MDC BluOS 2I on NAD C368 - random shutdown to standby-mode
Answered
Hi,
I recently bought the NAD C368 with the BluOS module integrated and I have some issues with Spotify Connect. Whenever I listen to music via Spotify Connect, the amplifier can randomly shut down to standby-mode. This can happen several times a day and it totally ruins my otherwise great and positive experience with this amplifier. I have all the latest versions of the firmware - MAIN(1.71), VFD 1.22).
I have also removed the bluetooth antenna and wifi-dong (currently connected via lan-cable) and disabled bluetooth in the BluOS-app but the issue is still there. I have noticed that this ONLY happens when I listen to music via Spotify Connect and the source on the amplifier is BluOS.
What to do? =(
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Official comment
Hi David
IN the NAD C368 front panel settings, please ensure Network Stand By is enabled. If the problem persists, please select Help, Send Support Request in the BluOS App.
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One of the issues with the ongoing recommendation of contacting support is that it gives the vendor/manufacturer a means of evading the problem. That is, many of us, myself included, have noted the bug described here for years. Some of us have even taken the recommended path of working with NAD/BluOS to find no resolution. In my case, I prepared a very careful reproduction scenario, including logs (when those were available), exchanged numerous emails, and up to a couple hours of phone calls. All I got from this was a slight acknowledgement the problem exists. I'm not even sure if it was mentioned it would be fixed "at some point in the future."
There is no detail or feedback from your product or support group here. I've been watching this thread for years, as I continue to work around the issue.
This is a really insulting outcome. I cringe every time my NAD c386 shuts down after 20 minutes of play. And over time, there's more disappointment adding to that (firmware issues, poor documentation, reduced transperency, etc.).
You have (had) an intelligent, sophisticated, tech-savvy audience who was drawn to your goods because they were far ahead of the curve for streaming gear with an affordable price point. If you treat this issue (and others) with evasion and dismissal, many of us will not only come back but our negative experience and remorse gets amplified by increasing orders of magnitide (hello internet).
I'll only ask that you have one of your capable engineers reproduce this issue, post the results here, and get back with a timeline for remediation.
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@tony W, I already did more than a year ago. Got the same results as everyone else (no fix, acknowledged that the problem exist)
So I stand with the comment of @ Me Van II. Please do the work, fix this problem. It is the most reported/longest thread in this subforum :(4 -
Hi Tony W.
Your team reached out with the suggestion to reinstall all firmware manually via usb stick. So I did do this succesfully.
It didnt fix the problem, it still shuts off after 20 minutes. So please reopen this case, because this is not fixed.
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Still experiencing the same problems here too. The work around is really not satisfactory
It does seem to me that BlueSound have lost interest in supporting us and resolving this issue
I sincerely hope this is not the case
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Hi all, has anyone found a solution yet, except disabling Auto Standby?
My NAD C388 also shuts down when streaming Spotify with the MDC BluOS 2i module.
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No still experiencing the same issue.
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Same here. C388 with BluOs module... Super annoying!
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Unfortunately I still have this problem too. Unresolved for a number of years. Spoils the enjoyment of listening to streams
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THe odd part of my case is that it worked perfectly for 2+ years. Just, all of a sudden, the issue started occuring. And, I seem to be alone here having to turn on my C386 manually. Will update you guys when/if support manages to help out.
There also used to be a control, in the BluOS app, where I could change source. Simultaneously to this disappearing, the issue occurred.
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This problem is still not fixed...?
We buy this products to last a long while..
@bluesound, when and how is this gonna be fixed?2 -
In the release notes, a similair issue with the Nad M33 is described in the bugfixes.:
BluOS 3.14.3. Released April 8, 2021.
• Prevent M33 from accidentally entering network standbymaybe look into that fix, seems the same problem?
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I also received the communication from support@nadelectronics.com. Jade L, from NAD, noted "I will be testing your setup soon." I'll follow up here with developments.
In the mean time, I want to mention that I went through prior support exchanges and found this is now the third time since 2019 that I've raised the issue. The last exchange in 2020 was closed with these words:
the engineering team... will be investigating this further and be providing a fix for this issue in a future firmware update.
Unfortunately, us here in technical support are not provided a timeline on future development and releases so I can not say for certain when this update will become available. However, rest assured that our engineering team will be doing everything they can to resolve this issue as soon as possible.
I'm also posting details of my unit and the test case I've been reproducing:
Unit: NADC368
Serial: H88C368 G140xx
BluOS Version:4.2.0
MCU Version:V1.75The issue persists. Please reproduce:
1. Verify c368 is in standby.
2. Open Spotify, play any track/playlist.
3. Connect to device c368 from Spotify. c368 will switch from standby to power on.
4. Set alarm for 20 minutes.
5. c368 will return to standby, unexpectedly, at 20 minute alarm.Workaround:
1. Verify c368 is in standby.
2. Open Spotify, play any track/playlist.
3. Connect to device c368 from Spotify. c368 will switch from standby to power on.
4. As Spotify connects to the unit, press pause/play several times.
5. Set alarm for 20 minutes.
6. c368 will NOT return to standby unexpectedly.2 -
A quick update. The communication I've received since late December 2023 from NAD follows. I received firm confirmation the issue is as described in my previous post above, the same as noted in the opening of this thread, and the same that myself and others have reported since 2019.
