Hello All,
We understand the frustration being expressed by many of you in this thread and we share in your disappointment that this issue is yet to be resolved. Our goal here at Roon Labs is to enrich people’s lives with the best music playback experience in the world, not to frustrate users with cryptic error messages and network troubleshooting.
In April, we reached out to Devialet with the results of our testing in the QA lab as well as our summarization of the survey we put out to affected users. We offered to assist their team in any way possible and expressed desire to see this issue resolved with confidence. Their response was that they were aware of the issue and were investigating internally. We did not receive any further requests for assistance from their team, aside from an inquiry on how we recommend users should handle temporarily working around the issue. We followed up with them on July 1st and were met with the same response.
One thing to keep in mind: The majority of Devialet Expert users do not encounter this behavior during Roon Ready playback. This always adds complications to the troubleshooting process as well as the targeting of any potential fixes.
Due to the noise being by made our users, we re-started our own investigation a few weeks ago and plan to bring the latest findings to Devialet in the coming days. Our current understanding of this issue is that it is triggered by an issue in the ethernet stack on the device and is not related to the RAAT or Roon Ready implementation.
Bottom line: This issue can only be resolved by Devialet. We have offered our technical assistance to their team. We plan to reach out with further technical feedback with hopes that we can assist their investigation and expedite a fix to affected users.
In the meantime, our recommendation for users experiencing this issue is to use the device’s WiFi connection if possible. Some have reported that placing Expert Pro behind a 100mbps switch enabled use of Roon Ready playback without encountering the slow media error, however this “fix” is not endorsed by the Roon team as we cannot guarantee this will resolve the issue.
Going forward, we will be sure to do a better job communicating whatever updates we do have regarding the issue. I will follow up in this thread after we have reached out to Devialet.
-John