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Pure Evoke 3 Major Problems

admin_exported

New member
Aug 10, 2019
2,556
2
0
Hi,

My Pure Evoke 3 has stopped working this week. It's only around 3 years old and seems to be a software problem...

The problem started last week when it kept trying to update the software automatically - even though I have already installed the newest version (v1.8) last year via my PC.

The only way to get rid of the update screen at first was to push any button, but after a while this stopped working and I had to turn it off and on again at the socket to get rid of it as it would completely lock up.

On Monday it stopped working altogether. Now when I turn it off/on at the socket the screen flickers very slightly but will not come on.

Pure support have been useless. They first of all suggested I do a reset even though I'd explained that I can't get the thing to even turn on.

They then suggested I contact Radio Fix (as it's out of warranty) without even checking that their "repair specialists" can't repair anything on an Evoke-3 other than a cracked display!!! http://www.radiofix.co.uk/Evoke-3.html

So basically there is NO SOLUTION!

My £200+ radio that's only 3 years old is dead.

Has anyone had any similar problems?

Does anyone know of a way of resetting it without the use of the main menu (maybe via a PC)?

Any help would be greatly appreciated.
 
A

Anonymous

Guest
Hi

Yes, I think I have had a very similar problem. On Wednesday March 10th, I found my Evoke 3 ( 4 years old) was 'dead' when I woke up to no alarm. Since then it has very occaisionally come to life, (usually after a period without a power input) including letting me download the latest firmware!

However, even when it powers up, the display is corrupted, and the front panel controls are arbitary, no tuning or channel selection works. Some remote functions (eg OK and volume) work

Have you or anyone else found the same?

I'm not aware that the radio can be updated on air, but does anyone know differently?

It seems bizare that we have such similar problems at the same time
 
A

Anonymous

Guest
BTW, I believe that the radio cannot be fixed because of a shortage of parts, I hope to check this on Monday
 
A

Anonymous

Guest
Update....

Pure support have now agreed to look at the radio under warrenty and replace it if needed. Will update if and when this happens.

It looks like there is something wrong with this model regarding the auto update. If I had been able to turn off the auto update I think this could have been avoided. There was no need for it to update as I'd already done it manually.

Photop - I'd get in touch with Pure asap. It takes them 1-2 days to reply to each email you send so the sooner you start complaining the sooner you'll get your replacement!
 
A

Anonymous

Guest
Hi

Today received an email from the out of warrenty repair company, saying that they cannot offer a repair on the radio at present and no suggestion of when

Was too late to contact Pure, intend to do so on Thursday, will let you know what happens
 
A

Anonymous

Guest
Hi,

My Pure Evoke Radio was bought in Dec 2008 and was working fine until this Mon 15/03/2010.

On Mon 15/03 the radio was running plugged into mains power and a message came up which then said it was going to install a wi-fi upgrade, it then said that installation was in progress and that I should not turn off the radio. I left the radio installing, after a long while I noticed that aPure Evoke Flow logo had appeared on the display and that the update had appeared to be completed. I left the radio as it was for a while and then I unplugged it.

The next day I tried to plug on the radio and to turn it on but the radio is completely dead, it does not power on at all. I cannot do any factory resets etc as the radio does not even turn on - it is completely dead.

I have now contacted Pure customer support as I believe that my radio is within the warranty period - I will say what has happened. It sounds to me that it is very starnge that we all have been expereincing similar problems around the same date, almost as if there had been a bugged automatic update sent to the Pure Radio by Pure's update software services - hope this is resolved by Pure. I feel that they should fix this as it seems it was the update which caused the hardware to fail - an update appearingly sent via Pure.

Please keep me updated of any progress you have on this issue.
 
