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martinhb
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Jun 22, 2020

Soundtouch 20 Buffering problem

My Soundtouch 20 can go for days with no problems and then suddenly I get continual buffering.

 

Connection is by wifi and I mainly listen to UK national radio stations. The buffering occurs regardless of which station I am listening to.  Sometimes the speaker will "time out" and ask me to press a pre-set to get going again.

 

I was using Tunein but switched to Radioplayer to see if that would improve matters but with no improvement.

 

I can listen to Spotify and other internet feeds with no problems. 

 

I have rebooted my router and all updates have been installed.

 

Here's hoping someone can help me resolve this frustrating problem? 

 

 

 

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
Andy_B
Community Manager

Re: Soundtouch 20 Buffering problem

Author Accepted Answer selected by martinhb

Hey martinhb, thanks for your message. Do you have any other Wi-Fi hardware in your home, such as extenders, boosters, repeaters, etc? Are there any other devices nearby that could be causing wireless interference? Can you also advise exactly what radio stations that you're listening to and experiencing difficulties with? 

 

Are there any corresponding messages displayed within the SoundTouch app, or on the SoundTouch 20's screen, when this buffering begins? 

 

To clarify - have you performed a reboot on both your home's modem/router, and the speaker at the same time? While we're happy to help where we can via the Community forums, sometimes there may be deeper router settings that we need to investigate to better understand the root cause of the issue. Within the UK we do have live assistance available via telephone, whereby we're able to personally investigate your home network with you in real-time. You can reach the UK team on 0333-0142-545. We do also have some more general Wi-Fi troubleshooting suggestions available on our support site HERE. These will be useful, as the issue currently only occurs when you're streaming via Wi-Fi, and Bluetooth is functioning correctly. 

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12 REPLIES 12
Sam_F
Moderator

Re: Soundtouch 20 Buffering problem

Hey @martnihb,

 

That sounds quite annoying - apologies for the inconvenience.

 

How far from your WiFi router is the SoundTouch 20 placed? How many rooms way is it?

 

I'd recommend performing a reset first, by disconnecting it from power for two minutes. Afterward, test your services and let me know if you notice an improvement!

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martinhb
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Jun 22, 2020

Re: Soundtouch 20 Buffering problem

Hi 

 

Many thanks for the quick reply. 

 

My WiFi router is in the hall and approx 15 feet from the SoundTouch 20 in the next room; they can almost see each other.

 

I'd have already tried a reset but the problem persists. 

 

Strangely I have switched to listening via Bluetooch with no problems ------ so far!

 

I would still like to get the wifi problem sorted so if you can offer any other suggestions please let me know.

 

Kind regards, Martin

Andy_B
Community Manager

Re: Soundtouch 20 Buffering problem

Author Accepted Answer selected by martinhb

Hey martinhb, thanks for your message. Do you have any other Wi-Fi hardware in your home, such as extenders, boosters, repeaters, etc? Are there any other devices nearby that could be causing wireless interference? Can you also advise exactly what radio stations that you're listening to and experiencing difficulties with? 

 

Are there any corresponding messages displayed within the SoundTouch app, or on the SoundTouch 20's screen, when this buffering begins? 

 

To clarify - have you performed a reboot on both your home's modem/router, and the speaker at the same time? While we're happy to help where we can via the Community forums, sometimes there may be deeper router settings that we need to investigate to better understand the root cause of the issue. Within the UK we do have live assistance available via telephone, whereby we're able to personally investigate your home network with you in real-time. You can reach the UK team on 0333-0142-545. We do also have some more general Wi-Fi troubleshooting suggestions available on our support site HERE. These will be useful, as the issue currently only occurs when you're streaming via Wi-Fi, and Bluetooth is functioning correctly. 

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martinhb
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Jun 22, 2020

Re: Soundtouch 20 Buffering problem

Thanks for the reply and suggestions.

 

I will contact the UK Team as you suggest and see if we can resolve this problem.

 

Thanks, Martin

DeNiro
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Jan 16, 2021

Re: Soundtouch 20 Buffering problem

Hi Martin, just wondering if you managed to get this issue resolved? I have the exact same issue with my Soundtouch 20 and have rebooted router and device and it is still buffering with any radio stations on TuneIn or Radioplayer. Router very close so that's not the issue, and I have a Soundtouch 10 upstairs which never experiences this issue. It is extremely frustrating given the price of it. 

Jeff_G
Moderator

Re: Soundtouch 20 Buffering problem

Hello DeNiro, 

 

Sorry to hear you're having issues with buffering. If the problem exists only with the one device, I'd suggest factory resetting and perform a fresh setup. To reset, press and hold Preset 1 + Vol- together for around 10 seconds or until the countdown reaches 0 on the display. 

 

Please use the SoundTouch app to get the speaker set up again. 

 

Please let me know if this helps at all. 

 

 

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McAV
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Sep 21, 2017

Re: Soundtouch 20 Buffering problem

SoundTouch 20. Owned since 2017 I have put up with the dropping out of the sound for a long time, it has been happening since i have had the product (happens on both the 20 & the pair of 10's) I mainly use the 20 for a preset radio station on selection #1. The speaker drops out and comes back on frequently, sometimes many times in a row, it also drops out all together and will not come back on, the display says to select a preset or source, then i have to reselect the #1 to continue to listen. There is nothing wrong with my internet or router, as i have tested the same radio station through another speaker, using the same wifi etc. 

The speaker is up to date and so it my IOS app with the latest software. I have also followed the advise of reseting my router, this does not make any difference, i am in the UK.

I hope you will take responsibility of this issue as many of your customers complain of the same problems......

 

 

 

 

DeNiro
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Jan 16, 2021

Re: Soundtouch 20 Buffering problem

Hi,

 

I did as you suggested and it seemed to resolve the issue for a few days before it started happening again. What else can I do to try and resolve this? It is extremely frustrating. A very cheap radio would be more reliable than this. Sure there should be a software update to resolve something like this given how common it appears to be?

DeNiro
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Jan 16, 2021

Re: Soundtouch 20 Buffering problem

Hi McAV,

 

I am having the exact same issue as this, where it often stops completely and says to select a preset. I don't understand how a solution hasn't been found for this yet. It doesn't happen with my Soundtouch 10., only the 20.