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Hi Ghuntley and everyone, Jesper, CEO and cofounder of SOUNDBOKS here. Ghuntley, I’m sorry to hear about you and other people’s issues after the latest update

Hi Ghuntley and everyone, Jesper, CEO and cofounder of SOUNDBOKS here. Ghuntley, I’m sorry to hear about you and other people’s issues after the latest update. This is new information to us, and is definitely not something that is intended. Nor does it have anything to do with the batteries. In the newest firmware update, there is no audio updates to the SOUNDBOKS Gen 3. I spoke to our engineers, and their best guess is that there is something in the filetransfer of the update that went wrong, and therefore that you should try reupdating the firmware. You can do this by going into the updates section in the app, and pressing re-update. I'll keep an eye on this thread, so please let me know how it goes and i'll liaise with our development team. Again, my apologies for the issues that you are experiencing. Jesper, SOUNDBOKS - jesper@soundboks.com EDIT: there was a note in the original post where one of our customer support team members had said that the update ''dampen their sound more than it should'' - a note is that this is where it gets a bit more technical; our support team member mistaked the speaker for SOUNDBOKS GO (our other version), where we have pushed out an audio update. In that audio update, there is implemented a tweeter protection mechanism, that limits the volume increase on the tweeter when it gets too hot. That can in some cases limit the dB a tiny bit (we're talking something that's not hearable), but in some cases there is a calibration error on the base temperature of the tweeter, making it think it is way hotter than it is - which can make it dampen too much. That is a bug, and we're working on fixing that - but again, that is on the SOUNDBOKS GO, and has nothing to do with the SOUNDBOKS Gen 3 that the author has. EDIT 2: A few people have commented that my original explanation is not a likely answer when more people are experiencing this issue. I am currently liasing with our engineering team, and will get back as soon as i know more. Thanks to everyone engaging! We're working on solving the issue for GHuntley and other customers as fast as we can.

