Lines on ultra display

[Swan55]

Hello,

Our Ultra arrived earlier in December.

There are two lines displayed on our screen and we'd appreciate your advice.

Please see the enclosed photograph below :-

1. a horizontal green line towards the top of the display which is always there. Can it be turned off ?

2. a thin vertical line near the right hand side of the display, which is also ever present and looks to me like a faulty screen ? Your thoughts please.

thanks in advance

 

[Burnside]

Try switching it off and back on again to see if that helps.

However, it does look like a faulty screen so I'd contact your retailer and pursue a repair or a replacement. Dropping a line to WiiM via the more/ feedback section in the app detailing the fault (include your screenshot) along with details of your purchase won't do any harm either

 

[Swan55]

Try switching it off and back on again to see if that helps.

However, it does look like a faulty screen so I'd contact your retailer and pursue a repair or a replacement. Dropping a line to WiiM via the more/ feedback section in the app detailing the fault (include your screenshot) along with details of your purchase won't do any harm either

Thanks Burnside,

Is the horizontal green line also a 'fault' or is it a normal 'feature' ? thx

 

[Burnside]

Thanks Burnside,

Is the horizontal green line also a 'fault' or is it a normal 'feature' ? thx

I don't see either line on my Ultra touchscreen

 

[Swan55]

Interesting, and many thanks.

As an aside, when an image is displayed on the screen, does it ever 'fill' the display space ?
The only images i've ever seen (album art or radio station graphics) only seem to fit the middle bit, leaving a blank area on both sides.

 

[hgo58]

when an image is displayed on the screen, does it ever 'fill' the display space ?
The only images i've ever seen (album art or radio station graphics) only seem to fit the middle bit, leaving a blank area on both sides.

It depends on the image dimensions and what you have configured for the Playback Screen.

 

[Burnside]

Interesting, and many thanks.

As an aside, when an image is displayed on the screen, does it ever 'fill' the display space ?
The only images i've ever seen (album art or radio station graphics) only seem to fit the middle bit, leaving a blank area on both sides.

Typical result since the album art is generally square and the screen is a landscape rectangle. If it expanded the album art to fill the screen it would either be distorted or cropped, neither of which would be desireable I'd say

 

[Swan55]

Typical result since the album art is generally square and the screen is a landscape rectangle. If it expanded the album art to fill the screen it would either be distorted or cropped, neither of which would be desireable I'd say

I agree.
I'll experiment with some different album art and see how things go.
thx

 

[Swan55]

It depends on the image dimensions and what you have configured for the Playback Screen.

thanks hgo58,

i'll look into the playback screen options.

 

[Swan55]

Burnside,

Following your earlier advice, I :-

1. contacted Wiim (via e-mail) and they have created ticket no 524977. I will post back here on any meaningful developments, but I suspect it is nothing other than a hardware fault, which saddly, does sometimes happen; and

2. I contacted the reseller (amazon uk) who are already arranging a refund. It was via an online chat, they did not want to see the picture "we trust our customers", unfortunately they could not offer a replacement unit - only a full refund; and also unfortunately they could not allow me to repurchase at the original discounted price (from early December) - which is a crying shame as it was a meaningful discount and it looks as though we'll have to pay full price.

Therefore many thanks for all your help.

The 'green line' was there from new, and we thought it was a normal feature - although it was beginning to get on my nerves. I hoped that there was an option somewhere to turn it off.
The other vertical line appeared sometime afterwards, and once you've seen it - you cannot unsee it !

thx

 

[Burnside]

Burnside,

Following your earlier advice, I :-

1. contacted Wiim (via e-mail) and they have created ticket no 524977. I will post back here on any meaningful developments, but I suspect it is nothing other that a hardware fault, which saddly, does sometimes happen; and

2. I contacted the reseller (amazon uk) who are already arranging a refund. It was via an online chat, they did not want to see the picture "we trust our customers", unfortunately they could not offer a replacement unit - only a full refund; and also unfortunately they could not allow me to repurchase at the original discounted price (from early December) - which is a crying shame as it was a meaningful discount and it looks as though we'll have to pay full price.

Therefore many thanks for all your help.

