Dueport Posted April 10, 2021 Share Posted April 10, 2021 When listening to Amazon music from the controller (EA1) after a little while it starts cutting in and out over and over. Does anyone know why this happens or how to fix it? Makes it unusable so I would really appreciate any suggestions. Similar topics have been raised in the past but I don’t see any explanations or solutions other than @South Africa C4 user suggested “dropping the advanced audio setting by one level” but I don’t know where that setting is or if it fixed the problem for others. I don’t think it is my controller as it isn’t being taxed: CPU usage 5-10% and memory 804MB. Also other threads report similar problems with EA1, multiple EA5s, and an HC250. Also don’t think it is Amazon because other threads say they have problems with Deezer, Pandora, and Napster as well as Amazon. I don’t think it is my network because that setup is solid and no issues whatsoever using sources linked to sonos connect (which feeds into the C4 integrated audio system) just like the EA1. I’d run everything through sonos connect but that doesn’t allow you to browse music through the C4 app the way that Amazon music does so it has to be run through the controller rather than the sonos connect. Quote Link to comment Share on other sites More sharing options...
-defunct- Posted April 10, 2021 Share Posted April 10, 2021 What is your EA1 connected to and is it your only Control4 controller? Quote Link to comment Share on other sites More sharing options...
msgreenf Posted April 10, 2021 Share Posted April 10, 2021 What is your dns set to for your network? Quote Link to comment Share on other sites More sharing options...
Dueport Posted April 10, 2021 Author Share Posted April 10, 2021 7 minutes ago, Dunamivora said: What is your EA1 connected to and is it your only Control4 controller? EA1 goes into an hdmi audio extractor that outputs into an input on my C4 matrix amp. It is my only C4 controller. Quote Link to comment Share on other sites More sharing options...
-defunct- Posted April 10, 2021 Share Posted April 10, 2021 1 minute ago, Dueport said: EA1 goes into an hdmi audio extractor that outputs into an input on my C4 matrix amp. It is my only C4 controller. HDMI audio from controllers requires an EDID. Do you know if your HDMI audio extractor provides EDID management? Quote Link to comment Share on other sites More sharing options...
Dueport Posted April 10, 2021 Author Share Posted April 10, 2021 5 minutes ago, msgreenf said: What is your dns set to for your network? I use Cloudflare 1.1.1.1 msgreenf 1 Quote Link to comment Share on other sites More sharing options...
Dueport Posted April 10, 2021 Author Share Posted April 10, 2021 6 minutes ago, Dunamivora said: HDMI audio from controllers requires an EDID. Do you know if your HDMI audio extractor provides EDID management? Had to check but it says it does. I’m using the JTech JTDAT5CH. It says it has “Audio EDID Settings: 2CH for L/R or SPDIF stereo output; 5.1CH for SPDIF Output, Supports uncompressed audio such as LPCM.... Supports compressed audio such as DTS Digital, Dolby Digital. Provides the Best Flexibility through Three NEW Audio EDID Settings: Pass, 2CH and 5.1CH....” I have it set to “2CH.” Quote Link to comment Share on other sites More sharing options...
-defunct- Posted April 10, 2021 Share Posted April 10, 2021 That should be fine then. Is the EA1 connected to the network via ethernet or wifi? Quote Link to comment Share on other sites More sharing options...
Dueport Posted April 10, 2021 Author Share Posted April 10, 2021 Just now, Dunamivora said: That should be fine then. Is the EA1 connected to the network via ethernet or wifi? Ethernet just like sonos connect. Appreciate your help troubleshooting. Quote Link to comment Share on other sites More sharing options...
-defunct- Posted April 10, 2021 Share Posted April 10, 2021 All of that sounds like it should be working. Next step is to get in-depth troubleshooting with Control4 support. Quote Link to comment Share on other sites More sharing options...
Dueport Posted April 10, 2021 Author Share Posted April 10, 2021 2 minutes ago, Dunamivora said: All of that sounds like it should be working. Next step is to get in-depth troubleshooting with Control4 support. Thank you it is confusing and frustrating so that may be the only option. Would adjusting the “advanced audio setting” help and if so where is that setting? Quote Link to comment Share on other sites More sharing options...
-defunct- Posted April 10, 2021 Share Posted April 10, 2021 The max quality setting for audio wouldn't change much. It controls the sample rate of the stream for the Control4 portion of the audio distribution. It won't impact what is downloaded from the streaming service. The latency levels are to compensate if you stream over WiFi and have a WiFi device cutting in and out. Quote Link to comment Share on other sites More sharing options...
