Level 1

24 points

Bowers & Wilkins Zeppelin Air no longer compatible after latest iTunes update 12.7.4.76

I recently updated to the latest iTunes 12.7.4.76.

Now I can no longer connect my Bowers & Wilkins Zeppelin Air over WIFI as it says it is no longer compatible with this version of iTunes.

This is no doubt an issue with the update as I have changed nothing ie: router, computer etc, this literally was an issue after the update my other devices connect fine so i believe it is specific to the B&W speaker.

I contacted apple and was told (pretty much it is bowers & Wilkins fault and to contact them).

I found this hard to believe believe as like I said nothing has been changed or altered with my setup (other than the most recent update) but I contacted them anyway.

I was told by an agent at B&W that they have had reports of this issue too and have done some research only to see various posts in forums etc. that the latest iTunes update has lots of problems/bugs that need to be addressed.

My view is that if apple are aware of this (surely a company as large as they are would/should be) why is nothing being done to address it?

If anyone knows how to fix this problem please let me know because apple don't seem to bothered (well not when I called anyway).

Thanks

null-OTHER, Windows 7, Bowers & Wilkins Zeppelin Air

Posted on Apr 10, 2018 9:27 AM

Top-ranking reply

valmont74

Level 1

28 points

Posted on Aug 16, 2018 4:32 AM

I got the answer and a workaround from B&W:

We have heard of this issue, and we are looking into it.

However, we are fairly certain that the problem is not caused by the speaker but rather a change made to iTunes from v12.7.4.76 and later.

There is nothing we at the moment can do to solve this, but we have found a temporary workaround – at least for those using MAC.

Here is what to do:

Do not use the standard iTunes control panel to choose which speaker to play from

Instead – open iTunes as normal

Click on the speaker icon in the top bar meny on your Mac

You will find the Zeppelin Air in the drop-down menu. Choose it by clicking on the speaker's name

If you now go back to iTunes you will see that the program also has chosen the Zeppelin Air as speaker

Press play in iTunes and playback via the Zeppelin Air should commence

The only drawback that I have found with this method is that you will have to relate to two different volume controls – the one in iTunes and the in the Mac.

Both will adjust volume, and if one is all the way down no music will be heard.

My recommendation is that you set the volume control that you normally do not use to approximately 75% and then use your preferred volume control to change playback volume.

Doing this will allow you to change volume from no sound up to 75% (setting the not-preffered volume control to max will allow you to control playback volume from no sound to max volume using the other volume control)

Hope this makes sense and that the workaround also works in your setup.

I would appreciate if you could let me know if it does – and also if it does not.

They're quite quick to point out that it's iTunes fault and that they cannot do anything about it - yes, iTunes made changes, but I also think B&W can make a firmware update to solve this.

I will try this workaround tonight. Have anyone else tried this?

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67 replies

May 18, 2018 7:40 AM in response to kubus12

I've since updated all my Macs to OS 10.13.4, but no improvement. I still can stream to the B&W via my iPhone X (IOs 11.3.1) as I could with the source Mac on OS 10.12.6. Using it a sound output from my Mac doesn't help - in my case - as the speaker is in a different part of the house from my Macs, plus our main library is contained a different my to my main desktop (because...reasons).. Still, it used to work before some bright spark decided to update iTunes' AirPlay support without properly testing it and/or informing developers using AirPlay about the change. Unimpressed with iTunes QA/build quality.

Aug 17, 2018 12:30 AM in response to Crycookie

I tried this workaround on my Macbook Pro and it worked for me. What doesn't work however are the multiple speakers in iTunes. I have several AirPlay compatible speakers in the house and from iTunes I used to be able to select the speakers I wanted to use, when making the Zeppelin Air the main speaker from the top bar, I cannot longer play from iTunes to several speakers. When trying to select more speakers in iTunes the sound to the Zeppelin Air stops and I get the error message that the speaker isn't compatible with iTunes.

I have told B&W about this and we will see if they reply.

The reply you got from B&W is somewhat confusing for me, it is not the iTunes version that is the problem. It's the High Sierra 10.13.6 that caused the problem (at least for me). Up until that update I could use iTunes and my speakers without problems. Also, rolling back to an earlier iTunes version doesn't help, I've tried doing so. That is why I think the culprit is the High Sierra 10.13.6.

What can one do, is Sonos the only other option if they won't fix this?

