Unitiqute problem

Returned home after a few days away and had the Qute switched off at the mains for that time. Now upon start up it gets to the 'initialising' stage and then the machine restarts several times. I've tried switching it on and off a few times at the mains, this worked once, although I then had to re-enter the network password. A factory reset has not fixed the problem. I have reluctantly left it switched on in the meantime while I hopefully get some help on here. The temperature is as normal. So in short the problem is constant restarting and loosing the network details. I only use it for streaming from a NAS and occasionally some DAB. Any help would be very welcome. also it is running the latest 4.4 software and is a 24/192 first version.

Original Post

The key thing is to ensure that it is a UQ problem and nit a network problem. As CDboy says, if you can't get FM or DAB then it's definitely the UQ because neither of those need a network connection.

i assume that you are using wifi to connect it as you mention a network password, so the obvious thing to try is to restart your wireless router and, if you have them, any wireless access points. Then restart the UQ again once the router has fully settled.  If it were me I would probably try wiring the UQ to the router with an Ethernet cable, but if you can't do that easily or if you really need the wifi connection to work and restarting the router doesn't help, then as Adam says, you will need to get your dealer to help.

best

David

It does sound like a Qute problem, I agree.  You could prove that by not connecting it to the network at all, by turning wifi off in the UQ setup menu (accessed by the wrench button on the remote) and not having an Ethernet wired connection either.  Then turn the UQ off for a while, then on and see what happens. I assume you have also done the obvious things like unplugging the mains lead (both ends!) and plugging it in again........

best

David

Seems to have sorted itself.... for now. I did do all the usual things with the mains and the wifi last night. Could just be a glitch, just a strange one that it kept 'forgetting' the network settings. I'll see how it goes from now until Sunday. if it starts again i'll bring it to my dealer.

I don't know about power cycling by itself, but frequent and repeated loss of wifi network connection and, later when things were getting to the point of network drops several times per hour and even affecting test wired connection, also loss of connection to IR remote happened to my Qute V1 several years ago. Fixed by firmware update, working with Naim support... but it wasn't a known issue that had been addressed in software. it seemed to be the total factory refresh which new firmware installation represents (beyond using the software reset). A return to "known good" software state, if you will  

Might be worth a try if you are set up to install the firmware yourself -- easy to do but requires a computer, serial connection, and wired and working network connection...so some risk in your situation beyond the usual upgrade / re-flash situation. If IR remote is also affected when it fails, for sure it's at Naim end; if remote unaffected you can force the re-scan and see if that is functional without power cycling.  If the unit is power cycling on its own, I'd be contacting support pronto to get real help!

Regards alan

Not sure whether my experience with an HDX is relevant to your Unitiqute, but since you mention that the unit had been powered down, you never know.

When my HDX, on power up, became stuck on "Starting, please wait", the initial diagnosis was that the CMOS battery probably required replacement.

A visit to my dealer, however, revealed that the internal software had become corrupted, probably as the result of a previous incorrect shutdown.

The software was reinstalled while I waited, and all has been well since.

Have a chat with Phil.Harris@naimaudio.com, who's help has been invaluable in the past, when it comes to problem solving.

Trust you get things sorted.

Regards,

Dave.

alan33 posted:

I don't know about power cycling by itself, but frequent and repeated loss of wifi network connection and, later when things were getting to the point of network drops several times per hour and even affecting test wired connection, also loss of connection to IR remote happened to my Qute V1 several years ago. Fixed by firmware update, working with Naim support... but it wasn't a known issue that had been addressed in software. it seemed to be the total factory refresh which new firmware installation represents (beyond using the software reset). A return to "known good" software state, if you will  

Might be worth a try if you are set up to install the firmware yourself -- easy to do but requires a computer, serial connection, and wired and working network connection...so some risk in your situation beyond the usual upgrade / re-flash situation. If IR remote is also affected when it fails, for sure it's at Naim end; if remote unaffected you can force the re-scan and see if that is functional without power cycling.  If the unit is power cycling on its own, I'd be contacting support pronto to get real help!

Regards alan

I installed the last firmware myself some time ago, so it's running Naims latest which is 4.4.

Has been running over 24hours now since I've been back home with no glitches.

dave marshall posted:

Not sure whether my experience with an HDX is relevant to your Unitiqute, but since you mention that the unit had been powered down, you never know.

When my HDX, on power up, became stuck on "Starting, please wait", the initial diagnosis was that the CMOS battery probably required replacement.

A visit to my dealer, however, revealed that the internal software had become corrupted, probably as the result of a previous incorrect shutdown.

The software was reinstalled while I waited, and all has been well since.

Have a chat with Phil.Harris@naimaudio.com, who's help has been invaluable in the past, when it comes to problem solving.

Trust you get things sorted.

Regards,

Dave.

That's exactly what this Qute was doing, but as I said I the last post it's been back up running for over 24hrs, so i'll let it go for now, but this is good to know for future reference.

neilo7 posted:

I installed the last firmware myself some time ago, so it's running Naims latest which is 4.4.

Has been running over 24hours now since I've been back home with no glitches.

Glad it's settled!

Sorry I wasn't as clear as Dave: indeed I thought you were already on latest firmware and was suggesting a re-flash to return to known-good software state, rather than an upgrade to a different version. My mistake to say "new firmware" instead of "clean install". 

Regards alan

neilo7 posted:

So the unit is back at Naim via my local dealer. Does anyone know how long repairs usually take? Its been away two weeks, I had to buy a Nait 5i-2 the help me through these difficult times

Absolute ages - you will be on a Statement, by the time it comes back 

Typically around 3 weeks.

So here's an update on my unitiqute.

I left the unit with my dealer on the 24th of August, He explained that if their own engineer couldn't fix it, it would be sent to Naim for repairs. So with this in mind I deliberately left it for one month before checking up on it again. I called on Tuesday 27th of September, the dealer said he would check on it and get back to me ASAP, nothing! I rang again on Tuesday 4th October, again I was told they'd ring me back shorty. So I received a voicemail the next day (as I was working). The dealer basically said that his own engineer couldn't fix it and had only come back from holiday, sending the Qute to Naim on Monday 3rd October!! AND that I would have to wait another three weeks before it was returned. I haven't returned his call yet as I'm still very angry at this lack of professionalism I would expect from a Naim dealer.

neilo7 posted:

So here's an update on my unitiqute.

I left the unit with my dealer on the 24th of August, He explained that if their own engineer couldn't fix it, it would be sent to Naim for repairs. So with this in mind I deliberately left it for one month before checking up on it again. I called on Tuesday 27th of September, the dealer said he would check on it and get back to me ASAP, nothing! I rang again on Tuesday 4th October, again I was told they'd ring me back shorty. So I received a voicemail the next day (as I was working). The dealer basically said that his own engineer couldn't fix it and had only come back from holiday, sending the Qute to Naim on Monday 3rd October!! AND that I would have to wait another three weeks before it was returned. I haven't returned his call yet as I'm still very angry at this lack of professionalism I would expect from a Naim dealer.

Ooops - and there I was predicting 3 weeks. I would complain to Naim directly. After all it is their dealers that represent what Naim stands for;

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