So when are Naim going to advise it's user base about the software fixes on the new Uniti range?

Given the innumerable amounts of issues reported here, and my dealer advising that they are aware of many Uniti's being sold but an "overwhelming" amount of technical issues being reported, surely Naim should advise it's user base around what and when a firmware release is due.

The poll that I conducted has so far had 52 responses, a very small proportion of the install base but a clear indicator.  Only 17% (8.84) of the participates have had no issues, the remainder have issued compelling problems that need to be commented on.

It's overdue Naim, this is like peeling an onion, the more a research the issues the worst it's becoming - over to you!

Original Post

I recall last week in an Atom titled thread, NDS users where also talking about lock-ups and having to power cycle.

Given that, then it suggests these are core issues in the software/hardware, if so i doubt Naim care.

Be interesting to hear from NDS and non Uniti Range owners

George, I feel your frustration, but from what I can ascertain (I don't stream myself) from various parties, most of these issues seem to boil down to various problems in the user's network.  Now, not everyone can have a perfect network - and in fact many don't, but I think that Naim are working round the clock to improve things but ultimately it's about making it better able to deal with a poor network, rather than a problem with the Naim itself. When new updates are fully beta tested and ready for release then you will know as it will be announced on the relevant thread on here.

Anyway, my point here is that if you have issues, then please address to Naim rather than to the forum as it's otherwise likely to be missed (they are too busy working rather than reading the forum here).  Naim support will try to work with you to improve things for you. Thanks.

That is correct. The Naim hardware is sensitive to networks with issues that other kit fails to notice. Presumable because the Naim kit is optimized for maximum sound quality. I am sure Naim support will help with any specific issues you have if you ask them.

dave-mac posted:

A network issue would not cause a piece of hardware to reboot, at least not directly. It's a problem at the uniti end.

Not necessarily, I have a number of devices that will effectively reboot themselves if they hang up or hit the computer network version of a brick wall (sorry, not an IT expert, so excuse the layman's language).  My WD Live box does it all the time - it hangs while I guess it fails in a search for streaming services.  Anyway, Naim will know for sure whether it's a hardware fault or being caused by something else, so please ask them.

Richard and others, thank you for taking the time to reply. On Friday I had an in depth conversation with the support line, without intending to be rude - they honestly had no clue at all and suggested that the unit needed to be inspected by Naim, upto an 8 week turn around!

Obviouly I have speaking to the Dealer also - they acknowledge the issues and purely suggest that their advice from Naim is to advise customers that there is new firmware on the way, they have had many, many customers reporting issues, unless the units are defined as faulty.

I would kindly therefore ask for Naim to make a definitive statement, it’s not networking with most of these issues, it’s just another IP devise with data being sent to it.

Customers loyal to Naim will be patient, but please ask Naim not to insult use intelligence and be upfront about the issues.

All the best,

George

I am not buying this its your network stuff. I've been streaming for the last 7 years without this sort of issues for  video and audio on all sorts of kit. This is a domestic product sold to work on domestic home networks it should just work. No one should have to muck about to get it to worm, its just poor design or bad software. They need to own up and sort it out. I did not pay 2000 for something to not work as it should and have it blamed on my own network thats been perfectly fine for all my kit for years.

Fortunately I do not have any issues with my Star (yet????) but I am also very interested in knowing when the new firmware will be released... There is a huge potential software-wise in these new Uniti players which seems to be wasted. I think my old Uniti Gen 1 was more customisable. 

Dozey posted:

That is correct. The Naim hardware is sensitive to networks with issues that other kit fails to notice. Presumable because the Naim kit is optimized for maximum sound quality. 

That should not be the case isn't it ... absolutely unacceptable if you ask me ...

Obsydian posted:

I recall last week in an Atom titled thread, NDS users where also talking about lock-ups and having to power cycle.

Given that, then it suggests these are core issues in the software/hardware, if so i doubt Naim care.

Be interesting to hear from NDS and non Uniti Range owners

I’ve owned an NDS/555PS DR for 2 years and it’s not put a foot wrong. The only issue I sometimes experience is related to awful Openreach line speeds and attendant radio dropouts but that’s another matter!

Richard Dane posted:

Ah OK.  I've flagged this to Phil, so maybe time to give him a call directly to see whether he can help you out.

