We are not the problem

[algreen345]

Disclaimer: I like my UMC-1. I like the way music sounds. I like the way the picture on the TV looks.

What I don't like:

1. Audio dropouts in a product that is two years late and should have been running perfect on day one with FW updates that added functions and improved the product.

2. Seven pages of instructions for FW updates that puts the onus on us the customer for correct installation.

This is 2010. We are consumers of a consumer electronics product.

I gave up complex upgrades with OS/2 in 1996.

Emotiva: we are not the problem. Asking us to upgrade firmware and fix your problems with procedures that software developers use is just not acceptable.

[ICBM99]

While I agree for the most part, it would have been much better if the firmware update was much more user friendly, but there is the option of sending the UMC in to Emotiva and have them do the firmware update. Would be even nicer if Emotiva would pay for shipping. ;D

My biggest issue is that if we did update, and everything went smoothly, how are we to know that something went wrong? Hopefully I'll try to reinstall the firmware this weekend, even though I didn't have any problems the first time, I still have some of the bugs that are being discussed here.

[algreen345]

Matt, you are right. How hard is it to implement a checksum verification? These are small details that Emotiva can figure out rather than asking us to inconvenience ourselves for a week or more at our shipping expense to send the units back to them to have the firmware correctly installed using their Byzantine procedures.

[oldnickt]

they are learning. I am (mostly) tolerant when people admit they are learning and COMMUNICATE.
Vince fixed my flash issue this morning and the AUDIO IS PHENOMENAL!!!!

Apparently the communication protocol is not very robust and needs significant enhancement prior to the next upgrade.

I am sure Emo are learning..

[agehring]

Apr 16, 2010 11:36:06 GMT -5 @oldnickt said:

Vince fixed my flash issue this morning

Care to elaborate?

[why1504]

Apr 16, 2010 8:52:38 GMT -5 algreen345 said:

Disclaimer: I like my UMC-1. I like the way music sounds. I like the way the picture on the TV looks.

What I don't like:

1. Audio dropouts in a product that is two years late and should have been running perfect on day one with FW updates that added functions and improved the product.

2. Seven pages of instructions for FW updates that puts the onus on us the customer for correct installation.

This is 2010. We are consumers of a consumer electronics product.

I gave up complex upgrades with OS/2 in 1996.

Emotiva: we are not the problem. Asking us to upgrade firmware and fix your problems with procedures that software developers use is just not acceptable.

All for $700. Nothing is free. I bet for $4,000 they could have sold us units that would have been much better, unlikely they would be perfect though.

For the money you have bought a phenomenal piece of equipment. I had Meridian a few years ago. Tweeked and running it sounded phenomenal but it needing touch up every month. at least once every 6 months it would loose setup. Usually right before I wanted to watch something, requiring me to get out the manual and the meter and spend the better part of 90 minutes re-configuring the processor. (first time through with the Emo it took about 30 min from opening the box to first movie.) I called Meridian in Atlanta, they said, send in the processor with $1000 and we will recalibrate it and give you a 1 year warranty. Think about that one for a while. I actually sold all the Meridian to a guy in Nashville.

[agehring]

Apr 16, 2010 12:29:59 GMT -5 why1504 said:

All for $700. Nothing is free. I bet for $4,000 they could have sold us units that would have been much better, unlikely they would be perfect though.

This reminds me of "Bad Analogy Guy", a cartoon, I've read somewhere...

Firstly, I like my UMC-1, and I'm not complaining, yet. However, your above statement seems like it is a "straw man argument".

What is the difference between a $7000 car and a $14000? <-- Features.

They both "provide the basic function of a car", regardless of price

[dholtz1]

I installed the upgrades yesterday from my laptop/Windows 7 -- carefully following the instructions (not difficult at all), the installation went in without a hitch. Took digital photos of setup screens before I installed, but it took several hours to reconfigure everything.

Still evaluating the fixes. Audio and video are wonderful, but the audio dropouts and unavailable audio at times with my DirecTV HR-20 DVR are really annoying and need to be fixed promptly. This has been a known issue for some time and apparently impacts other DVRs, too.

Will evaluate previous problematic issues when I have more time to test the firmware. Initial observation, although not confirmed, is that the audio modes may not be working correctly. I may be mistaken about this.

If the problem reported by one (or some) with "blown" tweeters/high volume is common, that's a huge issue, as I use Thiel 3.5 speakers for surround -- to replace them would run $4,000+, as the appropriate replacement tweeters would be difficult to find .

[moe]

Did someone say you/we were the problem?

[ratmice]

Apr 16, 2010 13:15:35 GMT -5 moe said:

Did someone say you/we were the problem?

It's implied when you get an "It works here" response, or "you need to update again/with another computer" response.

[algreen345]

$700 or $7000 isn't the issue.

Oppo shipped their $499 BluRay player with three upgrade options - ethernet, USB stick, or CD - that all worked flawlessly from the getgo and didn't require customers to waste time following 7 pages of needless instruction.

The issue, I believe, is a small firm that churns out new products all the time - some of which only stay in market a few months before being discontinued - and doesn't pay enough attention to ALL the details.

Look, you can't know what you don't know. That's why a customer beta program is the smart way to go when you have limited resources and a loyal customer base. They didn't do that formally and we are all now doing that for them informally.

[moe]

I'm with ya on the beta.

I had an oppo 83,worked fine,I sold it,I don't consider it anything special.I have UMC,it has a few issues that effect some,not me,I'm keeping it,it it special and has sound quality I could never hope to afford until Emotiva decided to offer a prepro that has almost no profit margin.

