I also got a personal message saying roon would progress the issue via personal messaging well over a month a go. I have tried following up on messaging but I haven’t heard anything. Not a peep.
My status is the problem is unresolved and roon is essentially unusable in two locations with entirely different network and roon playback infrastructure. This is many months now. Over 4 months for many of us. My only work-around is to play roon via HQPlayer. It’s not perfect either but it improves stability a lot.
What is the status of others shut out from pubic support when that thread was closed? Did roon ever follow-up with you?
Our quality assurance and research and development teams are actively working to find the cause and fix the issue. Please try to reproduce the issue again and let us know the exact time it occurred. I will add your diagnostic data to the tracking thread to speed up the investigation.
Have you tried putting HQPlayer in your test chain? The improvement in stability is very marked. I am playing that way now. That should give you an additional data point to compare with broken replay chains. Maybe there is a difference in the way HQPlayer handles RAAT?
I am no longer using any other endpoint than HQPlayer as roon remains essentially unusable otherwise. I’ll set up an alternative endpoint later and send you the date stamps. But I don’t know what that adds. You have already reviewed my logs many times. Nothing has changed on my end.
We’re sorry to hear you’re still running into audio issues. We haven’t followed up on the PM since November simply because there hasn’t been any new information that would move troubleshooting forward. Our lead QA manager is still working with you directly in that PM and is actively investigating the root cause.
We do understand how frustrating a long-standing issue can be. That said, creating new threads about the same problem makes it harder for our team to track your case and provide consistent support. We ask that you keep all updates within the existing PM so we can stay focused and organized.
We also need to address the tone of this new thread. Using a technical support thread to criticize or undermine Roon Support isn’t appropriate for the Community, and as a long-time member you’re aware of these guidelines. If you have constructive feedback about our support process, please share it in the Feedback category where it can be properly reviewed.
On a positive note, we’re glad to hear HQ Player is working better for you at the moment. If the issue appears again outside that setup, please let us know so we can continue investigating.
So, as a test I stopped play on the stable HQPlayer connection and connected to a Primare SC15 Mk2 endpoint at 17:08 CET instead. The connection stayed up for more than 5 hours until 22:22:44 which hasn’t been possible for months. At first I thought there might have been an improvement since the last release but then play returned to a pattern of regular disconnects at 23:25:20, a cluster of disconnects from 00:23:10 and another one at 01:23:49 at which point I gave up.
In previous correspondence you noted yourselves that the logs indicate the same pattern of disconnects on headphones on the system out endpoint with no network in the replay chain. I will try that again next.
Can you please repost the messages you refer to so we don’t have to start from scratch? I still cannot find them.
We’re unable to repost private messages in public threads. Please check your Direct Messages inbox for the earlier correspondence.
At first I thought there might have been an improvement since the last release but then play returned to a pattern of regular disconnects at 23:25:20, a cluster of disconnects from 00:23:10 and another one at 01:23:49 at which point I gave up.
Thank you for providing these timestamps — we’ve forwarded your feedback and observations to our QA team for further review.
As @benjamin mentioned earlier, at this stage our options on the support side are limited. The next step is to wait for feedback and guidance from the R&D team, who are actively investigating this behavior.
We appreciate your patience and will follow up as soon as we have an update.
The conversation was opened by @beka more than 6 weeks ago on the 5th November. I cannot see any of the further messages from R&D you mention. Those are the ones I am asking you to repost.
I have an update on my test of my System Out endpoint with no network involved.
Play started at 10:50:13 CET. There were then clusters of very rapid disconnects/reconnects commencing at 13:26:34, 14:25:57, 15:26:07 and 15:29:26 at which time play stopped altogether. I then had to restart roon and play resumed at 15:37:20.
I don’t see any change or improvement in this playback behaviour on my Primare SC15 Mk2 or System Out endpoints over the last 6 weeks.
Thank you for clarifying, and for the additional testing details — we appreciate you taking the time to run these long sessions and capture precise timestamps.
To clarify the situation around the direct messages: there have been no new replies from R&D in that private thread since it was opened by @beka on November 5th. That’s why you’re not seeing any additional messages there at the moment — nothing is missing or hidden from view.
Your recent test results (including the System Output endpoint with no network in the playback chain) and the timestamps you provided have been noted and added to the existing internal investigation. At this stage, there isn’t any new guidance or update from R&D that we can relay back to you yet.
We understand how frustrating it is to continue seeing the same behavior over an extended period, especially after multiple releases. For now, the best next step is to wait for further analysis from the engineering team. As soon as there is any new information, confirmation, or request for additional data, we will reach out to you directly in the existing DM thread.
Thank you for your patience and for continuing to work with us on this.