pjc50 4y ago
Are firmware updates signed/authenticated/hashed? It would be tragically hilarious if this was the outcome of of a single flipped bit in the transfer.
- thedanbob 4y ago
  I was going to say, if the speakers will happily apply a corrupted firmware update they’re doing something horribly wrong.
  - jespertt 4y ago
    Will liaise with the engineering team and revert!
Aeolun 4y ago
How could a problem in the filetransfer of the update successfully update the system, and then reduce the output volume as a side effect? I also seems like that wouldn’t make sense considering multiple people appear to have the same issue.
- deleted 4y ago
  [deleted]
- duxup 4y ago
  If they knew that they probably would have more to say ;)
- vertis 4y ago
  Agreed, this explanation doesn't make any sense. It seems very unlikely that it's a (successful) bad update unless there are deeper problems with their update process that allow it to be a problem for multiple people. The authors broader points are valid as well. Firmware updates should come with changelogs.
  - jespertt 4y ago
    Will liaise with the engineering team and revert!
  - jespertt 4y ago
    We have integrity verification, so this is extremely unlikely, but as it is an easy check, we recommend trying this out. If you try to re-upgrade, and it skips the “transferring” step and goes directly to “Ready to patch”, it means that the previous upgrade had been successful with no corrupted data and that you have had the correct firmware on your speaker. (In this case it will be a very fast process) If however, it started to transfer files, it is worth to wait until the transfer step is completed to make sure you have the right firmware. In the meantime, we will continue to investigate internally in SOUNDBOKS, and try to figure out why some users are experiencing this, when we are not experiencing it ourselves, and it has not occurred in any of our testing.
causi 4y ago
Why is there such thing as a mandatory firmware update for a set of speakers? Now I'm not an audio engineer, but frankly I would never purchase hardware that hostile to user agency.
- Jcowell 4y ago
  I can see a mandatory update in the form of legal requirements. For example I think Apple had to implement headphone safety limits in some countries leading to very frustrated customers .
  - mindslight 4y ago
    Often, including in your example, "legal requirements" just means the risk-adverse desires of the legal department, which doesn't really address the core concern of why a company should be forcing users' devices to implement the company's desired policy post-sale. Furthermore in the case where there really is law passed that mandates device firmware be updated to certain functionality, the ability of the manufacturer to force that update onto an end user should be viewed as a security bug in the original firmware.
  - Wowfunhappy 4y ago
    I own a pair of dumb speakers without any firmware. Am I legally required to throw them away?
capableweb 4y ago
From the customer support message the article author received: > to dampen their sound more than it should Wouldn't this mean that the update should have dampen the sound (so there was an update to the audio), but something went wrong so it dampened it too much?
- jespertt 4y ago
  This is where it gets a bit more technical; our support team member mistaked the speaker for SOUNDBOKS GO (our other version), where we have pushed out an audio update. In that audio update, there is implemented a tweeter protection mechanism, that limits the volume increase on the tweeter when it gets too hot. That can in some cases limit the dB a tiny bit (we're talking something that's not hearable), but in some cases there is a calibration error on the base temperature of the tweeter, making it think it is way hotter than it is - which can make it dampen too much. That is a bug, and we're working on fixing that - but again, that is on the SOUNDBOKS GO, and has nothing to do with the SOUNDBOKS Gen 3 that the author has.
  - capableweb 4y ago
    Thanks a lot for taking the time for leaving a thoughtful reply! Hope you/author manage to figure out the issue in the end.
loloquwowndueo 4y ago
So you’re saying everybody else on the internet who is experiencing the same problem somehow had the same exact bit flipped for mysterious reasons and there is no integrity verification in the update process to catch this kind of thing. Also, the “bit flip” doesn’t cause a random crash (as is usually the case when that happens) but changes the functionality in a way that correlates with the updates to the web page related to being plugged into mains power which conveniently appeared at the same time in the website. Got it.
- jespertt 4y ago
  Fair point. As a note, it's definitely not all users that are experiencing the problem, but I will liaise with our engineers and revert!
  - dpratt 4y ago
    You’re correct, it’s not all your users, just the ones who set their output above ‘5’.
    - jespertt 4y ago
      Nah - that's just not true. We've pushed this update to tens of thousands of units over the past week - and we have not seen this issue reported before gHuntleys post, and then subsequently in the comments to his post in our community. Previously, i mentioned the notion of it being a data corruption issue. We have integrity verification, so this is extremely unlikely, but as it is an easy check, we recommend trying this out. If you try to re-upgrade, and it skips the “transferring” step and goes directly to “Ready to patch”, it means that the previous upgrade had been successful with no corrupted data and that you have had the correct firmware on your speaker. (In this case it will be a very fast process) If however, it started to transfer files, it is worth to wait until the transfer step is completed to make sure you have the right firmware. In the meantime, we will continue to investigate internally in SOUNDBOKS, and try to figure out why some users are experiencing this, when we are not experiencing it ourselves, and it has not occurred in any of our testing. Again, thanks for your engagement.
brk 4y ago
What specific functionality was this mandatory firmware update meant to address? I do not see that in the article, or your response. A mandatory update implies a critical fix, it would be helpful to understand what warranted this update in the first place, and how that might relate to SQ, SPL, etc.
- jespertt 4y ago
  A while ago, we realised we are seeing some failed tweeters in Gen3. The issue occurs when a. playing with the battery and the power on the battery is too low, or b. playing with only the charger on high volume. In those cases, there is a possibility that for a couple of seconds, a high-pitched sound comes out of the speaker and the speaker will shut down afterwards, resulting in damaging the tweeter. For this very issue: We have changed the failure mode in a way that it will not damage the tweeter during that shut down. We also made a slight change in the signal processing for the tweeter which further protect the driver from these sudden peaks.
Wowfunhappy 4y ago
Please allow your customers to downgrade to an earlier firmware. Bugs happen, and that's okay. However, users need the ability to roll back to a working configuration, so they can use the product as they bought it instead of a different one which was swapped in later.
dpratt 4y ago
This does not pass the smell test, and your response borders on user-blaming. If this was only one person experiencing the problem, it wouldn’t be an inappropriate response, but if you have wide swaths of your user base describing the same problem, it’s inappropriate of you to hand wave it away by essentially implying that the user has somehow incorrectly applied the update.
jespertt 4y ago
Alright, a quick update after speaking with my tech team. A while ago, we realised we are seeing some failed tweeters in Gen3. The issue occurs when a. playing with the battery and the power on the battery is too low, or b. playing with only the charger on high volume. In those cases, there is a possibility that for a couple of seconds, a high-pitched sound comes out of the speaker and the speaker will shut down afterwards, resulting in damaging the tweeter. For this very issue: We have changed the failure mode in a way that it will not damage the tweeter during that shut down. We also made a slight change in the signal processing for the tweeter which further protect the driver from these sudden peaks. The two things I mentioned above are the main changes in the latest firmware (2.0.1 and 2.1.1) for Gen.3. I would also like to mention a few notes regarding the latest firmware: The sound profiles have not been changed at all. The playback time is exactly the same as before, i.e. 5 hours on max volume in Power mode. (confirming the SPL is the same) The settings for the woofers have not been changed at all. The contribution of tweeter sound pressure level is only a minor fraction of the total SPL for the speaker and since the woofers’ SPL has not been changed, the total SPL should stay the same as well. As a result of the above, we have not seen any SPL change in our measurements post-upgrade, and are not sure as to why some users are experiencing this. Previously, i mentioned the notion of it being a data corruption issue. We have integrity verification, so this is extremely unlikely, but as it is an easy check, we recommend trying this out.If you try to re-upgrade, and it skip the “transferring” step and goes directly to “Ready to patch”, it means that the previous upgrade had been successful with no corrupted data and that you have had the correct firmware on your speaker. (In this case it will be a very fast process) If however, it started to transfer files, it is worth to wait until the transfer step is completed to make sure you have the right firmware. In the meantime, we will continue to investigate internally in SOUNDBOKS, and try to figure out why some users are experiencing this, when we are not experiencing it ourselves, and it has not occurred in any of our testing. Again, thanks for your engagement!
- jespertt 4y ago
  Update: we now have a customer in our US Facebook Community saying that reupdated fixed his issue. ''My upgrade failed initially and impeded speaker output. Allowing the upgrade to run again resolved the issue without any further frustration or impact to performance.''