I’ll call Phil later, thanks Richard. Please can you still request an update from Naim. So much could be settled if Naim communicated its intentions.

Best regards

George.

Richard Dane posted:
dave-mac posted:

A network issue would not cause a piece of hardware to reboot, at least not directly. It's a problem at the uniti end.

Not necessarily, I have a number of devices that will effectively reboot themselves if they hang up or hit the computer network version of a brick wall (sorry, not an IT expert, so excuse the layman's language).  My WD Live box does it all the time - it hangs while I guess it fails in a search for streaming services.  Anyway, Naim will know for sure whether it's a hardware fault or being caused by something else, so please ask them.

Well my network has never caused my tv, ps4, imac, macbook, mac pro, ipad, iphone, home security, or anything else I own to reboot!

dave-mac posted:
Richard Dane posted:
dave-mac posted:

A network issue would not cause a piece of hardware to reboot, at least not directly. It's a problem at the uniti end.

Not necessarily, I have a number of devices that will effectively reboot themselves if they hang up or hit the computer network version of a brick wall (sorry, not an IT expert, so excuse the layman's language).  My WD Live box does it all the time - it hangs while I guess it fails in a search for streaming services.  Anyway, Naim will know for sure whether it's a hardware fault or being caused by something else, so please ask them.

Well my network has never caused my tv, ps4, imac, macbook, mac pro, ipad, iphone, home security, or anything else I own to reboot!

Me neither. 

JUST POSTED THIS ON THE OTHER THREAD TOO.

 have just had a conversation with Naim. 2nd Week in March, issues resolved in the release cannot be confirmed yet - but it appears that some, or all will be addressed.

Thank you to who I spoke to, very professional and understanding.

Naim - why can't you just post this type of information and settle the waters, it's beyond me. Secondly please ask some of your Beta Testers to stop winding up the situation. They should either not mention they are part of the group or be consistent in what they communicate, instead some of them hyperthetically strut around on here with an elitist attitude that is not good for any business.

Hundreds and hundreds of threads with annoyed consumers could all be avoided. Dr. Wilson, this should be top of your list to eradicate.

I'm sure we will all look forwards to early March.

All the best,

George 

George, as you're posting the same reply across threads, I think its only fair that I post a copy of my reply here too - particularly in regard to the beta testing team;

George, I'm pleased you managed to speak to someone at Naim.

One thing about the Beta testers on here - they are just end users and forum members like yourself.  They don't get paid for the important work they do, but they do it willingly and in good faith.  They are asked not to disclose information that they are privy to during beta testing mainly to avoid causing confusion - perhaps easier said than done.  I should add that I haven't see any elitist attitude that you mention, indeed, quite the opposite.  But being a beta tester comes with its own challenges and I'm sure we should all be mindful of that and of the great work they do in helping make each release better than the last. In short, please try to give them a little bit of leeway.  And if any member appears to be consciously rude or appears to "strut", then just let me know with the report button and I'll have a quiet word. Thanks.

p.s. I'm not sure whether we've reached even the first one hundred threads of annoyed customers on here, even after so many years of this forum, but I get the point you're trying to make. 

I fully understand why Naim are reticent to give dates for firmware updates. 

So now we have a date who will be first in line giving out if the date if not achieved?

If Naim keep to the date even though they are not 100% happy they have nailed it, who will be first in line giving out?

I perfectly understand annoyance at things not working as they should but this forum is not a support forum and there is a support email address and I have always found Steve and Phil very helpful whenever I have had to use it. 

What am I trying to say?

I suppose it’s that I’d hate this forum to be  a place for those who can shout loudest. 

.sjb

It's about communication John, not nailing a company to the floor if they do not get things right first or even second time. Every business has issues, but it's how you address it. Not one post that I have read have questioned Naim support directly with Naim, I experienced that today and the person that I spoke to was nothing short of excellent. My experience with the Muso and Uniti support line has been poor on both occasions.  As an aside - do you work for Naim John? Because if you have no affiliation then I kindly ask you to refrain from advising how this forum should be used. That surely is Naim's call.

Lastly, do you have a new streamer? If you do and haven't had any issues I'm genuinely pleased for you.

All the best,

George.

