Error message when logging into ARC on iPhone after reinstall (ref#J8149F)

Support
25

Hi @chimmy,

Thank you for the detailed update and for your patience as we work through this.

Is this enterprise-grade VPN also installed on your RoonServer machine as a second network interface?

To synopsize what you’ve stated to make sure I understand correctly:

  1. You maintain Tailscale on two iPhones, the second of which additionally has an enterprise VPN connection
  2. Both iPhones now have an ARC instance installed.
  3. The Tailscale-only iPhone cannot pass SSO login in ARC, whether on WiFi or cellular
  4. The enterprise VPN iPhone, however, can pass SSO login in ARC

The team has escalated to development and identified relevant errors in diagnostic logging. Please stand by and we should have a response shortly with further detail and next steps.

27

Hi @David_T,

Thanks for your patience and our apologies for the lapse.

I’d first check whether you have any content blockers in Settings → Safari installed on the affected iPhone that are not installed on the unaffected iPhone. These can interfere with the cookies-based single-sign-on service that ARC (and Roon) use to login.

Next, try logging into Roon’s account page in Safari on the affected iPhone: https://account.roon.app/en/login

Are you able to login there? If so, then please clarify the following:

  1. Do you store your Roon password in iCloud Keychain?
  2. Did you originally install ARC on the unaffected iPhone first?
  3. I’m assuming you have this issue whether connected via cellular or WiFI?

We’ll watch for your reply. Thank you.

29

Hi @connor thank you and the team for this! I really appreciate it.

  1. You maintain Tailscale on two iPhones, the second of which additionally has an enterprise VPN connection

My personal iPhone (and iPad) has Tailscale installed, but my work iPhone doesn’t. The latter has an enterprise VPN installed instead, and that VPN is on the whole time.

  1. Both iPhones now have an ARC instance installed.

Correct. My work phone got it from the JP store, whereas my personal one tried both.

  1. The Tailscale-only iPhone cannot pass SSO login in ARC, whether on WiFi or cellular

Correct. Plus all the attempts mentioned above, cleaning up cookies, turning off Private Relay, etc.

  1. The enterprise VPN iPhone, however, can pass SSO login in ARC

Correct. It did so on the first attempt, while connecting to my home WiFi and the enterprise VPN.

My hypothesis is that for the SSO login part, the work iPhone did so through the VPN, and for the next step where ARC connected to my Roon Server, its VPN has local network exclusion, which let the ARC’s request through my home network.

Thank you and the team again. I hope we can resolve this soon.

30

Good Morning Connor,

I can’t detect any content blockers in Safari.

I am able to login via Roon’s account page.

The password is stored in iCloud keychain.

I did originally install ARC on the unaffected iPhone first.

Yes, same issue whether cellular or WiFi.

Thank you.

32

Hi @walter_suman,

We can see SSO failures in diagnostics and escalated to the ARC team. Are you still encountering this error? Diagnostics dont’ show much ARC activity in the last several days.

Are you able to login via the Roon accounts page on a browser from this same phone?

What about on your Roon controllers, either phone or desktop?

35

Hi @chimmy, @David_T, @walter_suman,

I’ve merged your threads together since they are relate to the same issue. Our QA team is investigating with development and we should have next steps shortly.

From what we can tell, this is a framework-level error, meaning reinstalling ARC won’t necessarily help.

For those of you who haven’t already performing this test: please try logging into Roon on a browser from the same phone using our accounts webpage.

Additionally, please clarify whether or not the iPhone affected uses the same iCloud account as the iPhone/iPad on which you originally installed ARC.

Let us know if you get any error. Thank you!

37

Hi Connor,

No one responded to my last reply directly. I answered all of the questions asked of me, but joining the threads seems to have mixed things up. Either way, I still cannot get past the following error message: “Something Went Wrong.”

I logged into Roon using Chrome and got the same result.

38

Hi @connor, thanks for the new info.

For those of you who haven’t already performing this test: please try logging into Roon on a browser from the same phone using our accounts webpage.

I’ve done the following steps but still couldn’t log in to ARC

  1. Cleaned all my data from Safari
  2. Was able to verify that ARC uses Safari for login because after step 1, ARC asks for username and password
  3. Cleaned all data again, and log in to the accounts page you shared on Safari
  4. Go back to ARC, now my account name shows up in the login page
  5. Clicked on my username, agreed to sign in, but then got the “Something went wrong” message again.

Additionally, please clarify whether or not the iPhone affected uses the same iCloud account as the iPhone/iPad on which you originally installed ARC.

Yes my iPhone and iPad were tied to the same iCloud account I used to first downloaded and logged in to ARC. I haven’t used ARC in years and recently decided to use it again, but both could not login anymore.

39

Hi everyone,

We’ve identified the underpinning issue and development is working on a fix. Thank you for your diligent reporting here.

We’ll post as the fix progresses through the pipeline and a fix is available to test in Early Access. The fix will then release into a future Roon public build.

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