Eclipse: No sound when listening to Deezer or networked NAS (hardware problem or software problem?)

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Martin Posted: Thu, Apr 5 2018 1:19 PM

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Hi,

After recent software upgrade I have a serious problem when listening to Deezer or using my connected NAS with the B&O-app.

Some times I get no (2.0-channel) sound at all. When I go into the "sound-info"-menu I says 0.0 (sound input) when i should say 2.0.

So the inbuilt streaming function in the soundcenter dont send out any sound. When this happens I must put the power off and I have also made a "factory-reset" of the sound center. But it happens again. Some times it works several days but suddenly the sound stops coming and the "sound-info"-menu in the TV says 0.0 (=no sound input to the soundcenter at all!),.

Have anyone had this problem when listening to music with deezer or a NAS with the B&O-app?

I am afraid that there is some issue with the soundcenter. My dealer had not heard any problem like this before.

Best Regards
Martin

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Stan replied on Fri, Apr 6 2018 4:49 AM

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I have not experienced this problem.  It does switch to the default speakers when switching between music (deezer, Nas) and TV. 

Stan

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Ruud replied on Fri, Apr 6 2018 3:04 PM

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Martin:

Hi,

After recent software upgrade I have a serious problem when listening to Deezer or using my connected NAS with the B&O-app.

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Martin replied on Fri, Apr 6 2018 4:12 PM

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Hi, I have made a total factory reset and now it works. I hope it will do so more days and not just today when I did the reset.

I think it is a software bug in the tv. If it was a hardware failure it should not work even with a factory reset.

best regards

Martin

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Ruud replied on Sat, Apr 7 2018 9:46 AM

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Martin:

Hi, I have made a total factory reset

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Martin replied on Sat, Apr 7 2018 12:15 PM

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Hi Beofan67,

have you changed Soundmodes from ”MUSIC” to ”Custom”? I have got this problem Since I have tried different soundmodes. Maybe a coincindent that my ”no sound” problem occured Since I tried different soundmodes.

Best regards

martin

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Stan replied on Sat, Apr 7 2018 2:43 PM

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After working fine all yesterday afternoon, this morning dlna, Tune-In, Spotify and Deezer no longer produce any sound.  I have not used any custom soundmodes.  The LG music app still worked for dlna.

Unplugging and re-plugging fixed it. Definitely a software issue :( 

Stan

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Martin replied on Sat, Apr 7 2018 10:40 PM

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Hi Stan, I have reported the issue to Beocare. Please do it you too so they fix the problem. The more people WHO reports problems the faster BO make a fix.

best regardds

Martin

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Martin replied on Thu, Apr 12 2018 11:58 AM

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Hi, Since friday (soon a week) my Eclipse works at it should. Last Friday I made a total factory reset (the second time) and the Deezer sound output och "music" from my NAS works as it should.

BUT: I have NOT switched the sound-mode from "music" to "custom" this time. That is why I think that the software bug is in the software for the soundcenter. When switching to Custom the Trueimage processor is OFF and maybe here is the sw-bug. So when switching the Truimage-processor from ON to OFF and ON again then the sound will stopp working when listering to music thru the B&O-app.

I think here is the answer to the problems I have had. It is i pitty that I dont can use the Eclipse Sound-mode Custom because this is the most "pure" 2.0-channel sound you get from the eclipse (accoring to the Technical sound guide).

So: I recommend no one with the Eclipse to switch sound-mode from "music" to "custom" and then back again to "music". You will loose the sound. It still works with all Video-sources but the sound when listening to music with the B&O-app will dissapear.

If someone is brave with their Eclipse, please try make the switch and then put the TV in standby.

After some minutes start the TV with the B&O-app and listen to Deezer. Do you have sound comming from your connected speakers or not?

Best Regards
Martin

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Stan replied on Thu, Apr 12 2018 3:09 PM

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Martin,

I think I said this above, but I have experienced this problem without ever switching into "custom" mode.  All I did was have it run DLNA and Deezer all afternoon (~4 hrs), and then watched TV, and the next morning Music didn't work.  I've listened to DLNA and Deezer for short periods (20-30 min) without problem.  This is the first time I listened for hours.  I did report it to BeoCare, but there has been no follow-up aside from "we've received your report and are looking into it".  I don't listen to music on my Eclipse very often so I will try your test.

Stan

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Martin replied on Fri, Apr 13 2018 4:59 AM

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Thanks Stan. I am looking forward to hear from you when you have made the ”test”.

best Regards

Martin

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Moifou replied on Fri, Apr 13 2018 8:23 AM

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Good morning

i was Eclipse user for 3 months. But after constant issue with stability and sound issues i decided to return it back. 

Honestly i really don’t understand the level of masochism I had. Spend 10000 euros on a TV that requires constant updates. Hangs crashes and support just acknowledge receival of email. I am used to a different premium products customer service. 

I still have old BeoVision in my house, but no more new BO products until company gets back on track of making premium products and premium support

phil

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Martin replied on Fri, Apr 13 2018 3:45 PM

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Hi Moifou,

Exactly what Issues did You have? Can you describe them more in detail (just interested).

I am especially interested in what issues You had which was sound-related.

Best Regards
Martin

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poodleboy replied on Fri, Apr 13 2018 4:24 PM

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Moifou:

Good morning

i was Eclipse user for 3 months. But after constant issue with stability and sound issues i decided to return it back. 

Honestly i really don’t understand the level of masochism I had. Spend 10000 euros on a TV that requires constant updates. Hangs crashes and support just acknowledge receival of email. I am used to a different premium products customer service. 

