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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
· My Roon software won't start up
Describe the issue
I have 2 Astell and Kern devices, SE300 & SP3000T and when i try and log into RoonArc, I get an error message saying "Login Issue with Roon ARC App - Incorrect Recaptcha", I have read all the forums and nothing works :( A&K does not have a way to side load any real browser, so no way to change (I can work around the "normal" android default browser to one that supports the ARC login methodology, but on ALL A&K DAPS, there seems to be NO WAY to login to my account to get ARC to allow me in. PLEASE PLEASE change this as A&K says roon certified which is NOT TRUE if I cannot load ANY roon music!! Seems to be a MASSIVE disconnect. The help forums on your site bacially leaves all folks hanging without any answers, no timelines, no data, nada :( Before you answer this, make sure you read your own forums FIRST as the folks on your end ansering the blogs have ZERO clue to what the real issue is as they suggest the android workaround as if they have NEVER used an AK device :( I am SURE you MUST have one to reproduce this error???? Love to have some sort of timeline so I can decide whether or not to keep your service and just sell my DAPs and move my eco-system to bluOS. Thanks for the help. kind regards, Matt
Describe your network setup
Netgear Orbi 970, 3x satellites
Hello @Matthew_Griffith and welcome to the forum.
This is a known issue currently under investigation. Please read:
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What’s happening?
· I'm having trouble with Roon ARC
What best describes your issue with ARC
· Other
How can we help?
· None of the above
Other options
· Other
Describe the issue
Cannot log in to Roon ARC on Astell & Kern SR35.
Describe your network setup
Eero wifi router
I am the person who submitted this ticket. The process was not very intuitive so posting what I wanted to say here instead.
The browser built in to the SR35 is obviously struggling with your security captcha, my username and password are not enough for it to allow me to use my Roon ARC app on my SR35.
To me it’s clear that the solution is for you to detect the SR35 on your login page and disable to capcha for customers like me.
Please let me know what you can do to help. It was working fine until this update, FYI. Thanks for your assistance.
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No progress?
Dont see any… like you Im stuck… I just sent another ticket to hopefully get a response. I have A&K DAPs so i am unable to change browsers (cannot even side load) so Im stuck…
You ?
Yes I submitted my ticket on April 26 and there have been no updates. Also, all of the threads are now locked (or deleted).
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I’ve reopened the main tracking topic and merged posts.
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Hi @Richard_Wright,
We are still in communication with A&K regarding a fix - we don’t have any specific updates quite yet but work is being done behind the scenes. Thanks for your long standing patience here! 
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Hi @Richard_Wright,
Thanks for your patience while we looked into this. We’ve heard back from Astell & Kern, and they’ve asked that anyone experiencing this issue reach out directly to their support team. They’ll be best positioned to assist with this specific issue on their devices.
If you run into any trouble reaching them or if there’s anything else we can help clarify on our end, please don’t hesitate to let us know. We’ll be happy to assist however we can.
Hi @Richard_Wright,
It’s been a while since we checked in with you. The diagnostics that were activated when you initially submitted your support request indicate that your DAP was seen by our servers recently. Were you able to get the ReCAPTCHA error sorted out with Astell & Kern?
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