[Gymboy]

This whole situation goes in unfavor for A&K, premium products having such a lousy update and support. Not good.

 

[JasonNYC]

I used iriver.com world wide site, send them an email yesterday and they answered today asking me to send the KANN along with purchase of proof and serial number. They also send me a RMA form to fill in and print to send it back. I’ll link the adress yet again down below. It’s in Germany. They said in the email that the system has to be reinstalled by a technician. You guys can check it out. It seems legit to me.

https://www.iriver.com/support/RMA_001.asp

I would recommend not reaching out to our EU service center at the moment. We are in the process of figuring out what the issue is and how best to resolve it, whether it can be resolved by the user or needs to be sent in. Out of 9 units here in the US, 7 updated without issue and 2 are experiencing the issues seen here. One was wiped to factory defaults first before updating, so there was nothing on it to cause an issue. I'm sorry, I know those affected are without players, but we want to fix the issue and get everyone back up and running as quick as possible.

 

[Promenadeplatz]

Thanks for following up anyway. You said: ".... and get everyone back up and running .... " .... so does it mean also including those people with purchase date outside the warranty period .... Edit: and what about those people who dont own anymore a receipt or proof of purchase (for whatever reasons) ?

 

[JasonNYC]

Thanks for following up anyway. You said: ".... and get everyone back up and running .... " .... so does it mean also including those people with purchase date outside the warranty period?

Yes, not just those in warranty.

 

[Promenadeplatz]

Thats good news. Thanks!

 

[metsat]

I would recommend not reaching out to our EU service center at the moment. We are in the process of figuring out what the issue is and how best to resolve it, whether it can be resolved by the user or needs to be sent in. Out of 9 units here in the US, 7 updated without issue and 2 are experiencing the issues seen here. One was wiped to factory defaults first before updating, so there was nothing on it to cause an issue. I'm sorry, I know those affected are without players, but we want to fix the issue and get everyone back up and running as quick as possible.

Ok, I’ll wait for a while sending it in. Thank you for following up.

 

[R7photo]

Just catching up this thread,, not updating Kann, until resolve fix,,Jason we appreciate AK visible and active on this forum, kudos to AK

 

[luckexplorer]

More than one day without listening to music with my Kann . Thank you JasonNYC for your information. I trust that this problem will soon be resolved.

 

[nicolasperal]

Same here. Let’s see if this issue is resolved soon. It would be nice if A&K technicians find the way to instruct users to solve it themselves instead of sending every unit to Germany in the case of the EU users.

 

[Peter Duke]

Same problem here. I think the Kann is a very good player but sadly I have lost confidence in it and have elected to return mine for a refund. I will watch with interest to see how quickly the issue is resolved.

 

[qxuken]

The same problem Service wants me to send the device but I hope we will get something to restore the device by ourselves.

 

[stemplar]

I wouldn't have thought that this firmware update was so dangerous ... I broke it in, I was lucky ... (even though there were 2 pieces 400 GB sd cards in it ...)
huh

 

[Onik]

I updated and nothing really changed everything working fine but I was hoping they will have an update for Kann Tidal app with MQA support

 

[AlexStewart]

I have same issue, my Christmas gift Kann is displaying nothing but a spinning A and nothing seems to persuade it to do otherwise, quite a buzz kill for something so expensive to find it disabled and with apparently poor support. No response to any emails sent to A&K and the RMA process seems to demand postage to Germany at my cost (which seems deeply unfair given that the product is little more than a month old). Should I consider returning to Amazon instead?

 

[DaYooper]

I would suggest a little patience. Yes having an expensive DAP that is useless-AT THE MOMENT- is frustrating but if you've been reading this thread for the last couple days you know that A&K is trying hard to find a solution. So give them a break and hang on to it. They will fix it.

But if you cannot wait then return to Amazon if they will and move on.