Sirius/XM Server Disconnected - AVS Forum
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post #1 of 25 Old 04-23-2014, 02:54 PM - Thread Starter
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I've owned the X1000 for several months now. Everything works as advertised except my Sirius/XM subscription.

I'm not sure when it began but recently after I log into Sirius and choose any station in any category the station will play anywhere from a few seconds to several minutes before stopping with the message - server disconnected. It will then automatically scan other stations within the same category (Pop, for example) randomly connecting with some before again disconnecting. After it scans all the stations in the category it just stops altogether.

I am virtually certain this problem has nothing to do with my network since other on-line services such as Pandora work flawlessly. Nevertheless, I have restarted my modern and router with no impact. FWIW, I can connect to Sirius via my iPad and computer with no problems.

Other troubleshooting has been to soft reset the X1000; reset the microprocessor; Use a fixed IP; change Sirius log-in password; log out and into the service.. Again, nothing changed with any of these attempts.

I called Sirius who blames the Server Disconnect issue on a hardware problem (Meaning, I suppose the X1000.) I've contacted Denon with no help at this point.

Any thoughts?
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post #2 of 25 Old 04-23-2014, 09:38 PM
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I have another few post regarding what I think is a similar issue. Ever since the Dolby digital plus firmware update (I have an AVR-2313) I have not been able to use the Sirius app. I have soft reset the receiver, I have reset the micro processor. I have used the web app to log out of the Sirius app, I have changed my Sirius login credentials and nothing has worked. On my unit, it will open the Sirius app and then attempt to connect to a channel in the pop category, and then say track not found. The other network functions that I normally use, all work fine.
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post #3 of 25 Old 04-25-2014, 07:25 AM
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My 1913 is doing this lately and the only solution I have is to do a soft reset also.
I hope this gets addressed with a new F/W update.

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post #4 of 25 Old 04-26-2014, 10:43 AM
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I wish that a soft reset would address my problem. I have not been able to use Sirius for over a month.
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post #5 of 25 Old 04-27-2014, 04:21 PM - Thread Starter
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Well, this is becoming more and more befuddling. For the last couple of days I have randomly been able to connect to Sirius/XM without the server disconnecting.. Seems to be dependent on the time of day (Mountain Standard). It's usually a no go until the evening (Typically after 8:00 PM locally).

Since I can periodically connect to Sirius without issue, I'm beginning to wonder if the problem is the receivers firmware (AVR-X1000) or just the lack of server capacity. It would be nice if Denon would respond to my inquiries. I plan on calling them again tomorrow.
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post #6 of 25 Old 05-05-2014, 10:33 AM
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I would be interested to hear how your conversation with Denon went. I am still unable to use Sirius at all.
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post #7 of 25 Old 05-06-2014, 03:14 PM - Thread Starter
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They had me reset my AVR (By holding the Zone 2 Source Button and Dimmer Button on the Receiver (With Power Off) until the screen flashed). Didn't fix the problem.

I can connect to Sirius without issue during, what I assume to be, low usage times - Late in the evening and sometimes during weekends. This implies to me the device is working fine but the server (Either Denon's or Sirius's) has a capacity problem. I notice that before the server disconnect notice appears the service is running at about 256 BPS. Obviously when it fails it drops to 0 BPS. I am very disappointed with the customer service support supplied by Denon. FWIW, before the last firmware update Sirius worked perfectly. Probably my last Denon product ever.
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post #8 of 25 Old 05-08-2014, 05:57 AM
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Thanks for the update, the reply from denon is dissapointing I would agree. This has got to be a firmware issue in my opinion. Maybe we just need more people to discover the issue and start complaining.
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post #9 of 25 Old 05-11-2014, 08:10 AM
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Same exact problem here with a DENON AVR-3313CI that started with the aforementioned firmware update. I can connect to Sirius initially, but then after anywhere from a few seconds to minutes, I get the Server Disconnected message. Sometimes it will go to another channel in the category, but then the problem cycles again shortly thereafter.

Hopefully others with the same problems will reply to this thread and call Denon also, so they realize that this is a Denon firmware problem and not a Sirius problem.mad.gif
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post #10 of 25 Old 05-13-2014, 08:14 PM - Thread Starter
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I received an email today from Denon Support that the Sirius server disconnect issue is a known problem that their engineers are working on to fix. They indicated Sirius made an unidentified change to their service that caused the problem.

They expect to have a firmware update available within the next 30 days!

