BluOS 3.6.6: Deep Standby Crashes all BluOS Players

Answered

Comments

24 comments

  • Official comment
    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.

    Just a reminder that Bluesound Players do not have an ON/OFF switch and are designed to be always on and always ready and meet EU standards as an IoT network appliance of less than 3W when idle after 15 minutes. Constantly placing a Player in Vacation Mode can artificially age your power supply as it is designed to be 'always on'.

    For the time being, what I can suggest as a temporary workaround while we continue to work to resolve this is to disconnect the power from your player and reconnect it to bring your player out of Vacation Mode. When you have completed listening, simply leave the Player as is.

    Comment actions Permalink
  • Avatar
    Robert

    I’m having exactly the same problem with my Pulse Flex since the BluOS 3.6.6 upgrade. It is not possible to wake up the speaker, only after disconnecting power for a while. First thought it was a problem with the socket, but same happens using a different one.

    1
    Comment actions Permalink
  • Avatar
    Tony W. - Product Support Manager

    Hi Manfred (and Robert)

    We have had a small handful of reports on this but having a hard time replicating it.

    We will need your log file - BUT your logfile will not survive the reboot... so...

    • Help, Diagnostics in the App and locate the IP Address of your Player
    • In a web browser enter address http://IPADDRESS-OF-PLAYER/enable?logging=yes with the IP Address you located as the server name
    • You should get a prompt saying Logging Enabled - Please reboot - no need to reboot
    • This will, for the next 72 hours, preserve the log during a reboot or ab-end
    • Wait a couple of minutes and put the player in VACATION MODE (press and hold for 5 seconds)
    • If/When it doesn't power up after that, please pull the plug for 5 seconds then power up again
    • THEN you can select Help, Send Support Request so we may automatically receive the log file our QA Tema will ask us for

    Thanks for your patience and for sending us your logs in advance so we can find the root cause of this

    0
    Comment actions Permalink
  • Avatar
    RonDoes

    I have to report the same problem for my NAD M10.

    After the update the device doesn't wake up via the regular button. Have to disconnect it from power, then it starts up and functions normal...

    1
    Comment actions Permalink
  • Avatar
    denony

    Hello,

    Oh no ! 

    I have the same issue with my Node 2, since 3.6.6 update ! :-(

    When I wake up the Node 2, the LED goes Red, then stuck in green.

    Hey guys, are you testing your firmware upgrades with non-regression tests ? 

    0
    Comment actions Permalink
  • Avatar
    denony

    Hello Tony,

    I have just tried to send to your support team the diagnotics.txt file generated by my Node 2 during "wake up" after vacation mode.

    But, the "Enable Logging" method you printed above , does not work (even if I reboot the Node 2 when prompted by the Node 2 web page, after entering the enable logging URL).  

    Actually,  diagnotics.txt  does not survive the reboot of my Node 2 (3.6.6) : It logs the current session, only.

    I have tried 3 times. 

    Laurent

     

     

     

     

    0
    Comment actions Permalink
  • Avatar
    Tony W. - Product Support Manager

    Thanks Laurent

    I found the request and am escalating it to our Level 2 support for QA testing - thanks for assisting and we will be in touch.

    0
    Comment actions Permalink
  • Avatar
    Basile

    Hi to all,

    Same issue here with my two Flex 2i since 3.6.6 firmware.

    Where can I find the previous 3.6.3 firmware for temporary downgrade until a fix is found ?

    Thanks.

    0
    Comment actions Permalink
  • Avatar
    Dan Sloss

    "Constantly placing a Player in Vacation Mode can artificially age your power supply as it is designed to be 'always on'."

    Seriously? Hilarious. I'm off-grid solar and have used the "vacation mode" for years to reduce the ghost loads in the house.

    0
    Comment actions Permalink
  • Avatar
    Tony W. - Product Support Manager

    Hi Dan

    In your case, I would unplug them altogether if that is your concern. In Vacation Mode they will still draw 0.5W - even less than the 3W but still a ghost load.

    0
    Comment actions Permalink
  • Avatar
    Clive Walsh

    Hi

    Can you please explain this paragraph in your official comment "Just a reminder that Bluesound Players do not have an ON/OFF switch and are designed to be always on and always ready and meet EU standards as an IoT network appliance of less than 3W when idle after 15 minutes. Constantly placing a Player in Vacation Mode can artificially age your power supply as it is designed to be 'always on'.

    I have a NAD M50.2 that has the same problem but only when using the Trigger lead which you have answered in my support request #156557. Are you saying that I should leave the NAD M50.2 player permanently in the ON state and not bother with Standby/Vacation state. If so there is no point in having the Trigger In input.