I still have old BeoVision in my house, but no more new BO products until company gets back on track of making premium products and premium support

phil

Soon you'll be able to buy a BeoPlay P6 for 399. Tried and true chinese quality internals and sophisticated polystyrene used in all other BeoPlay devices that you can test at your dealer and buy from (and return to) Amazon. Plus you have plenty of B&O employees or contractors trolling all the forum boards and social media so they know what goes wrong. Quality service and quality support for the new generation. And ONLY slightly higher than the HomePod which has no battery. You got out cheap. 

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Stan replied on Fri, Apr 13 2018 7:20 PM

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Martin:

Thanks Stan. I am looking forward to hear from you when you have made the ”test”.

Hi Martin,

Using the "custom" sound mode did not reproduce the problem for me.  I turned the TV on using the remote, selecting "Music", navigated to "sound" and selected "custom".  Listened for a few minutes.  Turned it off using remote.  Had lunch.  Turned it on using the app, and no problem.  I did it again (turned on Music, selected sound/"custom"), let it play for a few minutes, then watched TV for a couple hours, then turned off, then turned on this morning with the app, and again no problem.

One difference may be that I only have a BeoLab 2 connected.  I do not have other external speakers.  It does sound a bit different when I select "custom" so it is doing something.

Stan

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Stan replied on Fri, Apr 13 2018 7:36 PM

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Moifou:

i was Eclipse user for 3 months. But after constant issue with stability and sound issues i decided to return it back. 

To offer an alternative experience, I've also owned my Eclipse for about 3-4 months, and this is the first issue that I've had with it, and it's happened once, and I'm having a difficult time making it happen again.  We like it very much.  It's the first new B&O product I've bought in a while that doesn't make me feel like a "beta-tester".

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Mikipidia replied on Sat, Apr 14 2018 12:18 AM

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Moifou:

Honestly i really don’t understand the level of masochism I had. Spend 10000 euros on a TV that requires constant updates. Hangs crashes and support just acknowledge receival of email. I am used to a different premium products customer service...but no more new BO products until company gets back on track of making premium products and premium support

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Martin replied on Mon, Apr 16 2018 12:41 PM

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Hi,

I got the "sound-problem" back yesterday afternoon. When should start Deezer with the BO-app then NO SOUND. I looked at the sound menu in the TV and it says: SOUNDINPUT 0.0 and SOUNDOUTPUT 2.0.

So the soundcenter DO have a softwarebug that make the sound dissapear when starting up the TV. There is no problem when it works from start. BUT it happens random some times when I start up the TV with the B&O-app (Deezer or "Music" with my NAS).

I have tried to figure out if there is something I do that is wrong. But I can not see anything I do that is wrong.

I have made 3 factory reset last week and pulled out and in the powersocket 5 times last two weeks. When this problem occur then it does not go "back" so there is sound when playing Deezer or "music".

Best Regards
Martin

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Stan replied on Mon, Apr 23 2018 5:05 PM

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I received an email a few days ago from BeoCare indicating this problem will be fixed in a software release "very soon".

Stan

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Martin replied on Mon, Apr 23 2018 8:27 PM

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Hi Stan, I have also got this answer from Beocare. Right now I have no sound at all when listening to Deezer and I dont want to do anymore factory resets. I am hoping for a fix this week.

Martin

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BeoET replied on Mon, Apr 23 2018 9:52 PM

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I hope the new sw fixes our “No picture” / black screen as well, though I’m worried that it don’t. I got a message from B&O customer service saying that they couldn’t help me with the black screen error, and that I needed to contact our local B&O dealer. He will come home to us on Friday. 

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Martin replied on Fri, May 11 2018 9:04 AM

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I still have problems with "No sound when listening to Deezer or NAS".

Last week I have to do 2 factory resets to make it work again!!!!

I also got a message from Beocare that says that the software fix will come within 2 weeks.

It has now gone two months since this problem occured. I bought my Eclipse 29th of January and it worked perfect in one month. In the beginning of March a new software came (1.4.xxxx) and then this ussue occoured. Since I listen to Deezer (thru the B&O-app) and my NAS very much (every day) this is a great problem. I hope they fix this problem soon!!!!

/Martin

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Stan replied on Fri, May 11 2018 7:47 PM

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I got an email from BeoCare last week that said in part:

"I can inform you that we have released a service software (1.5.21241)  which we believe will resolve the issue you describe. I thus kindly refer you to contact your Bang & Olufsen dealer"

I haven't had a chance to contact my dealer, and I'm a little hesitant to try a software upgrade that doesn't seem to be widely released yet.

Stan

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Martin replied on Sat, May 12 2018 9:40 PM

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Hi Stan,

I check with my dealer regarding this service software. I maybe try it.

/Martin

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Martin replied on Tue, May 15 2018 4:58 AM

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Hi Stan,

I got yesterday the new software 1.5.2141 to my Eclipse. So far it works very good and no problems yet regarding not geting any sound when starting Deezer or NAS MUSIC.

There are some new features how to re-arrange the Sources for the Tv-Button and MUSIC-Button for Beoremote one.

Best Regards

Martin

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Martin replied on Tue, May 15 2018 4:58 AM

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Hi Stan,

I got yesterday the new software 1.5.2141 to my Eclipse. So far it works very good and no problems yet regarding not geting any sound when starting Deezer or NAS MUSIC.

There are some new features how to re-arrange the Sources for the Tv-Button and MUSIC-Button for Beoremote one.

Best Regards

Martin

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Stan replied on Wed, May 16 2018 3:21 AM

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Thanks Martin.  I guess I will give it a try, too.

Stan