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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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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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beojeff
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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.

andy_js
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I’m stuck in the same boat waiting for B&O to push a fix. While I could get in touch with them and get them to roll it back to an older version (a hassle I should have to deal with for a product costing nearly 2 grand) I’d rather they just pulled their finger out and got on with it.
hostler
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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

andy_js
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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.Super Angry

mbolo01
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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.

Looks like all Moment users are facing this issue. Just do a Deezer logout/login in your Moment setup and it will be ok.

Note: there is currently a Gracenote issue, B&O should be working on a resolution. Symptom: if you refresh/reset your libraries you may end up with no artist image on the tiles (except for the ones managed by yourself if you use the expert mode) and the Moodwheel inner ring is not functional.

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

beojeff
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beojeff replied on Tue, Sep 17 2019 11:22 AM

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.

Tassos
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Tassos replied on Tue, Sep 17 2019 12:03 PM

Same story  for me as well. Beocare's response was to contact my dealer.

Beocat47
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Beocat47 replied on Wed, Sep 18 2019 11:19 AM

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?

Tassos
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Tassos replied on Wed, Sep 18 2019 2:05 PM

Just did the same thing as Beocat47. Fingers crossed they will answer shortly.

hostler
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hostler replied on Fri, Sep 20 2019 10:35 AM

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

 

 

Tassos
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Tassos replied on Fri, Sep 20 2019 5:45 PM

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
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andy_js replied on Fri, Sep 27 2019 12:35 AM
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.
Tassos
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Tassos replied on Fri, Sep 27 2019 7:18 AM

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.

hostler
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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

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