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Help! - No sound from Beolab 19 playing from Moment

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Henrik
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Henrik Posted: Sat, Jun 3 2017 8:10 PM

Hi! I have a problem that I'm hoping to get help from this awesome forum to sort out. First: My set-up consists of a Beosound Moment connected by WiSA to a pair of Beolab 18s and a Beolab 19. Up until now, everything has worked as it should.

While we had some work done in our home the speakers spent a few days disconnected from power and covered by plastic. Yesterday I put them back and plugged them in. The 18s are working as they used to, but I'm getting no music at all from the Beolab 19.

I suspect there is nothing wrong with the 19. It lights up fine when I connect it to power, the lights behave (change colour, flash etc.) in the same way as the lights on the 18s, the Moment finds it when I scan for speakers, and it even emits the low-pitched hiss it should when I press "locate speaker". But it just doesn't play music. The only sound I've heard from it the past two days is that "locate speaker" hissing.

It's more as if the Moment doesn't distribute music to it.

I've tried the following things: Restart the Soundheart (button on the back), restart the Jukebox (paperclip), rescan for speakers, change channel from "subwoofer" to "none" and back again, plug out (and in again) all the speakers, reset (with button) all the speakers. I've tried all this several times and in various combinations and orders. Still nothing.

All help is greatly appreciated! I miss the lower half of my music... Sad

-h.

 

zerocool143
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Why not reset the beolab 19 then pair it again with the beosound moment. It might solve your problem

Henrik
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Henrik replied on Sun, Jun 4 2017 9:09 AM
Hi! Thanks for the tip. However, I've already tried it, several times, and it didn't change anything.

I can add full factory reset of the Moment to the list of things I've tried, btw. Didn't help. Indifferent

Some strange behaviour encountered: After having tried to reset the speakers a few times in a row they seem to suddenly go into some kind of state of denial where they no longer are listed with their names on the Moment, but where every speaker is listed as "other". I can still choose left or right channel for them when this happens, but they are silent when I press "locate speaker" as well as if I play something. This has happened three times or so, but seems to just pass over by itself if I leave them for a while, like overnight. Then they are listed as Beolab 18/19 again, and functions normally, except for no music in my 19...

-h.
Norwin
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Norwin replied on Mon, Jun 12 2017 6:03 PM

Hi Henrik, did you resolve your problem as I have same issue. Already found my setup very bass light last weeks. Are you using beta software for the Moment? I am using 2.1.10841.102458418 software version. Might be related?

Regards,

Norwin

Beosound Halo, Beosound Core 2x, Beosound 1, Beosound M3 3x, Beolab 18, 19, 12-1, 4000, Beoplay H7, A1, Almando Multiplay Surround Switch

 

Henrik
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Henrik replied on Mon, Jun 12 2017 8:10 PM

Norwin:

Hi Henrik, did you resolve your problem as I have same issue. Already found my setup very bass light last weeks. Are you using beta software for the Moment? I am using 2.1.10841.102458418 software version. Might be related?

Hi! Sorry to hear you have the same issue. I'm not running beta, but the latest non-beta software. 2.1.somethingsomething. 

Not resolved yet, but hopefully getting there. Beocare thinks my Beolab 19 is in need of a firmware upgrade, so there's a technician coming tomorrow to update both my Beolab 19 and my 18s (as a precautionary measure) to the latest version. I must admit, I have no idea which version is the latest, and I have no idea which version my speakers currently have.

I can tell you tomorrow if it worked. 😬🤞🏻

As an interim solution my dealer has let me borrow a powerlink cable, and that worked. Not a good solution, but at least I have bass while I wait for the software upgrade.

-h.

Norwin
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Norwin replied on Tue, Jun 13 2017 6:02 AM

Hi Henrik, crossing my fingers it works for you. If it does I'll contact my dealer as well so he can update mine. Did you connect the Powerlink cable directly from the 19 into the moment or one of the Beolab 18 speakers? 

