Thank you sir!
Any news? I’m still without display, too. I keep looking out for a firmware release hoping it fixes the issue. It’s pretty frustrating. I also want to keep this thread alive.
Hey - a little, but nothing definitive. I have had a dialogue with the support team and I’m overdue in providing an update - sorry. Their thoughts are that it is a hardware fault. I am not sure, given the timing with the last FW upgrade (you to I believe). They gave me a deeper reset option, with the firm warning that if I did not do it correctly I may brick the unit. Given that I can’t do without my music and the state of parts/ transport/ etc at the moment, I have elected to wait and do a few more updates as they come through. If it does not get sorted by future updates, I’ll take it in when supply chains etc get back to normal. I can do everything on the iPad, so that will have to do for now. Sorry I have not got better news.
Well, that’s depressing. So they mean to tell us that they caused a hardware fault via a firmware update? Ridiculous.
Yes, mine happened seemingly as the direct result of the firmware update. I turned my unit on (display working) to listen to some music, noted that it needed an update, crossed my fingers and started the process and walked away. When I came back later the display was no longer working, though everything else is fine. I updated my Mu-so Gen 1, and Mu-so Qb the same day and they are fine.
Every time I do an update to any software/firmware I worry that it will break more than it fixes, and that is indeed what happened this time. I can’t believe I paid $6000US for a product that can be broken so easily, by the manufacturer itself.
Again, there is at least one person on one of the FB Naim groups that has the issue, so we are not totally alone. I wonder how many units are actually out in the wild. Naim is not exactly a “volume” manufacturer.
That isn’t what he said at all. He said they think it’s a hardware fault (you may not know this, but electronics stuff can develop hardware faults spontaneously). And they offered a deeper level of reset that might be irrecoverable if he did it wrong. So he decided not to do it for now for reasons that are nothing to do with Naim.
That’s how I read it anyway.
Thanks. I can indeed read, and I do hope that the poster (and my co-sufferer) doesn’t take what I said personally. I think it’s obvious that I was complaining about the situation.
Yes, I definitely know that electronic stuff can develop spontaneous hardware faults. However, this “hardware fault” appears to have happened immediately after installing a new firmware revision (through Naim’s very own, controlled, process), and to more than one person.
After my display went blank … again, immediately after installing the firmware update … I quickly searched Google to see if anyone else had experienced it. And yes, it seems they had, at least from a few reported experiences (here and Facebook). It is apparently rare, or owners have not been publicly reporting the issue, but it has happened and is still quite annoying for those of us harmed by it. And yes, it is harm, if a $6k, two year old unit loses its display immediately after a firmware update.
Perhaps the hardware fault happened only due to the reboot after the firmware update, and is not related to the firmware update directly. Perhaps our units just happened to be right on the edge of losing their displays and the firmware update pushed them over the edge. The world may never know.
That Naim offered him a mystical “deep reset” that might brick his unit does not really make it any better. I wouldn’t have done it either, unless they promised me a replacement in case the process did brick the unit.
I really appreciate that he filled us in on the details of his experience, but it doesn’t make me feel very confident my unit will ever fully work again. Try to put yourself in our shoes.
Surely a deep reset, if you’re in doubt, should be carried out by your dealer. They should be able to do it properly and without bricking the unit.
If they can’t promise to do it correctly, get them to agree to a replacement if they fail, or get another dealer.
I am in your shoes. I’m a customer like you. But I am sure that Naim would repair or replace a bricked unit in such circumstances.
Yes. Good point. I’ll be contacting my dealer, who is unfortunately an hour and a half away, if they are indeed still a Naim dealer.
You’d be more in my shoes (and possibly frame of mind) if your display was busted (I definitely don’t wish that on you!). I hope you’re right, re the replacement.
I feel your pain! As an electronics engineer, I fully understand the sometimes strange happenings when electrons are involved in a complex system. Time for a cool head and a little patience I think - it will get sorted! In the mean time - enjoy the music - it still sounds GREAT! Cheers!
Yes, at least it is still useable. Would be much worse if the screen was absolutely required!
OK, a new firmware was released, 3.8.0 (5355), and I installed it with fingers and toes crossed, and breath abate, hoping I would once again see the lovely display of my Uniti Star. No love. None at all.
I have contacted the dealer. They have offered to “try some things”. The dealer is a two hour drive away through one of the worst cities to drive through that I’ve ever experienced. So, yeah, I will eventually relent and get my box out of storage, and make the journey with my $6k “high end” streamer.
Meanwhile, IMO, it doesn’t hurt anyone to share progress (or lack thereof) here. There are other threads where similar issues have happened, and it was worthwhile for me to be able to read through them, if only to know that I’m not alone and see what other things were attempted, and to know that this is not the first time display issues have cropped up due to firmware releases.
I think people can probably unsubscribe from this thread if they are annoyed by posts here from those of us with issues.
Do you have any updates on your situation? Without going into great detail (it’s a long story), I’ve been in contact with support and a Naim dealer. Support was great for the first email exchange (12/30/2021) and basically said the unit needs to come back to Naim with dealer involvement, but that was an incomplete exchange, and follow-up emails to support have gone unanswered.
The nearest dealer, which is a long drive (and not the dealer where I actually bought the unit), when asked if he could help with the service process, acted as though I’d offered to show up with my pet skunk. I decided (for now) not to make a two-hour trip only to deal with someone annoyed with the situation (and annoying me even more in the process). So, I’m feeling a bit in the cold. My Uniti Star is sitting in the original boxes at this point.
Hey mathomas. My Star is still staring, but not shining as brightly due to display issue. I have full functionality and can do everything I want to do with it. It is my only player and I’m running it most waking hours either listing to streamed radio (Radio Paradise is our go to station, plus a couple of local (Melbourne Australia) community radio stations (RRR and PBS) or one of my CDs (have ripped my entire collection). As per above, I’m not going to give it up for a service until 'Rona has departed and supply chains get back to normal. So in short, still enjoying the music, and if I want to get some album info (cover or notes), I use my iPad or iPhone. Hope you get sorted soon. Rgds
It seems most staff was on Christmas break and thereafter they have had to work through the backlog, they will hopefully get back to you soon. If not, I’m sure that Clare can chase up your ticket number if you post it here for her
Good point re the holidays. I didn’t actually get a ticket number with the response . I like your avatar graphic .
Ah, yes, I’d forgotten your position re supply issues, etc. Your attitude is inspiring. Thanks
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