Constant play/pause

[SoFluffy]

My Ultra is having an issue where the Play/Pause button is being triggered by itself. When trying to stream a 3 minute song, it will do this 30-40 times. Even if not playing music, I can see the LED on the Play/Pause button lighting up as if the button is being pushed. I have hard rebooted but have not attempted a factory reset yet. The Ultra is on the latest official firmware. Ticket has been opened. Has anyone else experienced this?

The funny thing is that I think I haven’t ever pushed that button except for maybe the day I unboxed it. Video attached.

 

[Wiimer]

My Ultra is having an issue where the Play/Pause button is being triggered by itself. When trying to stream a 3 minute song, it will do this 30-40 times. Even if not playing music, I can see the LED on the Play/Pause button lighting up as if the button is being pushed.

When the issue occurs, does the LED on the volume knob dim or brighten slightly? (From your description, I guess it does.)

If the LED brightness remains unchanged, the problem is likely occurring on the screen. If the brightness does change, it may be due to some error causing the play button on the volume knob (or remote) to remain pressed.


In the former case:
Clean the screen, unplug the power cable, and leave it disconnected for at least ten minutes. (Though unlikely, discharging the unit might resolve it.)

In the latter case:
Attempt to re-pair the remote. Also, check the remote's battery level and try replacing the batteries with new ones.

If the issue not solved, please await a response from our support team. Should you attempt a factory reset, please save screenshots of the EQ settings and other relevant screens to facilitate recovery.

 

[SoFluffy]

Thanks @Wiimer, my R2 Meta brother! When I power cycled before, I pulled cord, but only for maybe 10 seconds. I then left it unplugged for a few hours, and now I’ve made it through 7 songs of an album and no issues.

As for the remote - it’s hiding in the original box and has never once been used. (I’m probably an oddball here that I have never touched my Ultra’s touch screen until a few moments ago, have never clicked the play/pause button (until today after it was having issues), and have never used a remote on any of the 4 WiiM devices in my house.)

I’ll cross my fingers that this was a random bug that hopefully doesn’t resurface. Thanks again!

 

[Wiimer]

Thanks @Wiimer, my R2 Meta brother! When I power cycled before, I pulled cord, but only for maybe 10 seconds. I then left it unplugged for a few hours, and now I’ve made it through 7 songs of an album and no issues.

As for the remote - it’s hiding in the original box and has never once been used. (I’m probably an oddball here that I have never touched my Ultra’s touch screen until a few moments ago, have never clicked the play/pause button (until today after it was having issues), and have never used a remote on any of the 4 WiiM devices in my house.)

I’ll cross my fingers that this was a random bug that hopefully doesn’t resurface. Thanks again!

Glad that's sorted, brother
Is there anything nearby the Ultra that generates static electricity?

 

[SoFluffy]

Intersting you ask. The issue popped up again today but now I may have a pattern. When this happened originally, I had a powered up laptop sitting on top of my Ultra. I had that same laptop there today, and after a few hours the issue happened again. Removing the laptop doesn’t change anything immediately.. So I am thinking that this may just be the Ultra overheating. I have removed the laptop and will check in a couple hours if the issue is still happening.

 

[Mr Ee]

What temperatures are shown using the following?

https://<your wiim ip address>/httpapi.asp?command=getStatusEx

Edit: hmm, just ran that myself and I can't see the temp info. Either it's no longer there or I need to look harder. Or I used the wrong command?
Maybe it only works on the amps?

Edit 2: From v. brief tests, Amps and Sound report temp, but not others including the Audio Pros. Maybe the Sub does?

 

[SoFluffy]

I was wondering too if there was a way to display the temp. But the bad news is that after letting it cool down for multiple hours the issue is still happening, so not sure if temperature is the issue. When I removed the laptop I put my hand on top of the Ultra and it didn’t seem overly warm. I guess twice makes coincidence and 3 times would make a pattern... I did not leave it unplugged like last time, but rather just rebooted then lit it sit, with ambient temperature of about 60°F/15.5°C (in my garage turned office space).

I’ll be out of town until Sunday so won’t be able to experiment more until then. If anyone knows how to query the temp via the API, that would be very useful. I suppose I could actually test this remotely since the Windows app allows direct IP access across VPN, and I can just start a track and see if it pauses, then unpauses, then pauses, then…

 

[HansD-NL]

I did not leave it unplugged like last time, but rather just rebooted then lit it sit, with ambient temperature of about 60°F/15.5°C (in my garage turned office space).

