Unfortunately, there’s no way to update the player online. As far as I understand, you can update the player manually through the web interface. I asked tech support about this, but after almost a week, I still haven’t received an answer on where to get the firmware file.
The current firmware version is 6.0.1.10475.
AFAIK FW updates are initiated via the App. If you open the Naim Focal App does it show that there is a firmware update available?
There is an available update, but when updating, apparently due to a poor internet connection, this error appears in the web interface and the player simply reboots without updating.
One for @Stevesky I think…
Hi @Gri.fon
Are you by any chance using a VPN? We have seen issues in countries like China and Russia where government firewall policy intentionally blocking Amazon S3 storage buckets, Especially on large files.
As it indicates you’ve raised a support case already, if you let me know the ticket number and will give the support team a nudge.
Regards
Steve
@Stevesky Yes, I am using a VPN; unfortunately, I cannot launch the update via the app without it. I don’t have a ticket number, please submit a request to technical support using the “Need advice?” form. I might have done it incorrectly, but I distinctly remember using the same email address as the one I use on the forum. If possible, please ask technical support to reply to my question via email or—if feasible—send a private message on the forum.
You would have received a ticket number almost immediately in reply to your enquiry. Check any spam/junk folder.
Note that there’s no private messaging on the forum apart from between myself and members. You need to use the proper support channels to liaise with them.
Hi @Gri.fon
Use the link here to raise a ticket. If all else fails call the uk phone number that is on that page,
As Richard points out we don’t do product support or direct messaging via this public forum.
Best
Steve
I created a new support request, but the ticket number never arrived in my inbox.
I checked my spam and trash folders, but they were empty, too.
Emails from the forum are coming through fine.
The forum is a separate platform so no association other than Naim. I’ve known certain email providers can sometimes be problematic, particularly in certain territories where local restrictions are applied. Your best bet then would be to try phoning.
It’s very strange, I don’t think GMAIL creates any restrictions.
The ticket number email goes out automatically, so if you don’t receive it, either in your regular mailbox or your junk/spam folder then something is preventing it from getting through.
I’ve messaged you.
Could there be a problem at the Naim end? I had the exact same experience some time ago. Submitted a support request and never received a response. No ticket number and no actual response.
@Stevesky @Richard.Dane Could you try creating test tickets linked to external email addresses to verify functionality? Is it possible the issue lies on Naim’s end after all?
I’ve just tested it from a Hotmail account and it’s working just fine. I received a ticket number within a minute or two.
I’ev also received a confirmation from Naim support that they received my support test email OK.
I submitted a support request about half an hour ago. No ticket number or any email. I checked all folders of my email account, including the SPAM folder. The exact same thing happened with a support request submitted May 30-th. Strange…
Hi @Gri.fon
I think we see what the problem is. For Ci products the system sends to a different team, but it has an issue on the routing of requests.
Can you email our normal Naim support team at: support@naimaudio.com
With humble apologies
Steve
After I wrote to the general address, I immediately received a ticket number: 319070