Command Bar not updating

[Deleted User]

Me too!

carried74

We had ours for a year with hardly an ounce of trouble. Then in about October, it stopped staying connected to Wi-Fi and Alexa. I’ve downloaded and reloaded the app, reconnected and then it jumps right back off. I find it disturbing that all of these people have had the exact same issue at the same time and yet Polk has turned off the ability to contact ANY support on the app and we’re all having to search out answers and ask someone to connect us to someone who will contact us personally. Why hasn’t Polk issued a public answer for our issues? That being said...I need someone to contact me and remedy this situation. We paid too much money for this item to be useless in the capacity we chose it for in the first place.

[Deleted User]

Will do...

carriestb

@KennethSwauger sorry for the delay in my response. Yes it is the same issue as everyone else. I had to factory reset it and NOT connect to the internet for it to atleast work as a speaker system. Now that ive done that it intermittently stops working so I have to unplug it and plug it back in.

[Deleted User]

I'll send your contact information.

royalblue

@KennethSwauger

Hi, Christmas greetings to all..

I had received the Polk Commandbar replacement on 18 Nov...Since then it has been working fine including TV ARC functionality and Amazon Fire stick in HDMI 2....

However, since 21 Dec, again unable to detect Polk system in TV and Firetv stick.
Is it because of Amazon Fire tv stick update launched last weekend.....?

Any guidance to overcome the problem?

Thanks

dennisO

Hello,

i have the same. Could polk please contact me about this.

Best regards
Dennis

[Deleted User]

Hi Dennis,
I'll give them your information.

jojacoga

I have the same issue, I cant update my command bar, please contact me

[Deleted User]

I'll send in your email address.

dennisO

KennethSwauger wrote: »

Hi Dennis,
I'll give them your information.

I have been contacted by polk and supplied them with my serial number and mac address.

But have not heard back from them. How long did it take for the other costumers?

Moonshield595

I got my replacement today in Austria! Thank you so much @KennethSwauger !
Great support! Keep up the good work!

[Deleted User]

Good, I'm glad you've received your unit, enjoy!

swtlilangel75

Thanks for connecting us to get this issue fixed @KennethSwauger.

I'm wondering if anyone has issues pairing the subwoofer now? I can't seem to get them to sync with each other.

[Deleted User]

Send an email to: kim.jasper@soundunited.com for assistance.

ebirt

Hello , is that an update is finally planned to solve this bug , because it becomes painful not to be able to use this sound bar!!

[Deleted User]

Hello,
If you are having a problem send an email to: kim.jasper@soundunited.com and he will help.

royalblue

royalblue wrote: »

@KennethSwauger

Hi, Christmas greetings to all..

I had received the Polk Commandbar replacement on 18 Nov...Since then it has been working fine including TV ARC functionality and Amazon Fire stick in HDMI 2....

However, since 21 Dec, again unable to detect Polk system in TV and Firetv stick.
Is it because of Amazon Fire tv stick update launched last weekend.....?

Any guidance to overcome the problem?

Thanks

Any update..no reply received from Kim...on these issues

[Deleted User]

I'll send him your email address and explain the problem.

crubsfamily

I never received an email from Kim. I plugged my sound bar back in, and I am no longer getting the update issue, but the unit will not connect using ARC, only optical, and the Alexa ring not working.

[Deleted User]

Try sending an email to: kim.jasper@soundunited.com and explain what happened.

[Deleted User]

@royalblue Kim has received your email and has forwarded your situation to the software engineers for their opinion.

[Deleted User]

Their response:
"Hello,
Remove the FireTV stick and see if the problem goes away.
CEC issues are prevalent in general and usually caused by the TV. Typically Samsung TVs have issues and can be fixed by rebooting the TV (pull the plug and reconnect power) and making sure the TV has the correct firmware."

I hope this is helpful.

dcroft71

Im having the same issue as well can you add me to the list?

[Deleted User]

I'll give this information to Polk.

sarjent

I am having the same issues with the updates. Please add me to the contact list.

Thank you kindly

[Deleted User]

Will do...

Redgun24

Hey Kenneth - Having the same issues with updates, ARC, & HDMI/CEC. Can you add me as well?

Appreciate it!

[Deleted User]

Will do..

sarjent

KennethSwauger wrote: »

Will do...

Thank you, I have not been contacted yet. Are you able to find out when I can expect something?