Took awhile but I'm glad Denon finally acknowledged the problem. Would have been nice if that would have occurred before suggesting futile microprocessor resets, network card resets, etc..
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post #11 of 25 Old 05-14-2014, 06:13 AM
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Awesome, thanks for following up on this. I'm glad that it is firmware and not just mine, or a handful of units. Agree on the acknowlegement of the problem though, I spend more than a few hours trouble shooting this issue.
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post #12 of 25 Old 05-30-2014, 12:34 PM
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Quote:
Originally Posted by tbsteph View Post

I received an email today from Denon Support that the Sirius server disconnect issue is a known problem that their engineers are working on to fix. They indicated Sirius made an unidentified change to their service that caused the problem.

They expect to have a firmware update available within the next 30 days!

Took awhile but I'm glad Denon finally acknowledged the problem. Would have been nice if that would have occurred before suggesting futile microprocessor resets, network card resets, etc..


This is good to hear because mine is getting worse, soft reset does nothing, nor a hard reset. It's getting annoying.

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post #13 of 25 Old 07-04-2014, 01:36 PM
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Has anyone heard anything new about this? I've not seen an update in a while, so not sure if they're still looking at it.


Thanks.

Heath
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post #14 of 25 Old 07-04-2014, 04:43 PM
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Could it be location based?

I live in the Washington DC area and experience this often. Happened when sitting down to dinner tonight listening to SiriusXM when the dreaded Server Disconnected message started happening.

I also have noticed the display on the receiver doesn't change song name now. But if I turn on TV, it is current.

DENON, IF YOU READ THESE THREADS, PLEASE FIX THIS ISSUE!!!
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post #15 of 25 Old 07-04-2014, 06:37 PM
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My wife has SXM in her car so we signed up for the internet plan since I told her the receiver would handle it. But that was pretty bad. Denon hasn't released a firmware update in some time, so hopefully soon they'll have a fix for it.

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post #16 of 25 Old 07-10-2014, 05:00 PM - Thread Starter
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Quote:
Originally Posted by Carcaridon View Post
My wife has SXM in her car so we signed up for the internet plan since I told her the receiver would handle it. But that was pretty bad. Denon hasn't released a firmware update in some time, so hopefully soon they'll have a fix for it.
Well, I contacted Denon again today about their promise the fix this issue via a firmware update "in about a month" from May 23, 2014. I'll post here again if I hear from them (Notice if not when).

Customer Service from most companies leaves something to be desired. But, in Denon's case, they appear to hold their customers in contempt. I've owned a lot of receivers in the last 40 plus years, my current X1000 being the first one from Denon. I bought it because of their "reputation". Gross misunderstanding on my part. These people make the likes of Sony and Emerson to be forward thinking (Does Emerson still exist?). Enough ranting.
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post #17 of 25 Old 07-15-2014, 08:40 AM
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That sucks that they're not holding true to their word. Like you I bought it based on what I thought their rep was as well. Hopefully we'll get a fix soon. I've read different accounts on this is a Denon issue, or SXM issue. Wonder who actually broke it?

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post #18 of 25 Old 07-18-2014, 08:48 PM
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I also have an X1000 and Denon told me the channel jumping was a hardware problem. That's despite my telling them it only happened after a firmware update (that did cleaned up the SXM channel graphics on my TV and tablet) and an agent on the phone confirmed it is "a known issue.". Therefore it spent two weeks at Pure Service, an authorized service center here in Chicago. They told me they replaced "a digital board," but offered nothing further.

Of course, the problem continues (more channel jumping than anything else) and of course it was solid before I stupidly allowed it to update its firmware. It is running release 9500-0784-9123.

I've sent an email to Denon to reopen the case they closed on this and have saved all their emails. Given all of the above, I'm not holding out much hope.

Also this week SXM killed one of my favorite channels (SXM Pops). Maybe all of this not meant to be, since one of the reasons I chose Denon was for streaming SXM.

Last edited by marcmag; 07-18-2014 at 08:50 PM. Reason: extra spaces
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post #19 of 25 Old 07-19-2014, 07:43 AM - Thread Starter
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Quote:
Originally Posted by marcmag View Post
I also have an X1000 and Denon told me the channel jumping was a hardware problem. That's despite my telling them it only happened after a firmware update (that did cleaned up the SXM channel graphics on my TV and tablet) and an agent on the phone confirmed it is "a known issue.". Therefore it spent two weeks at Pure Service, an authorized service center here in Chicago. They told me they replaced "a digital board," but offered nothing further.

Of course, the problem continues (more channel jumping than anything else) and of course it was solid before I stupidly allowed it to update its firmware. It is running release 9500-0784-9123.

I've sent an email to Denon to reopen the case they closed on this and have saved all their emails. Given all of the above, I'm not holding out much hope.

Also this week SXM killed one of my favorite channels (SXM Pops). Maybe all of this not meant to be, since one of the reasons I chose Denon was for streaming SXM.
Well, I finally heard back from Denon (Refer to my post of 7/11/2014).