Aug 21, 2018 5:55 AM in response to leroy50

I also have the same issue. I did contact B&W and they gave me the same reply saying they are aware of it. They did say to roll back my itunes as a work around which i did try and do. However instead of the device is no longer compatible with itunes i got an error 20 code and cant connect to speaker. So basically my Zeppelin no longer works with any version of itunes. It does still work from my IOS devices. This is getting very annoying come on Apple sort it out!!!! I have a very expensive speaker which you have rendered useless.........

Aug 21, 2018 1:17 PM in response to turingtest2

I agree that feedback should be given. It appears that last update has rendered impossible for any apple computer to connect to the zeppelin independently of the OS version. I'm still on Maverick and downgraded to itune11. same error is showing when trying to connect with "unknown error 20 "and The mac is still not connecting when trying to connect via the system preference either.

This raised questions on what levels of push they are introducing with each itunes updates that are not related to itunes but to the system in itself affecting the whole computer ecosystem.

I will definitely be careful from now on to update my apple devices.

The workaround given by Valmont74 works if you have only one device but once you have multiple devices it does not work anymore 😟

Nov 10, 2018 3:28 PM in response to leroy50

Same - and I've just updated to Mojave with no fix. I've got 2 Zeppelins, one of which still works and one that doesn't. Luckily, I'm able to swap them over and connect the non-working one to my Apple TV and play via that. A bit of an expensive option if you don't already have one, but it does make it workable again in a multi-speaker setup.

Nov 7, 2018 11:59 AM in response to mesuno

It DOES work with iTunes 12.9 in Mojave OS.

Skoeq

Level 1

4 points

Nov 17, 2018 9:08 AM in response to leroy50

Same problem with Mojave 10.14.1 and iTunes version 12.9.0.164.

Works for me if I choose my speaker in preferences instead of iTunes

turingtest2

Level 10

278,143 points

Dec 7, 2018 8:52 AM in response to John240474

Use iTunes Feedback to let Apple know things aren't working with your model and contact the manufacturer too.

tt2

May 11, 2018 9:31 AM in response to turingtest2

Thanks. Installed the #80 build but no difference. Interestingly the B&W control app on my iPhone X can see the Zeppelin but the one on my Mac can't (though the router is clearly showing the speaker as linked on 2.4GHz.)

May 11, 2018 11:45 AM in response to turingtest2

Have send feedback. Depressingly the drones in support don't even update the input forms. The form's 'device' list stops at iPhone8 and doesn't mention *any* Macs. I'm beginning to see Apple places no value in Mac users. <sigh>. We also pay real money for Apple products, it should merit some support.

Jul 14, 2018 5:35 AM in response to leroy50

I’ve read all of the posts on here and am coming up against the same problem. However, and this is the strange part, I have two 30 pin connector Zeppelin Air speakers in different parts of the house, both installed with the latest firmware and (obviously) both connected to the same wi fi network........the one speaker works perfectly through airplay on my iTunes (version 12.8.xx) the other is coming up with the “not supported message”.........how strange is that!

leroy50 Author

Level 1

24 points

Dec 8, 2018 8:58 AM in response to BLUEHILLS55

Yay! finally!! Like you said, after nearly a year Apple decided to do something about a problem which was clearly their fault! Although I'm very happy that it is finally fixed I'm also disappointed with the length of time such a huge company took to put out a fix. Do they really put their customers needs first? Or do they focus on taking our money first and deal with problems when they see fit or suits them? I'm thinking the latter.

Dec 19, 2018 7:39 AM in response to bark01

I have the same setup. Have never used speaker from pc (normally use iPad, but connection stopped working about a month ago). Can’t find a way to choose Zeppelin from itunes on pc - no symbol to right of volume bar as help says. Any ideas? Thanks

Dec 28, 2018 2:05 PM in response to the fruit company

I have the same problem plus another one:

I can connect using the workaround on my Mac, as the iTunes for mac update didn't solve the problem. But I cannot update the firmware as the file downloaded by the BW app is corrupted. (See attach) And BW is impossible to reach it required signing in but tells my question cannot be sent because I didn't and I tried 4 times...

It just drove me crazy, and as I have another system to buy for another house, It won't be a BW but a Sonos or a Bose...

Bye bye to "amateur" customer service...

Aug 15, 2018 12:52 PM in response to valmont74

@Valmont74, Thank you, I have sent a request to B&W support today regarding a possible update of the zeppelin firmware.

Will update once I get an answer.

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Bowers & Wilkins Zeppelin Air no longer compatible after latest iTunes update 12.7.4.76