pjc50 4y ago

Are firmware updates signed/authenticated/hashed? It would be tragically hilarious if this was the outcome of of a single flipped bit in the transfer.

thedanbob 4y ago
I was going to say, if the speakers will happily apply a corrupted firmware update they’re doing something horribly wrong.
- jespertt 4y ago
  Will liaise with the engineering team and revert!

Aeolun 4y ago

How could a problem in the filetransfer of the update successfully update the system, and then reduce the output volume as a side effect? I also seems like that wouldn’t make sense considering multiple people appear to have the same issue.

deleted 4y ago
[deleted]
duxup 4y ago
If they knew that they probably would have more to say ;)
vertis 4y ago
Agreed, this explanation doesn't make any sense. It seems very unlikely that it's a (successful) bad update unless there are deeper problems with their update process that allow it to be a problem for multiple people. The authors broader points are valid as well. Firmware updates should come with changelogs.
- jespertt 4y ago
  Will liaise with the engineering team and revert!
- jespertt 4y ago
  We have integrity verification, so this is extremely unlikely, but as it is an easy check, we recommend trying this out. If you try to re-upgrade, and it skips the “transferring” step and goes directly to “Ready to patch”, it means that the previous upgrade had been successful with no corrupted data and that you have had the correct firmware on your speaker. (In this case it will be a very fast process) If however, it started to transfer files, it is worth to wait until the transfer step is completed to make sure you have the right firmware. In the meantime, we will continue to investigate internally in SOUNDBOKS, and try to figure out why some users are experiencing this, when we are not experiencing it ourselves, and it has not occurred in any of our testing.

causi 4y ago

Why is there such thing as a mandatory firmware update for a set of speakers? Now I'm not an audio engineer, but frankly I would never purchase hardware that hostile to user agency.

Jcowell 4y ago
I can see a mandatory update in the form of legal requirements. For example I think Apple had to implement headphone safety limits in some countries leading to very frustrated customers .
- mindslight 4y ago
  Often, including in your example, "legal requirements" just means the risk-adverse desires of the legal department, which doesn't really address the core concern of why a company should be forcing users' devices to implement the company's desired policy post-sale. Furthermore in the case where there really is law passed that mandates device firmware be updated to certain functionality, the ability of the manufacturer to force that update onto an end user should be viewed as a security bug in the original firmware.
- Wowfunhappy 4y ago
  I own a pair of dumb speakers without any firmware. Am I legally required to throw them away?

capableweb 4y ago

From the customer support message the article author received: > to dampen their sound more than it should Wouldn't this mean that the update should have dampen the sound (so there was an update to the audio), but something went wrong so it dampened it too much?

jespertt 4y ago
This is where it gets a bit more technical; our support team member mistaked the speaker for SOUNDBOKS GO (our other version), where we have pushed out an audio update. In that audio update, there is implemented a tweeter protection mechanism, that limits the volume increase on the tweeter when it gets too hot. That can in some cases limit the dB a tiny bit (we're talking something that's not hearable), but in some cases there is a calibration error on the base temperature of the tweeter, making it think it is way hotter than it is - which can make it dampen too much. That is a bug, and we're working on fixing that - but again, that is on the SOUNDBOKS GO, and has nothing to do with the SOUNDBOKS Gen 3 that the author has.
- capableweb 4y ago
  Thanks a lot for taking the time for leaving a thoughtful reply! Hope you/author manage to figure out the issue in the end.

loloquwowndueo 4y ago

So you’re saying everybody else on the internet who is experiencing the same problem somehow had the same exact bit flipped for mysterious reasons and there is no integrity verification in the update process to catch this kind of thing. Also, the “bit flip” doesn’t cause a random crash (as is usually the case when that happens) but changes the functionality in a way that correlates with the updates to the web page related to being plugged into mains power which conveniently appeared at the same time in the website. Got it.

