[Cp]

Hello eveyone,

I’ve been surfing this forum already for a while trying to find a solution, but until now I could not find a complete answer on my problem. Maybe I should also mention that I hardly have any experience on this subject. and I actually bought my B&O product under the idea that it would be plug and play and I would not have to worry to much about it so I could just enjoy soem wonderfull music… I So here’s my story:

I’m trying to connect a new set (show room model) of Beolab 20 speakers to a new ( out of the box) beosound core. I started of with making the connection from te core with a power link cable and a B&O power link splitter so I only have 1 power link cable to each speaker. I connected the core to the internet cable and than plugged the speakers and the core into the main power supply. The core was initially flashing blue and then turned amber (as it should). I opened the B&O app en could emmediately find the core so I made connection with it.

Going through the process on the app I’m asked if I want to use chromecast which I switched on. In the next screen the B&O app shows me the apps on my phone that use Chromecast. I press the icon of spotify, press play and the B&O Logo’s on the speaker light up and music starts playing. It couldn’t have gone any better! At least that’s what I was thinking for 2-3 mins. after which suddenly the music shuts down, the light from the logo’s on the speaker went out and … nothing!

Since then I removed the core from the B&O app en tried installing it 10-20 times, did resets on the speakers and the core (in every order that you can possibly think of) remove the app completely, reinstall everything, no result until now. I also tried to connect the powerlink without the splitter in between. I always end up in the same situation: Spotify and B&O show that I’m connected to the core and that music is playing, but the speakers are not switched on (logo’s are not producing light) so I don’t hear any music.

What’s strange to me is that in the setup procedure from B&O I should first connect to the core with bluetooth and go through the setup in the App. But if I do not plug in the internet cable I cannot connect with the core. On top of that I have the feeling that a reset of the core is not fully working, If I press the reset button on the bottom for 10s there doesn’t change anything with the indication light. Also if I disconnect and reconnect everything the blue flashing light never comes up it’s always from the start (except from the first initial setup) flashing very slowly amber.

I’m also wondering what the use if of the two other buttons at the bottom of the core, pressing those also doesn’t give any change.

At the moment I do not know how to proceed/what to try next and I hope one of the many experts on this forum can help me with that.

 

Thanks a lot in advance

[checkler]

 

Through the B&O app, have you tried “Troubleshoot” and/or “Reboot” for the Core?

Also, is the Core’s software up to date? I believe that the latest version in the US is “v2.0.47943.

Have you disconnected the mains from both the Core and Lab 20’s and waited a minute or two before reconnecting and going through the set up process?

I am assuming that since your Lab 20’s are show room demos that their firmware is up to date.

Have you tried contacting B&O Support which is accessible through the B&O website?

[Cp]

Hi, Thanks for the reply.

I was always performing the reset in the app via – product settings- configure – settings – reset. Just to be sure I also tried it 2 times as you proposed, this gave the same result.

I can confirm the latest version of software on the core, until that point the set up usually works: connect the core to the app, look for updates and install latest version. Then the status of the core is “ready to use” but as you knowx already it doesn’t work.

Yes I did disconnect everything from the mains even for more than 1-2 minutes multiple times, also no changes.

I tried contacting B&O support, I could write here a very long story about it, but I’ll give the summary: They are not willing to support me as I bought the full set in Belgium and took them with me abroad as I’m here for work. As a result I did the installation myself (which is connecting some cables and is for sure no rocket science) and therefore they can not be responsible and are not willing to support me on this topic. The nearest official B&O retailer is 4h driving away and getting them over to help me will cost at least 500 euro which is off course not in line with what I’m willing to pay for a new product… so this is a dead end.

Next to that I should be able to contact tomorrow the seller of the speakers (he was on holiday..) due to the big distance he can only support remotely and to be honest I don’t have very high hopes on that but we’ll see how far we get.

So at the moment I’m again stuck, is there anything else I could try?

 

Thanks in advance

[Carolpa]

some questions:
1. the setup was completed fully after choosing Chromecast ON?

2. did you try it with Chromecast off?

3. you only tried to Chromecast?

4. do you have a TuneIn account; if so, log in on the Core and try to play a radio station on TuneIn with the B&0 app? Otherwise make an account (it’s for free) and log in on the Core and start TuneIn as a source of the Core in the B&o app.

5. so the speakers played for several minutes? Every time again?

[Cp]

After a long time of silence I finally got the time to look at the core and speakers together with my dealer.

To first answer your questions:

1. I’ve tried both of them: putting chromecast on during and after setup this gave no changes
2. I did indeed tried with chromecast on and off
3. Also Bluetooth
4. This was a good tip, I tried this, but also no result
5. No this was only durring the first set-up afterwards i didn’t manage to get any sound out of them at all.

Meanwhile I was able to get in contact with my dealer who was able to log in into the core. He couldn’t discover any mistakes made during setup, I’m not technical enough to explain the details but he was thinking the core was faulty. He was able to ask B&O support to do the same, so they also logged in into the core and they made the same conclusion: a faulty core.

So this weekend I’m travelling back to Belgium to change the core for another one and hopefully by the end of next week I can confirm that the full set-up is working.

I’ll put an update here.

[Author]

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