Amazon Music HD slow loading tracks firmware 3.10.0

Answered
rgarner83

Amazon music is loading slow between tracks after the last update, firmware 3.10.0 & android 3.10.1, especially when you switch tracks manually. Sometimes it even gets stuck loading. 

Also album art is low quality under playlists put together yourself within Amazon Music otherwise known as "My playlists". The album art is decent when you search, choose stations and play artists tracks else-wise within Amazon Music/BluOS though. I checked the Amazon Music app and everything looks high quality there and loads quickly just not with BluOS.  Strange, you would think the album art would pull from the same place as other album art within the app. 

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Comments

7 comments

Date Votes
  • Official comment
    Tony W.
    Product Support Manager
    • Edited

    Audio dropouts or response lags are often caused by poor network performance. In fact, network signal strength and can be the root cause of 95% of all audio dropout issues we see. The first rule of technology is to reboot;

    • Please power down your BluOS Player
    • Please power down on put other network devices in Airplane Mode
    • Please power down any wi-fi extenders or wireless bridges you may have
    • Please Reboot your router
    • WAIT 5 MINUTES <- this is important
    • Please power up your network extenders
    • WAIT ANOTHER 5 MINUTES
    • Start firing up all network devices including your Bluesound Players

    This is probably a good practice to get in probably once every other month to clear your network router cache. If problems persist after that, please select Help, Send Support Request in the App or check out great networking tips at www.bluesound.com/network101

     

  • Steffan
    • Edited

    I have the exact same problem! Just with Tidal (I'm not using Amazon) I found that when updating your wifi settings in the bluos app it fixes it until next reboot of the bluos module (in my case a mdc module 2 for nad m32) I've been using bluos for more than 2 years, but this update 3.10.0 really messed things up :( PLEASE FIX IT ASAP!!!

    And yes I have tried with resetting the bluos card back to factory settings and installing everything  again including the app on my phone (galaxy s android 10). 

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  • Steffan
    • Edited

    Why is it always the same copy paste response we get? My network is absolutely perfect, I have a 1000/100mbit connection on a Amplifi HD without mesh point (not in use) and I measure 400 to 500mbit on wireless network all over the house, and yes I have rebooted my router several times!. The bluos diagnostics even says good connection. As I just wrote I have been using the same setup for 2 years without any hiccups and I have always downloaded the updates as soon as they have been released, but this update fucked things up, and NO it is not my network that magically after a bluos update sieced to work properly, it is YOUR update that broke things. It even say improved network stability and connection in the update notes, which is worrying because obviously you have messed with someonething network wise! So why is it so hard to imagine that the fault is on your side, not the user?

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  • Tony W.
    Product Support Manager

    Hi Steffan

    Thanks for your patience, as mentioned the vast majority of issues are in fact the signal strength so it's a good rule of thumb to try that first. As mentioned, your next option for us to take a closer look and even remote in is to select Help, Send Support Request so we can better one on one troubleshoot it.

    All that being said, we are in fact investigating an issue with NODE 2i models connected to a an external DAC as being followed here; https://support1.bluesound.com/hc/en-us/community/posts/360049326734

    If that is not your issue, then please select Help, Send Support Request and we will be in touch.

    Thanks for #LivingHiFi

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  • rgarner83

    I have to agree with Steffan. With all the slew of issues with 3.10.0 update I do not see how BlueSound can deny that the problems are on there side of the track. My internet is strong at 900mbps and no other device on my network is having issues. Not to mention most of us on this form do basic troubleshooting such as reboots and network diagnostics long before we post. My Powernode 2i is wired through Ethernet so signal is most definitely not an issue. 

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  • Jeremy Robinson
    • Edited

    Wanted to bump this because this is a very serious issue that needs to be resolved. Although Amazon HD in general is a little slow to operate, the specific issue is when trying to play songs from My Music (personal playlists etc). There is a 5-10 second delay between when you selected a song and when it starts playing which DOES NOT happen when selecting a song through the normal Amazon selections, so this is not a network issue. I also have a nearly 900mps wireless connection that sits less than 10 feet from my Node and despite resetting everything on my network, this issue still persists.

    Again, the issue is when playing songs from My Music within Amazon on the BlueOS app (i.e. a playlist of my own), then the program is nearly unusable and since it doesn't have this issue when playing songs that are not in My Music, it is not a network issue.

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  • Tony W.
    Product Support Manager

    Hi Jeremy

    I am going to ask you to demonstrate this in the App then select Help, Send Support Request in the BluOS App and so we can have an updated System Log (automatically sent) to review. Please reiterate this behaviour in the description field so our BluOS Support Crew can review and if necessary send it to our Quality Assurance team. Thanks for your patience and understanding.

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