ARC connectivity issue - Samsung Galaxy S23 Ultra

Support ARC: Port Forwarding Help
45

I flit between Apple and Android depending on client but it’s the total lack of support that annoys me the most. I’d never charge my clients for work and then disappear when it goes wrong… I guess rebooting and restarting everything again won’t go a miss. Thankful Qobuz app works 100% of the time… Thanks

46

Nope, restart, one song, poor connection, which misleads you into thinking the connection might get stronger somehow…

47

Under Playback in Settings, try turning off “Automatically pick the best quality” and set your own quality for WiFi and Cellular. This is what works for me on the Tmobile network, I have Original Format for WiFi and CD Quality for Cellular. So, try the CD quality settings and see if there is a difference.

48

Thanks I always have that set to original and changing to CD makes no difference…

49

Your’e not alone. Its something they really need to work on or they will start to loose a lot of customers.

50

Unfortunately the business model of taking all the money up front and then ignoring customers really works…

51

I don’t think that is Roons intended model, just they have not moved with the times and it’s increased userbase and complexity, its outgrown the current model support.

52

I sort of agree, although I don’t see any evidence of a support model… I don’t imagine the user base is very big though?

53

At least 250K, probably more. Enough to cause a lot of traffic for support, of which much is rather basic Windows/Mac/network stuff, but that can’t be avoided

54

250k is nothing really

55

It depends on the complexities and the user skills. 250K don’t create many cases if it’s a self-contained little app, but clearly in a quite complex networked system, now with port forwarding, it creates quite a few - just look at the support threads. Doesn’t help that there’s a lot of handholding for very basics things involved

56

Still £700 for an unsupported product is alot and I am technical and have set it up correctly, I’m sure this is a software issue… I’m just tired of being ignored.

57

I’m not defending that Roon has too few people on the support staff, they do, and support takes typically too long when the community can’t figure it out.

It’s not unsupported, though, just generally slowly.

58

This request is 23 days old and not one Roon employee has given me one thing to try… I do love Roon but this is very disappointing.

59

Er, @benjamin has responded to you three times - he is in the Technical Support team. It’s a very small team - and they have a very long queue of issues that they are battling with.

60

He asked me a few questions and hasn’t offered any fix at all… I have had no trouble shooting help from Benjamin or anyone at Roon.

61

Er, he did look at logs, saw an error, and gave you something to try

It was unsuccessful, but that’s how it can go. That was two days ago, not an eternity (though it did take a very long time until you got a first response, and that’s not great)

62

It’s been 23 days and downloading exactly the same software I had isn’t really helpful. Do you think it’s acceptable for a paid service not to work? I am losing my patience totally I’m afraid…

63

Hey @Simon_Tippett,

I appreciate your continued patience as our team works through this issue. We were able to review it in detail today and have few follow up questions for you:

  • Was the iOS device on wifi or cellular data when you were testing? Are you typically testing over wifi or cellular data?

  • Test out setting up a manual port forwarding rule in your router and see if the issue persists.

  • Test out using a different port number like 55002

  • Are you bringing your core to work? You mention both a Vodafone Ultra Hub as well as a BT Business Hub. Are you using two network interfaces?

  • If the Business hub 5 is your current router, it would be good to see a screenshot of the network system settings.

Thanks :+1:

64

Hi Benjamin

  1. I only ever use Arc on cellular data and it works on ios with the same SIM that it doesnt work with on Android
  2. I have set up port forwarding and it still doesn’t work on Android but does on ios, I I think that shows the port forwarding is set up correctly
  3. I opened up a range of 100 ports and changed ports and again it works on ios and not Android
  4. I don’t move my core it is on Rock on a dedicated Nuc. I do have two routers and I swapped them over to elimate the router as the issue, I am using the Vodafone router now
  5. I’ve uploaded a photo, I have tried static and dynamic mapping and dymanmic works perfectly on ios.
    20230708_071516
    20230708_0715161920×2560 227 KB

    Thanks