Streaming Connections Disconnecting
Answered
I’ve recently migrated from Sonos to 6 Bluesound Node 2i and a NAD T 778. Sound is good, user interface is clumsy, and streaming services dropout regularly. All players are ethernet wired, all CAT6 cabling, and I have a solid 1 gb internet service which never gave me any issues with Sonos. I can be listening to a streaming service, like Deezer or Calm ration for 20 minutes or 2 hours, and then it stops, and the BlueSound devices report timeout after typically 138 attempts to reconnect. Strangely, if I just manually reconnect to the streaming service it starts playing instantly. Support had me reboot my routers after a sequenced shutdown of all devices on my network, wired and wireless, which I have done twice now, but it makes no difference. I have no response to requests over this weekend to address the continuing issue, presumably their support is only weekdays.
Is this a common problem and is there a simople solution? I am beginning to seriously regret my decision to switch to BlueSound!
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Official comment
Hi Jhallet
We have seen some issues with that particular make and model - I have escalated your request to our Support Crew directly - they will be in touch via e-mail...
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Try setting the Routers DNS servers to:
Quad9 DNS address (with ECS): 9.9.9.11 AND 149.112.112.11 and if no joy try…
Googles DNS address: 8.8.8.8 AND 8.8.4.4In your router setting look for anything that says multicast and turn it on.
Worthwile posting what Router you have as someone else on here may have an idea.
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Thanks Seppi - I will check and set these parameters. I am using 2 routers, the ISP supplied Arris DG3270 and inside that, my own Assus AC1750.
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Make sure then that only one router is actually routing, provings DNS and DHCP services. Double NAT can work… to a degree.
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Thanks very much - My routers are set-up in a cascade, with 2 separate DHCP ranges. I enabled multi-cast on the secondary (Assus) router, there was no multi-cast setting option on the Arris router. I've set the DNS servers addresses on both routers to the Quad9 addresses. Testing now.......
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Still having dropped connections to streaming services after adjusting the router settings and am now reading that other people have had issues with using the Assus RT-AC66U router - so maybe I should upgrade my router - for ethernet wired Bluesound connectivity (not wifi) are there any recommended routers that work reliably with Bluesound?
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I would suggest raising a support ticket so Bluesound can have another look at your system before buying a new router. After a dropped connection, in the Bluesound App select Help…Send Support Request.
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I’ve sent a support request to Bluesound sometime ago. No response….this is getting frustrating - don’t understand why this has to be so difficult - years of using Sonos connect devices I never had these connectivity challenges
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It looks like you sent the log files yesterday afternoon - Nishchal is reviewing them and will get back to you as quickly as possible. Please continue to work directly with him - thanks for your patience.
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Good advice, give it all back. They are just put off, my problems have been going on for 5 months and no solution. It's always some other device besides bluesound. I bought a soundbar + with Atmos that can't do Atmos, but is advertised that way. That's bluesound😤.
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Hi Null - we do appreciate your frustration on this matter. please Follow Us on Facebook at https://www.facebook.com/bluesound.hifi, Like us on Twitter @BluesoundHiFi for some exciting news on this matter in the coming weeks.
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Still NO RESOLUTION TO MY ISSUES.
BlueSound support keeps having me reboot routers and players etc., which makes no difference whatsoever. They don't seem to be interested to dedicate any time to resolve the issue.
Having made the switch from Sonos to Bluesound with 6 players, and not being able to stream music for anything more than an hour or two is incredibly frustrating. I am now going to reinstall some of my Sonos gear to provide me a reliable streaming connection in our primary listening room, and am going to see if I can return the BlueSound units.
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The old Gen 2 Sonos Connect streamed perfectly all night tonight - and Bluesound tech support now wants to try a third DNS Server - Cloudfare 1.1.1.1 and 1.0.0.1 - which we will try, but why is Bluesound's OS unable to resolve DNS such as Google while Sonos just simply works on any DNS server I've pointed it to??
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James, it looks like you've been escalated to Eric. You're in good hands with him.
One off-chance idea that came to mind: I occasionally see using CAT5 ethernet cables instead of CAT6 resolve dropout issues. This is usually on the CI products but could very well apply here as well. The Bluesound players come with a CAT5 ethernet cable in the box, may be good to test it in the meantime.
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Sorry to hear about your frustration, James but I don't think you're alone.
I'm having the same issues over wifi — players in group (My C368, Flex, Pulse Mini going rouge, end up missing, timing out) so all this information about restarting my router and changing DNS address is not the answer when power cycling the system (any of the above 3 units) returns it back to normal.
I first start using Bluesound March of 2017 when I picked up the C368 w/ BluOS. I'd say it's come a long way and things have improved but this (players just disappearing) was never an issue back then as it has been these past 1-2 years.
Please fix this issue Bluesound.
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I've been through multiple Router setting revisions with BlueSound Support, and nothing makes any difference. My conclusion is that the BlueSound operating system is very poorly designed, such that it cannot readily resolve the inevitable streaming service dropouts in an efficient manner. I base this on the fact that a) Sonos has no problem resolving periodic dropouts, and b) when I get a reconnection failure, I can very easily re-establish the connection myself manually. I am extremely annoyed with myself that I bot into the idea that BlueSound would be a better listening experience, but failed in my due diligence to realize that its operating system is not well implemented and thats its user interface is tedious in comparison to Sonos - I used Sonos in a multi zone environment with very few issues for many years - I infrequently ever had issues and when I did, I tended to get better and faster results from their support. I truly feel I'vemade a very stupid mistake in going with 6 Blue sound players - and to top it off, 3 weeks after I bought my 6 players, they introduced the next generation..........
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Hi There,
I know its an old thread, but anyway. I have similar trouble with my Soundbar 2i over WIFI, since we moved to our new house in July. The unit has been stored for almost a year while building the house. Before that it worked just fine. I have been changing routers, internet provider, etc etc. It is just dawning on me, that it could be a problem with the Bluesound unit. Has there been a SW update in the last 12-18 months that has triggered this behaviour?
Please give an update - Bluesound!
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Hi Jorgen
Please select Help, Send Support Request in the App or e-mail us at support@bluesound.com and our support crew will be happy to help troubleshoot your newer environment.
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Why dont you share an update to this issue in public? It seems to affect more than me.
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Hi Jorgen
The issue will be unique based on your home environment and not a one size fits all problem. It can vary between product placement and your make and model of the home router. Check out www.bluesound.com/network101 however for general best practice tips.
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I have similar issues of dropped connection (player lost completely) or interruptions (music stops, then restarts after ~30 sec), especially with the powernode400. It's really frustrating, and I already regret buying into Bluesound. When you spend that type of money you should not have to deal with recurrent technical issues, or even worse, have to go through router settings and rebooting etc. It's clear that it's a BlueSound software shortcoming because nothing like this ever happened with my Sonos system, ever, in 10 years, even as I was going through different routers over the years.
So do I want to spend a few hours of my time dealing with this (with no guarantee of resolution) or do I spend the same amount of time looking to sell my BlueSound grear and buy into a different system?
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M M
Your issue is typical of a local networking issue, If you want help then after a “stutter” using the Bluesound App select Help…Send Support Request. This will send the logs to Bluesound form examination and a member of support will duly be in touch.
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