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This is the second Archived Forum which was active between 1st March 2012 and 23rd February 2022
Recently moved house, during which my (previously working) Beosound Moment has been boxed up for a few months.
Setup in the new house, and it ran a software update, and now Deezer playback has an intermittent stutter on some tracks. Hard to pinpoint what causes it, and skipping a track 'cures' it as-it-were, however it's not an acceptable cure.
I remember reading that a recent software upgrade was causing this issue for others, but dispute searching I cannot find the relevant posts. Could someone point me to the right thread and whether this can be fixed. I seem to remember there might be a rollback request perhaps?
No DNLA sources, just Deezer HiFi, which has worked flawlessly for many months, the the Internet connection is uncontested and has plenty of capacity and low latency.
Many thanks in advance
Tom
I believe that the stuttering is usually associated in cases of an integrated setup with the Moment and a BeoVison/BeoSystem/ or NL/ML Converter.. The stuttering will ultimately result in no sound at all. You'll need to request from BeoCare a rollback to a previous software version. And please complain STRONGLY to BeoCare that this is still happening! It's truly inexcusable.
Thanks Beojeff - that makes sense.
The moment is (now) integrated with a BV11-55, sharing WISA speakers.
Will Beocare respond, even if the Moment is out of warranty I wonder?
Such a shame, having waiting so patiently for the v1.x software to finally be revved to v2 to fix so many of the launch issues, it was finally a stable and usable system that met expectations.
T
The general release version of the software still hasn't been fixed. In addition to the stuttering I've noticed that it's not picking up new additions to my collection (on a Mac Pro running Twonky).
Last night I went to listen to an album on Deezer only for it to only play the first 30 seconds of each track. Then I switched over to DLNA thinking I'd get lucky and it started stuttering immediately. In the end I just turned everything off.
andy_js:Last night I went to listen to an album on Deezer only for it to only play the first 30 seconds of each track.
BS Moment, BS Core, BG 4002, BC 4500, BS1, BL18, BL19, BL8000 + RCV1, A6, M5, M3, A1, P6 (tks Botty), H5, TR1
hostler: Thanks Beojeff - that makes sense. The moment is (now) integrated with a BV11-55, sharing WISA speakers. Will Beocare respond, even if the Moment is out of warranty I wonder? Such a shame, having waiting so patiently for the v1.x software to finally be revved to v2 to fix so many of the launch issues, it was finally a stable and usable system that met expectations. T
BeoCare should not be able to get off the hook from responding to you just because the unit is out of warranty. This isn't a situation where the hardware has failed. The reason for the problem is that B&O made changes in the software that have rendered the unit useless.They don't seem to be interested in fixing the problem that they've created. We need to keep making a lot of noise to get their attention.
Same story for me as well. Beocare's response was to contact my dealer.
After waiting in vain for a fix to this problem from B&O, Last Monday I finally cracked and contacted them through the 'Contact Us' page on their website, using the webform option.
On the page entitled 'Submit a question to our support team' there is the option to select 'Complaint' In the Category dropdown box: I selected this, then gave them an explanation of my problem, mentioned that I was aware others were affected, stated that I thought the situation unacceptable for all Moment users, and finished by requesting a rollback.
After a few days of emails and further queries about my setup, my software was rolled-back to 2.2.31594.26265250 on Friday. B&O followed it up swiftly with a personal message and a short survey - a result I was ultimately happy with.
So far no further problems playing Deezer/Tunein from my 2014 Moment to ML sources via the ML/NL Converter; I just wish I had contacted them sooner.
Perhaps raising a Complaint this way is how to get a prompt solution from B&O?
Just did the same thing as Beocat47. Fingers crossed they will answer shortly.
I'm still waiting for BeoCare to respond. I have supplied my Serial Number and SW version, and they have escalated to "the Back Office" to see if this is possible.
To be fair, this moment is only used occasionally, so I'm not in a burning rush ... but it all feels a bit disjointed and unconnected on their end.
If I do manage to get a rollback, I'll disable auto-updates for a very long time indeed.
