What’s happening?
· I'm having trouble with Roon ARC
What best describes your issue with ARC
· Other
Describe the issue
Disappearing artwork with downloads
Describe your network setup
On 5g iPhone
Hi @mikeb ,
Thanks for reaching out. Can you please confirm if you’re seeing any other symptoms? Is your ARC app freezing or crashing at all? Do you mostly use ARC in offline mode? Is ARC in offline mode when this issue happens?
@noris , thanks for getting back. ARC seems to be working normally, the downloaded albums are playing, it’s just very annoying that the artwork disappears if/when the core hasn’t been seen for a few hours. Constantly visiting the settings to toggle offline mode is not convenient either.
Hey @mikeb,
It’s true that Arc needs to shake hands with your server for proper functionality, but a few hours feels a bit off in regards to losing your album artwork. Could you please reproduce the issue and share a date, time, and track/album that you experienced the issue on?
We’ll enable diagnostics and take closer look for any queues. 
It feels like every 2 days. I can accept there’s a handshake when streaming from the core, but the whole idea of downloading albums is that you become independent from the core. If the album still plays (ARC is authenticated?) the album art should really be visible too. Don’t you think?
This has been going on forever. There are multiple closed threads in Early Access back to build 50 or something, some closed, some set to resolved (maybe they did fix something but closely not the whole problem), and the latest and still open one is this AFAIK:
FYI, as described many times in EA by many different people, switching to offline mode makes half or more of the (downloaded) covers disappear immediately.
(In my case, the covers are all embedded in the (my) files, so there is no reason for them to disappear ever, handshake or not)
All we have to do is wait 
If the album is downloaded, IMO the artwork should ALWAYS be shown. Authentication is a different issue. Don’t punish “authenticated, but haven’t seen him for a while” users by suppressing artwork. Display a “please re-authenticate” message or something?
You should make this a post in Feature Suggestions.
When it does happen again please let us know the date and time.
Just now, 11/3 11:44 pm CET. All covers were there in Downloads while online. I switched to Offline Mode and the majority is gone.
Switched off the Offline Mode at 11:47, and they returned.
When I switched to the phone’s Airplane Mode instead, 11:48, curiously they didn’t disappear.
What is the purpose of Offline Mode anyway that isn’t achieved by Airplane Mode? I can’t see any.
At 11:55 I tried the Offline Mode again and now they didn’t disappear there either.
Hello @mikeb ,
We saw that you put in a request to have this thread reopened, so we have gone ahead and done so. We recently made some improvements regarding covers in offline mode, I wonder if it possibly helped in your case as well. Can you please confirm, are you still seeing this issue in the latest Roon/ARC release?
If there weren’t any other fixes that I am not aware of, I was told in EA that the attempted fix was meant for low-res covers in offline mode in Now Playing, but not the completely missing ones:
It didn’t fix the low-res Now Playing for me, nor, of course, the missing ones.
Hi everyone,
The team has two tickets still open that will affect this condition. We’re going to have to ask for your patience once again as we wait for this work to mature and proceed through the pipeline.
Our initial fix was for a very specific manifestation of this problem, but it wouldn’t have exhaustively prevented artwork issues with downloaded files, just certain cached hi-res covers.
We’ll share more information here as it becomes available.