Failed login to Roon ARC with InvalidRecaptcha error on Astell&Kern SR35 (ref#0IMCRY) [Investigating]

Support
1

What’s happening?

· I'm having trouble with Roon ARC

What best describes your issue with ARC

· I can't log into ARC but I can log into Roon

How can we help?

· None of the above

Other options

· Other

Describe the issue

I am attempting to log in to Roon ARC on my Astell&Kern SR35 on my local network. No matter what I try I get the InvalidRecaptcha error. I have uninstalled and reinstalled ARC, rebooted my router and NAS (running Roon) and still get this error. I have also tried older versions of ARC and get the same. I have no content blockers on my network. I have also tried hotspot with my iPhone and again the same issue. Ideas?

Describe your network setup

Local wifi network, Asus RT-AX86U router, gigabyte fiber internet.

2

Hi @Richard_Wright,
Thanks for writing in to ask us about this issue. Captcha errors are most commonly caused by browsers settings or software blocking cookies. Can you try whitelisting cookies from Roon in your browser or trying to use a different browser to log in?

3

Astell&Kern DAPs do not have any browsers installed (and you can’t add one). My guess is that they use Webview.

4

Hi @Richard_Wright,

Thank you for your post.

The AK SR-35 does rely on WebView and, lacking a Play Store, most of the Google security checks aren’t attested automatically.

In the past, logins to ARC would fail to due to the Javascript configuration of the login webpage itself - this vulnerability has been resolved for several ARC builds.

We’ll need to attempt to reproduce this issue in-house in the meantime. I don’t believe the AK SR-35 has had a firmware update for several years, so firmware updates/factory resetting are unlikely to resolve the issue on the DAP’s side.

It might help to assign Google DNS (8.8.8.8) as your router’s chosen DNS server.

Do you have any VPNs or enterprise-grade equipment in the network path that might be managing/inspecting/filtering layers 4-7 here? What about a PiHole?

We’ll watch for your response. Thanks!

7

You are correct that a factory reset of the SR35 did not resolve the issue. I did change my DNS to Google but that did not work either. The last firmware update was October 2024 so not as long ago as you mentioned. I do not have any additional equipment in the network path. My RT-AX86U is connected directly to my fiber ONT and it is not running any of the TrendMicro security options.

8

Thanks for the update @Richard_Wright - we’ll be discussing your case with our Arc development team for further information and investigation. We should have more information to share with you before the end of the week. :+1:

1 Like
10

What’s happening?

· I'm having trouble with Roon ARC

What best describes your issue with ARC

· I can't log into ARC but I can log into Roon

How can we help?

· None of the above

Other options

· Other

Describe the issue

When I try to log onto Roon Arc on Astell and Kern Kann Ultra I get the following message: There was an error logging in: InvalidRecaptcha

Describe your network setup

Virgin Media Hub 4.0 . Wi-Fi: Dual-band 802.11ac Wave 2. Connection Type: DOCSIS 3.1

11

Hello @Geodoc

Thank you for reaching Roon support.

This behavior is often caused by browser or network settings interfering with the login process. Please follow the steps below:

1. Clear Safari’s Cache and History (iOS)

  • Open the Settings app.
  • Scroll down and tap Safari.
  • Tap Clear History and Website Data to remove cached files and cookies.

2. Adjust Safari Privacy Settings (iOS)

  • Go to Settings > Safari > Privacy & Security.
  • Make sure the following settings are disabled:
    • Block All Cookies
    • Prevent Cross-Site Tracking

3. Clear Chrome’s Cache and Cookies (Android)

  • Open the Chrome app.
  • Tap the three dots menu (top-right corner) and select Settings.
  • Tap Privacy and security > Clear browsing data.
  • Choose Cookies and site data and Cached images and files, then tap Clear data.

4. Adjust Chrome Site Settings (Android)

  • In Chrome, tap Settings > Site Settings.
  • Make sure that:
    • Cookies are allowed.
    • JavaScript is allowed.
    • Pop-ups and redirects are allowed (temporarily if needed for login).

