Akurate No Sound (ref#E3BP3I)

Support
1

What best describes your playback issue?

· Music doesn't start when I press "Play"

What type of Zone is affected by this problem?

· *Directly-connected Zones* are affected.

Does the issue affect all file formats?

· The issue affects *multiple/all* file formats.

Does the issue happen with local library music, streaming service music, or both?

· *Both streaming and local* *library* music are affected.

Do you encounter any playback errors with the "System Output" Zone?

· I don't have a System Output available, but I'd like to keep troubleshooting

How is the affected Zone connected to your RoonServer machine?

· Network - Ethernet

Which network audio protocol is the Zone using with Roon?

· Linn

Since this is a Linn Zone, have you ensured your devices are using the same Linn playback subnet?

· I've verified the subnet and the Zone still won't function.

Does the device show up at all in Roon Settings -> Audio?

· Yes, it shows up there, but it isn't Enabled

Does the "Enable" button unlock the Zone?

· I pressed Enable, but the Zone remains disabled

Does the device play audio from another source when using the same connection?

· The device has no problems with another audio source

Have you checked that Roon is whitelisted in any firewalls?

· I've checked the firewall and the issue remains

If the device has multiple output options, do the other options work as expected?

· Only one output type is affected while the other output type works as expected

Is the device using the latest firmware as per the manufacturer?

· Firmware is up-to-date but the issue remains

Do you have an approximate timestamp of when the issue last occurred?

· nov Monday 27

What are the make and model of the affected audio device(s) and the connection type?

· Linn Akurate Exact /Meitner DAC stopped working.

Describe the issue

Dear Roon support,

I have started using Roon almost a year ago and became a very happy user, and everything went fine until 2 days ago.

My installations:

• System 1 Linn Klimax DS
• System 2 Linn Akurate DSM/Meitner Dac
• System 3 Denon AVR5200
I have Roon running on a separate Intel NUC, which is powerful enough.

What was very useful is that Roon converts DSD files so I can play my comprehensive library on all systems, converting to 176khz on the Meitner.

2 days ago I moved my Akurate on system 1 to make a comparative test. Working through the Linn app everything worked fine. But when switching to Roon the Klimax plays fine, and still does, but the Akurate did not work.
Roon takes over the Akurate and apparently starts playing the requested fragment, but with no sound. After exactly 10 sec. it stops and goes to pause mode. When restarting this one gets the same result.

Moving back my Akurate to system 2, it does not play any more like before, and also one has the same result. The Linn app works fine, but Roon does not work and stops after 10 seconds.

The other installations are working fine.

I do have switched Utp cables just to make sure, and moved the NUC on the same switch as the installations, in vain.

Is this problem familiar to you, and how can I solve this?

Many thanks in advance for your help.

Describe your network setup

From the provider router, Telenet, I have 2 glass fibre connections to my 2 systems. On each of them There is a Linksys LGS310c switch. This switch works perfectly as the Linn app works fine. Cables are cat7 solid core. So the setups are identical and the Linn Klimax DS works fine. Akurate not.

2

Good day @Jos_Vanhoutte !

I hope you’re doing well today.

First thing we’d recommend you to try is to power down your Akurate and hold the power button for 15 seconds(while it’s plugged out of the socket), then reboot your router .

After that please turn on your nucleus and connect to the keyboard and monitor to it via HDMI and after it boots up press ENTER then enter command “resetnetwork” and hit ENTER again.

after that please connect everything back and try to play the music again without connecting original apps of those DACs.

Let us know please if that works.

Thanks!

Regards.

3

Hi Alex, yes, thanks, apart from my music system. Are you well?
I have done all you have requested in the right order. FYI on the Akurate it is power on or off, but on either of those you can press harder. BTW, when not in play my Akurate is completety shut off from power.
I made a setup in my garage with a large screen, on the same spot where the NUC has been running for many months, and followed exactly what you have instructed.
I did not use the Linn app on any of the systems.
After rebooting, Roon worked fine on the Klimax, but not on the Akurate.
In the end I started the Linn app just to make sure there is no network issue; This continues to work fine.
Tx in advance for helping me further with this annoying issue, as I would very much like to continue using Roon.
Have a nice WE!

4

Hi @Jos_Vanhoutte,

Thanks for the update! Sorry to hear your issues persist. After you attempt to press play, do you see any color pop up for your signal path? Are you able to review your Signal path when attempting playback?

I’d also be curious to review your device settings within Roon when you’ve enable the Akurate as your active zone. See if you’re able to share a screenshot of that if possible.

Thank you! :raising_hands:

5

Hi @Jos_Vanhoutte,

We haven’t seen a response on this thread but our diagnostic servers indicate activity associated with your account during the interim.

Do you still require assistance with this issue? Please see @benjamin’s post above and provide the information requested to proceed. Thanks!

6

Hi Connor,
sorry for the delay, but we were abroad from friday until now. I will look into this and reply today to the earlier message.

Kind regards
Jos Vanhoutte

7

Sorry for the late replay, Benjamin, but we were abroad until today.
Sorry too for my technical level, But I am only a user of Roon. Can you explain me what you mean with ’ so you see any color pop up for your signal path?'. Where can I find the screen that shows my Signal Path?

The same goes for the devide settings of my Akurate within Roon?

Is this the screen?

image
image1920×1080 156 KB

I copied the setup screen parameters of my Akurate within Roon, but could not copy this in this message. How do I send you this screen shot?

Tx in advance for your help.

8

Hey @Jos_Vanhoutte,

Thanks for the response, and no worries at all! We’ll get you sorted out :+1:

Here is more info about signal path:

When you play music, you should see your signal path activate. Let us know if you’re able to snap a screenshot like this one above. Thank you!

9

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