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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Hi Ondrej
...Help, Send Support Request in the App so we can review the log file and take a closer look.
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This has always been an issue. In spite of numerous reports here and via email, etc. as well as building reproduction cases for NAD/Blue engineering --never resolved:
Workaround: At start of stream, pause and unpause.
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Hi, having a similar challenge to you guys. My C368/BluOS MDC setup has been working excellently for years, but recently (following updates?) I experience:
- When I start playing from BluOS 2i MDC, my c368 will not turn on automatically anymore, and yes sense is enabled. And, when I turn on optical it works
- Also, the auto standby will turn it off when playing music from BluOS
- The volume control from the tidal app stopped working, works on my other Bluesound devices.
I updated to the latest firmware and problem remains. Raised a ticket #294417 to support, but realising that I am not alone so thought I would share.
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Hi Robert
You are in great hands with The Support Crew. They will be in touch.
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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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@robert please do update us on this. The problem is still not resolved for me.
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First response from support was not helpful.
Hi Vivek,
No it does not work.
1. The player won't turn on when starting playing on BluOS
2. Volume control from BluOS app not working
3. Source selection from BluOS app still gone
4. Have not played long enough to see if it goes into standby mode, but assume not since you asked me to turn it off.Thanks,
Robert
Hide quoted textOn Wed, 14 Dec 2022, 06:02 The
Hello Robert,
Thank you for contacting the BluOS Support Crew.
In this case, please perform a hard power cycle (unplug for 30+ seconds and power back on). Then, deactivate Auto Standby and turn on Network Standby to check if that resolves the issue.
Hopefully this helps and keep me posted!0 -
First response from support was not helpful.
It would be most helpful for everyone, including your self to then reply to your request and continue to work with The Support Crew to resolve your issue.
Thanks for doing so.
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@Tony, thanks and of course I will.
The second response was even worse with the Support team not reading my message that I had updated the firmware. In either case, I am continuing to follow-up, I want my gear to work. It was working perfectly for 2 years.0 -
Problem solved for this time:
1. Reinstalled firmware for second time
2. As part of procedure, did a long power cycle unplugging cord, not the switchNot sure which step that solved the issue but playback starts, volume works and no unwanted standby.
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I've had my C 368 for almost 5 years, and it's been one problem after another. Love it when it works, but I never know day to day when it will malfunction. Still lots of bugs in the BluOS it seems. I've experience most of the problems recounted by others over the past years. I've had the 20 minute shutdown issue now for years (I use Spotify). Sometimes it's gone away, and then starts again. The latest problem with it has now been going on for at least the last year. The "cure" I've found it to turn the amp on manually - then it doesn't shut off after 20 minutes. I tried the steps given to me several years ago suggested by tech help - didn't help.
There have been countless other problems over the years. Another current problem, which has started again recently, is that Spotify will just stop playing in the middle of a song. Sometimes the C 368 is still showing as the source on my iPhone, but the music just stops and the amp shows nothing is playing. (I've had the amp just shut off for no reason as well, but it hasn't done that now for probably a year. Who knows what caused that, and why it then stopped?) Anyway, now the Spotify music just stops, but my iPhone and Bluetooth speaker work fine. Just to try something, I then turn off the power switch and wait 15-20 seconds and turn it back on. Sometimes this works, sometimes I have to repeat it. This amp has been extremely frustrating. I'll try Robert's suggestion of reinstalling firmware (not sure how to do that), but first do a long power cycle unplugging the cord, as he did.
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@Tom, quality software and integration seems to be a challenge for many. On the firmware reinstall, just follow the regular update procedure. It's in the manual/online
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I bought my BluOS 2i card in December 2022. First days were ok and nothing happened but after two weeks it started to happen the same. I had to turn auto standby off, but in my opinion it is not a solution. My card is connected via LAN cable and I am really more disappointed with the fact that NAD have not done anything with this issue so far, knowing it for more than two years. I wrote to a Polish distributor for a help, but If they do not help me to solve it, I will have to return it and buy something else.
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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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@alf, it is certainly a firmware issue that needs to be fixed. My guess is that the issue is in the protocol between the MDC card and the amplifier. It did not happen to me when playing any other source. For me, the auto-on also did not work despite BluOS being convinced it was playing. Same for you?
That said, after reinstalling the latest firmware (MDC and amplifier) and then unplugging (not only switch but cable) the device for 10 min. It reoccurred once, but has mostly worked for 6 months now.
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Hi Alf.M
If the official response at the top of this thread does not resolve your issue, as suggested, please select Help, Send Support Request so we may take a closer look.
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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 -
Hi Mark
As stated - please contact support@nadelectronics.com
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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 -
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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Thank you for your feedback gentlemen... but as suggested, I took the liberty of reaching out to our good friends down the hall at NAD Electronics on your behalf. They have confirmed this issue was resolved over 18 months ago. They have in turn reached out to both of you directly on how to resolve this issue.
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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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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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Hi Mark
I have mentioned to our good friends at support@nadelectronics.com to follow up with you. Please continue to work with them on this matter.
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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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You can contact support@nadelectronics.com so they can assist with this issue that is caused specifically by using Spotify Connect to wake your NAD C368 chassis from Standby. When you do, they will ask for a copy of your diagnostics log for their Quality Assurance Team to help resolve this issue once and for all.
Thanks for asssitsing.
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