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Beosound Moment: Stuttering Playback

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hostler
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hostler posted on Wed, Sep 4 2019 8:22 PM

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

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beojeff
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Verified by hostler

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.

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Paul cheacker
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My story is since last Thursday I notic my moment had the b and o logo in the screen and i cant do nothing, cant enter the menu even taking off the back panel. What is going on with b and o.

Current b and o Products

beosound 5 encore, beolabs 6000, beogram 4500, playmaker mk1

Tassos
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Tassos replied on Wed, Oct 9 2019 11:35 AM

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

hostler
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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

 

 

 

 

beoewok
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Hi hostler! factory reset the Beosound Moment and it should work fine after. Smile

 

Beocat47
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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.

 

 

Tassos
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Tassos replied on Thu, Oct 10 2019 4:34 PM

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

mbolo01
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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

Interesting indeed as I was on the beta track and the latest version for my SH is also 2.2.29827.253289881. Looks like others have had more recent versions, if higher numbers mean more recent .... which is usually the case.

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

Fansastic
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After my rollback (or upgrade) I’m also on 2.2.31594.26265250 version.

No more Multiroom problems, now only new problem with DLNA not working with inner circle on the moodwheel and problems with artist images not showing for local DLNA
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