Maybe it is to cold? (brrr, 15,5C)

 

[SoFluffy]

Update: No issues Monday, no issues Tuesday until... Later Tuesday evening after I was done working, I came back to my garage/office and there was music playing. I waited, and it paused, then played back and forth like it had been. No laptop sitting on top or anything specific I can think of to cause this.

@HansD-NL - I almost wonder if the colder ambient temperature is actually the issue opposed to overheating. Maybe it's too cold? I can't make sense of it. Once this triggers, the only "fix" is seemingly to leave it unplugged for 1+ hours, then it's fine again, at least for a while. Of course while unplugged it gets colder than most folks' ambient room temps. I have even wondered if that colder temp is causing condensation while heating up, but that seems far-fetched because I'd expect any potential condensation to happen in that first hour or so and wouldn't be as prevalent multiple hours after usage. (It went from Monday morning until Tuesday evening to trigger on this last repro.)

• I need to follow-up on my support ticket and see if there is anything that can be gleaned from logs/telemetry.
• There was a firmware update this morning so I ran that. We'll see if by chance anything changes there on this behavior.
• And then anticipating my Ultra is partially broken with no potential fix (and no longer under warranty), I went ahead and ordered a new one with the Black Friday sale going on.

 

[HansD-NL]

Good luck. Maybe it is indeed condensation and as a result causes the touch-screen to misbehave. Garages and other rooms that are left unheated (all or most of the time) in winter will cause harm to devices, bikes and tools is my experience. I had rust between the voicecoil and the magnet of a subwoofer once because of it for instance. It was done for and needed a new woofer then.

 

[Wiimer]

Update: No issues Monday, no issues Tuesday until... Later Tuesday evening after I was done working, I came back to my garage/office and there was music playing. I waited, and it paused, then played back and forth like it had been. No laptop sitting on top or anything specific I can think of to cause this.

@HansD-NL - I almost wonder if the colder ambient temperature is actually the issue opposed to overheating. Maybe it's too cold? I can't make sense of it. Once this triggers, the only "fix" is seemingly to leave it unplugged for 1+ hours, then it's fine again, at least for a while. Of course while unplugged it gets colder than most folks' ambient room temps. I have even wondered if that colder temp is causing condensation while heating up, but that seems far-fetched because I'd expect any potential condensation to happen in that first hour or so and wouldn't be as prevalent multiple hours after usage. (It went from Monday morning until Tuesday evening to trigger on this last repro.)

• I need to follow-up on my support ticket and see if there is anything that can be gleaned from logs/telemetry.
• There was a firmware update this morning so I ran that. We'll see if by chance anything changes there on this behavior.
• And then anticipating my Ultra is partially broken with no potential fix (and no longer under warranty), I went ahead and ordered a new one with the Black Friday sale going on.

It's a shame it hasn't been resolved yet.

This may be a silly question, but would the result be the same if you turned the screen off?

Does the same problem occur with other inputs or other sources?

 

[RyanWithWiiM]

Definitely follow up on the support ticket. You could always test if it's the environment by moving it to another room temporarily.

 

[SoFluffy]

Update: After the latest firmware push, the issue was still there. However, the next morning, my Ultra had apparently factory reset itself. Weird… I set it up again. Since then, the issue hasn’t happened! No other changes environmentally. I wish I had a more definitive answer here, but I’m happy it’s been stable. I’ll report back if the issue reappears.

Thanks WiiM community!

 

[HansD-NL]

Update: After the latest firmware push, the issue was still there. However, the next morning, my Ultra had apparently factory reset itself. Weird…

Well that's not only weird, I think that's alarming (factory reset itself) and looks like a hardware fault. In my opinion and experience in such cases with similar devices it's time for an exchange/refund.

I set it up again. Since then, the issue hasn’t happened! No other changes environmentally. I wish I had a more definitive answer here, but I’m happy it’s been stable. I’ll report back if the issue reappears.

Thanks WiiM community!

 

[moo369]

Do you have a bluetooth device connected? I have a pair of headphones that recognise when you take them on and off and pause/play automatically. Sometimes, they get confused about whether they're on or off my head, and I get the exact same symptoms. Admittedly that's with a laptop rather than a Wiim, but I suspect the result would be the same with either.