5. Switch Networks (iOS and Android)

  • If you’re connected to a Wi-Fi network, switch to cellular data.
  • If you’re on cellular data, connect to a Wi-Fi network.
  • This can reset the DNS path and resolve login issues.

6. Verify Date and Time Settings (iOS and Android)

  • Go to Settings > General Management > Date and Time (Android) or Settings > General > Date & Time (iOS).
  • Ensure Set Automatically or Use Network-Provided Time is enabled.

7. Try Logging in via Web (iOS and Android)

  • Open Safari (iOS) or Chrome (Android).
  • Navigate to account.roonlabs.com and try logging in.
  • This helps verify your account works outside the app.

8. Clear Roon Account Session History (iOS and Android)

  • While logged in at account.roonlabs.com, navigate to your session history.
  • Remove any outdated or unnecessary sessions that might interfere with new logins.

9. If Using Opera Browser (iOS or Android): Disable Content Blocking

  • Tap the browser’s menu while on the Roon login page.
  • Look for the content blocking or privacy settings.
  • Disable content blocking specifically for this page.

Reinstall the App (if needed)

For iOS:

  • Delete the Roon app from your device.
  • Restart the device.
  • Reinstall the app from the App Store.
  • Attempt to log in again.

For Android:

  • Go to Settings > Apps > Roon.
  • Tap Uninstall.
  • Restart the device.
  • Reinstall Roon from the Google Play Store.
  • Attempt to log in again.
12

This is likely the exact same issue. Note that A&K DAPs do not have a separate browser so Safari and Chrome suggestions are irrelevant:

13

Agree @Richard_Wright @vadim thank you for proposed solutions and I appreciate your help; however, the majority are not applicable to an A&K DAC. On the DAC, the solutions outlined above are not feasible: 1, 2, 3, 4 - there is no browser per se on a DAC. 5- no cellular option on a A&K DAC. 6 - time and date settings are correct. 7. No safari or Chrome on a DAC. 8 - not possible. 9. not an option. App was re-installed on the DAC but exactly the same issue and InvalidRecaptcha error.

14

Hi @Richard_Wright,

This item remains in the pipeline. A quick question from our QA team - do you have any login credentials saved that auto-fill on this device? If so, is there any difference when credentials are entered manually?

We’ll keep an eye out for your response. Thanks!

15

All attempts were typed manually, I don’t think the Webview browser (or keyboard) on A&K products supports auto-fill.

16

Thanks @Richard_Wright. And just to ensure, you’re not relying on a proxy, a VPN, or customized DNS server here, and have only the ISP/cell carrier default settings on the router and phone?

17

No unusual network settings. Asus RT-AX86U connected to fiber ONT with static IP address so no carrier grade NAT. DNS is currently set to ISP defaults but I have tried Google and Cloudflare. I also tried iPhone hotspot, i.e. cellular.

18

To add, ARC works fine on other devices like iPhone or other Android DAPs.

19

Thanks @Richard_Wright - our team will need to attempt to reproduce the issue in-house as a next step, which may take some time.

We appreciate your patience while we continue to investigate! :raised_hands:

21

Hello @Geodoc ,

Thanks for the status update on this. We’ve made a ticket for our team to look into this further, once we have more information to share, we will reach out once more. We appreciate your patience as this request makes its way through the review queue!

2 Likes
22

I’m watching this thread with great interest as my issue is the same.

2 Likes
23

Just as another data point, my Activo P1 is doing the exact same thing. With it I can login to https://roon.app with Chrome but ARC is still using Android WebView.

24

Hello @Richard_Wright,

We’ve raised the concern with our R&D team, but the solution may take some time. In the meantime, would you be able to manually upload the Chrome APK file directly to your Astell&Kern SR35 and install Chrome in order to complete the ARC login process?

Please let us know if you need any assistance with this workaround.