ARC unable to connect after no changes in home network setup (ref#9SSR12)

Support
1

Network Setup

· I use a single personal router not provided by my ISP

ARC Status

· ARC is *Not Ready*

Roon Error Code

· None of these are listed. It simply says "TIMEDOUT" or similar.

System or third-party *firewalls *or *antivirus software* can sometimes block RoonServer from reaching ARC.

·
Try adding RoonServer and its associated processes to the whitelist of any firewalls or antivirus software you have installed, including the Windows system firewall, if applicable.
[You can learn more about firewall exceptions with Roon here.](https://help.roonlabs.com/portal/en/kb/articles/firewall)

Has the status in Roon -> Settings -> ARC changed after adding exceptions in your firewalls and antivirus software for Roon?
ARC is still *Not Ready*

Don't give up yet.

· I'm stuck. I'd like to create a post to ask Roon Community for help.

Describe the issue

Home network setup not changed but ARC now wont connect

{ "ipv4_connectivity": {"status":"NetworkError","status_code":504,"error":"error: Error: ETIMEDOUT, response code: undefined, body: undefined connected? undefined"}, "external_ip": {"actual_external_ip":"83.iii.jjj.kkk","actual_external_ipv6":"null","router_external_ip":"null"}, "natpmp_autoconfig": {"status":"NotFound"}, "upnp_autoconfig": {"server_wwip":"192.168.1.1","found_upnp":true,"error":"doaction request return statuscode: UnknownError"}, "multinat_autoconfig": {"status":"Failed","error":"Control URL not found in Device Description Document"} }

Describe your network setup

Openreach PPPoE Modem (bridge mode)
UniFi UCG Ultra

2

Hello @callum_rogan

Thank you for your inquiry.

We’ve diligently worked to reach every request for support with port forwarding. The diagnostics you’ve provided suggest there is a redundant layer of network address translation preventing port forwarding.

This can either be at the local-network level (commonly as a result of two routers), or at the level of your service provider (in the form of carrier-grade NAT).

If your setup involves an ISP-provided gateway (modem/router combination) and your own third-party router:

  • In the web administration interface of the ISP-provided gateway (modem/router combination), enable Bridge Mode or equivalent, where the ISP-provided gateway does not have DHCP routing enabled.

  • Alternatively, if you have already created a manual port forwarding rule in your 3rd party router, you can add an additional rule to forward the port through the ISP/second router.

If you only have one router in your setup or your modem is already in Bridge mode, please take a look through our list of known router and internet service provider solutions, as other users may have already encountered the same situation: ISPs and Routers: List of Known Solutions and Workarounds

You can reach out directly to your service provider to ask if they support port forwarding; this question will often enough to prompt them to explain whether or not the carrier-grade NAT they’ve implemented can function with ARC.

More specifically, you can pass along the following questions:

  • Have you implemented carrier-grade NAT for my account level?
  • Have you fully implemented IPv6, or do you have IPv4 addresses available?
  • Can I request a static IPv4 address to support port forwarding?
  • Are there any ports you have reserved at the ISP level I should be aware of?

If you’re unable to locate an existing solution in our Support > ARC: Port Forwarding Resources subcategory, update here and include the following information:

  1. What is the make and model of your modem and router?
  2. Do you have any additional network hardware, like additional routers or managed switches?
  3. Who is your internet service provider and what is your geographic region?
  4. Is your Modem configured in Bridge Mode so that it operates only as a modem or do you have the ports forwarded on both?
3

Hi @callum_rogan,

Who is your service provider? This forum has accumulated a large volume of knowledge for ISP-specific workarounds, so the more contextual information you can provide, the more equipped we’ll be to help.

Otherwise, you can always resort to Tailscale:

Please let us know if we can assist further. Thanks!

4

Hi @callum_rogan,

We’re pinging this thread since we haven’t seen a response. If you share the name of your ISP, we can review whether or not they’re in the process of rolling out CG-NAT on your account tier. This would block port forwarding, once activated, at the ISP infrastructural level. You’d need to resort to Tailscale instead using the instructions the article in my post above.

If your ISP hasn’t rolled out CG-NAT for your account level, then it’s possible that a router firmware update disabled port forwarding features that were previously enabled. Try recreating any port forwarding rules you’d previously added, or turning UPnP back on if available.

We’ll watch for your reply. Without any further activity, this thread will close in another day under the assumption that the issue was resolved. Thank you!

5

This thread is closing due to inactivity. Please create a new technical support request if you need additional troubleshooting help with this specific issue. The team will merge threads accordingly to continue the conversation.