We have had a handful of reports after 3.3.3 update that the Innuos system then seems to lose an active internet connection, prompting to 'Stay Offline'.
This is happening because the network router is not allowing the system to cache a full DNS resolution.
The reason this is occurring is we made a change in 3.3.3 that the DNS resolution must be cached, meaning this process only needs to occur once, and not repeatedly. This would have greatly helped a wide number of generic 'network issues' like slow connection response, disruption to streaming services, etc, so would have given a smoother experience for many users.
However, support feedback has shown that a very small number of routers are simply not allowing this. The only solution for affected users is to contact our support and we will quickly fix this via remote session.
Do note this will only affect users with certain routers. The vast majority will be working fine, but nonetheless we will need to reverse this feature in a 3.3.4 hotfix due imminently so that it will not potentially affect other users.
For those who have already contacted support, we will begin arranging sessions to resolve this. Anyone who has been affected and not yet contact support, please do so now and we can resolve the problem for you.
Equally, for anyone affected who might have a spare alternative modem router to hand with which they can replace the current one, this could likely solve the problem - although not if it is exactly the same make/model from the ISP.
Also, for those have have had this issue, it would be very interesting to know who the Internet Service Provider is, and the make/model of router being used - this would be very informative to us to try and identify a trend/pattern.
We aim to release 3.3.4 ASAP, potentially today, which should also include the fix to Spotify Connect.
This is happening because the network router is not allowing the system to cache a full DNS resolution.
The reason this is occurring is we made a change in 3.3.3 that the DNS resolution must be cached, meaning this process only needs to occur once, and not repeatedly. This would have greatly helped a wide number of generic 'network issues' like slow connection response, disruption to streaming services, etc, so would have given a smoother experience for many users.
However, support feedback has shown that a very small number of routers are simply not allowing this. The only solution for affected users is to contact our support and we will quickly fix this via remote session.
Do note this will only affect users with certain routers. The vast majority will be working fine, but nonetheless we will need to reverse this feature in a 3.3.4 hotfix due imminently so that it will not potentially affect other users.
For those who have already contacted support, we will begin arranging sessions to resolve this. Anyone who has been affected and not yet contact support, please do so now and we can resolve the problem for you.
Equally, for anyone affected who might have a spare alternative modem router to hand with which they can replace the current one, this could likely solve the problem - although not if it is exactly the same make/model from the ISP.
Also, for those have have had this issue, it would be very interesting to know who the Internet Service Provider is, and the make/model of router being used - this would be very informative to us to try and identify a trend/pattern.
We aim to release 3.3.4 ASAP, potentially today, which should also include the fix to Spotify Connect.
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