Regards,

Norwin

Beosound Halo, Beosound Core 2x, Beosound 1, Beosound M3 3x, Beolab 18, 19, 12-1, 4000, Beoplay H7, A1, Almando Multiplay Surround Switch

 

Henrik
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Henrik replied on Tue, Jun 13 2017 9:05 AM

I connected the 19 directly to the Moment by cable, while the 18s were connected via WiSA. I had to move the 19 to the back of the room to do it. It actually didn't even occur to me that I might have connected the 19 to one of the 18s. 🤔 Maybe that would've been better. I thought the 19 didn't sound as good when I connected it the way I did, but at least I got sound from it and as it was a temporary measure I haven't spent much time to sort it out. I thought it included more of the midtone frequencies than I'm used to, and sounded a bit out of touch with the 18s. That might also just be due to the change in placement I suppose. And I'm not sure that I got the left/right settings correct.

Oh, well. In two hours or so I should have it back on wireless anyway. 🤞🏻

-h.

Henrik
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Henrik replied on Tue, Jun 13 2017 7:36 PM

No luck so far. He came, he upgraded the firmware on all my speakers, and... the problem persisted. 😬

At least, he agrees with me that the problem must be in my Moment. He's ordered a new jukebox and will get back to me when he has it.

The technician told me that I had the oldest sw-version on all my speakers. I didn't know. The main difference in the old and new sw-version is related to the WiSA-connection, he told me, but speakers not playing at all, like my 19, is not a common problem. Rather, the newer software fixes intermittent dropouts. I've had a few of them as well. Maybe I'll be rid of those then, once I finally get my 19 up and running again...

-h.

Norwin
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Norwin replied on Tue, Jun 13 2017 8:05 PM

Hi Henrik, sorry to hear that it did not work out for you. Got note from the B&O dev team that there is a special beta soundheart release which might solve the issue. Waiting to get that assigned to me so I can test which will then probably be Thursday as I have to travel tomorrow. Will feedback on results when I have tested. 

Regards,

Norwin

Beosound Halo, Beosound Core 2x, Beosound 1, Beosound M3 3x, Beolab 18, 19, 12-1, 4000, Beoplay H7, A1, Almando Multiplay Surround Switch

 

Henrik
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Henrik replied on Tue, Jun 13 2017 8:27 PM

Exciting! Looking forward to hear if that resolves your issue then. I'll probably not have any news by thursday. Travel safe!

Norwin
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Norwin replied on Thu, Jun 15 2017 1:35 PM

Hi Henrik, started exiting when I can home yesterday late and an update was available as promised. So updated, rebooted and waited till this morning while I did not want to wake up my family with a loud bass yesterday evening Smile

Tried this morning. Unfortunately still no bass to hear on my BL19 and B&O is looking further into it.

To be continued....

 

 

 

 

Regards,

Norwin

Beosound Halo, Beosound Core 2x, Beosound 1, Beosound M3 3x, Beolab 18, 19, 12-1, 4000, Beoplay H7, A1, Almando Multiplay Surround Switch

 

Henrik
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Henrik replied on Thu, Jun 15 2017 11:19 PM

Sorry to hear that you had no luck either. I haven't heard anything more from the service technician yet. Nice to have the forum, though. We can keep each other updated on our progress, or lack thereof. 😁

A strange fault, anyway. And I cannot believe we are the only ones with this problem. Must be a bug or a glitch introduced in the latest Moment software, or something like that.

-h.

mbolo01
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mbolo01 replied on Fri, Jun 16 2017 10:55 AM
Henrik:

And I cannot believe we are the only ones with this problem.

I'm sorry that you face such problems.

For now I'm not impacted. My Moment has the 2.1 software and my BL 18 and 19 are behaving normally, all WISA connected

BS Moment, BS Core, BG 4002, BC 4500, BS1, BL18, BL19, BL8000 + RCV1, A6, M5, M3, A1, P6 (tks Botty), H5, TR1

Henrik
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Henrik replied on Fri, Jun 16 2017 12:04 PM

mbolo01:

I'm sorry that you face such problems.

For now I'm not impacted. My Moment has the 2.1 software and my BL 18 and 19 are behaving normally, all WISA connected

My setup worked well after I upgraded to 2.1 as well. Trouble began after my speakers were disconnected from the Moment for several days. Maybe the problem affects only the setup process of new speakers? A bug in the setup-process? And that speakers that are already connected when upgrading to 2.1 continue to work fine?

