Certification "not completed" for a published certified device

[Matthew_Webster]

Roon Core Machine

Innuos Statement

Networking Gear & Setup Details

High speed office network

Connected Audio Devices

SoulNote Z-3 connected to a SoulNote D-3

Number of Tracks in Library

5,000 tracks

Description of Issue

I’m trying to connect a SoulNote Z-3. I’ve tried two different cores that I have running. Only when all of the manufacturer’s procedure is followed (inputs on DAC match the outputs on the Z-3, and LAN speed must be Gigabit, i.e. no audiophile switch) do I see the SoulNote pop up in the available devices list, however, there is a popup message when I try to enable it that reads:

“There’s a problem with this device.
Unfortunately, the manufacturer has not yet completed certification for this device.
Contact your device’s manufacturer… etc.”

I contacted SoulNote, who told me that sometimes I have to wait a while for a new Z-3 to show up in Roon.

This doesn’t help or answer my question. The Z-3 is definitely a Roon certified device.

Anyone have any ideas?

[Robert_F (Rob)]

@Matthew_Webster, I do not have a Z-3, but have you checked on the firmware for both the D-3 and Z-3?

[Matthew_Webster]

Hi, thank you, I did just reach out to the company and found the procedure for checking firmware. It appears I have version 15, which may be an older version. I’ll work with them to resolve this issue, which does indeed seem to be firmware related.

Thanks!

[Robert_F (Rob)]

Great to hear. Please update this thread when you find out if the problem is related to the firmware.

[Matthew_Webster]

Confirmed, that was the issue. This can be marked solved. My unit was an earlier firmware version, and a solution is in progress thanks to the very helpful support of the mfr. Thank you!