Ultra and Tidal Playback stopping in the middle of songs.

[Zphvrq]

Hey everyone,

So far we are loving our Ultras but we are noticing that many times will put a playlist together and it will just stop playing in the middle.

This is a behavior we used to get from our Sonos and I was hoping that would not be the case with the Wiim Ultra.

We have eight units playing simultaneously and they all stop at the same time so there's something happening at the operating system level it seems.

Most of my units are plugged in through Ethernet and a couple of them are with Wi-Fi connections.

All of them are 1 GB switches, they have about 100 MB download speed from the internet which is not been having any struggles during the day I checked my speed test and it's always a full speed.

Has anyone else experienced this problem with tracks stopping randomly in the middle of a playlist and what have you done to solve it?

Again this is coming off of title but we've also experienced the same thing when we're playing music off of our local NAS drive.

Jeff

 

[Zphvrq]

I am still having this problem after the last firmware update?

Is anyone else having playback problems with Tidal playback skipping or stopping for no reason?

My family is getting tired of having to restart playlists with 30-40 songs over and over throughout the day.

This is getting to be less reliable than my old Sonos. Never thought I would say this but might return these Ultras while I still can, wait for 1 more year, then try again.

This is supposed to be a STREAMING device not a SKIP AND STOP DEVICE.

I really wished a Wiim expert support person could just jump on my network (with permission of course) and simply observe and diagnosis this problem in real time.

These 48-96 hour email cycles are now getting frustrating and the worst part is they are not getting fixed.

Remorsefully,

Jeff

 

[WiiM Support]

Hi Jeff,

We apologize for the inconvenience. Please allow us a few more days to address the issues using your diagnostic logs. We're doing our best to resolve this for you. In the meantime, could you please toggle the Preferred DNS setting in the WiiM Home App? To do this, go to the Device tab, tap the settings gear icon, select Network Status, and then Preferred DNS.

Thank you for your assistance and patience!

 

[Zphvrq]

The setting is currently on I'm assuming when you say toggle it do you mean turn it off.

It would be massively more helpful if you clearly stated if you want it on or if you want it off.

Or if you expect it to change state to the opposite State not knowing what it's in currently?

For your information all of the devices have it turned on I will turn it off.

Jeff

 

[WiiM Support]

The setting is currently on I'm assuming when you say toggle it do you mean turn it off.

It would be massively more helpful if you clearly stated if you want it on or if you want it off.

Or if you expect it to change state to the opposite State not knowing what it's in currently?

For your information all of the devices have it turned on I will turn it off.

Jeff

Hi Jeff,

Sorry for the confusion. I meant for you to turn the setting off if it’s currently on. Some ISPs don't work well with Google DNS (8.8.8.8), which is used when this option is enabled. Please give it a try and see if it helps.

 

[Zphvrq]

It's all done and we are testing it now.
As I mentioned IPv6 was also on and I turned that off as I don't think I'm using that here.

 

[WiiM Support]

It's all done and we are testing it now.
As I mentioned IPv6 was also on and I turned that off as I don't think I'm using that here.

Thank you. If you encounter any further issues, please send us another feedback ticket. Our engineers are actively working on resolving these problems.

 

[WiiM Support]

Hi Jeff,

Our engineers identified the issue in your devices, caused by a software bug that occurs with super-fast networks (we're impressed!). We’ll be rolling out a firmware fix within the next 24-48 hours, and your device will be whitelisted for the update. Please stay tuned! Thank you again for your assistance and patience.

 

[85mk7]

Having the same or a similar issue...

Music stops random when playing Tidal Playlists - No matter If chosen from the Tidal App or even direct from the Touchscreen of the unit (Tidal preset Playlist)

Sometimes it runs for about 15min... Sometimes for 1-2 hours but there is frequently a point when the unit stops stremaing without any reason.

Any ideas how to troubleshoot?

 

[harkpabst]

Having the same or a similar issue...

Music stops random when playing Tidal Playlists - No matter If chosen from the Tidal App or even direct from the Touchscreen of the unit (Tidal preset Playlist)

Sometimes it runs for about 15min... Sometimes for 1-2 hours but there is frequently a point when the unit stops stremaing without any reason.

Any ideas how to troubleshoot?

Same answer as in the other thread: Well likely to be a Tidal server issue in your region.

If you want WiiM to look into it, "send feedback" to them through the WiiM Home app (not through the website) right after the issue has happened.

 

[Zphvrq]

We are having the same issue.
We have added Roon to the mix of technologies and I just assumed it was something that I was never going to get fixed until somebody at the company's got together but I do agree it is mostly Tidal related.

We have not found any solution to make this better except for to wait like a zombie until somebody fixes it.

Would you like to join us.
Jeff

PS: somebody with a simple system who's experiencing the problem should post the case to WiiM.

 

[85mk7]

Same answer as in the other thread: Well likely to be a Tidal server issue in your region.

If you want WiiM to look into it, "send feedback" to them through the WiiM Home app (not through the website) right after the issue has happened.

This problem occours also with Spotify or plexamp - so this can't be the tidal server problem from yesterday evening i mentioned in another thread.

The other problem was also completely different, stuttering, lagging and so on.

But what i describe in this thread means that the playback completely stops - and doesn't resume anymore. This happens sometimes only.

I know that the Ultra can normally resume a stream when a connection get lost - it reastablish when being online again... But not in this case... Internet is fine - Playback stops at some point and doesn't reastablish...

My TV is connected by HDMI ARC - May it send a signal irritiating the audio stream or anything like this... That's what i could Imagine as a possible error.

Like linked here... I got a Sony (non OLED) TV

B

Post in thread 'ARC stops music'

Oct 5, 2024

Some TV’s “call home” regularly checking for updates and whilst the screen does not turn on the ARC HDMI port become live and thus waking up other equipment attached. As DRC says Sony sets are particularly bad with this.

• BEE

 

[WiiM Support]

Hi Jeff, 85mk7

Please send us a feedback ticket, and we’ll address this issue promptly to help resolve it as soon as possible. We apologize for any inconvenience caused!