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 wrote:

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.

Tom

Beocat47 wrote:

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

Tom

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 wrote:

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