Moment Software Update

Unfortunately another example of terrible quality in the SW development at B&O. AND in the testing.

I wonder when they will take this - nowadays very important - element of their products serious.

beolion:

Unfortunately another example of terrible quality in the SW development at B&O. AND in the testing.

 

I wonder when they will take this - nowadays very important - element of their products serious.

I agree. It seems terribly wrong to put the burden on the user to have to go through hoops to get the rollback. It's irrelevant that some people weren't affected by the bugs. The bugs are there and the current software version is not stable and shouldn't be implemented. There must be many people out there who don't know that a rollback is available and who don't know that they need to contact beocare to get it.

I don't feel like being generous or forgiving here. This past week, I've had 4 different people from beocare ask me for the serial numbers for my 2 Moments in order to perform the software rollback. I had already provided them, but I kept providing them again. Still, no software rollback.

I'm not willing to give B&O credit for providing support for this product. This product had huge software issues from the beginning and it was stable only just before becoming discontinued. It is the fault of B&O that they again BROKE this product with the latest software update. For those who weren't effected by the issues -- great. I'm happy for you. But that does not negate that B&O has effectively rendered the product unusable for the rest of us. At this point, I'm ready to contact my dealer for a refund.

I finally received the software rollback this morning. The Moment has been playing for an hour and a half with no drop-outs.

beojeff:

I finally received the software rollback this morning. The Moment has been playing for an hour and a half with no drop-outs.

I'm really happy for you. Was a real shame not to be able to enjoy your BSMs

Are there any news on a repaired update of 2.2.2.3900 - 2.2.29827.253289881 for the Moment?
Besides the rollback of beojeff.

I asking, because I am still on 2.2.23900 - 2.2.22636.26265250 and update available is shown. But I do not want to run into problems, like many others on this forum. 

beojeff:

I finally received the software rollback this morning. The Moment has been playing for an hour and a half with no drop-outs.

I‘m afraid I‘ll have to do the same. Did you send an email to Beocare asking for a fw rollback or you did it through the app (B&O / Beotool)?

I send a message through the app and received this reply, not sure what to make from it:

—-

Thank you for your patience.

As we have an update from our back office, unfortunately, a "downgrade" would be very complicated and could neither be done by us remotely nor by yourself.

However, since today there is a service-software for this that could be loaded to the serial number by us. Kindly get back to us whether we should do that if only to be aware that the update is coming, if so, please provide us with the serial number of your Jukebox and Master Unit starting with 2 or 3, eight digits.

Looking forward to hearing from you.

—-

I did not send my serials yet, unfortunately my jukebox died on me for the second time. The tablet works but the screen does not respond anymore. Tried resetting it and had the battery drain completely but no result.

Apart from my bad luck, I do not understand the reaction of B&O completely. It does not sound as they are familiar with the rollback as discussed in this thread.

AnalogPlanet:

beojeff:

I finally received the software rollback this morning. The Moment has been playing for an hour and a half with no drop-outs.

I‘m afraid I‘ll have to do the same. Did you send an email to Beocare asking for a fw rollback or you did it through the app (B&O / Beotool)?

I had been communicating with Lyle (the person responsible for the software -- at least originally) and he told me to contact BeoCare. I included the serial numbers of my 2 jukeboxes. I received emails from THREE different people at BeoCare asking me again for my serial number -- even though I had already provided it! It seems that the communication at BeoCare is horrible. It took them a week and finally the rollback showed up as a software update one morning. The two Moments have worked flawlessly since receiving the rollback.

Does anybody know the current status regarding the software update?

Since some days at least my Beosound Moment does not show anymore, that there is a software update available. My dealer and B&O support didn’t even know, that there was a broken update available causing problems in some cases. But when a professional company issue a software update, there should be a reason behind (e.g. closing important security gaps). 

So, I would expect a working update of the Beosound Moment? But when?

Why is the communication of B&O so unbelievable unprofessional? Is it inability or haughtiness? The result is the same, causing maximum frustration. Probably it is cheaper for B&O to win new customers instead of caring for the old once. Working on brand loyalty seems not to be very important anymore.

They broke my Moment too. Music skips and stutters. It’s embarrassing.

andy_js:

They broke my Moment too. Music skips and stutters. It’s embarrassing.

You can ask beocare for a roll back to former software version. My dealer told me this problem with nl/ml converter is known by B&O and they will upload the older software. Mine works 100% again.

I think I’d rather wait until they issue a fix. And I hope they do it quick.

Still waiting on a fix. I don’t get why they don’t just recall the update for everyone.

German banker Carl Fürstenberg (1850–1933):
„Shareholders are stupid and impertinent - stupid because they give their money to somebody else without any effective control over what this person is doing with it and impertinent because they ask for a dividend as a reward for their stupidity.“

Unfortunately B&O’s attitude towards their customers is similar
„B&O Customers are stupid and impertinent - stupid because they pay much money for design. Knowing that B&O competence is machining of metal and fabric NOT technology and software. Impertinent because they ask for a well-working B&O product as a reward for their stupidity.“

I'm certainly stupid for enabling automatic updates.

I seem to have had a software upgrade (or downgrade, not sure which) over the weekend, not sure if it's as a result of my increasingly exasperated email exchanges with BeoCare..!

I'm now running 2.2.3900-2.2.31594.26265250.  It's been playing without skipping for over an hour no, so hopefully that's fixed it.

I've now turned off automatic upgrades...

Redmax95:

I seem to have had a software upgrade (or downgrade, not sure which) over the weekend, not sure if it's as a result of my increasingly exasperated email exchanges with BeoCare..!

I'm now running 2.2.3900-2.2.31594.26265250. It's been playing without skipping for over an hour no, so hopefully that's fixed it.

I've now turned off automatic upgrades...

This is my software version after the rollback I received. So seems your request is finally processed.

If I select check for new software it states this is the latest software version. No idea why as I should think the latest version is the faulty version.

Hope this helps

Redmax95:

2.2.31594.26265250.

This is the most recent version of the SoundHeart for which you may be one of the few users to test. As a regular user (not sure I'm still in the beta track), 2.2.29827.253289881 is the latest SH version, so looks like they have work on a fix, which is good for Moment users.

Interesting, does anybody else already has access to this new (beta ?) Version?

Luckily I am still on the stable version
2.2.23900 - 2.2.22636.26265250 (stable version of 2018)
and did not change to 
2.2.23900 - 2.2.29827.253289881 (broken version of 2019)

 

Alsfeld:

Interesting, does anybody else already has access to this new (beta ?) Version?

Luckily I am still on the stable version
2.2.23900 - 2.2.22636.26265250 (stable version of 2018)
and did not change to 
2.2.23900 - 2.2.29827.253289881 (broken version of 2019)

momentarily my Moment has the sw version: 2.2.31594.26265250