The CSR again confirmed the Sirius/XM server disconnect problem is a firmware issue - not a physical hardware problem. The Rep also indicated their "engineers" are still working on a firmware update. No time line was offered.

FWIW, it has now been almost three months since my original problem report; two months since Denon confirmed the server disconnect issue and; more than a month after their original "fix" date. Nice!
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post #20 of 25 Old 07-19-2014, 10:16 AM
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Talking to a Denon Rep by phone will lead to a call-back

I received the following email this morning:

Subject
"Server Disconnected" and unattended channel switching on SiriusXM

Discussion Thread From Submitted Question
Response Via Email (Ernest Patterson)

07/19/2014 12:08 PM

Sir,
Thank you for contacting Email Support and I do apologize that your running into this issue. If you would please contact Customer Service by phone at 800-497-8921 Monday through Friday between 10am and 10pm, and on Saturdays between 12pm and 8pm EST. They will be able to get this figured out for you while your on the phone. Thank you again.

Respectfully,
Denon Home Tech Support
________________________________________________

So the phone rep suggested I go back to Pure Service to have them try again. I refused to do so, saying those of us on the forum either have been told it is a firmware problem, or at least suspect so.

They instead said they would call me back on Monday when the specialists are in. I urged them to log into AVS and read this string. I'll suggest the same thing on Monday and report back here what they say.

BTW: I suspect when SXM began the MySXM functionality of personalizing the streams earlier this year, it broke something in the Denon's ability to lock onto the streams.
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post #21 of 25 Old 07-19-2014, 07:35 PM - Thread Starter
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It's apparent that some of Denon's CSR's are not aware of the SiriusXM server disconnect issue and thus provide inappropriate responses. Below is a copy of of their response to my inquiry about a firmware update to fix this problem.

Discussion Thread From Submitted Question
Response Via Email (Robert from Customer Service & Support) 07/17/2014 04:42 PM
Dear Tom,
We are aware of the issue and at this time we are still waiting to hear back from our Engineers regarding this matter. Please refer to ticket #xxx When you need to reply back to us.

Thank You

D+M Group
Customer Service and Support
:
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post #22 of 25 Old 07-24-2014, 06:48 PM
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The promised call from a specialist never came, so I called a CSR. He confirmed firmware is the problem and likely solution at a time to be determined. He was unaware of the problem carrying over to the new 1100 receivers, but why wouldn't it?

I'm still slated to get a call from a specialist, so maybe they will know more at that time. But not holding my breath , since that seems like no better an idea than trying to return this receiver.

Note the 1100 has reorganized the streaming choice selection. It is also 7.2 channel to let you power Zone 2 if you are a 5.1 person, rather than just a pre-out, for the same MSRP as the 1000.
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post #23 of 25 Old Today, 12:52 AM
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Quote:
Originally Posted by tbsteph View Post
I received an email today from Denon Support that the Sirius server disconnect issue is a known problem that their engineers are working on to fix. They indicated Sirius made an unidentified change to their service that caused the problem.

They expect to have a firmware update available within the next 30 days!
Why would Denon need to fix a problem Sirius created? Has anyone talked to Sirius?
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post #24 of 25 Old Today, 08:15 AM
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My guess is the introduction of the stream customizations ("MySXM") threw Denon for a loop. Since Denon is one of the few receiver manuafacturers (isn't Onkyo the only other choice?) to support SXM, you'd think there would have been better coordination.

But this is a WAG, based only the timing of this problem.
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post #25 of 25 Old Today, 09:18 AM - Thread Starter
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Quote:
Originally Posted by Roger Dressler View Post
Why would Denon need to fix a problem Sirius created? Has anyone talked to Sirius?
Roger - My first phone call about the SiriusXMserver disconnect issue (April 23, 2014) was to SiriusXM. They indicated "my problem" was a "hardware" problem. Thus, my next call was to Denon (Again on 4/23/2014).

On 5/6/2014 Denon Supported contacted me advising to soft restart; reset network and;reset processor. None of these suggestions helped one iota.

On 5/13/2014 I was again contacted by Denon Support advising me that Denon was aware of the server disconnect issue and a firmware update would be issued in the next 30 days or so to fix same. This is when they blamed the problem on a change made by Sirius/XM.

On July 15, 2014 I again contacted Denon Support for an update. On 7/17/2014 Denon Support again affirmed the problem was firmware related and that they (Customer Support, I suppose.) were still awaiting an update from their "engineers". No timeline for a fix was offered.

The problem likely was caused by SiriusXM. However, Denon sells the X1000 et al having the ability to access SiriusXM. From my perspective the ball is in their court. I think it is apparent, after 3 months or so, a fix is not a priority for them.
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