We are not the problem

[avnut]

Dan,

Thank you for your post. I am one of the folks who reluctantly had to cancel my place on the preorder list. As much as I love to tinker with AV equipment, I can not ask my wife, who has trouble dealing with a single universal remote, to become an AV problem solver. I, like many others, have been waiting a long time for the UMC and I really believe that our wait will ultimately be rewarded. I feel badly for the early customers who have had to deal with the UMC hiccups but especially for the people at Emotiva who undoubtlly take all of the forum criticisms personally. Despite my frustrations born of waiting and sometimes not seeming to receive much information, I know that you folks who eat and sleep with the UMC endure the most frustration of all.

Despite forum comments on operational issues, comments on the sound quality have been uniformly positive if not great. Based on these comments I still believe the UMC or the XMC will be in my theater at some point. Again, Dan, Thank you for your post.

Ray

[algreen345]

Dan,

Good response. While we are not the problem, your customers have ideas and capabilities to be part of the solution. Include your crowd and make the resolution as transparent and open as your mea culpa.

Steve

[outlawrock]

Thanks for all the posts here folks. I received my UMC-1 a couple of days ago, and flashed it to the 6.0 firmware. I was this morning going to replace my DMC-1 with the UMC-1 until I heard about the new problems. Fortunately I checked the boards first (actually looking for remote control advice) and saw the instant updates from y'all about issues. So I'll hold off for now. In the meantime I've ordered a Harmony 900, so that should give me a toy to play with while I wait for "good" firmware.

[mdanderson]

Apr 17, 2010 6:35:09 GMT -5 aboroth00 said:

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.

I agree and thanks Dan for posting the latest update. I look forward to future ones.

[brettjb]

Helluva mea culpa there, Big Dan. I'll admit I've been frustrated at times, but when it works, oh how good it sounds... That's what's kept me in this so far.

I thank you for your honesty and sincerity. It's nice to see you're "owning" the problem - it gives me a renewed sense of confidence.

I'm eagerly anticipating your update on Monday.

--Brett

[Nooff]

Thanks for the update Dan! I truly believe you guys are doing whatever needs to be done. Please keep in mind though, that you absolutely need us to try the beta before releasing it to the public. It is key to the succes of your product. There is no need to rush a firmware update just because people are asking for it now. Do it once, but do it good. It doesn't matter if it'll take you guys 3 months, it's always faster than doing it over and over again. Keep up the good work!

[dholtz1]

I've gone back to an optical audio cable and component video cables until the next and hopefully final software upgrade. Aside from HDMI problems, audio modes and varying audio levels absolutely must be included in the next firmware upgrade. Very, very frustrating.

Thanks for your comments, Dan, and your reassurances. As one who, before retirement, managed public relations for several marketing divisions at a Fortune 500 company, frequent communications with customers is critically important. Please inform us regularly about progress on resolving the various concerns individuals are postng.

Really like my UMC-1 and want to keep it. I waited a long time for it to become available. Audio for CDs and tuner are wonderful, and the HD video images are stunning.

Let us know how work is progressing. Thanks, again.

[visiter555]

Apr 16, 2010 14:50:54 GMT -5 roadrunner said:

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?

Roadrunner,

I have a Dish ViP211 & a ViP722 both connected to A Rotel RSP1570 or a Rotel RSX-1560 via HDMI only. Neither has had a single drop out.

I also have a Motorola 3416 and a Pace connected to the Rotels via HDMI only. Neither has had a single audio drop out.

I have been watching these in particular since the claims started that it was the UMC and others stating it was the Dish or Motorola (no one mentioned Pace...lol)

I see a lot of DD 3/2 to DD 2.0 changes on both boxes, but not once have I experienced any audio issues on the Dish or Moto boxes. I also have the WD TV Live attached via HDMI with no issues what so ever.

Possibly Direct has the audio problems, I honestly haven't bothered with Direct for five years.

I too am on the pre-order list and at this point am a "PASS" minded person. Only because I don't have faith in Emo getting this one right. For me the UMC was going to be something to "play" with. I don't want to "play" THAT much! lol

[klinemj]

Having just read Lonnie's post from around 1 PM today in the official Big Dan Status Update thread, I have to say 4 things:

1) Lonnie is a real man to admit what he admitted, and I thank him for his brutal honesty.
2) Lonnie - don't get too down on yourself through this. You have given us some great stuff, and by all reports the UMC's that are working well are spectacular!
3) Lonnie - it looks like you have a select few folks who can be your "acid test" consumers who have had selected problems. Once you have the improved code, I STRONGLY suggest you leverage those folks to confirm the solutions. Clearly, those folks are having issues and are passionate about the product wanting it to work. If you solve their problems, you likely have this thing figured out.
4) Given what Lonnie has said, we need to switch our focus from commenting/reporting repeatedly on the same issues that have been noted so far and focusing on trying to figure out how we can best help Lonnie and crew get to a rapid resolution. To me, that means - staying rational and providing useful data to Lonnie (vs. emotional outbursts re. how upset we are about problems w/the UMC-1...).