    From the NAD specification literature " +12V TRIGGER IN With this input triggered by a 12V DC supply, the M50.2 can be switched ON remotely from Standby Mode by compatible devices such as amplifiers, preamplifiers, receivers, etc. If the 12V DC supply is cut off, the M50.2 will return to standby mode. "

    0
    Comment actions Permalink
  • Avatar
    Brad Novak

    I have been having issues with an NAD c658 since BluOS 3.6.3. Sometimes when coming out of sleep, they player becomes unresponsive to any form of controller and starts outputting static to the Amp.  I believe the wake on lan may be part of the issue.  A full reset of both MCU and BluOS gets it running again, but it happens again soon after.

    I have raised a dozen tickets about an NAD c658 hanging and they have not responded to a single one.  Don't bother entering a support ticket, because some guy named Kyle will just mark it resolved, even though they never even try to resolve it.

     

    0
    Comment actions Permalink
  • Avatar
    Tony W. - Product Support Manager

    Thank you for your feedback. We have reached out to you on multiple occasions asking for repeated deatils of your network.

    We have done so via e-mail for your privacy. Please check your junk folder.

    That being said we did locate a phone number in one of your requests and have had our team leave you voice mail messages as we failed to reach you.

    I do apologise for the inconvenience and do hope we reach you today.

    0
    Comment actions Permalink
  • Avatar
    denony

    Hello Tony,

    Can you please update us on the release date of the firmware that fixes the regression on Vacation mode.

    Please add it on PRIORITY ONE of all bugs fixes

    Thank you

    Denony

     

     

     

     

    1
    Comment actions Permalink
  • Avatar
    Sergio Ramazzotti

    Same issues here with my NAD M50.2.

    A quick fix would be much appreciated.

    Thank you

    0
    Comment actions Permalink
  • Avatar
    Roman

    Same here with my NAD M10. Are there any infos on when this issue will be solved?

    Or may I ask for a download link of the previous firmware (3.6.3).

    Thank you.

    0
    Comment actions Permalink
  • Avatar
    Richard Cunningham

    Also suffering with this on my NAD M10. Frustrating. A reply giving details of when a fix will be issued would be greatly appreciated. Thanks.

    0
    Comment actions Permalink
  • Avatar
    Tony W. - Product Support Manager

    Hi Richard (et al)

    As soon as we have one - in our daily scrum with Engineering yesterday, they are still investigating the root cause...

    0
    Comment actions Permalink
  • Avatar
    Clive Walsh

    Tony W

    I don't know why your Engineering team need to investigate the root cause. It can't be difficult to work out, I can tell you like everyone else on here, it was the Firmware 3.6.6.update.

    Hopefully you can now inform the Engineering department so as to stop wasting there time on further investigating and provide a download link for the previous firmware 3.6.3. Or send it out again as Firmware 3.6.9.

    Hope this helps.

    Clive

     

    0
    Comment actions Permalink
  • Avatar
    denony

    Hello Clive

    Unfortunately, downgrading to 3.6.3 is not a solution. I tried. Indeed, this solves the problem of "Deep Standby / Vacation Mode", but the BluOS Controller spams everyday to upgrade on buggy version 3.6.6.

    And worse, the Android BluOS Controller application (3.6.x) automatically installs version 3.6.6 without asking permission, when the application is freshly installed on a smartphone / tablet ! 

    I am very disappointed by the "Bluesound rule", which forces to update devices or applications but does not "officially" provides rollback to previous "stable" versions, as long as the anomaly is not corrected.

    The problem is magnified because they spend a lot of time correcting the anomalies (if they are resolved)

    I would have a hard time separating from my Node 2, but if Bluesound continues like this, I would be forced to separate for a more reliable system.

    Denony (not happy)

    0
    Comment actions Permalink
  • Avatar
    Tony W. - Product Support Manager

    Please be advised that 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.

    0
    Comment actions Permalink
  • Avatar
    Clive Walsh

    Hi

    The latest firmware update 3.6.12 appears to have fixed the NAD M50.2 on/off operation using the +12V trigger input control from a pre-amplifier.

     

    1
    Comment actions Permalink
  • Avatar
    Wolfgang Bauer

    Hi,

    since firmware update 3.6.6, my NAD M50.2 does not enter in stand-by mode any more by pressing the on/off button. 

    Only the display switches off.

    The latest firmware update 3.6.12 didn't solve the problem.

    Do you have any ideas, how to fixe this ?

    Thank you very much,

    Wolfgang

     

    0
    Comment actions Permalink
  • Avatar
    Tony W. - Product Support Manager

    Hi Wolfgang

    Please select Help, Send Support Request in the App and we will be in touch

    0
    Comment actions Permalink

Please sign in to leave a comment.