A

Anonymous

Guest
I spoke to Pure Technical today

All they have offered me is the opportunity to buy a new unit at reduced price as the out of warrenty repair people cannot offer me anything

This is begining to smell of a flawed firmware update and Im not sure I should be expected to pay for a new unit

I do use the SD card and pause facilities and dont know of any other radio that offers this so feel caught between a rock and a hard place
 
A

Anonymous

Guest
Update

Pace have now confirmed that my only option is to buy a new unit at a discounted price and that they will not repair my 3-4 year old unit
 

Andy Clough

New member
Apr 27, 2004
776
0
0
Thanks for the info, folks. I've forwarded a link to this thread to Pure's PR dept and have asked for a response.
 

daveloc

New member
Feb 6, 2010
25
0
0
Andy Clough:Thanks for the info, folks. I've forwarded a link to this thread to Pure's PR dept and have asked for a response.
We're likely to be waiting at least over the weekend for a PR response, so...

I've had a Pure Evoke-3 for about 3 years, but I only upgraded from the v1.5 firmware it came with, to v1.8, on 2nd March this year. To date I haven't seen any of the problems reported by rusty_brown, photop, or ccb; on v1.5, the LCD displayed an "Out of Memory" error about once every six months, auto-reboot in seconds, otherwise nada.

rusty_brown said they've been on v1.8 for at least several months ("last year"), and their radio stopped working Monday Mar 8th *after* a week of problems.

photop said they managed to "download latest firmware" since the problems started, so presumably *weren't* on v1.8 before that, and their problems *started* Wednesday Mar 10th. They even mention "Pace" rather than "Pure" in one post but I assume that's a typo?

ccb talks about a "wi-fi upgrade" and "Pure Evoke Flow logo", but describes their radio only as a "Pure Evoke", not Evoke-3. Is it actually an Evoke Flow? There's already a thread on problems with Flows on firmware v1.7 http://community.whathifi.com/forums/t/352359.aspx

So potentially we're looking at three different setups, three different unit ages, three different failure symptoms around three different dates (i.e., no off-air trigger?) Three swallows don't make a summer, even if three sneezes is enough for the Daily Mail to scream "flu epidemic". Three people joining a forum in the same week could even be sockpuppets ;) (only joking)

As for repairs, the Evoke-3 at the top end of a range in which most units are nearer £100 than £200; if a repair is say £50 labour+parts+two-way post on a heavy radio+VAT, offering a reduced price replacement instead, especially if you get a full warranty rather than 3m on a repair, sounds like a sensible business model? 4 years isn't a *great* lifespan for basic electronics, but Pure have sold a lot of radios, and you can't stop the Bell Curve having outliers.

And for alternatives, whereas the Evoke-3 was fairly unique when it came out, several models in the Roberts range (e.g., MP-53) now match or exceed its specifications (CD, iPod dock, USB drive playback.).

For the record, I have no connection with Pure (or Roberts) whatsoever except as the owner of one working Evoke-3. I just don't think the problems reported in this thread add up to anything . so far.
 
A

Anonymous

Guest
Interesting set of posts - My Evoke-3 also died last week with exactly the same issue - ie no screen, no response to keys, reset does not work - this unit was bought 2.5 years ago so also out of warranty

I have just contacted Pure support to see if I can get a response - Hope I will get a replacement too

That makes 4 swallows so starting to become more than a coincidence ;-)
 
A

Anonymous

Guest
Update

My unit is now working, and seems to be back to its previous excellent performance. This morning I decided to have a look inside and re seated the flex connector as well as a few other connectors

On repowering, the unit sprang to life and started to tune

So, looks like Im back up and running

As an aside, in response to the earlier comment. My unit was I believe at the latest version, it simply re installed it

The comment about is it cost effective is perhaps true in general, but not here in this case. The out of warrenty repair company offers a fixed rate repair on Pure radios which are considerably less cost, or no longer in manufacture , so its not unreasonable for a flagship product, which can still be purchased, to be supported

I will follow the thread with interest
 

Andy Clough

New member
Apr 27, 2004
776
0
0
OK, here's the official response from Pure as promised:

"Any Evoke-3 radio suddenly reporting the need for a software upgrade will appear with a message on the screen saying something along the lines of 'Waiting for Upgrade - Press any key to exit'.

