B & O Moment drops network connection (I think)

16 replies
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delboyuk2508 (archived2)
Bronze
21 posts
Posted September 26, 2020 at 10:03 GMT
#2144157

Hi

Every so often I turn on our Moment and whatever I want to listen to keeps "pulsing" and no sound comes from speakers, I remove the back and reconnect to the network, sometimes this works and we are back to normal. Sometimes it doesn't work and I have to turm the power off and back on again, it then asks to be reconnected to the network or re-establish a connection to the network, sometimes this works. Worst case senario is I have to do a factory reset to get it to work again.

We are currently using "Powerline Adaptors" I will try swapping them with the ones we use for our TV Youview box and see what happens, I will post back after testing.

If anyone else has had this fault I would be interested to hear what you did to cure it.

Cheers

SE
Seanie
Bronze
1550 posts
Posted September 26, 2020 at 11:47 GMT
#2144158
Good morning

Perhaps for a test you could connect it with an ethernet cable directly to your Router and see if you have the same problems.

Or try resetting your Router or WiFi devices sometimes the network can be buggy
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delboyuk2508 (archived2)
Bronze
21 posts
Posted September 26, 2020 at 13:34 GMT
#2144159

Unfortunately thats not practical hence the powerline adaptors, I have swapped them for now will wait and see what happens.

mbolo01
mbolo01
Bronze
2046 posts
Posted September 26, 2020 at 17:06 GMT
#2144160
delboyuk2508 wrote:

Unfortunately thats not practical hence the powerline adaptors, I have swapped them for now will wait and see what happens.

By experience, Powerline adapters require regular restart to gain full bandwidth back. Don’t yo have a software to check your PL status and errors?

What you describe looks like quality or bandwidth issues.

Location: Brittany - France

My B&O Icons:

Beoremote-Beo4.png Beoremote-Beo4.png
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Beosound-Moment.png Beosound-Moment.png
Beoplay-P6.png Beoplay-P6.png
Beoplay-M5.png Beoplay-M5.png
Beoplay-M3.png Beoplay-M3.png
Beoplay-H3.png Beoplay-H3.png
Beoplay-Beosound1.png Beoplay-Beosound1.png
Beoplay-A6.png Beoplay-A6.png
Beoplay-A1.png Beoplay-A1.png
Beomaster.png Beomaster.png
Beolab-18.png Beolab-18.png
Beogram-400x.png Beogram-400x.png
LA
laseralex
Bronze
254 posts
Posted September 27, 2020 at 05:49 GMT
#2144161

Try the BeoTool app to see what it reports for Network quality:

https://apps.apple.com/us/app/beotool/id1068472522

My B&O Icons:

Beosound-Stage.png Beosound-Stage.png
Beosound-Moment.png Beosound-Moment.png
Beosound-Level.png Beosound-Level.png
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D(
delboyuk2508 (archived2)
Bronze
21 posts
Posted September 27, 2020 at 10:17 GMT
#2144162

Unfortunately we don't do Apple products here its either Android or PC, is there another tool I can try?

mbolo01
mbolo01
Bronze
2046 posts
Posted September 27, 2020 at 11:47 GMT
#2144163
delboyuk2508 wrote:

Unfortunately we don't do Apple products here its either Android or PC, is there another tool I can try?

So I understand your PL adapters don’t have an associated software to configure and control them?

Location: Brittany - France

My B&O Icons:

Beoremote-Beo4.png Beoremote-Beo4.png
Beotime.png Beotime.png
Beosound-Moment.png Beosound-Moment.png
Beoplay-P6.png Beoplay-P6.png
Beoplay-M5.png Beoplay-M5.png
Beoplay-M3.png Beoplay-M3.png
Beoplay-H3.png Beoplay-H3.png
Beoplay-Beosound1.png Beoplay-Beosound1.png
Beoplay-A6.png Beoplay-A6.png
Beoplay-A1.png Beoplay-A1.png
Beomaster.png Beomaster.png
Beolab-18.png Beolab-18.png
Beogram-400x.png Beogram-400x.png
D(
delboyuk2508 (archived2)
Bronze
21 posts
Posted September 28, 2020 at 13:49 GMT
#2144164

Nah they are just plug n play. Since swapping them over everything seems to be behaving at the moment, it could be that they have reset themslves when I unplugged them and plugged them back in.

I will post back in a couple of weeks with my update or sooner if it starts playing up again.

Cheers

D(
delboyuk2508 (archived2)
Bronze
21 posts
Posted October 2, 2020 at 18:22 GMT
#2144165

Well thought it was ok but it is still playing up I have tried various ways to get it to work and it is only after reconnecting the network does it start working again it seems like the jukebox is not communicating with the sound heart or vise versa.

I swapped the powerline adaptors with our tv Youview box and they are still swapped, the tv works fine.

anybody had the same fault

mbolo01
mbolo01
Bronze
2046 posts
Posted October 2, 2020 at 20:03 GMT
#2144166
delboyuk2508 wrote:

it seems like the jukebox is not communicating with the sound heart or vise versa.

Without details about your network setup, I guess the JukeBox communication path to the SoundHeart is:

Jukebox — WiFi Access point — Ethernet switch/router — Powerline adapter — mains circuit — Powerline adapter — SoundHeart

Which can be erratic if (1) WiFi communication is not good, (2) Powerline communication is not good, (3) both.

If you don’t have a software to manage the Powerline adapters, or to analyze your network, you could use ping tests to check if the network has some weaknesses.

I would place a laptop computer in the same room than the Moment, WiFi 2.4 gHz connected to the same WiFi access point than the JukeBox and I would ping the SoundHeart IP address.

If you see big variance in timings, packet drops, over a 60s text, then you may have network issues impacting your Moment music experience.

You could also do the same kind of test by connecting the laptop computer where the SoundHeart is and ping your default router (usually the ISP box)

Just ideas

Location: Brittany - France

My B&O Icons:

Beoremote-Beo4.png Beoremote-Beo4.png
Beotime.png Beotime.png
Beosound-Moment.png Beosound-Moment.png
Beoplay-P6.png Beoplay-P6.png
Beoplay-M5.png Beoplay-M5.png
Beoplay-M3.png Beoplay-M3.png
Beoplay-H3.png Beoplay-H3.png
Beoplay-Beosound1.png Beoplay-Beosound1.png
Beoplay-A6.png Beoplay-A6.png
Beoplay-A1.png Beoplay-A1.png
Beomaster.png Beomaster.png
Beolab-18.png Beolab-18.png
Beogram-400x.png Beogram-400x.png
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