It would be awesome if anyone would be willing to test this hypothesis by disconnecting/resetting their 19s and connecting them again. However, I don't think I would be willing to try that myself. 😁

-h.

 

mbolo01
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mbolo01 replied on Fri, Jun 16 2017 6:23 PM

Henrik:
I don't think I would be willing to try that myself.

I'm always tempted to do such crazy things .... but I'll wait for Lyle to be back in the discussions, and then why not. I always wondered how BL18 sounds without a Subwoofer, the occasion, unless I loose the BL 18 too :-)

What I can say is that recently reassigned my speakers, not a "from scratch" setup but a speaker discovery/channel assignment operation that worked fine.

Stupid question: have you checked in the sound settings if bass was not set to the minimum by accident?

BS Moment, BS Core, BG 4002, BC 4500, BS1, BL18, BL19, BL8000 + RCV1, A6, M5, M3, A1, P6 (tks Botty), H5, TR1

Henrik
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Henrik replied on Fri, Jun 16 2017 7:25 PM
mbolo01:

Stupid question: have you checked in the sound settings if bass was not set to the minimum by accident?

That's a perfectly legit question! Big Smile

And yes, the sound settings should be correct, with medium bass level like I've always used.

-h.
Norwin
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Norwin replied on Fri, Jun 16 2017 7:36 PM

My sound setting are same like Henrik and ok. Made a video yesterday of the scanning speakers part where this returns Other instead of BL's as speakers. Have send to B&O so they can see how the light reacts on the speaker which is green, then red and simply stops where normally it would flash green again after the red part as I can remember. Lyle is aware btw.

Have connected a cable now till resolved so I have my bass back.

Regards,

Norwin

Beosound Halo, Beosound Core 2x, Beosound 1, Beosound M3 3x, Beolab 18, 19, 12-1, 4000, Beoplay H7, A1, Almando Multiplay Surround Switch

 

Henrik
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Henrik replied on Tue, Jun 20 2017 12:42 PM
I had a visit from the service technician again today. He swapped the jukebox for a new one. Still nothing, and the error persists. No change.

So, my current hypothesis, that the technician also holds:

Either the 2.0 or the 2.1 Moment software introduced an error that leaves already connected speakers unaffected but that affects the setup of new wireless speakers. Makes the Moment intermittently unable to recognise speakers, making them appear as "other" in the setup, with no sound, and also makes the Moment permanently unable to single out a signal to a Beolab 19.

Great that Lyle is aware. We can hope for this to be fixed in 2.2 then. I'm mailing BeoCare later today, to keep waiving a flag.

-h.
Norwin
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Norwin replied on Mon, Jun 26 2017 6:31 PM

Hi Henrik, thanks. Haven't heard anything anymore from B&O after my last mail and follow up. Guess its waiting now till we hear anything. Will update when I have more news.

Regards,

Norwin

Beosound Halo, Beosound Core 2x, Beosound 1, Beosound M3 3x, Beolab 18, 19, 12-1, 4000, Beoplay H7, A1, Almando Multiplay Surround Switch

 

Henrik
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Henrik replied on Fri, Jun 30 2017 8:59 AM

Hi again!

Latest update from my part: Beocare has confirmed that they were able to replicate the fault, and they are working on a solution. From what I can understand it is indeed a problem that was introduced with recent upgrades (2.x) to the Moment.

I asked to be included in the beta programme as it would perhaps give me a solution as early as possible, and a few days ago I got the following message: "Hi Henrik, The latest SoundHeart 2.2.11677 is now released to you. Unfortunately it does not seems to fix the BL19 issue yet." I have upgraded to this version and verified to B&O that it indeed does not fix the problem.

So. Nothing yet. Progress is hopefully being made in Denmark, and I'll wait for the next beta release again. At least I know for sure that they are aware, they have been able to replicate it and they are working on it.

-h.

 

mbolo01
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mbolo01 replied on Fri, Jun 30 2017 2:38 PM
Henrik:

The latest SoundHeart 2.2.11677 is now released to you

2.2 ? Did i miss something ?

