devices.
    • Reconnect your tablets and laptops
    • Relaunch the app

    This will reset your network router's cached addresses. Setting a DHCP reservation for devices will help.

    Home network best practices with all IoT devices (not just us) suggest you should probably do this periodically. If you have more than 10-15 devices on your network (Bluesound Players, Tablets, Smart TVs, Thermostats... it adds up). Not as often as emptying the lint trap in your dryer but more often than changing the batteries in your smoke detectors. If you have done this and problems persist, please drop us a note at support@bluesound.com and we can help troubleshoot further. 

     

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  • Avatar
    Hifisti
    I have the same problem with the Pulse Flex 2.With the new firmware 3.6.6
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    Tonny Kaan

    The same problem here with the Pulse Mini 2i with the new firmware 3.6.6

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    David R Willis

    I have done the above to no avail. I will try again and again......till my hands bleed. This is silly.

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    Wolfgang Ettlmayr

    I have the same problem, and I am sure it has nothing to do with the network. I have setup a fixed IP for the player and it still happens. I've downgraded to 3.6.3 and everything is working as expected again. It is clearly firmware related.

    I suppose that either the Pulse Flex 2i crashes on power down or it simply does not monitor the keys anymore when switched off.

    With the old firmwares (< 3.6.6) it can be switched on with any key pressed. But with the new firmware I have to unplug power cord and remove the battery-pack, which is quite annoying, to get it started upon reconnect.

    This issue can be 100% reproduced with the new firmware everytime you shut down the device pressing the play button for 5(?) seconds.

    Pls. take down the faulty firmware version and fix asap! The app does not allow to skip a firmware update, it only allows for a 24h delay.

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    denony

    Hello,

    I think it is the same issue than the wake up from "Vacation mode" failure that comes with firmware 3.6.6 and described in topic : BluOS 3.6.6: Deep Standby Crashes all BluOS Players (https://support1.bluesound.com/hc/en-us/community/posts/360037251414-BluOS-3-6-6-Deep-Standby-Crashes-all-BluOS-Players)

    I tried to send the log files to Support team according to Tony's instructions. But, unlike what Tony and Support team  wishes, the log cannot prints the crash because the log file does not survive the reboot of my Node 2 (3.6.6). It traces the current player session only. 

    Could you please try on your player, to help Bluesound team to fix the issue ? You may be more lucky that me.

    Meanwhile, I (reverted to 3.6.3, and "Vacation Mode" works perfectly again.... But I am spammed to upgrade to the buggy 3.6.6 firmware :-(

    Regards

    Denony 

     

     

      

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  • Avatar
    Tony W. - Product Support Manager

    Hello Denony

    No these are not related - the issue the original poster describes is something we, unfortunately, see way too often and is very common with lower grade Internet Service Provided routers that are designed for a few (not more than 5-10) devices on your network. In today's IoT connected world very few of us have only 5-10 devices on their network.

    It is something our QA team is always trying to push the envelope on to make a better experience for all.

     

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    Wolfgang Ettlmayr

    Hello Denony,

    thanks for pointing to the other topic! I am sorry I cannot provide the logs, because I have already reverted to the previous firmware version. I doubt that it will behave differently on my PulseFlex 2i.

    Anyway, Bluesound has alll the information to reproduce the issue. This should enable them to fix it soon.

    Regards,
    Wolfgang

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    Wolfgang Ettlmayr

    Tony,

    I am wondering why are you so sure this is not the same issue? Power on comes way before connecting to the network. We are talking about units that behave like dead before the power cycle! How can this be related to a router at all?

    Wolfgang

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  • Avatar
    Tony W. - Product Support Manager

    Hi Wolfgang - it's not the firmware and we don't have all the information as I suggested as it is networking related.

    Help, Send Support Request so we can help troubleshoot.

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    Wolfgang Ettlmayr

    Hi Tony,

    I am sure you can reproduce this issue without connecting to a network at all. Why don't you try?

    Wolfgang

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    C Kohnen-d

    Hi Tony

    I did everything as described. unfortunately no change. The fact is, after the update to firmware 3.6.6, the problem is there for the first time. Before that, everything ran without problems. My network is running stable and has no problems. The fact that many other users have the same problem after update to 3.6.6, the firmware should perhaps be checked again. Thank you very much

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    Tony W. - Product Support Manager

    If you have done this and problems persist, please drop us a note at support@bluesound.com and we can help troubleshoot further. 