I am sending a report to our Quality Assurance Team about the issue you have reported. The report will consist of the information discussed in these emails regarding the C 368 entering standby incorrectly.
This will be up to our NAD QA Lab to look in to and confirm. I will be forwarding a report of my findings as well as your comments for review. These combined details should be sufficient to provide enough info for our QA Lab to replicate the issue. QA will then work with our Development Teams to test and qualify a working solution. Once the solution has passed QA, it will then be included in the next public firmware release.
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For me more of the same, as described by Me Van II
@Tonyw When will this be given priority, this problem ensues indefinitely now....
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I am having hte same problem here too.
NAD C368 BluOS MDC 2i going to standby Happened twice in half an hour
Kind regards
Richard
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Hi!
I was promised a fix for this 5 months ago (case #197868) but apparently they haven't fixed the issue yet. To avoid random shut downs, I have currently deactivated the Network Stand by functionality. Its a nice feature to have if it worked...
Kind regards
David
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Hi Tony! I just sent in another case because my NAD C368 keeps shutting down randomly to standby mode when using Spotify connect. See case #220205.
Kind regards
David1 -
Hi,
Same here. All was working fine until today. The C368 used to wake up upon receiving a music signal and displayed song title etc on the display.
At the moment the unit does not wake up upon sensing music signal (connected to LAN via the BluOS module), no song info is displayed and it switches off automatically after 20min as it thinks no music signal was detected.
I can listen to music on the unit but cannot control volume via the BluOS app anymore either.
The problem exists on Spotify, TuneIn or Tidal.
Reboot of BluOS module did not solve the issue,
Firmware versions:
Main: v1.71
VFD: v1.22
BluOS: 3.12.13
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Hello all,
I have the same issue at home, Just recently bought this receiver and it worked for a couple of days fine. Now Spotify switches off every hour multiple times. It is getting super annoying. When I use TIDAL (which I find too expensive as an app, but I use the free version right now), there is no problem. It only occurs with Spotify.
I have created a request under the number #222836
Really like to receive some feedback on this problem as that I prefer Spotify. I have rebooted the receiver, which did not help. I checked the settings and the network standby is enabled. I also have connected with an ethernet cable so it could not be a wifi connection problem either.
Thanks
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I experience the same issue as described above. Is there a solution available now?
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No other solution as far as I know than the old-fashioned cold restart as described above.
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I have NAD c388 same issue it turns off by it self after 15-20 mts of playing music very very annoying please help
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I suspect I am one of many people who have been silently following this thread for years now. As many people have mentioned I have been in touch with support, and have done a few firmware updates as well. But never felt the need to create a public profile to comment on this thread until now.
I made an account today to applaud Me Van II, Mark van Wijk and Robert for their tenacity to follow through on this issue.
Respectfully - they have been way more helpful and thorough than Bluesound support themselves in hopefully finding a fix for this annoying problem.
I’ll keep a close eye on this thread and am hopeful the involvement of NAD support results in a permanent fix soon after many years. If not - i’m never ever buying NAD/Bluesound ever again and will not recommend it to anyone.
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-OR-
You can stop this endless 'asssitsing' (?). And actually go after the so called 'Quality Assurance Team' and make sure the team would actually assure us of this 'quality'.Stop pulling this nonsense and actually do something that helps, not just send us down a path that won't do anything. Proven by the length and age of the thread.
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Acknowledge that this is a hardware problem from the get go and do a recall....1 -
another month has gone, what is the status? when will we get a fix?
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Hi Tony!
Thank you for getting back to me. I will send in a support request in the BluOS app as soon as it happens again. Its so typical that it doesn't happen now when I'm suppose to send in the case. I will get back to you as soon as it does.
Thanks
Kind regards
David
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Hi Tony!
Thanks for getting back to me. I must correct myself because yesterday I wrote that I had deactivated Network Stand by to avoid random shut downs. I had a look at the settings now and it was actually Auto Standby that was deactivated and not Network Stand by - the latter was on. I also failed to mention that I received a reply from your colleague saying that you guys had identified the issue and a fix would come in a future update. I haven't activated Auto Standby until today so I haven't had the chance to test it. However, when Richard had the same issue I just assumed that the issue wasn't fixed. I have activated it now and will revert back to you in a couple of days to see if its fixed. My firmware versions are as follows:
Main: v1.71
VFD: v1.22
BluOS: 3.12.13
Kind regards
David
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Many thanks Tony!
Kind regards
David
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Hello,
I do have the same issue, support didn't help me either. It looks like Bluos doesn't properly keeps track of spotify playing. I don't know of this is a Bluos or a spotify connect issue, the spotify app on my android phone often looses connection to the player, while the music keeps playing.
I disabled auto standby in the NAD remote app. After this I had no issues anymore.
Only disadvantage is I have to manually shut down my device at the end of the day.It would be nice to have this issue fixed, or if this is a spotify issue, to make an official statement to avoid using auto standby while using spotify.
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