Pulse Flex 2i does not wake up

Felix

• March 18, 2020 07:59

Hi.

My Pulse Flex 2i does not react reliably when I use one of the buttons on the device unless I unplug and re-plug it. This occurs nearly daily. Sometimes it works but this is still not how I expect it to work.

Additionally the same player disappears in the Android app and will only show up again after unplugging/re-plugging to power cord.

I have already tried:

- unplugging the player+power off of the wifi router and 5 mins wait then reconnect.

- factory reset of the player.

None of the above solved the issue permanently.

Please advise what to do. 

Thanks, Felix

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• Official comment

  

  Wesley P.

  • March 18, 2020 15:21

  Hello Felix,
  
  When the Pulse Flex goes into standby after 15 minutes, it will also put the amplifier into standby as well to reduce power consumption and increase longevity of your player. Due to the amplifier being in standby, when first resuming playback on your player there may be a short 5-15 second delay before playback begins.

  With that being said, what I would suggest is to wait up to 30 seconds after pressing the top buttons of your Pulse Flex to see if playback is just delayed due to amplifier standby. Alternatively, you can disable amplifier standby by going to Settings > Player > Amplifier Standby to see if this helps.

  If the issue persists even after disabling amplifier standby, please send a diagnostic log from your player the next time it exhibits this behavior by going to Help > Send Support Request through the BluOS app. The diagnostic log will be automatically included with your request and a member of our support crew will review it and reach out to you shortly after to help resolve this issue.

  Regards,
  Wesley P.
• 

  Felix

  • March 18, 2020 17:52

  Hi Wesley,

  thanks for your quick response, I appreciate your support.

  Your reply addresses the first part of my inquiry. I do not see how this fixes the second part, which is:

  "Additionally the same player disappears in the Android app and will only show up again after unplugging/re-plugging to power cord."

  In this case I cannot send a diagnostics log because the player is not shown in the app. After un/re-plugging it works as expected but then the diagnostics log will probably not be helpful for your team, right?

  I am assuming that the strange player behavior is related to both of the errors that I describe in my initial post.

  Regards.

  Felix

   

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• 

  Wesley P.

  • March 18, 2020 18:59

  Hello Felix,

  I have escalated your issue to our support crew on your behalf. A member of our support crew will be reaching out to you shortly to gather some additional details and help to resolve these discovery issues on your Android device.

  Regards,
  Wesley P.

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