BS Moment, BS Core, BG 4002, BC 4500, BS1, BL18, BL19, BL8000 + RCV1, A6, M5, M3, A1, P6 (tks Botty), H5, TR1

Norwin
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Norwin replied on Fri, Jun 30 2017 6:44 PM

Henrik:

Hi again!

Latest update from my part: Beocare has confirmed that they were able to replicate the fault, and they are working on a solution. From what I can understand it is indeed a problem that was introduced with recent upgrades (2.x) to the Moment.

I asked to be included in the beta programme as it would perhaps give me a solution as early as possible, and a few days ago I got the following message: "Hi Henrik, The latest SoundHeart 2.2.11677 is now released to you. Unfortunately it does not seems to fix the BL19 issue yet." I have upgraded to this version and verified to B&O that it indeed does not fix the problem.

So. Nothing yet. Progress is hopefully being made in Denmark, and I'll wait for the next beta release again. At least I know for sure that they are aware, they have been able to replicate it and they are working on it.

-h.

Hi Henrik, I'm at same beta version and it did not work for me either. Happy to hear they confirmed to be able to replicate the issue. Hope my video helped them out a little bit.

Regards,

Norwin

Beosound Halo, Beosound Core 2x, Beosound 1, Beosound M3 3x, Beolab 18, 19, 12-1, 4000, Beoplay H7, A1, Almando Multiplay Surround Switch

 

Norwin
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Norwin replied on Fri, Jun 30 2017 6:46 PM

mbolo01:
Henrik:

 

The latest SoundHeart 2.2.11677 is now released to you

 

 

 

2.2 ? Did i miss something ?

Hi Mbolo, youre not missing anything. This version does not add new functionality (at least I did not find anything new) but it shows they work in the background on getting a new release in place with bugfixes. Hope it will add some new functionality as well  :-)

 

 

Regards,

Norwin

Beosound Halo, Beosound Core 2x, Beosound 1, Beosound M3 3x, Beolab 18, 19, 12-1, 4000, Beoplay H7, A1, Almando Multiplay Surround Switch

 

mbolo01
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mbolo01 replied on Fri, Jun 30 2017 6:54 PM
Norwin:

youre not missing anything

Thanks Norwin. For me 2.2 is the path to proper large library management, reason why I can’t wait. I asked Lyle to include me in the 2.2 beta cycle as I’ve been one of the first 2.1 testers, but looks like the message was not passed to the crew. I sent them an email today, wait and see.

BS Moment, BS Core, BG 4002, BC 4500, BS1, BL18, BL19, BL8000 + RCV1, A6, M5, M3, A1, P6 (tks Botty), H5, TR1

Norwin
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Norwin replied on Fri, Jun 30 2017 7:29 PM

mbolo01:

Thanks Norwin. For me 2.2 is the path to proper large library management, reason why I can’t wait. I asked Lyle to include me in the 2.2 beta cycle as I’ve been one of the first 2.1 testers, but looks like the message was not passed to the crew. I sent them an email today, wait and see.

Fair point. Hope it resolves your issues. Not using DLNA myself but can imagine the people who have want those continued scanning issues resolved

Regards,

Norwin

Beosound Halo, Beosound Core 2x, Beosound 1, Beosound M3 3x, Beolab 18, 19, 12-1, 4000, Beoplay H7, A1, Almando Multiplay Surround Switch

 

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Sully replied on Mon, Jul 3 2017 10:37 PM

Thanks everybody for sharing

As I said in the Moment 2.x thread, I’m also concerned with the same issue. Good to hear that B&O is working on it.

 

Sully - Beosound Moment - 2 x Beolab 18 - Beolab 19

Sully
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Sully replied on Tue, Jul 4 2017 9:40 PM

Beocare suggest I go to my dealer to downgrade the firmware and disabling the auto update feature until an update is available. They also warn me about wisa connection issues between some Moment and the Beolab 19 (in this case, the only solution is to use a wired connection between them).

Sully - Beosound Moment - 2 x Beolab 18 - Beolab 19

Henrik
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Henrik replied on Tue, Jul 4 2017 10:07 PM
Thanks for the info! Sounds familiar. Sad

No mention of when that might be? Are we talking "within a few weeks" or "hopefully in 2017"? Huh?

