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Endless beosound moment issues. Please help.

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IA64
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IA64 posted on Thu, Dec 12 2019 5:03 PM

As mentioned in another post, I had a brand new moment but the screen had light bleeding so the dealer was more than kind to offer a  brand new " inspected " beosound moment.


Eagerly waiting to start it up at home, it was much of a disappointment.  The jukebox won't connect to server to check for updates. I tried to restore to factory settings but I was stuck at can't connect to Beoportal. 

I did a soft reset, it went into the configuration menu but the DLNA option is grayed out although both my TV and PC can see all available DLNA servers. 

 

I still cannot check for updates eventho I did a factory reset. I'm clueless and not sure what to do. The dealer is really far so can anybody assist me in troubleshooting the DLNA thing ? 

Also is it normal to have a jukebox with serial number : 0000000 ? 

 

 

 

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Fansastic
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The serials are not correct so I suspect the Moment is in some sort of test or store mode.

Do you have the B&O app or the Beotool app?

In the app you can select Moment and see if you are registered as owner. In the Beotool app you can see if the Moment has any issues and what serial it is.

I do not know of any test or store mode on the Moment. You also say you have done a factory setup. Do you use a wired connection to the sound hart? The jukebox must be connected to your wifi network to be able to communicate with your sound hart.

It might be the case that all your information is not synced because it cannot contact the Beo portal, and therefore does not give correct information. Beoportal can be down sometimes, I do not have problems at this moment.

So no straight fix for you unfortunately but with a little patience and faith I hope you will be set up properly in short time. Hope this helps
IA64
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IA64 replied on Thu, Dec 12 2019 5:40 PM

Unfortunately I don't have an iPhone so I cannot install the application you mentioned. I called the dealer he said leave the moment for a day on network it might be that the server is down.

 

However, I am not sure why I can't select DLNA. 

Fansastic
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Server down sounds logical

DLNA because your Moment is still not installed properly?

Can you play music from Deezer and TuneIn?
IA64
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IA64 replied on Thu, Dec 12 2019 6:13 PM

Fansastic:
Server down sounds logical

 

 

DLNA because your Moment is still not installed properly?

 

 

Can you play music from Deezer and TuneIn?

Yes it's playing music from Deezer but I noticed something written in the manual : 

 

SoundHeart Serial number setting.:

 

When the Main Processor module PCB01.2 is replace it comes with the serial number 00000000 that must be replaced with the serial number of the replaced Main Processor module (8 digits printed on label of the old PCB01.2). Do the following: - Replace PCB01.2, Main Process board with the new one. - Power On the BeoSound Moment. - Connect product to ServiceTool, using wired connection, see page 53. - Open SoundHeart > System Info menu and press Read Info to ensure connection is established. - Open SoundHeart > SoundHeart menu and press Read to read current serial number of the BeoSound Moment hub (SoundHeart).

 

 

Now I don't want to jump into conclusions but does it ring a bell ? 

Fansastic
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Seems you got a fixed unit from the dealer which was not completely setup properly. Think you will have to bring the Moment back to your dealer. My guess is that this is the reason you cannot connect to Beoportal, as this needs the serial to check you are the owner
IA64
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IA64 replied on Thu, Dec 12 2019 6:27 PM

But has the dealer the right to replace a brand new faulty unit with a repaired / refurbished one ? 

Fansastic
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IA64:

But has the dealer the right to replace a brand new faulty unit with a repaired / refurbished one ?

Sounds strange indeed, just call him tomorrow and ask him to explain! If you have a new jukebox with proper screen with no bleeding and new pcb and full warranty, I think you are ok, But if you bought a completely new Moment for full price I would insist on a new jukebox instead
Fansastic
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Question from my side, from what manual did you read the serial 0000 remark? Couldn’t find it in the online manual.
IA64
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IA64 replied on Thu, Dec 12 2019 7:09 PM

Fansastic:
Question from my side, from what manual did you read the serial 0000 remark? Couldn’t find it in the online manual.

There you go :

 

http://www.bang-olufsen-rivierenland.nl/wp-content/uploads/2015/04/30472829.pdf

Fansastic
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IA64:

There you go :

http://www.bang-olufsen-rivierenland.nl/wp-content/uploads/2015/04/30472829.pdf

👍🏻
IA64
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IA64 replied on Tue, Dec 17 2019 5:14 PM

OK some updates :  I sent the beosound moment to the dealer, they inspected it and said everything is now working fine. 

The moment is now connecting to beoportal, there's a serial number showing for the jukebox.

The problem if the DLNA is not solved yet. I cannot use DLNA and it's grayed out. 

The dealer has no clue; according to him, very few people use DLNA so he's not familiar with this issue.

Can anybody be kind enough to share with me the headache and assist me in finding out what's the deal with this dumb machine ?

Fansastic
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IA64:

OK some updates : I sent the beosound moment to the dealer, they inspected it and said everything is now working fine. The moment is now connecting to beoportal, there's a serial number showing for the jukebox. The problem if the DLNA is not solved yet. I cannot use DLNA and it's grayed out.

The dealer has no clue; according to him, very few people use DLNA so he's not familiar with this issue.

Can anybody be kind enough to share with me the headache and assist me in finding out what's the deal with this dumb machine ?

Good to hear your Moment problem #1 is solved. Regarding DLNA, could you please give more detailed information:

- what type op NAS are you using?

- is the NAS visible through the app?

- are both Moment and NAS on same network? (just checking)

If the app sees your DLNA NAS then the Moment should also. If the app cannot see the NAS then it is related to your network or the type of DLNA

The Moment is bashed by many but my experience with it is positive, not many issues.

Two known issues are problems with durability of the Jukebox (tablet) and currently there is a issue with gracenote which results in no artist covers for your DLNA content and no moodwheel function for DLNA (greyed out inner circle of the moodwheel). The first issue is the assumed reason for early EOL of the Moment, the latter issue is currently assessed by B&O and a update is due

mbolo01
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IA64:

The dealer has no clue; according to him, very few people use DLNA so he's not familiar with this issue.

I don’t see the link between low usage and feature not available ..... this is BS.

If the DLNA option is greyed out it is surely due to the fact that it is not enabled in the software and there is no option on the user side to turn it on, at least based on my Moment years of experience.

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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mbolo01:

I don’t see the link between low usage and feature not available ..... this is BS.

If the DLNA option is greyed out it is surely due to the fact that it is not enabled in the software and there is no option on the user side to turn it on, at least based on my Moment years of experience. BS Moment, BS Core, BS Ouverture, BG 4002, BS1, BL18, BL19, BL8000 + RCV1, A6, M5, M3, A1, P6 (tks Botty), H5, TR1

Mbolo, do you think that this needs to be corrected through the service tool?
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