ARC crashes Nucleus

[Doug_Wieringa]

Roon Core Machine

Nucleus

Networking Gear & Setup Details

Xfinity modem, Netgear switches, all connections wired, no VPN. Music stored on a Drobo NAS

Connected Audio Devices

ARC running on iPhone 14 Pro

Number of Tracks in Library

18,000

Description of Issue

ARC will play without issue for 20-30 minutes, then I get a poor connection message and playback stops. When I return home, I cannot connect to Nucleus via Roon app and must restart my Nucleus to restore to get Roon and ARC working again

[benjamin]

Hey @Doug_Wieringa,

Thanks for writing in, and I’m sorry to hear you’re having issues with Arc!

As a next step, I’m curious:

When you’re in this issue state, are you able to access the webUI of the Nucleus:

RoonOS web

Outside of that, if you could please provide a specific date and time the next time you fall into this state, that would be helpful!

Thanks

[Doug_Wieringa]

Will do, @benjamin this situation happens repeatedly, so I should be able to provide that information soon.

[Doug_Wieringa]

Hi, @benjamin. The issue occurred again at 12:55 Pacific Time on Friday, June 16. ARC says I have a poor connection:

Roon iPhone app and PC desktop app won’t load:

Web UI seems ok:

[Edgar_Rodriguez (Edgar Rodz)]

This actually started happening to me after the Muse update, but I don’t have Nucleus. Before this update it was fine. But my system is unsupported but it’s the exact same behavior .

[benjamin]

Hey @Doug_Wieringa,

Thanks for the udpate! While we investigate things a bit deeper, I’d be curious to see if you experience the same issue on a fresh database, only running streamed content from Tidal. Before anything else, please make sure you have a recent backup saved. Steps to follow below:

• Create a Backup of your current Roon Database
• Stop RoonServer from running in Nucleus’s WebUI
• Navigate to your Nucleus’ Database Location
• Find the folder that says “RoonServer”
• Rename the “RoonServer” folder to “RoonServer_old”
• Restart the RoonServer in the WebUI to generate a new Database
• On the Roon Remotes, press “Use another Core” and connect to the new database

Before restoring a backup or adding any local content - sign back into Tidal and test out using Arc, and if you experience the same issue.

I’ll be on standby for your response.

[Doug_Wieringa]

Hi, @benjamin. I was able to run this test – it took me a while to get the time.

With a new database and Tidal (no local content) I did not experience this issue.

doug

[benjamin]

Hey @Doug_Wieringa,

Thanks for the update! It’s good to know things seem to function properly on a fresh database.

Go ahead and restore your recently saved backup, and let me know if you run into crashing again (jot down the song playing, date, and time.)

Thanks!