Cannot connect to Roon ARC from multiple devices in different locations (ref#I7RIVO)

[support_richmsp]

What’s happening?

· I'm having trouble with Roon ARC

What best describes your issue with ARC

· I can't log into ARC but I can log into Roon

Describe the issue

Arc shows ready on the server. But multiple phones in multiple locations cannot connect.

Describe your network setup

Ubiquiti edge router. Forwarding enabled. This was working within the last month.

[connor]

Hi @support_richmsp,

To clarify, are you having an issue logging into ARC, or are you encountering a “Poor Connection” error after logging in successfully?

First, uninstall and reinstall the app on your devices. This will unfortunately delete any downloaded content, but it will ensure that the ARC instance is fresh and uncorrupted.

If you can’t get past the login screen, try disabling any Content Blockers or adblockers in the Safari (iOS) or browser (Android) settings on your phone.

[support_richmsp]

I’ve uninstalled and reinstalled and it still does not connect.

There are no system-wide content blockers on either device.

[connor]

Hi @support_richmsp,

At the time you uploaded this screenshot, diagnostic indicate that your RoonServer was in fact offline or unable to reach out servers.

Two possibilities here, assuming that this RoonServer machine has a stable internet connection.

1. A Windows update has reset the whitelist for the Windows Defender firewall, and RoonAppliance.exe, RoonGoer.exe, RoonServer.exe will need to be re-added as exceptions in your System Settings.

2. The next possibility is that the machine has intermittent cloud access to pass the port test, but doesn’t reliably reach the rest of the local network. How have you set up your Roon network? Please list any network hardware, including routers, mesh nodes, and layer-2 or -3 switches. We need to know precisely how it’s all configured relative to your RoonServer machine.

[support_richmsp]

Okay so we managed to get two phones connected but the iPad keeps refusing to connect.

[support_richmsp]

Any update? We tried uninstalling an reinstalling. The iPad is on the same network as the iPhone and the phone connects.

[connor]

Hi @support_richmsp,

The iPad is reaching RoonServer, but then failing to authorize the session after it detects another active instance of ARC. When you uninstalled ARC, did you fully delete the app’s data?