Error checking for update and song playback issue on Mac Laptop (ref#BNES3O)

Support
1

Hi! What’s not quite right with Roon?

· None of the above quite fits

None of the above quite fits

· None of these quite match

Tell us what's going on

· error checking for update to Roon, also many songs not playing due to "error" yet some songs play fine. My WIFI is working fine, as we have done plenty else with it. This error is on a Mac Laptop version of Roon App

Tell us about your home network

· Xfinity wifi, never had an issue with this in the past.

2

This is typically due to Roon Server not being able to communicate with Roon’s update servers.
As a troubleshooting step, can you:

  • Reboot your router and any associated network equipment.
  • Wait for it to re-establish a connection to the internet.
  • Then reboot the Nucleus.

Are these Qobuz tracks? If so it a known issue (see pinned topic in #suppor) it’s affecting the majority of Roon/Qobuz user.

They are working on it and may have made progress.

3

will try to reboot the router, and my streamer. That said, my update is an issue on the laptop, not my server. Thanks for the Qobuz information, that is what I use.

4

Hey @Douglas_Peot,

Thanks for writing in! Let us know how rebooting your devices goes. You can also always redownload Roon from our website, and it will install the latest version.

Certainly, let us know a specific local track name the next time you experience a playback issue. If it’s only Qobuz content, you’re likely suffering from the known issue our team is actively working on.

Thanks, Douglas! :raising_hands:

5

Hi @Douglas_Peot,

According to our servers, at least one of your devices remains on an outdated

Let’s try a fresh database and see if your issues persist. On the laptop:

  • Create a Backup of your current database
  • Exit out of Roon + RoonServer (from taskbar area)
  • Navigate to your Roon Database Location
  • Delete the folder that says “Roon”
  • Reinstall the Roon App from our Downloads Page to generate a new Roon folder
  • Restore your Backup.

This will automatically download the latest Roon version for the Remote itself without uninstalling the server.

We’ll watch for your reply. Thank you!

6

Hi @Douglas_Peot,

Wanted to follow up on this. Were you able to try the fresh database steps on the laptop, including backing up your current database, exiting Roon and RoonServer, deleting the Roon folder, reinstalling the app from our downloads page, and then restoring your backup? Since that should also pull down the latest Roon version for the Remote, I’d like to see whether the outdated-device issue is still showing up after that. Please let us know what you found, thanks.

7

Generally, relying on an hardwire Ethernet connection for your Roon Server machine will provide a more stable setup. That said, the upstream issues affecting the Qobuz API that initially prompted this report have since been resolved.

This thread is closing due to inactivity, having received no response from the OP in the last two weeks If you require further assistance, please reach out in a new tech support request here and we’ll reopen the topic thread.