Is one reply a week the best I can hope for from Roon? Could you please respond to the information I provided in the last message, and give me some more information about the play count issue?
Roon remains stable after the play queue clear out, but I would still like some direction regarding the point I made to you in the message before last, shown below.
I was under the impression that 5000 tracks was the upper limit for a play queue, and I do like shuffling tracks from as wide a selection as possible, so if 5000 tracks is crippling my system, what should my upper limit be? I obviously want to avoid being stuck in the endless cycle of disconnection again.
Thanks for your patience after we returned from the long holiday weekend. We appreciate you sharing the zone information, I’ve forwarded this to the developers. We had a fix incoming for a similar issue but for Chromecast zones, let me check to see if it can also be applied here.
Yes, this is true. I see that we also have a ticket regarding this bug, I’ll add your report to the tracking.
5000 tracks is the upper limit for shuffling, though I do believe it also applies to the queue. Once the bug is solved, I believe the 5k limit should be ok, or we will look into adjusting it.
Our latest Roon Release contained the changes that should help prevent crashes when a zone has a large queue. We are still working on further improvements in this area, but if you notice this issue reoccur on the latest Roon release, please let us know. Thanks!
Re the above, would you still advise investing in more RAM, given what you know about my system? Roon has been functioning as I would wish since the last update, but I am obviously a bit jittery about the possibility of the issue I raised with you returning again. Would it be better to pre-empt any future problems and upgrade the RAM now? If you could advise I would be grateful.
You have my apologies here - my information was incorrect and it’s likely the recent update will very much help you with your issue. Unless you plan on adding another 50k tracks to your library (or any amount that would have you linger around the 100k track / 10k album amount) then you shouldn’t need to upgrade your RAM.
You mentioned this above. I have no plans to add another 50,000 tracks to my library, but you obviously felt that the ratio of albums to tracks in my library was unusual. Considering this, are you still of the opinion that I do not need to upgrade the RAM? I only ask because I would prefer not to do this unless it is absolutely necessary. I look forward to your advice.
Yes, it doesn’t seem that you’d need to upgrade based on your above response, no matter the number of albums vs tracks. As long as you stay within the spec limit of the Nucleus, you should be good to go once the update is released! The fix should be included in the next release - so keep us in the loop on how things feel the next time you receive the notification to update.
Problem returned at 23.12 GMT tonight. Set a playlist - Qobuz Chillout 1 - containing 2000 tracks to shuffle, and it went into doom loop mode, as previously described.
I had been playing a different playlist - Qobuz Electronica 1 - with the same number of tracks earlier in the day without any issue.
You’ve given me the impression that I should not be experiencing any more problems, although I am not sure from your communication whether the issue should have been solved in the last software update, or is going to be resolved in the next software update, whenever that is.
Could you please advise, because I seem to have had a few days of normal functioning, and now it has gone back to being stuck again. I cannot adequately communicate to you how fed up I am with this state of affairs, and I need some reasons to look forward with some degree of optimism, because I am tired of not being able to play my music when I want to.
Could you please contact me at your earliest convenience.
Yes, it doesn’t seem that you’d need to upgrade based on your above response, no matter the number of albums vs tracks. As long as you stay within the spec limit of the Nucleus, you should be good to go once the update is released! The fix should be included in the next release - so keep us in the loop on how things feel the next time you receive the notification to update.
Subsequent message above suggests it will be a forthcoming release which solves the problem - “once the update is released!” - so I am a little confused. Could you clarify and advise further please?
Roon still stuck in the doom loop for nearly eleven hours now. Have you revised your opinion about not needing a RAM upgrade, is this still a software glitch? I’ve got a lot more life behind me than I have up front mate, I’d like to be able to enhance it with music when I choose, and not be at the mercy of Roon’s lack of reliability. This is not what I signed up for.
I look forward to hearing from you at your earliest convenience.
Thanks for letting us know. The fix is two-fold, the first part was released and is already in production, but the second part is still in progress and should be released with the next production release. Once the fix is fully implemented, we hope that it will end the issues on your end. We realize this is frustrating to deal with and you have our apologies for the inconvenience.
Thank you for your patience as we continue looking into this issue. Our team recently released a fix to Early Access that addresses one of the potential causes of memory leaks in RoonOS. Just yesterday, we followed up with an additional Early Access update that builds on that fix and includes further improvements.
Right now, we’re actively testing these changes in Early Access to make sure they improve performance and stability. If all goes well, you can expect these improvements to be included in the next production release.
If you would prefer not to wait, you are welcome to join the Early Access program and try out the fix ahead of time. Let us know if you would like help with that and we’ll be happy to guide you through it.
Thank you, but I do not wish to be part of the Early Access programme.
In general, I think Roon customer services live in a slightly cocooned world, where they cannot quite understand why customers might feel critical of their efforts. From a customers point of view, it is a frustrating and often fruitless wait for assistance, and I think that you need to connect with customers in a manner that meets their expectations, because in my experience you do not realise one simple fact - information is key. Regrettably, you do not share enough of it.
Thank you very much for being as responsive as you are and for being honest and open when it comes to what your expectations are and how we could be doing better.
I am hopeful that the changes @daniel mentioned will completely resolve this connectivity issue. It’s only a matter of time until the changes will move from Early Release to production (the version everyone is using).
Just to keep you in the loop - our team is still working on polishing a few last bugs and improvements before pushing a full update, but the train is moving!
Thanks again for your patience here, and we’ll be in touch soon.