The 'green line' was there from new, and we thought it was a normal feature - although it was beginning to get on my nerves. I hoped that there was an option somewhere to turn it off.
The other vertical line appeared sometime afterwards, and once you've seen it - you cannot unsee it !

thx

If you bought it from amazon uk, it was probably from the WiiM store there - I'd plead your case directly with them tbh

@RyanWithWiim - anything you guys can do here? Thx

 

[Swan55]

If you bought it from amazon uk, it was probably from the WiiM store there - I'd plead your case directly with them tbh

@RyanWithWiim - anything you guys can do here? Thx

I cannot now be sure which particular Amazon screen I was on at the time of purchase, but my invoice does say "sold by Linkplay Technology Inc" if that makes any difference ?

 

[Burnside]

I suspect under UK consumer law that you're entitled to a repair or replacement within the first six months especially if you say the defect was there from day one. It seems unfair that you'd be left out of pocket due to such a fault if you were to repurchase. Amazon front line support all too often take the easy way out - for them.

 

[Burnside]

I cannot now be sure which particular Amazon screen I was on at the time of purchase, but my invoice does say "sold by Linkplay Technology Inc" if that makes any difference ?

Yeah, that's the "WiiM Store" afaik

 

[Swan55]

Try switching it off and back on again to see if that helps.

However, it does look like a faulty screen so I'd contact your retailer and pursue a repair or a replacement. Dropping a line to WiiM via the more/ feedback section in the app detailing the fault (include your screenshot) along with details of your purchase won't do any harm either

To be honest I thought the green line was an intentional feature, as it was present from day 1; I cannot remember the faint vertical line until sometime later.
It is our normal practice to switch most electrical items off for overnight, so that action has been (inadvertently) performed quite a few times (albeit not every time).
However, it is amazing how often such a tactic works with modern hardware and software, so many thanks for the suggestion.

 

[Swan55]

WOW - that was quick !!

I've received an email from support@wiimhome.com 6 Feb at 06:35 and copied to operation-team@linkplay apologising for the situation and asking for order and address details so that a replacement can be sent asap.

I've replied with the details requested and we'll see how things transpire.

(I'm assuming that a 'replacement' will be a brand new unit, and not a previously returned and repaired unit.)

So far = very impressive, not least the superb assistance from this forum. Thanks to everyone.

 

[Burnside]

WOW - that was quick !!

I've received an email from support@wiimhome.com 6 Feb at 06:35 and copied to operation-team@linkplay apologising for the situation and asking for order and address details so that a replacement can be sent asap.

I've replied with the details requested and we'll see how things transpire.

(I'm assuming that a 'replacement' will be a brand new unit, and not a previously returned and repaired unit.)

So far = very impressive, not least the superb assistance from this forum. Thanks to everyone.

Good result

Under law, I think a refurbished unit is considered to be the same as a new replacement. In my experience, refurbished units are as good as new and have the additional benefit of having been fully tested before repackaging so I personally wouldn’t be concerned.

 

[Swan55]

Hello,

Well, having posted our inquiry here on only Wednesday afternoon, we've just taken delivery of a replacement Ultra directly from Wiim !

Fantastic service.

New unit now installed and fully configured etc.

No extraneous lines visible anywhere.

I assume that @RyanWithWiiM was involved and will send him a separate DM.

A big thank you to everyone, especially Burnside.

Have a good weekend.

 

[QuarryHunslet]

Hello,

Well, having posted our inquiry here on only Wednesday afternoon, we've just taken delivery of a replacement Ultra directly from Wiim !

Fantastic service.

New unit now installed and fully configured etc.

No extraneous lines visible anywhere.

I assume that @RyanWithWiiM was involved and will send him a separate DM.

A big thank you to everyone, especially Burnside.

Have a good weekend.

Thanks for the update.

 

[RyanWithWiiM]

Hello,

Well, having posted our inquiry here on only Wednesday afternoon, we've just taken delivery of a replacement Ultra directly from Wiim !

Fantastic service.

New unit now installed and fully configured etc.

No extraneous lines visible anywhere.

I assume that @RyanWithWiiM was involved and will send him a separate DM.

A big thank you to everyone, especially Burnside.

Have a good weekend.

Only minimally! Glad you're all sorted out or will be soon.