It's what we call a 'USB loader' screen and it's the same message you'll see if you're attempting to update the radio manually (maybe to a later version of software), or if the radio has suffered a software problem it can't get itself out of and requires recovery.

These failures are rare and can be caused by electrical spikes or some other harsh interruption of the radio's normal process, and if it happens the radio is programmed to default to it's 'USB loader' screen where it can await recovery.

As for recovery - the process is pretty straightforward. It involves downloading a small file from the Evoke-3 support page, attaching your radio to a Windows powered computer via a USB lead and running the file.

Basically it's a small Winflash type program that will rewrite the radios operating system to the radio's EPROM - removing any corruption and starting the radio from afresh. It takes about 5 mins to complete.

The download can be found here: http://support.pure.com/files.php?id=30

Instructions for recovery can be found here: http://support.pure.com/kb_article.php?ref=5285-WVEM-0367

In some very rare cases a radio defaulting to it's USB loader could be attributed to a failure of hardware - built this would be very rare and would remain in this state even if the new software update process had been attempted. If this is the case then an in-warranty the radio would be repaired or replaced under the terms of the manufacturers warranty without question."
 
A

Anonymous

Guest
Quite an interesting response, but unfortunately it doesnt reflect the problems I observed

To recap, one morning, the radio was totally dead (no wake up call)

Powered up once after this, corrupted front panel, no true operation

Some days later, I disconnected the internal flexi for several hours and some other connectors and power

Reconnected everything and it then worked fine and still does so
 
A

Anonymous

Guest
I have the same problem with my set.

It is just a month or two outside the guarantee period and appears to have give up the ghost .

No screen , no sound, no anything.

As other members have stated it appears that it is unable to be fixed by Pure's reapairer RadioFix.

As I am unable to switch the set on how on earth can I update to any Firmware fix ?

A bad showing from Pure who despite being aware that my set is only a couple of months out of date offered no help whatsoever.
 
A

Anonymous

Guest
Andy Clough:

As for recovery - the process is pretty straightforward. It involves downloading a small file from the Evoke-3 support page, attaching your radio to a Windows powered computer via a USB lead and running the file.

Basically it's a small Winflash type program that will rewrite the radios operating system to the radio's EPROM - removing any corruption and starting the radio from afresh. It takes about 5 mins to complete.

The download can be found here: http://support.pure.com/files.php?id=30

Instructions for recovery can be found here: http://support.pure.com/kb_article.php?ref=5285-WVEM-0367

I've got exactly the same problem with my Evoke 3. Woke up one morning about 2 weeks ago to a completely dead radio. The set is just 3 years old - much as I loved it, £200 for 3 years use is not good value to my mind.

I've tried the recovery suggestion above, but the links just take me to the software upgrade and instructions for Internet radio reset. This is all looking extremely suspicious to me!
 
A

Anonymous

Guest
Has anyone else tried the operation which I found cured mine? (its still going strong)

In lack of other evidence, I suspect that a update has corrupted something, but the disconnection of the flexi and/or power for sometime allowed a line to reset

Anyone else any suggestions?
 
