Problems with Bluesound Vault and PC app finding Node2 that are wireless

I finally called the district sales manager.  My dealer—now out of business—had given me his number when I first bought it and had issues 3 years ago.  I forwarded my emails with Product Support, which stopped abruptly 10 days ago when they didn’t schedule a home phone session with me after I had done all the steps that they required to be granted one.  He was fairly appalled and said he would get back to me

@mahler, 
Wow, that sounds bad. My interactions with Bluesound have been stellar, especially considering I bought my Nodes second hand.
I know there are 2 techs, one is named Maya. I'll try to see if I can get her to look at your problem.
Bob

Maya is the one that was blowing me off

Just finished a 90 minute service call.  Everything for now.  Several interesting findings.
1) Players wouldn’t do factory resets because the latest update was “stuck” within them.  All 3 players had to be force fed the firmware by the tech (Aitei).  The update was for Airplay on the 2i and allowing Alexa, neither of which effects me, but that’s apparently beside the point...they recommended that the players not be grouped during updates, and I had them show me how to do them by usb.
2) My NAS wasn’t being recognized because apparently a previous update from Bluesound changed the settings on the NAS.  They had no idea why or how to prevent this again.
3) my follow up emails were being ignored apparently because they automatically go to the back of the queue.  In other words, when Maya asked, “what time is good for a call” and I answered and hit return,  then it goes to the back.  Apparently you are supposed to answer by starting a whole new email chain and refer to the original ticket number.
fwiw, when I set up my NAS months ago, I hired an IT pro, and we had a conference call with Bluesound to enable us to transfer the Vault contents to the NAS, and he said that Bluesound uses protocols on file sharing that are out of the mainstream IT world.  I would add their method of handling customer emails to that list

@mahler,
That's weird. I just replied to their emails and got answers back the next day or so.
I, too, found out that the players should be ungrouped before update after getting the same error. That is something they should let people know about.
Did the reset fix the problem?
B