Richard Dane posted:

George, I feel your frustration, but from what I can ascertain (I don't stream myself) from various parties, most of these issues seem to boil down to various problems in the user's network.  Now, not everyone can have a perfect network - and in fact many don't, but I think that Naim are working round the clock to improve things but ultimately it's about making it better able to deal with a poor network, rather than a problem with the Naim itself. When new updates are fully beta tested and ready for release then you will know as it will be announced on the relevant thread on here.

Anyway, my point here is that if you have issues, then please address to Naim rather than to the forum as it's otherwise likely to be missed (they are too busy working rather than reading the forum here).  Naim support will try to work with you to improve things for you. Thanks.

I can say as someone who has been in network engineering for the last 25 years, blaming the network is the oldest and weakest trick in the book. Reality is that these devices have to be engineered to co-exist with any other device that might happen to be on the network and be able to be robust and resilient enough to tolerate other devices that maybe sending multicast at the same time or may be chatty, like the Amazon and Google voice driven devices. These are table stakes,  homes often have 11 or more devices on a network including stuff like Zigby (Hue) lights, TV's, Alexia or other devices, tablets, phones, computers, speakers etc. No product is going to be successful if it can't handle being on a network with other devices; it is only going to get more complicated, now refrigerators and other iOT devices are going on home networks. The number of people with just their computer and streamer on the network is going to be the minority case going forward. 

dave-mac posted:
Richard Dane posted:
dave-mac posted:

A network issue would not cause a piece of hardware to reboot, at least not directly. It's a problem at the uniti end.

Not necessarily, I have a number of devices that will effectively reboot themselves if they hang up or hit the computer network version of a brick wall (sorry, not an IT expert, so excuse the layman's language).  My WD Live box does it all the time - it hangs while I guess it fails in a search for streaming services.  Anyway, Naim will know for sure whether it's a hardware fault or being caused by something else, so please ask them.

Well my network has never caused my tv, ps4, imac, macbook, mac pro, ipad, iphone, home security, or anything else I own to reboot!

Yes, blaming other devices is a wrong and losing stance. 

George H posted:

  As an aside - do you work for Naim John? Because if you have no affiliation then I kindly ask you to refrain from advising how this forum should be used. That surely is Naim's call.

 

All the best,

George.

As a member of the Vervent board I feel quite entitled to comment on the direction of the forum, but equally believe any forum member has such a right. it was one of the reasons we bought Naim.

.sjb

Sloop John B posted:
George H posted:

  As an aside - do you work for Naim John? Because if you have no affiliation then I kindly ask you to refrain from advising how this forum should be used. That surely is Naim's call.

 

All the best,

George.

As a member of the Vervent board I feel quite entitled to comment on the direction of the forum, but equally believe any forum member has such a right. it was one of the reasons we bought Naim.

.sjb

And these types of comments John are somewhat obnoxious in my opinion, which is exactly why I would have preferred it if Naim remained independent. I am not a member of the Vervent board but if I was, I would certainly steer clear of rubbing your existing and potential customers up the wrong way and would be doing something far more useful to drive business and ensure customer service excellence.

All the best,

George.

Never a truer word said George. My worry is capacity and if this new venture capitalist world is driving Naim to and beyond its limits. Lifestyle users can be here today and gone tomorrow. Let’s hope this isn’t true of the loyal base - as old as we’re getting many of us are living longer these days and have a few upgrades left in us yet

Ravenswood10 posted:

Never a truer word said George. My worry is capacity and if this new venture capitalist world is driving Naim to and beyond its limits. Lifestyle users can be here today and gone tomorrow. Let’s hope this isn’t true of the loyal base - as old as we’re getting many of us are living longer these days and have a few upgrades left in us yet

I couldn't put it better myself!

DUPREE posted:

Yes, blaming other devices is a wrong and losing stance. 

I don't think anyone is blaming other devices - home networks are very individual and clearly it is more problematic to get the Uniti devices working on some networks that it is on others. 

