Atom becomes unresponsive, laggy, reboots

I've only had my atom for a couple of weeks, but in that time it often becomes unresponsive, and other times extremely laggy. The most common pattern I have seen is when using spotify connect, the input button on the remote wont work if I want to switch. The other buttons work, but not the input. I can work around it by switching to multiroom for example and then hitting input, but still...

Also, yesterday whilst playing spotify, the system stopped playing, then a few seconds later I got the uniti loading graphic and progress bar. I had to switch the unit off and on again to get things working.

Do I have a lemon? This is already my second unit as the first was DOA.

Original Post

Probably.

I say that as networking gets the blame an awful lot on here. I don't buy that in the main. I have been told (albeit unconfirmed) information that the chip sets in the later units are slightly different - that was by a Dealer. I had mine exchanged on Thursday, after many issues. It's much better but no where near perfect. Now it hangs when changing the source from TIDAL or UPnP to Airplay. Does it on QNap and Synology NAS.

And before the network police comment, thank you but that ship has sailed, even Naim are taken back by the levels of effort I have gone to and network equipment I have invested in.

Get it exchanged Dave.

All the best.

@Former Member Thanks for the info. Yeah, i can't see how the unit suddenly rebooting would be a network issue at all. I never had a single problem with my muso dropping connection, randomly pausing or acting up in any way, and that was using the same router and ethernet cables as my current setup.

I have to agree with firmware being the major contributor, well at least in my experience anyway. I've had mine a couple of months (replaced a Mu-so) to partner with my 272/250/S400 system in main area of house...and is an increase in sound quality to be sure, but...and there are a few buts.. 1. The HDMI audio return is a failure (takes soooo long to connect & only useful if you leave it on the ARC source) - I've relented to optical input but rue the day I decided to option it with HDMI module, 2. it's been unreliable and has hung on several occasions or input switching stops functioning and requires a reboot to restore function, 3. The ability to use an external USB CD drive & USB HDD to utilise as a CD ripper has not made it to production firmware yet (definitely one of the reasons to buy it for me anyway) 4. the inability to multroom to or from my 272 is a major and as yet unanswered question as to when this will be fixed - either on the 272 firmware or the new Uniti firmware.

So my beautiful multiroom system has gone and I wait patiently for updated firmware to address common issues. But then I did wait a year for the product after it's initial anticipated release of Oct 2016 ! then december, then...well you get the idea.

In Naim we trust...to eventually get it right...

Mine locked up this morning again. Was using it before bed last night and was swapping sources a bit and it started to get slow responding. Went to bed and turned it on this morning but it would not do anything. Would change the input but play nothing and display nothing. Tidal, internet radio and Roon nothing. A reboot sorted it again. But even when it came back up it's slow to respond. I switched on internet radio and the music played but the display stayed on the home screen for at least 30secs before now playing screen came on. 

I'm really beginning to think these units are a bit of Lemon and the software was so badly rushed it's embarrassing. There really is no excuse for this at this price. Switching inputs should not break a machine, it's one of the amps primary jobs after all.

There are a lot of new Unitis working very well out there (including mine). If it was firmware then all would be buggy so whilst there are some firmware enhancements to come re multiroom and display options, the kind of problems you guys are having must be either a faulty unit or your setup. You really should get your dealers to address this - you paid them a huge markup!

It's just poor firmware and lack of keeping up with endless Tidal, Apple, Android updates.

About every 2 weeks I need to power cycle, as in switch off mains power and back on - reason is mostly album work freeze or sometimes total hardware paralysis.

I'd say stick to iPads, I find it more tolerant than my andeoid tablets and just try ignore it and enjoy.

So decided to do the usual power cycle as yesterday got the artwork freeze issue.

Got the morning home alone to listen, power cycled now Nova refuses to be found, another power cycle it's found but will no longer play anything from Tidal (USB) is fine.

So I fear it's going to be another total factory reset !!!

This is a well known problem, that Phil said was be a future firmware fix. Several weeks ago I did ask on the forum that Naim could help us and themselves by acknowledging what fixes are being worked on. Richard forwarded to the team......nothing since.

I don't think support monitor the forum at all. Which is s shame but in some way understandable. You need to contact them directly via email or app and pray they respond.  I sent three separate issues by the app on Sunday. Still nothing back not even an email to say it's been received. 

SimonPeterArnold posted:

I don't think support monitor the forum at all. Which is s shame but in some way understandable. You need to contact them directly via email or app and pray they respond.  I sent three separate issues by the app on Sunday. Still nothing back not even an email to say it's been received. 

And me.

SimonPeterArnold posted:

I don't think support monitor the forum at all. Which is s shame but in some way understandable. You need to contact them directly via email or app and pray they respond.  I sent three separate issues by the app on Sunday. Still nothing back not even an email to say it's been received. 

No, support don't monitor the forum - that's what there's a sticky post to say that the best place for support is to contact Naim directly.  If you send an email then you should then receive an acknowledgement immediately by return mail.

Lord_HIllier posted:
SimonPeterArnold posted:

I don't think support monitor the forum at all. Which is s shame but in some way understandable. You need to contact them directly via email or app and pray they respond.  I sent three separate issues by the app on Sunday. Still nothing back not even an email to say it's been received. 

And me.

Email works but most these app issues there is no solution.

Then app feedback LOL I sent 2 messages via this probably now months ago - ZERO NOTHING.

I have to admit, I haven't seen an email to support directly, I'll do that now. If anyone reading this hasn't reported the issues directly, I'd urge you to do the same. 

I do think it's important that these issues are reported on the forum too, for prospective buyers as well as current owners to know it's not a fault at their end. As far as not monitoring the forum, I disagree. Remember the uproar when the new uniti release dates were constantly pushed back? I seem to remember a post from Naim asking us to stop complaining as it gets the naim employees down when they read our negative comments.

I reported my own Atom issue (see thread: Issues using Uniti Atom as a UPnP server) via email a while ago and they have been responsive.  It's slow going (around a week between replies and information requests) but they are taking it seriously and we are making progress.

My problem is a minor irritation compared to yours so I feel for you.  Hang in there!

 

Richard Dane posted:
SimonPeterArnold posted:

I don't think support monitor the forum at all. Which is s shame but in some way understandable. You need to contact them directly via email or app and pray they respond.  I sent three separate issues by the app on Sunday. Still nothing back not even an email to say it's been received. 

No, support don't monitor the forum - that's what there's a sticky post to say that the best place for support is to contact Naim directly.  If you send an email then you should then receive an acknowledgement immediately by return mail.

Richard, I must agree I've contacted Naim directly on a couple of occasions and they have responded and sorted my  problems out, one being a problem with my Core and the other with the App controlling it. Both problems were sorted to my satifaction also my dealer was involved on both occasions this helped as well.

I've sent in a few App / Firmware suggestions via the App and have always received an acknowledgement. To say Naim are not aware of issues would be naive. I'm sure they give it time to capture as much feedback / issues as possible, then any changes would need to be engineered in to the firmware release and then tested extensively prior to release. Ditto for the App. The last thing they'll want to do is rush a release, be it firmware or App, and get it wrong or overlook issues that have recently cropped up. 

There are two routes to support; A) Through the MuSo and Uniti Support line, they are dreadful, I guess it's outsourced by Naim to a 3PC +44 (0) 333 321 9923 supporting those products. B) The support that Phil & Steve provided that is excellent. Their hands are tied though as they can only do what they do. I'm guessing that and support via the App goes to the 3PC.

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