Command Bar not updating

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Comments

  • chefankitchefankit Posts: 3
    edited October 2020
    @KennethSwauger Thank you so much, kindly resolve issue....Still is not updating.... can't play continue my music system..getting so much irritated now....please help to solve this update issue.
    Post edited by KennethSwauger on
  • I have been unable to get my soundbar to actually turn on for over an hour. Everytime I turn it on I get the updating message or the coloured rings. Do I need to do a warrenty claim? Is it broken?
  • KennethSwaugerKennethSwauger Moderator Posts: 7,683
    Thank you everyone, all information has been forwarded.
    "They say you shouldn't say nothin' about the dead unless it's good. He's dead. Good!", Jackie, "Moms" Mabley
  • @KennethSwauger
    I also am having this issue. Please add me to the email list. Thanks for your time.
  • Add me to the list too. I've reset 4 times and finally found this thread. Is this fixed and I just missed it in the thread?
  • @KennethSwauger Received an e-mail this morning, thank you so much!
  • Add me to the email list, I am still having issues with the Polk Command Bar, endless update loop.
  • I have a similar problem but now my Command Bar suddenly won't power up. Problem started last night during the update.

    The bar tried to update twice (around 2 minutes between each restart) then on the third time it shut down mid-sentence just as Alexa was announcing the update.

    From that point on I wasn't able to power it up again. Disconnected/reconnected the power plug, connected it to a different power socket in the house but no lights or sound in the bar. No lights or response either when pressing any of the buttons. The factory reset described earlier in the thread (hold "vol -" and "mic mute" buttons for several seconds) does nothing. The subwoofer does power up but, naturally, can't sync with the bar.

    Note that I didn't mess with the power at all during the updates.

    Another thing I noticed is that after each update restart, I asked Alexa some random things but it would take a long time to respond (example: over 15 seconds to respond to "Alexa, hello")

    Is my bar hosed? Anything else I can try? I bought mine in Nov 2018 so I don't know if I'm out of warranty for this?
  • KennethSwaugerKennethSwauger Moderator Posts: 7,683
    Hello,
    I'll send your post to Polk for a recommendation on what to do.
    Thanks!
    "They say you shouldn't say nothin' about the dead unless it's good. He's dead. Good!", Jackie, "Moms" Mabley
  • @KennethSwauger thanks to you and @PolkCS for the prompt help with this issue, much appreciated! <3

    Since this seems to continue to be an issue others are running into, couple of questions:
    1. Is there a known root cause for what’s causing this issue?
    2. Anything that folks could do proactively to avoid running into this issue?
    3. Has the bad update been removed or replaced with a good update?

    Thanks again.
  • evolveevolve Posts: 3
    @KennethSwauger ,

    First of all, thank you for taking the lead on this issue and helping the forum members. Really appreciated!

    I am having a similar problem as well. After a recent update, the HDMI ARC and CEC features have completely stopped working, and even after a factory reset, the device is no longer seen by the TV, and audio is not being routed at all.

    Would you mind forwarding my email address to Polk as well?

    Thanks!
  • Please could you add me to email please
  • KennethSwaugerKennethSwauger Moderator Posts: 7,683
    I've forwarded this recent group of owners's email addresses to Kim, thanks. I know Polk's engineering team has requested a few of the defective bars back for examination and to find the root cause.
    "They say you shouldn't say nothin' about the dead unless it's good. He's dead. Good!", Jackie, "Moms" Mabley
  • Hi recieved the email advising I will be sent a replacement thanks for that
  • @KennethSwauger Thanks!! Received email and provided the requested info.
    John
  • KennethSwaugerKennethSwauger Moderator Posts: 7,683
    Good, thanks for letting me know!
    "They say you shouldn't say nothin' about the dead unless it's good. He's dead. Good!", Jackie, "Moms" Mabley
  • Hello, I am wondering if anyone has found a solution to this issue. I have a polk command bar with a sub also. I see people asking about adding their email to the list for support and I would like the same thing also if possible :)

    These things are quite expensive and to have an issue like this is such a shame.
  • KennethSwaugerKennethSwauger Moderator Posts: 7,683
    Hello,
    Are you experiencing the same thing as these people? Unable to receive the update?
    Thanks.
    "They say you shouldn't say nothin' about the dead unless it's good. He's dead. Good!", Jackie, "Moms" Mabley
  • Can I also have details emailed to me on how to resolve?
  • KennethSwaugerKennethSwauger Moderator Posts: 7,683
    Thank you, I'll send your email to Polk.
    "They say you shouldn't say nothin' about the dead unless it's good. He's dead. Good!", Jackie, "Moms" Mabley
  • evolveevolve Posts: 3
    @KennethSwauger ,

    Just wanted to say THANK YOU for your assistance with this matter. I received the email from Polk support with your help, and the replacement unit arrived this afternoon (within 4 days!)

    Much appreciated.
  • KennethSwaugerKennethSwauger Moderator Posts: 7,683
    Glad to be of help, enjoy your new CommandBar! It was Kim Jasper at Polk that made things happen as quickly as possible. I was just the messenger boy.
    "They say you shouldn't say nothin' about the dead unless it's good. He's dead. Good!", Jackie, "Moms" Mabley
  • I am getting a lot of momentary audio cut out on the replacement command bar than I ever used to get on the original command bar. It’s like a little .5 second audio screech then the sound resumes.

    Roku is hooked up to TV and TV is connected to the bar via ARC enabled HDMI cable, same as before.

    Thank you.
  • AnBtuneAnBtune Posts: 4
    edited November 2020
    Thank you so very much Kenneth and Kim for sorting this so swiftly. Our replacement bar arrived today and seems fine, but, as before, we are having major problems linking via the app. Any suggestions?
  • txcoastal1txcoastal1 Posts: 11,712
    AnBtune wrote: »
    Thank you so very much Kenneth and Kim for sorting this so swiftly. Our replacement bar arrived today and seems fine, but, as before, we are having major problems linking via the app. Any suggestions?

    Have you tried rebooting your all you network routers, wifi AP's and switches etc to get a clean DHCP reset
    2-channel: Modwright KWI-200 Integrated, Dynaudio C1-II Signatures
    Desktop rig: LSi7, Polk 110sub, Dayens Ampino amp, W4S DAC/pre, Sonos, JRiver
    Gear on standby: Melody 101 tube pre, Unison Research Simply Italy Integrated
    Gone to new homes: (Matt Polk's)Threshold Stasis SA12e monoblocks, Pass XA30.5 amp, Usher MD2 speakers, Dynaudio C4 platinum speakers, Modwright LS100 (voltz), Simaudio 780D DAC

    erat interfectorem cesar et **** dictatorem dicere a
  • That’s a bit much for a slight technophobe! Anything simpler?
  • Aha. I tried something simpler myself: my iPhone SE and not my iPad. Success!
  • Looks like I’m in good company. Firmware update last week pretty much bricked my command bar. No problems before this. Kenneth, I’d appreciate you adding me to the list!
  • KennethSwaugerKennethSwauger Moderator Posts: 7,683
    Will do...
    "They say you shouldn't say nothin' about the dead unless it's good. He's dead. Good!", Jackie, "Moms" Mabley
  • Have today received my replacement, all the way from Memphis! Excellent service, with no quibble replacement. Set it up and what did it do? Started to update,but did so successfully. Thank you Kenneth and Kim for sorting this expeditously😀😀😀
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