I have many devices on my home network and all work fine now. A few years ago I had occasional discovery issues with my Superuniti - not unbearable but annoying. As a result of this forum  and in search of a better sound rather than a problem fix, I changed my  fifteen quid Tenga switch for a Cisco 2960 and have never had a single glitch since either with the Superuniti or Nova. I am not saying everyone needs to have a posh switch for Naim devices to work - a switch should be a switch and should at least connect things reliably. I am saying that Uniti devices can work reliably for some but clearly not for others. If your product does not have a manufacturing fault the logical place to look is the network - and yes all my other devices worked fine on the old switch so Naim devices do seem to be unusually fussy but they can be got to work satisfactorily.

It is your dealer's job to get your Naim product working in your home - you paid a lot of money for it because they get a big enough mark up to allow for that - make them earn it! If your dealer like my nearest one, has about as much grasp of networking as the average hamster, then Naim support are an excellent backup. What Naim most urgently needs to do is sort out their dealers!

Sloop John B posted:
George H posted:

  As an aside - do you work for Naim John? Because if you have no affiliation then I kindly ask you to refrain from advising how this forum should be used. That surely is Naim's call.

 

All the best,

George.

As a member of the Vervent board I feel quite entitled to comment on the direction of the forum, but equally believe any forum member has such a right. it was one of the reasons we bought Naim.

.sjb

Just when you thought the Uniti PR machine couldn't get any worse - in steps a BOARD MEMBER.

Hmm I wonder how many more cheerleaders are on the forum. Being a board member maybe feedback the product testing and release sucks.

A great brand is being tarnished with amateur still software development and even worse issue management.

Pev posted:
DUPREE posted:

Yes, blaming other devices is a wrong and losing stance. 

I don't think anyone is blaming other devices - home networks are very individual and clearly it is more problematic to get the Uniti devices working on some networks that it is on others. 

I have many devices on my home network and all work fine now. A few years ago I had occasional discovery issues with my Superuniti - not unbearable but annoying. As a result of this forum  and in search of a better sound rather than a problem fix, I changed my  fifteen quid Tenga switch for a Cisco 2960 and have never had a single glitch since either with the Superuniti or Nova. I am not saying everyone needs to have a posh switch for Naim devices to work - a switch should be a switch and should at least connect things reliably. I am saying that Uniti devices can work reliably for some but clearly not for others. If your product does not have a manufacturing fault the logical place to look is the network - and yes all my other devices worked fine on the old switch so Naim devices do seem to be unusually fussy but they can be got to work satisfactorily.

It is your dealer's job to get your Naim product working in your home - you paid a lot of money for it because they get a big enough mark up to allow for that - make them earn it! If your dealer like my nearest one, has about as much grasp of networking as the average hamster, then Naim support are an excellent backup. What Naim most urgently needs to do is sort out their dealers!

It's Naims job to produce a product that works as advertised in peoples homes and not require enterprise level home network setup to work properly. If my 35 quid pi can do it what can't my 2k Uniti. If anything is this sensitive to network environment conditions  it's not fit to be on sale as a domestic product. 

I must admit I have had suspicion regarding half a dozen or so forum members acting like they own the place - I guess they literally do.

The beauty of The forum is you can look back at each members posts, it's quite telling and I actually feel for the Naim guys.

Sloop John B posted:

I fully understand why Naim are reticent to give dates for firmware updates. 

So now we have a date who will be first in line giving out if the date if not achieved?

If Naim keep to the date even though they are not 100% happy they have nailed it, who will be first in line giving out?

I perfectly understand annoyance at things not working as they should but this forum is not a support forum and there is a support email address and I have always found Steve and Phil very helpful whenever I have had to use it. 

What am I trying to say?

I suppose it’s that I’d hate this forum to be  a place for those who can shout loudest. 

.sjb

Nope the forum just became the place some can shout I OWN THIS PLACE.

OK, let's all settle down a bit.  I think that Sloop John B's post was intentionally inflammatory.  The Vervent board is very small and made up of mostly all Naim and Focal principals (and I really don't think that he's one of them).  And yes, they do care - very much.

As for the forum, nobody "owns" it.  Naim pay for it and play host, but really it's a place for the members - basically anyone with a love and interest in Naim. Think of it like a club. I administer and ensure it remains a safe and civilised place for the members to converse. 

There are some really experienced members on here who can give excellent advice based on that experience.  However, as I said earlier, if anyone feels that someone is trying to throw their weight around in some way then you can always let me know via the usual channels.  My duty and priority is to always do what is best for the forum as a whole.

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