ARC „something went wrong“ while playing

Support
1

Roon Core Machine

Rock 2.0, NUC i7, 16GB

Networking Gear & Setup Details

Edegrouter 12, Etheregen

Connected Audio Devices

Weiss Dac 502, Ethernet
Samsung S23UltraSamsung S9+

Number of Tracks in Library

54k

Description of Issue

ARC on Samsung constantly stopps playing, with above error message. No difference between Broadband an WLAN

2

As I first step to diagnose whilst you wait for support it’s best to check a few basics. What does Roon say in the arc settings page of the app, does it give any errors or say all is on and its accessible?

If not then I would also go back to basics network wise, remove the etheregen and connect direct to your router or try a non exotic switch instead . These audiophile switches have been known to fail on some basic networking things, so this will rule out if it’s thats a factor or not.

1 Like
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Hi CrystalGipsy, thanks for the reply. I should have mentioned, that I tested this already. Resp. When I can see the Rock and have a connection via Roon and despite this have the failure, then the logical point of failure is outside my network/setup

5

Hi @Thomas_Schori,

Thank you for posting and we’re sorry to hear about the issue.

The error you’ve indicated above most commonly represents the following scenarios in ARC:

  1. accumulated packet loss that, despite ARC’s attempts to prebuffer to compensate, overwhelms the audio stream. This would generally be the fault of poor cellular connection on the phone or upstream filtering in your local network above the Roon Core.
  • Let’s eliminate as many network variables as possible. At your convenience, please try playing back tracks with your Core hardwired directly to the router and see if you encounter this same error.
  1. an issue with the audio stream itself while ARC is attempting to play. This can depend on the source material, so we’d like to gather a little more data here.
  • Do you encounter this problem with different file types and formats?
  • If you use streaming services, does this occur with Tidal/Qobuz tracks as well as your own local library?
  • Are you using any DSP?

In the meantime, diagnostics from your ARC account available on our servers show errors around translation strings. Are you using the app in German, English, French, or other? Does changing the language generate new symptoms?

Lastly, the symptoms you’re describing are possible with a known error we’re working to resolve when USB DACs are connected to Android phones. Are you using a USB DAC with either of your phones when you see this problem?

The majority of logs are filled with network errors: timeouts, interruptions, and dropouts during audio streams. I anticipate we can resolve most of these issues by troubleshooting the network.

Thank you!

6

Hi @connor , thank you for coming back on this.
Below my answers to your questions inline:

Let’s eliminate as many network variables as possible. At your convenience, please try playing back tracks with your Core hardwired directly to the router and see if you encounter this same error.
THS: the roon core is connected. to a switch, witch is directly connected to the router. The Streamer/Dac is connected to the same switch and works flawlessly
I also used ARC in my local Wifi to rule out broadband issues, with the same error

  1. an issue with the audio stream itself while ARC is attempting to play. This can depend on the source material, so we’d like to gather a little more data here.
  • Do you encounter this problem with different file types and formats?
    THS: Yes
  • If you use streaming services, does this occur with Tidal/Qobuz tracks as well as your own local library?
    THS: Yes on all three, regardless if it´s broadband or Wifi at home
  • Are you using any DSP?
    THS: No

In the meantime, diagnostics from your ARC account available on our servers show errors around translation strings. Are you using the app in German, English, French, or other? Does changing the language generate new symptoms?
THS: English

Lastly, the symptoms you’re describing are possible with a known error we’re working to resolve when USB DACs are connected to Android phones. Are you using a USB DAC with either of your phones when you see this problem?
THS: No

I‘m using Tidal, Qobuz and Replaio directly, which are only stopping when there is a really bad connection, but they start to play again as soon as they have better connection.

Br,
Tom

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Any update?

8

@connor when will I get a feedback/update? It’s now over 20 days
Rgds, Tom

9

@connor : it’s another month w/o any reaction, is this how customer should be treated?

11

Hi @Thomas_Schori,

Sorry for the delay and thank you for your patience. We’ve re-examined diagnostics and see instances of requests to Roon’s servers (not your ROCK) failing when you’re connected to your home network WiFi.

The most common culprit for these errors is a WiFi firewall or security feature filtering certain content out of your downstream connection from the internet. Do you have any VPNs, network firewalls, or other network hardware that you did not include in your previous response?

Your Edgerouter may also be implementing QoS traffic filtering. Please see this article from Edgerouter: https://help.ui.com/hc/en-us/articles/216787288-EdgeRouter-Quality-of-Service-QoS-

Do you have any QoS policies in place on this network? If so, what are they? If your ROCK has been deprioritized or traffic is considered on a first-come, first-serve basis, then requests to ARC might be filtered out selectively. ARC would see the Core, passing the ping test in Settings → ARC, but it would not have the stable upstream connection required for on-the-go playback to work reliably.

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Hi @Thomas_Schori,

Have you had a chance to review my message above? Thank you again for your patience. We’re here to support at your convenience.

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