@mark.linford Hi Mark, the issue is with engineering as we were able to replicate the issue in certain conditions and are working towards a resolve. We will keep you posted when it is available.
Thanks!
Clipping audio in on CD tracks
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Magnetar Concierge Staff member
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Magnetar Concierge Staff member
@dowd Hi Peter , we appreciate your feedback, however, while your opinion is respected here it is very inconsistent with our findings thus far. This is not an issue that is player specific in any way, this is an isolated issue conditionally occurring, with variances outside of the information you provided, and establishing a root cause for an issue which requires significant testing of countless potential combinations, firmware variances, and pathways unfortunately isnt something that's always identifiable in a short time. When information is available as to a resolve and a path, we would certainly let everyone know.
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Magnetar Concierge Staff member
@dowd @mark.linford As a side note, while this is the North American division of Magnetar, we directly access the engineering team for reported issues. However, we cannot do anything in regard to exchanges, refunds, or the like as that requires your local dealer/distributor.
With that said, as both of you are out of territory, you are always free and welcome to go through your local dealer/distributor and work to exchange or refund the player under warranty. Repurchasing isn't required. This would have no effect or change on our addressing the reported issue which we have been able to replicate within some limited circumstances. The engineering team of course continues working on isolating root cause with resolve.
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Just FYI. When I bypassed the internal DAC and sent the Magnetar's signal to an external DAC the problem disappeared.
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Magnetar Concierge Staff member
@dowd Hi Peter, yes, you reported this in your original email to us. Thanks!
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Hello Magnetar
Are you able to give me an update on this clipping issue please? It's now been just over a month since yourselves acknowledge and were able to replicate the issue, I'm just enquiring if there has been any progress with a firmware update to resolve?
Thank you
Mark
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Magnetar Concierge Staff member
Hi Mark, thanks for inquiring. The engineering team is still working in isolating the root cause around the circumstances in which this issue can be observed. When they have a determination and fix, it will be released along with other performance improvements currently in development. Hang in there!
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Hi Magnetar
Thank you for your prompt response.
Are you able to give me an idea of a time frame for this issue to be fixed?
Are you able to confirm if this would be a simple firmware fix, or is there possible a hardware issue with my particular unit? Do I need to start discussing a repair/replacement with the supplier of my unit?
Thank you
Mark
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Hello Magnetar
I would appreciate a reply to my previous message sent approx. 2 weeks ago, regarding anticipated time frames for a firmware fix to the audio clipping issue and also whether I need to start discussing repair/replacement with my supplier (please note I am UK based)
Thank you
Mark
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Magnetar Concierge Staff member
@mark.linford Hi Mark
As this has been identified as 100% a firmware issue, there's no date set for a release. Firmware updates are released only after a reported issue is confirmed, the root cause established , and the permanent fix tested and confirmed. Firmware updates also generally contain multiple issues, fix, and general improvement. Thus when a firmware update is available that addresses this issue, it will be announced on the website and available in the player.
As this is the US division of the company, we cannot assist with any claims of warranty, repair , or replace. You definitely would need to reach out to the channels in your country, however, being a firmware issue resolve is unlikely until release of that update.
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