Dueport Posted April 10, 2021 Author Share Posted April 10, 2021 48 minutes ago, Dunamivora said: The max quality setting for audio wouldn't change much. It controls the sample rate of the stream for the Control4 portion of the audio distribution. It won't impact what is downloaded from the streaming service. The latency levels are to compensate if you stream over WiFi and have a WiFi device cutting in and out. That’s too bad. Is there any chance a network setting could be an issue? I use all ubiquiti gear. Other option would be picking up an EA3 for the audio out to bypass the hdmi extractor and use the special audio chip one the EA3. I hesitate to do that though considering others have had this issue with EA5s so I don’t know that my issue is controller resources. Quote Link to comment Share on other sites More sharing options...
-defunct- Posted April 10, 2021 Share Posted April 10, 2021 I wouldn't know unless I looked at logs, but they have to go through C4 tech support for me to review if they cannot resolve it. Quote Link to comment Share on other sites More sharing options...
eggzlot Posted April 10, 2021 Share Posted April 10, 2021 Work with your dealer and change the input on the matrix. Maybe the input is bad - or heck easy enough swap out the cables and see if ya got a bad cable i had audio cutting out once and it was a bad/dead input. Quote Link to comment Share on other sites More sharing options...
South Africa C4 user Posted April 10, 2021 Share Posted April 10, 2021 I don’t think the advanced audio setting would help with what you describe (it is in the properties of the digital media driver - I think). The idea of changing cables is well worth a try... otherwise it sounds like you need a dealer and tech support involved... Quote Link to comment Share on other sites More sharing options...
Dueport Posted April 10, 2021 Author Share Posted April 10, 2021 @Dunamivora @eggzlot @South Africa C4 user @msgreenf Thanks for weighing in guys - I appreciate it. I'll give the input and cable switch a try and then reach out to C4 tech support if it is still an issue. Good to know this isn't a normal experience at least..... South Africa C4 user 1 Quote Link to comment Share on other sites More sharing options...
ekohn00 Posted April 10, 2021 Share Posted April 10, 2021 It could also be the HDMI audio extractor is bad. Quote Link to comment Share on other sites More sharing options...
South Africa C4 user Posted April 10, 2021 Share Posted April 10, 2021 7 hours ago, Dueport said: @Dunamivora @eggzlot @South Africa C4 user @msgreenf Thanks for weighing in guys - I appreciate it. I'll give the input and cable switch a try and then reach out to C4 tech support if it is still an issue. Good to know this isn't a normal experience at least..... Definitely not normal! Dueport 1 Quote Link to comment Share on other sites More sharing options...
Cyknight Posted April 10, 2021 Share Posted April 10, 2021 17 hours ago, Dueport said: EA1 goes into an hdmi audio extractor that outputs into an input on my C4 matrix amp. It is my only C4 controller. Hmm, the extractor should be fine as such but....it the HDMI still fed out to something for on-screen? MANY hdmi audio extractors -including otherwise very good ones- do NOT like to operate without and HDMI output connected and ACTIVE. If you do have on-screen, have you tried to see if having it on a TV while playing the music makes a difference? Quote Link to comment Share on other sites More sharing options...
Dueport Posted April 11, 2021 Author Share Posted April 11, 2021 11 hours ago, ekohn00 said: It could also be the HDMI audio extractor is bad. Good point - something to test if it continues 7 hours ago, Cyknight said: Hmm, the extractor should be fine as such but....it the HDMI still fed out to something for on-screen? MANY hdmi audio extractors -including otherwise very good ones- do NOT like to operate without and HDMI output connected and ACTIVE. If you do have on-screen, have you tried to see if having it on a TV while playing the music makes a difference? That's an interesting angle - yes the HDMI continues out of the extractor into a matrix - I'm not sure if that maintains an active output when not viewed by a TV. I will certainly try turning on the TV and viewing the on-screen during future skipping. I tried changing inputs on the matrix amp earlier today - and also noticed that I was mistaken on the EDID setting on the HDMI audio extractor - it had been set to "pass" so I switched that to "2 ch." After changing those two things, we were listing to amazon music in the backyard all afternoon and it didn't skip.....so maybe one/both of those things did the trick.....will keep testing. Really appreciate all the help here guys! eggzlot 1 Quote Link to comment Share on other sites More sharing options...
Rob21 Posted April 11, 2021 Share Posted April 11, 2021 I know this doesn’t really help but I just wanted to add that I’ve had the same problem just with Pandora in the past. I’ve also looked through all of the forums when I was having the problem and I was in the same spot as you. I haven’t had the problem in a few months now and my guess is a software update fixed it. Dueport 1 Quote Link to comment Share on other sites More sharing options...
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