Pulse 2 constantly restarting

Answered

Josef S.

• July 29, 2020 21:29

I use Pulse 2 with IDAGIO, however, the speaker keeps dropping out and restarting - this can happen within several minutes or after an hour of playing but it happens all the time. It doesn't matter if I connect Pulse 2 via: 1. wi-fi and BluOS on my computer, 2. ethernet and BluOS on my computer, 3. wi-fi and BluOS on my iPhone, 4. ethernet and BluOS on my iPhone, 5. even IDAGIO app on my iphone via Bluetooth. The result is always the same: it stops playing, red light, then blue again, plays for some time (although the app is somewhat confused and usually can't continue playing the same track), stops etc. etc. I checked my internet connection with the provider and got new router, the connection is all right and strong (from about -27 dBm to -40); tried to change channels on the internet; tried factory reset; tried router, BluOS and Pulse 2 reset; in my retailer's store it worked without problems, it was checked by a technician, no problem discovered, the latest firmware installed. When I use the IDAGIO app on my iPhone it plays perfectly well on my wi-fi, no dropouts. The problem persists. In fact, the Pulse 2 is then useless... Is there any solution?

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• Official comment

  

  Sam R.

  • July 30, 2020 13:47

  Hello Josef, 

  Interesting considering this behavior occurs on both Ethernet and Bluetooth connections. 

  Please send our support crew a diagnostic log of you Pulse from the BluOS app Help > Send Support Request (log will be automatically attached to request) so they may investigate this further. 

  Regards,
  Sam R. 
• 

  Josef S.

  • July 30, 2020 15:08

  Hello Sam,

  thank you for your reply!

  I just sent the support request.

  Regards,

  Josef

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• 

  Josef S.

  • August 05, 2020 15:01

  Hello,

  I sent the support request / log via the application a week ago. I just want to make sure I didn't miss any feedback (since I was warned by the automatic reply I check my spam folder as well). Can I supply any more information for the technical support crew? 

  Thank you!

  Regards,

  Josef

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• 

  Sam R.

  • August 05, 2020 17:30

  Hello Josef, 

  You should be able to reply to the automatic email (the one that is from the email address support@bluesound.com) and that will update the support request.

  Regards,
  Sam R.

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• 

  Josef S.

  • August 06, 2020 15:08

  Hello Sam,

  thank you for the advice.

  Regards,

  Josef

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