I replaced the oppo with a better sacd player and a wifi BR player I like better,all for a price much less than the 83.

Where can I find a unit I like better than the UMC,for 2/3 the cost?I can't,not for2x for that matter.I just try to keep things in perspective,only imo.

[roadrunner]

Since the release of the v6 FW, I have noticed several people have reported audio drop outs with their satellite and cable TV service. I don't know if the UMC-1 is a contributing factor in the drop outs because I have a DirecTV HR21 receiver connected via component Video/digital audio through an old JVC receiver that pre-dates the introduction of HDMI. In the past two days I have experienced at least a dozen drop outs on my satellite service. I have had 3 drop out episodes in the past 4 hours -- and this has nothing to do with the UMC-1. All of these miscues have been attributable directly to the satellite receiver.

The UMC-1 may indeed have some drop out issues, but how will any of us know whether the issue is with the satellite receiver or the UMC-1. My UMC-1 is not even in the system I have been having these problems with. On top of that, three months ago I contacted DirecTV tech support and they admitted they were responsible for the drop outs (and other issues) and that they "hoped" to fix those issues in a future software download. Based on the performance of my HR21 these past two days, DirecTV has not yet fixed their systems. I have been observing these issues with the satellite service for at least the past year, but have become much more "aware" of them since the release of the UMC-1 -- simply because my attention has been focused looking for any flaw.

Debugging the UMC-1 would be so much easier if the source equipment was working flawlessly. As of now, how would you know if the UMC-1 was at fault or if it is just the satellite receiver continuing to misbehave? All we need is more challenges in trying to identify which piece of equipment is the culprit. ;D Is anyone ready for a straight-jacket or a rubber room yet?

[dholtz1]

Re: drop outs with my DirecTV HR-20 DVR -- several weeks ago, Dan Laufman and I discussed this. He said the problem is that some DVRs tend to have a weak HDMI audio stream that causes the drop outs. After that, I went to component video and optical audio as a temporary fix but I really want to use HDMI and hoped the latest firmware upgrade would solve the issue. Mr. Laufman said Emotiva would be investigating this further.

With the latest firmware releases, I'm back to HDMI connections. We'll see what develops.

[mick16]

I don't have the UMC-1 anymore, but I had similar HDMI issues with the HR21 and the UMC-1. I called DirecTV and they tried to blame it on my HDMI cable stating that all of their HD-DVR units have the same HDMi signal strength (although I've read differently online). I explained to them that it wasn't the cable as I wasn't experiencing these issues with the PS3 or Xbox 360 or Toshiba HD-A3.

DirecTV said that I could pay $20 for shipping and they'd send me out a new receiver, but there was no guaranty I'd get a newer model. If I knew that I'd get a HR-23 or HR-24, I'd of taken a shot, but didn't want to spend $20 and get the same model again. If you pay that $5 a month for "insurance" or if the unit is less than a year old, I think they waive the shipping charge, so this might be an option for some people to try to see if it solves the problem.

[TaT]

I never had audio drop outs until this update. SMe umc, same DVR from the time the first umcs shipped. Last night I had to switch inputs everytime I fast forwarded the dvr.

[sergeantynot]

I agree with the OP. I'll stick with Emo's amps and speakers. The UMC-1's bugginess is not for me. I have a 6-year-old Pioneer Elite that is going strong, and bug-free. I guess I'm spoiled by that, and the idea of crossing my fingers that a FW update will fix problems is not too enticing.

[Dan Laufman]

Gentlemen,
I agree with you.

You are not the problem, we are. There is no point making excuses, and I don't want to. I am painfully aware of the trouble and confusion this issue is causing you, and I am working very hard to make this right for all of you, and to simplify the process moving forward.

I do not agree with the claim we "churn out" product after product, with no regard to the impact on you; this is not a fair assessment of us. With the exception of the processor, all of our products essentially "just work". However, the UMC-1 has had teething issues and we have put you in a position that I do not like you to be in. This will be corrected and you will be satisfied.

The UMC-1 is a wonderful platform and I do not want to see it hurt by issues, that are at the core, not a reflection of its inherent "goodness", but reflect a lack of experience on our side in rolling out a product of this complexity. You message is heard and is taken to heart.

We have moved too quickly in some areas due to the pressure we feel to "do something" and we have made, what are essentially. simple mistakes. But this fact, although well intentioned, has inadvertently made you assume a role that is inappropriate, and has caused you inconvenience, confusion, and frustration.

I owe you all an apology. I see the error in my ways, and I mean this quite seriously.

I will have more advice on this issue on Monday. I think we all know know that the UMC-1 is essentially a great platform. I will see to it that the remaining issues are corrected and I will do whatever I can to make this less painful for you from this point forward.

Please allow me a little more time to get my "digital house" in order. You have my word that I will.
Thank you,
Big Dan

[radridd]

Thanks Dan,

I have currently taken another pre/pro route but still want a UMC/XMC in my system. I know you guys will make it right.

[aboroth00]

I as many others just want it to work. After moving finally into the realm of HDMI connections, I wanted to finally finalize my setup so I can sit back and enjoy. I hope everyone shares my optimism to have a fully functional UMC as soon as possible.

The UMC puts out wonderful sound and fully services my needs. However, the amount of frustration it has caused is undoubtedly understandable.

I and other UMC owners will be looking forward to an update regarding the latest firmware release.