jespertt 4y ago
Fair point. As a note, it's definitely not all users that are experiencing the problem, but I will liaise with our engineers and revert!
- dpratt 4y ago
  You’re correct, it’s not all your users, just the ones who set their output above ‘5’.
  - jespertt 4y ago
    Nah - that's just not true. We've pushed this update to tens of thousands of units over the past week - and we have not seen this issue reported before gHuntleys post, and then subsequently in the comments to his post in our community. Previously, i mentioned the notion of it being a data corruption issue. We have integrity verification, so this is extremely unlikely, but as it is an easy check, we recommend trying this out. If you try to re-upgrade, and it skips the “transferring” step and goes directly to “Ready to patch”, it means that the previous upgrade had been successful with no corrupted data and that you have had the correct firmware on your speaker. (In this case it will be a very fast process) If however, it started to transfer files, it is worth to wait until the transfer step is completed to make sure you have the right firmware. In the meantime, we will continue to investigate internally in SOUNDBOKS, and try to figure out why some users are experiencing this, when we are not experiencing it ourselves, and it has not occurred in any of our testing. Again, thanks for your engagement.

brk 4y ago

What specific functionality was this mandatory firmware update meant to address? I do not see that in the article, or your response. A mandatory update implies a critical fix, it would be helpful to understand what warranted this update in the first place, and how that might relate to SQ, SPL, etc.

jespertt 4y ago
A while ago, we realised we are seeing some failed tweeters in Gen3. The issue occurs when a. playing with the battery and the power on the battery is too low, or b. playing with only the charger on high volume. In those cases, there is a possibility that for a couple of seconds, a high-pitched sound comes out of the speaker and the speaker will shut down afterwards, resulting in damaging the tweeter. For this very issue: We have changed the failure mode in a way that it will not damage the tweeter during that shut down. We also made a slight change in the signal processing for the tweeter which further protect the driver from these sudden peaks.

Wowfunhappy 4y ago

Please allow your customers to downgrade to an earlier firmware. Bugs happen, and that's okay. However, users need the ability to roll back to a working configuration, so they can use the product as they bought it instead of a different one which was swapped in later.

dpratt 4y ago

This does not pass the smell test, and your response borders on user-blaming. If this was only one person experiencing the problem, it wouldn’t be an inappropriate response, but if you have wide swaths of your user base describing the same problem, it’s inappropriate of you to hand wave it away by essentially implying that the user has somehow incorrectly applied the update.

jespertt 4y ago

Alright, a quick update after speaking with my tech team. A while ago, we realised we are seeing some failed tweeters in Gen3. The issue occurs when a. playing with the battery and the power on the battery is too low, or b. playing with only the charger on high volume. In those cases, there is a possibility that for a couple of seconds, a high-pitched sound comes out of the speaker and the speaker will shut down afterwards, resulting in damaging the tweeter. For this very issue: We have changed the failure mode in a way that it will not damage the tweeter during that shut down. We also made a slight change in the signal processing for the tweeter which further protect the driver from these sudden peaks. The two things I mentioned above are the main changes in the latest firmware (2.0.1 and 2.1.1) for Gen.3. I would also like to mention a few notes regarding the latest firmware: The sound profiles have not been changed at all. The playback time is exactly the same as before, i.e. 5 hours on max volume in Power mode. (confirming the SPL is the same) The settings for the woofers have not been changed at all. The contribution of tweeter sound pressure level is only a minor fraction of the total SPL for the speaker and since the woofers’ SPL has not been changed, the total SPL should stay the same as well. As a result of the above, we have not seen any SPL change in our measurements post-upgrade, and are not sure as to why some users are experiencing this. Previously, i mentioned the notion of it being a data corruption issue. We have integrity verification, so this is extremely unlikely, but as it is an easy check, we recommend trying this out.If you try to re-upgrade, and it skip the “transferring” step and goes directly to “Ready to patch”, it means that the previous upgrade had been successful with no corrupted data and that you have had the correct firmware on your speaker. (In this case it will be a very fast process) If however, it started to transfer files, it is worth to wait until the transfer step is completed to make sure you have the right firmware. In the meantime, we will continue to investigate internally in SOUNDBOKS, and try to figure out why some users are experiencing this, when we are not experiencing it ourselves, and it has not occurred in any of our testing. Again, thanks for your engagement!

jespertt 4y ago
Update: we now have a customer in our US Facebook Community saying that reupdated fixed his issue. ''My upgrade failed initially and impeded speaker output. Allowing the upgrade to run again resolved the issue without any further frustration or impact to performance.''