-h.
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Norwin replied on Fri, Jul 28 2017 6:14 PM

Henrik:
Thanks for the info! Sounds familiar. Sad

 

No mention of when that might be? Are we talking "within a few weeks" or "hopefully in 2017"? Huh?

-h.

 

8 weeks and counting :-(

Regards,

Norwin

Beosound Halo, Beosound Core 2x, Beosound 1, Beosound M3 3x, Beolab 18, 19, 12-1, 4000, Beoplay H7, A1, Almando Multiplay Surround Switch

 

Henrik
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Henrik replied on Wed, Aug 2 2017 10:02 AM
There! Mine is functioning again! Big Smile

Got home from three weeks of vacation yesterday night. I had followed the forum with half an eye while I was away, so I knew there was a software update waiting for me, but I didn't expect it to solve anything. Updated the Moment right away but waited until today to try anything as it was really too late to start playing music.

Today I disconnected the PL cable, switched the Beolab 19 to wireless and tried to connect it again. Came onboard on the first try! So now I've moved it back to where it used to stand. Happy as anything!

Here's the software I'm currently running.

-h.

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Hiort replied on Wed, Aug 2 2017 1:50 PM
Henrik:

There! Mine is functioning again!

Got home from three weeks of vacation yesterday night. I had followed the forum with half an eye while I was away, so I knew there was a software update waiting for me, but I didn't expect it to solve anything. Updated the Moment right away but waited until today to try anything as it was really too late to start playing music.

Today I disconnected the PL cable, switched the Beolab 19 to wireless and tried to connect it again. Came onboard on the first try! So now I've moved it back to where it used to stand. Happy as anything!

Here's the software I'm currently running.

-h.

GreatBig Smile

Happy for you.

I have also updated, but I have no current problems with my Moment.

 

 

 

 

Livingroom: BL3, BL11, BV11-46 Kitchen: Beosound 1 GVA, Beocom 2 Bathroom: M3 Homeoffice: M3, Beocom 2  Library: Beosound Emerge, Beocom 6000 Bedroom: M5, Essence remote  Travel: Beoplay E8 2.0, Beoplay EQ, Beoplay Earset

Henrik
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Henrik replied on Wed, Aug 2 2017 7:08 PM

Hiort:

GreatBig Smile

Happy for you.

The joy was short lived, alas. It worked this morning, but when I returned home in the afternoon after having been away for a few hours I noticed that only one of the 18s were playing. No right channel, and no sub. Tried to connect everything again, but was met with the familiar problem of all speakers being listed as "other" and none of them playing a sound. A few hours later that problem went away, like it usually does, and I have sound in my Beolab 19 again. But now my right 18 refuses to play anything and behaves very much like the 19 did: It is discoverable and plays the "locate speaker" sound, but no music. Tried resetting, rescanning, on/off...

Don't really know what to say. I'm tempted to believe that this is too much to just happen coincidentally. It's like I'm on candid camera. Just waiting for Geoff Martin to jump out from behind the couch with a microphone and say "Haha! We really had you there!" or something...

-h.

Hiort
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Hiort replied on Wed, Aug 2 2017 7:16 PM
Henrik:

The joy was short lived, alas. It worked this morning, but when I returned home in the afternoon after having been away for a few hours I noticed that only one of the 18s were playing. No right channel, and no sub. Tried to connect everything again, but was met with the familiar problem of all speakers being listed as "other" and none of them playing a sound. A few hours later that problem went away, like it usually does, and I have sound in my Beolab 19 again. But now my right 18 refuses to play anything and behaves very much like the 19 did: It is discoverable and plays the "locate speaker" sound, but no music. Tried resetting, rescanning, on/off...

Don't really know what to say. I'm tempted to believe that this is too much to just happen coincidentally. It's like I'm on candid camera. Just waiting for Geoff Martin to jump out from behind the couch with a microphone and say "Haha! We really had you there!" or something...

-h.

Boy... that must be disappointing Surprise

Have you tried a total reset, now when you got the new firmware?