A

Anonymous

Guest
About a year ago I did have the 'upgrade failure' and was able to fix the problem with the re-flash but this time the unit is completely dead and the PC will not recognise that the Evoke is connected to the USB. Following from your previous message (and the lackof support from PURE) I did take the back off to have a look, disconnected all the power and tried to re-seat all the board connectors - sadly this did not make a difference in my case so I guess the memory must have become corrupted

Just for the record I did get the '£ 90 for a reconditioned system' offer from PURE which I guess they can justify to themselves as appropriate but this is not what I call good customer service. Anyway, if I was going to do this, I would buy one of the units offered at £80 on Amazon rather than paying PURE any more money. In addition their reponse indicated that I should not be unhappy because the system was outside warranty. But I have to say that my idea of a waranty period is that it protects the buyer from faulty manufature rather that it being an indication typical lifetime of the item! If PURE look at the feedback on Amazon, for example, they will see that at the lower end of the scores, most people say that, as I do, they like the features of the product but the reliability is very poor. I think PURE should be much more concerned than they appear to be about this as it will eventually filter through to the wider audience and start impacting their sales

Just for the record I have just bought a Roberts 83i so I will see if this is any better over the next few years. However it worked out of the box, connected to my WiFi network with a single click (once I had set up the Mac address), is really fast at 'tuning' into internet radio and listen again and plays all my music on the network drive - It may be ugly but I like ugly!
 
A

Anonymous

Guest
Another Pure Evoke 3 locks out!

A couple of weeks ago I returned home after weekend away & reconnected my 3year old Evoke 3 radio to mains. Screen showed, 'waiting for upgrade' message.Radio keys all dead. I have never upgraded this radio or connected to computer.

Contact with Pure Support on phone was poor & I can't believe they don't have a proper repair set up for this product!

Eventually manage to access Pure support links & connect to downloads. After initial attempts & installation failure message, downloaded successfully at third attempt. Now working again O.K. Fingers crossed,as like most other posters I love this radio.

Now 4 swallows.
 
A

Anonymous

Guest
I get the distinct impression that some digital signal has been sent out which trashes the 'older generation' of Evoke 3's. My own radio died following almost identical symptoms to those described by others in this thread about a couple of weeks ago. Prior to that it seemed to be endlessly downloading EPGs then the screen showed some message about software upgrade - then it just died completely and will not come on.

Forgive me for being synical, but this looks like too much of a coincidence.
 

chebby

Well-known member
Jun 2, 2008
1,232
4
19,195
mach99:I get the distinct impression that some digital signal has been sent out which trashes the 'older generation' of Evoke 3's.

Well mine must be the exception.

I bought it in October 2008 which makes it 'older' generation I think.

Not had any problems with it.

Latest version of software all ok. (Must have been done automatically via wifi. Didn't even see it happen.)
 
A

Anonymous

Guest
Read your probs with interest, have Pure and have been v happy with it so far but will be keeping an eye on it.
 
A

Anonymous

Guest
Interesting these issues with the Evoke 3. I have an Evoke 2 which I haven't used in a while. I must find out if it still works. Evoke say that my old set is not compatible with DAB+ if it is ever launched and that nothing can be done about it. I get the impression that my radio will just become a silent ornament if this does ever happen but that hasn't been made clear to me.

Evoke say that they cannot ensure that their products are "futureproof" which I can understand... that would be impossible... but to wash your hands of a product that for me is only a few years old makes me wonder about ever buying a Pure radio again... as good as they are!
 

chebby

Well-known member
Jun 2, 2008
1,232
4
19,195
chris_t:Evoke say that my old set is not compatible with DAB+ if it is ever launched and that nothing can be done about it. I get the impression that my radio will just become a silent ornament if this does ever happen but that hasn't been made clear to me.
Evoke say that they cannot ensure that their products are "futureproof" which I can understand... that would be impossible... but to wash your hands of a product that for me is only a few years old makes me wonder about ever buying a Pure radio again... as good as they are!

Steady on.

If you are talking about use in the UK, then your Pure Evoke will be fine for many years. FM switch-over to DAB is not even going to be until (at least) December 2015 and then I imagine it will be many more years after that until DAB+ is launched. (Sadly)

It also does not follow that DAB itself would be 'switched off' immediately (should DAB+ ever be introduced here). They would probably run in parallel for quite some time.

I would estimate that your DAB radio will not become obsolete (in the UK) for at least 15 years.
 

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