ROCK on a NUC12WSHi7 with 16 GB RAM
Ubiquiti switches/routers, all relevant machines hardwired
Mac Mini M1 over ethernet
~13,000 tracks
The roon remote on my macmini frequently disconnects from the core and is not available to select as a zone. If I restart the Roon app on the Mac it resolves
Can I get someone from @support to respond?
Did Roon just stop providing any support? I open a post here a few weeks ago - no response. Bumped it again - nothing. Raised a ticket with Roon directly - they told me that is just for sales issues and to post here.
Isn’t the point of paying for software to get support?
No, they haven’t stopped; it’s simply that they are (in my view) understaffed with less than a handful of people who are battling a large queue of issues. Not ideal, but it is what it is.
Hey @anon10609173,
Ben with the support team here, thanks for your patience while our team navigates through each thread!
Following up on your issue, I see you shared the below info on your network setup:
Can you be more specific? How is your core connected to your router? Can you test out hardwiring it via ethernet and bypass your switches? How is your Mac Mini connected to your network?
With that, it would be most helpful if you could share a more specific date, time, and track playing when the issue occurs again.
Lets also refresh the RAATserver database on your Core as a next step:
You can generate a new RAATServer instance on your device by following these instructions, but please be aware that this will reset your Roon Settings → Audio Tab to factory settings and I would advise making a backup of any custom DSP settings you have:
I’ll be on standby for your reply. Thanks!
Both the Core and Mac are connected via the same switch. I am not sure what you mean by “hardwiring via ethernet” - guessing you may mean to connect them both directly to the router? If so, that is not possible to - it doesnt have enough ports to be able to support them both.
You seem to be suggesting to reset the RAATserver on my Mac, but the Mac is not the core. As noted, the core is on ROCK and the Mac doesnt seem to have any of the folder structure you are suggesting
Hey @anon10609173,
Got it - thanks for the info. Based on a recent core diagnostic report, we’re seeing frequent network-based errors right around the time the Mac drops off and playback stops. This could potentially be due to a bottleneck in bandwidth occurring between your Core and Remote.
If you can test out a direct connection with each device separately, that would still be a helpful next step in troubleshooting.
Good catch! Yes please refresh your RAATServer database from your ROCK. Thanks 
Can I take it from your comments that you somehow looked at my logs without any kind of permission granted?
if you read carefully:
It would be pretty odd to give support advice based on specific challenges in other’s setups, but if we are really getting technical, he then follows with "occurring between your Core and Remote
Read the whole sentence carefully again:
Just another user here, and yes they do it all the time to present the rich user interface, and …
… you did consent to their privacy policy on sign-up, no?
I see nowhere in that privacy policy any indication that Roon has the ability to view detailed server logs that are tied to specific users. Frankly punching a hole in your network that allows someone external to do so is terrifying
Your Roon core/server is connecting to (a) central server(s) - these, like all servers keep logs.
These are the logs they refer to. Not in your network.
check the " Analytics data gathered by Roon Labs software" part
The analytics section of the privacy policy starts with “The data is generally transmitted and stored without any reference to Your personal information. The purpose of the analytics data is to help us understand Our users and how they utilize Roon.” Clearly this data that we are talking about right now is not anonymized data, but specific to a user.
Later it says “We capture data about how You use Roon, including, but not limited to: the features You use, how often You use Roon, statistics about Your music library, geographic location, and the audio devices You stream to”. While we can agree that “including, but not limited to” can include near anything, the ability to pull user specific logs showing specific network activity is, in my opinion, something that should be explicit in the policy, not hidden.
Network security is obviously somewhat a personal choice. My choice is that today is the last day that Roon exists inside my firewall
@anon10609173, the Roon technical support team has had the capability to pull diagnostic information from Roon cores for many years. When customers report issues we routinely query this diagnostic information so as to be better read in on the issue at hand when communicating. We find that the vast majority of our user base appreciates our team being proactive in this way. In fact this is one of the only cases that I can recall in the past 5 years in which this capability has been an issue.
I understand that you would prefer that we not enable diagnostics on your core and I have made a note on your account to that effect. Rest assured no member of the Roon support team will query your core for diagnostic information without your express consent to do so.
In order to move your case forward, @benjamin will need access to your core’s logs. Please zip up a copy of your core’s logs and upload them using the instructions contained in the help center article below.
I appreciate the effort, but I am done with Roon. That you have the ability to hit a machine inside my network like that at will just isn’t something I am interesting in continuing to use. You can close this.