 

 

 

 

Livingroom: BL3, BL11, BV11-46 Kitchen: Beosound 1 GVA, Beocom 2 Bathroom: M3 Homeoffice: M3, Beocom 2  Library: Beosound Emerge, Beocom 6000 Bedroom: M5, Essence remote  Travel: Beoplay E8 2.0, Beoplay EQ, Beoplay Earset

Hiort
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Hiort replied on Wed, Aug 2 2017 7:23 PM
I realize I have a later firmware than you since I'm on the beta track

 

 

 

 

Livingroom: BL3, BL11, BV11-46 Kitchen: Beosound 1 GVA, Beocom 2 Bathroom: M3 Homeoffice: M3, Beocom 2  Library: Beosound Emerge, Beocom 6000 Bedroom: M5, Essence remote  Travel: Beoplay E8 2.0, Beoplay EQ, Beoplay Earset

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Hi Henrik, maybe something in the software of the soundheart? I noticed that we are on the same software update (first part of numbers), but different software version of the soundheart:

I do not participate on the beta testing group.

Might be notting but just in case. Good luck and hopefully a solution is at hand shortly!

BV Harmony 65 / Eclipse 55 / BL 50 / 19 / 18 / BS 2 all brass

BV Horizon 48 / V1 40 / BL 17 / Beoplay S3 all black

V1 / BL 3 / BS Essence MKII / Beoplay A3 all white

BS Moment / BS 3000 / BS 3200 / BL 400 all silver

Headphones / bluetooth speakers / BLC NL-ML / BLGateway

I know…B&O virus has grown on me ! 

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Norwin replied on Wed, Aug 2 2017 8:04 PM

Hiort:
I realize I have a later firmware than you since I'm on the beta track

 

 

Im also on the beta track and have same version as Henrik but different to yours and have same problems as Henrik. Which by the way others also have as mentioned in the moment beta thread. Weird that you have a different version than us but maybe on purpose? 

Regards,

Norwin

Beosound Halo, Beosound Core 2x, Beosound 1, Beosound M3 3x, Beolab 18, 19, 12-1, 4000, Beoplay H7, A1, Almando Multiplay Surround Switch

 

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mbolo01 replied on Wed, Aug 2 2017 9:06 PM
FYI, since 2.2 update I have lost my BL 19 too, now powered off, and the sound quality on the BL 18 is very bad with high quality source.

BS Moment, BS Core, BG 4002, BC 4500, BS1, BL18, BL19, BL8000 + RCV1, A6, M5, M3, A1, P6 (tks Botty), H5, TR1

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Henrik replied on Thu, Aug 3 2017 10:51 PM

Henrik:

But now my right 18 refuses to play anything and behaves very much like the 19 did: It is discoverable and plays the "locate speaker" sound, but no music. Tried resetting, rescanning, on/off...

Ok, after a bit more of experimenting:

There is definately not anything wrong with any of the speakers. The problem has to do with the "channels" being broadcasted over WiSA by the Moment. Okay, we knew that from beforehand. But this confirms it:

I tried switching both my BL18s to play the left channel. Then they both came alive, playing the left channel. Then I tried setting both of them to play the right channel. Then they both went silent. It is the right channel that is silent, not the right speaker...

-h.

mbolo01
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mbolo01 replied on Fri, Aug 4 2017 12:22 PM
Henrik:

It is the right channel that is silent, not the right speaker

If you power off your BL19 and only setup your BL18s as left/right, you come with a working temporary setup, at least it works for me.

The remaining issue with this temporary setup is the sound quality when playing HQ tracks .... continuous background noise.

Can anyone confirm the above so I feel less alone?

BS Moment, BS Core, BG 4002, BC 4500, BS1, BL18, BL19, BL8000 + RCV1, A6, M5, M3, A1, P6 (tks Botty), H5, TR1

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Norwin replied on Fri, Aug 4 2017 5:58 PM

Hi Mbolo, my 18 speakers are configured using left channel only. I still have my 19 connected using cable but it act more like a normal speaker instead of a sub I feel. Can confirm the background noise.

 

 

Regards,

Norwin

Beosound Halo, Beosound Core 2x, Beosound 1, Beosound M3 3x, Beolab 18, 19, 12-1, 4000, Beoplay H7, A1, Almando Multiplay Surround Switch

 

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