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    Dan Sloss

    I'm having exactly the same problem that the original poster wrote since updating firmware on a PlusFlex. If you shut the player down by holding down the play/pause button, it will not restart unless you remove the power cord AND the battery.

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    denony

    Hi Tony,

    I am not convinced that the problem described here is not related to the one described BluOS 3.6.6: Deep Standby Crashes all BluOS Players (https://support1.bluesound.com/hc/en-us/community/posts/360037251414-BluOS-3-6-6-Deep-Standby-Crashes-all-BluOS-Players)

    Dan has just printed the same symptoms.

    Regards

    Denony

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  • Avatar
    Tony W. - Product Support Manager

    Since the recent release of BluOS firmware 3.6.6 we have received multiple reports from users experiencing issues with restoring their players from VACATION MODE standby. We have tested this here in our labs and have been able to replicate the issue. Our Quality Assurance team is currently investigating this further and working to provide a fix in a future firmware update.

    The issue the original poster is seeing has to do with network traffic on the router and the routing table being corrupted over time - please follow the instructions as I posted and if problems persist contact support.

    The original question posted is not related to the new firmware and is a common issue with all IoT appliances as most ISP-provided routers are not designed to have more than 10 devices attached to your network.

    Our Support Crew has a number of tips and tricks they can use to tailor to individual networks.

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    Wolfgang Ettlmayr

    Hi Tony,

    I do not understand why you insist on this network issue. To me the first post describes exactly the outcome of the problem with the VACATION MODE. Everybody with some technical background will agree on this.

    But I am glad that you finally could reproduce the issue in your labs!

    It would be nice if you could take down the faulty firmware from your servers.

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    Wolfgang Ettlmayr

    Is there a solution yet? I still see the faulty firmware as the latest one on your servers. And every day the app asks me to update.

    This is way the worst support I've ever seen! Can you please get moving and act like a reasonable company? The least thing you could do is remove version 3.6.6 from your servers now that you know since more than a week that it has a problem.

    When can we expect a working firmware again?

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    Tony W. - Product Support Manager

    I have been updated from our Engineering and Quality Assurance teams that we have in fact discovered that with the recent 3.6.6 update, that when the Player is in Vacation Mode, the IR sensor is picking up 'noise' which can be triggered by stray IR Commands (using a TV remote for something else) or even flickering fluorescent lights. This is creating a loop condition preventing the Player from restarting. We are testing possible solutions with hopes to issue a software update in the coming few days once the update passes standard QA Testing.

    Thank you for your patience. In the meantime, just a reminder, with the (default) Amplifier Stand by disabled in the PULSE line up and POWERNODE (the NODE and VAULT do not require this switch as they are passive), if the Player is idle for 15 minutes, it will enter idle standby consuming less than 3W meeting EU requirements for a network-aware appliance, the most eco-friendly requirements worldwide. If you truly are concerned about ghost draws on your line, Bluesound Players will draw 0.5W in VACATION MODE. This is done to slow down rather than turn off the power supply extending its life over time and is industry standard. If you are however concerned about ghost draws, look at killing the power regularly by pulling the plug or adding a power bar with a switch.

    We also are looking at future options to let consumers easily be notified that the player is, in fact, 3W standby such as changing the LED in a near-future release. We hope this will add user confidence that your Bluesound Players are as eco-friendly as possible.

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    Wolfgang Ettlmayr

    As I use the Pulse Flex 2i with the battery pack the Vacation Mode is essential. I do not want to remove the battery pack everytime I want to turn it back on to normal operation. I don't want the battery to be empty the next time I use it either.

    So I hope you unterstand I am quite angry about the way Bluesound deals with this issue already. Why is the faulty firmware still online? How many more customers you want to fool with it? Seeking for the problem at the customer side until it cannot be denied anymore that the firmware is the root cause. Not beeing open to logical, technical arguments. There was a lot going wrong in this case!

    Had I known the support quality of Bluesound beforehand I never would have bought any of your devices.

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