ARC downloads option missing altogether

Support
1

I am heading out of town tomorrow and wanted to download a couple of new albums to roon arc. I already have a bunch of albums downloaded.

When I launch the app, the downloads menu option is gone. I can’t download new music or find my existing downloads. I haven’t used roon arc in a few weeks so I am not sure if this is related to the latest update or not. The settings show 318 GB of run arc storage in use so the files are still there.

Is anyone else seeing this? I saw some similar posts from 2023 but this is a bit different.

I really don’t want to reinstall the apps and have to re download everything. If I have to do this, I’m done with arc.

Any help is appreciated.

Dan

2

Can you provide a screen shot.

You should also be on the latest production build: 347 (350 for android)
IMG_2487

3

Confirmed I am on build 347.

IMG_2493
IMG_24931284×2778 509 KB

IMG_2494
IMG_24941284×2778 190 KB

4

Maybe the downloads disappeared for some reason (e.g., reinstalling ARC at some point).

If you go to Home > Settings (the cogwheel top right), do you have a downloads section?

image
image1290×2796 346 KB

And can you create a new download of an album?

5

I do have downloads list under settings. Almost 350GB

I cannot download any music. There is no longer a download option of any kind.

Dan

6

Very strange. You should open a new case in Support

7

Hi @Dan_Petit,

Thanks for writing in - it’s good to see you on the community again!

Have you kept Arc in offline mode the entire time you haven’t been using it? While this isn’t common, it’s possible that Arc was unable to authenticate with our servers, which it needs to do periodically. Typically, our authentication servers verify credentials every 14 days. If this didn’t happen, Arc may be in an unusual state.

If you bring Arc back online, do you see a prompt to log in again or reconnect to your server?

8

It looks like I have a much broader problem. Since installing the update yesterday my rock server has lost its connection to the local storage it has will all of my music. Arc was only showing qobuz artists and that explains why.

I’ll have to troubleshoot further to see what the problem is.

9

Crisis averted.

I am not sure what caused the ROCK server to lose its connection to the local music storage, but a clean reboot of the server restored its local storage. Restarting ARC then caused it to pick up my downloads an reactivate the download menus/options. So I think I’m good.

Thanks for the help everyone.

It is probably worth noting for the KB that files locally downloaded to a device running ARC will disappear, along with options to download, if the Roon server it connects to no longer thinks it has those files, even when in ARC is in offline mode. This is not the behavior I would expect since the files are already on the ARC device.

1 Like
10

Thats great news @Dan_Petit - glad to hear you were able to sort things out!

We’ll certainly pass the feedback along - happy listening! :drum: :notes:

11

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