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PHANTOM PREMIER DOS 2: STEREO ISSUE

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It has come to our attention that some Phantom Premier owners have encountered an issue since the update to Devialet Operating System 2 (DOS 2) when their speakers are configured in stereo.

Our teams are now aware of this problem, which was undetectable during our beta testing phase.
We are committed to resolving the problem and will keep you informed of what we are doing to address it.
We appreciate your feedback to customer service and via the help section on the app, which helps us analyze and resolve this issue.

The issue involves a loss of synchronization between two Phantom Premiers running DOS 2 and configured in stereo. This can create something called a “cathedral effect” or an echo. This bug affects a small fraction of our products (less than 2%) and occurs infrequently, but we understand that it is a legitimate source of frustration.

Our software teams are currently working on a patch which we will provide if you are affected by this bug. We aim to provide a solution as quickly as possible to the small number of people affected, without waiting for the next software update, which still requires several weeks of testing.

If you are encountering this issue, please contact us at here and include the serial numbers of your products.

Rest assured that we are always at your disposal, and that we are focused on providing you with the best possible experience each and every day.


The Devialet Team

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9 Comments

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    Elad Bublil

    Il wait for s solution to buy my second gold

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    kelvistion0608

    I bought two phantom premier gold almost two years ago, when I called the customer service, they told me to get rid of the dialog which I spent a lot of money on, and also updating this new software (which I am the lucky one who received the "cathedral effect" - issue been reported)

    When I asked the customer care; what am I going to do with this dialog?

    They suggested to put it away or return to the store and received $50ER voucher.

    If this is how you update software issue by asking your loyal customer to discard the hardware for your migration, I shouldn't buy them from the first place.

    I never expect I paid good money for beta test out.

    Please fix this and come out with better solution for your dialog, Thank you

  • 0
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    Elad Bublil

    I think that Devialet gone fix this asap.we see some good behavior changes in Devialet costomer care after DOS2.

  • 0
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    David Keefer

    I am very disappointed with the pace of remediation for this problem. This has been going on more than a month.

  • 0
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    Elad Bublil

    Hi David,
    Thers a fix to the issue open s case to the support thers a 2.8.5 fix i already got it and it fixes the problem.

  • 0
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    David Keefer

    Thanks for the comment! It seems the Devialet support team is either unable or unwilling to help me. Please send me the fix!

     

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    Elad Bublil

    I can't see a reason why they dont sent you the fix.
    They have to pushit to your effect.phantom vis the app that holds you phantoms sn.
    I saw a lot of users in furoms get the patch.
    What did they answer you on the case on the cathedral

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    Fredrik KLEIN

    I have been waiting for this for over a month now, with very sporadic answers from the customer support. My problem is that it started with the cathedral effect and after a while the right channel disappeared even though the speakers are still paired. I´ve tried to reset, reinstall, with and without the dialog, with ethernet, with wifi, switching channels and speakers...so it seems there is a software bug that causes this. I don´t know why the dont just send the updated firmware to me. I just spoke to the support (in Australia, even though i live in Sweden, they were the only ones that answered my calls) and supposedly everything goes through France and they seems to be VERY busy...all I want is my 15000EURO Devialet setup to work as good as my 2000EURO sonos system?! Is that too much to ask?

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    David Keefer

    Hi Fredrik, sorry to hear of your difficulties with the system. I certainly can related as I had the same run around with customer support that you seem to be having. I too had to go to extraordinary lengths to get them to send me the patch and then once received it wasn't easy. I spent hours with the help desk and finally got it straightened around.

    It seems like you've done all of the same steps I tried but have yet to receive the patch. Is this the case? The patch eventually did the trick for me.

    DK

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