Mark

[thomasd92]

I have an Onkyo 885 and it took about 4 updates to get it right . it has been stable since that . Give Emotiva some time and they will get it right.I have Emotiva XPA5,XPA2, USP-1,ERC-1and EDR-1 speakers and could not be happier with these products.. These new processors are very complicated and take time to correct software problems. I have a Directv HR20-700 and audio drop outs are a problem with Directv on HD channels.. If you read the Directv forums this is an ongoing problem.

[moovtune]

I'm hoping Lonnie's explanation of the PLIIx center width problem was a mistake in channels mentioned. The Center width shouldn't add more of the center into the "Surrounds" as he stated, but should be into the "L/R front" channels to create a center phantom image. Otherwise there will still be a problem - with dialogue coming from everywhere. (I would have put this in the PLIIx topic but it seems the boss has locked that one.)

[darklight0tr]

Dan,

Thanks for the update. I feel that at least there may be some light at the end of the tunnel.

When the UMC-1 works, I love it. Unfortunately the reliability just isn't there yet. The next firmware needs to fix the Audio Dropouts, Loss of channels, PLIIx issues and volume spikes (haven't had this one yet).

I feel better now than I did yesterday, but remain on the fence as to whether I will keep the UMC-1. I want to, but I can't deal with these types of issues over the long haul.

[Deleted]

Apr 17, 2010 15:15:56 GMT -5 klinemj said:

Having just read Lonnie's post from around 1 PM today in the official Big Dan Status Update thread, I have to say 4 things:

1) Lonnie is a real man to admit what he admitted, and I thank him for his brutal honesty.
2) Lonnie - don't get too down on yourself through this. You have given us some great stuff, and by all reports the UMC's that are working well are spectacular!
3) Lonnie - it looks like you have a select few folks who can be your "acid test" consumers who have had selected problems. Once you have the improved code, I STRONGLY suggest you leverage those folks to confirm the solutions. Clearly, those folks are having issues and are passionate about the product wanting it to work. If you solve their problems, you likely have this thing figured out.
4) Given what Lonnie has said, we need to switch our focus from commenting/reporting repeatedly on the same issues that have been noted so far and focusing on trying to figure out how we can best help Lonnie and crew get to a rapid resolution. To me, that means - staying rational and providing useful data to Lonnie (vs. emotional outbursts re. how upset we are about problems w/the UMC-1...).

Mark

I like idea #3

[Deleted]

Apr 17, 2010 5:40:45 GMT -5 Dan Laufman said:

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

OK, but where's the toaster?













;D

[Lonnie]

Apr 17, 2010 15:15:56 GMT -5 klinemj said:

Having just read Lonnie's post from around 1 PM today in the official Big Dan Status Update thread, I have to say 4 things:

1) Lonnie is a real man to admit what he admitted, and I thank him for his brutal honesty.
2) Lonnie - don't get too down on yourself through this. You have given us some great stuff, and by all reports the UMC's that are working well are spectacular!
3) Lonnie - it looks like you have a select few folks who can be your "acid test" consumers who have had selected problems. Once you have the improved code, I STRONGLY suggest you leverage those folks to confirm the solutions. Clearly, those folks are having issues and are passionate about the product wanting it to work. If you solve their problems, you likely have this thing figured out.
4) Given what Lonnie has said, we need to switch our focus from commenting/reporting repeatedly on the same issues that have been noted so far and focusing on trying to figure out how we can best help Lonnie and crew get to a rapid resolution. To me, that means - staying rational and providing useful data to Lonnie (vs. emotional outbursts re. how upset we are about problems w/the UMC-1...).

Mark

Mark,

Thank you very much for your comments, they are appreciated.

Both Dan and myself have some ideas for future implementaiton and testing of the code. Monday we are going to sit down and put together a new plan to resolve this. We will post an update at that time.

Thank you again for kind comments and understanding.

Lonnie

[xki]

Dan.

Class act.

My fear is that this 1 product could set the overall reputation index for the entire Emotiva line.

Get this right and Emo will go places unthinkable. Get it wrong and you could be set back 5 years. But, you already know this. Realize this is a critical juncture. Please! There is leverage in the industry yet unrealized here. All will benefit from your success.

Xki

[DellaDog]

To All.

Lonnie, Dan...

Don't beat yourselves up, I'm married and I know what it's like to not meet expectations and beat one's self up. But...

Today my wife said she doesn't know how to turn the radio on. I said, simple hit this button, switch to Tuner & you're good to go.

Unfortunately there was no sound, I tried changing inputs, mucking with effects but to no avail. I couldn't get the frigging radio on. It took a CTR_ALT_DLT power reset just to get the radio on. Rolled eyes and walked away.

But, I'm willing to work this through because I'm not going to pay $2000 plus for what you guys have figured out how to offer for considerably less.

Hang in there, and don't take too much of this sh** personally.

Pat