Will let you all know how I get on
Hello all
the customer care replied that they suggested to contact my dealer so he can proceed with the roll back of the software. They said that it can be done over the internet but in order to avoid any complications that might come up it is better to take the moment to the dealer to proceed with the roll back
andy_js:A per customer rollback is a cop-out and piss-poor way of doing things. They should roll back everyone’s software until they get their Q/A figured out. We wouldn’t tolerate this from any other company and quite frankly my patience has worn out.
I totally agree.
Totally agree.
My rollback has been agreed by Beocare. I'm travelling at that the moment (ha!) so I can't verify if it's happened or not, but will update the thread when i'm back.
Current b and o Products
beosound 5 encore, beolabs 6000, beogram 4500, playmaker mk1
Beocat47: After waiting in vain for a fix to this problem from B&O, Last Monday I finally cracked and contacted them through the 'Contact Us' page on their website, using the webform option. On the page entitled 'Submit a question to our support team' there is the option to select 'Complaint' In the Category dropdown box: I selected this, then gave them an explanation of my problem, mentioned that I was aware others were affected, stated that I thought the situation unacceptable for all Moment users, and finished by requesting a rollback. After a few days of emails and further queries about my setup, my software was rolled-back to 2.2.31594.26265250 on Friday. B&O followed it up swiftly with a personal message and a short survey - a result I was ultimately happy with. So far no further problems playing Deezer/Tunein from my 2014 Moment to ML sources via the ML/NL Converter; I just wish I had contacted them sooner. Perhaps raising a Complaint this way is how to get a prompt solution from B&O?
Would you be kind enough to tell me the software version of you sound heart and software version of the "tablet" you run without problems?
Thanks
Update from me ...
After a long wait, Beocare agreed to roll me back too ... and this seems to have fixed the issue.
I played continuous Deezer streamed media for 3-4 hours last weekend, with no stuttering. Same general conditions, and some the same albums too.
According to my Moment the versions I'm running are:
2.2.2.3900
2.2.31594.26265250
I've disabled auto-update and will continue to monitor, but for now I am happy.
However, I have fallen foul of the fallout between TuneIn and the BBC, and have lost my favourite BBC stations on the Radio service ... but that's not B&O's fault exactly ... but very annoying nonetheless!
Hope helpful
Hi hostler! factory reset the Beosound Moment and it should work fine after.
Hi Tassos,
Yes - My Jukebox application build is 2.2.2.3900, and my Soundheart is currently running software version 2.2.31594.26265250; everything has remained very stable since the rollback when joining the Moment from both NL and ML devices.
I'm just sorry to hear that B&O seem to be offering this on a case-by-case basis. I'd be inclined to go back to Beocare and demand an explanation as to why some customers such as myself can get a working solution within five days, whilst others are directed towards their dealer without a satisfactory answer. Unless they offer a good explanation for some technical reason, I wouldn't be happy at all.
Best of luck in the meantime.
Beocat47: Hi Tassos, Yes - My Jukebox application build is 2.2.2.3900, and my Soundheart is currently running software version 2.2.31594.26265250; everything has remained very stable since the rollback when joining the Moment from both NL and ML devices. I'm just sorry to hear that B&O seem to be offering this on a case-by-case basis. I'd be inclined to go back to Beocare and demand an explanation as to why some customers such as myself can get a working solution within five days, whilst others are directed towards their dealer without a satisfactory answer. Unless they offer a good explanation for some technical reason, I wouldn't be happy at all. Best of luck in the meantime.
Thanks for the reply. It is funny that I am running the same version with you on the jukebox but a different on the soundheart (I run 2.2.29827.253289881). When I try to update I get a message that my moment is up to date! I will contact the dealer tomorrow.
Thanks a lot
Tassos:Thanks for the reply. It is funny that I am running the same version with you on the jukebox but a different on the soundheart (I run 2.2.29827.253289881). When I try to update I get a message that my moment is up to date! I will contact the dealer tomorrow
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 !
It seems B&O still haven’t pushed a fix. I cannot believe they treat customers like this.