Highlands Fiberoptic Network (HFN) with Eero gateway: Nothing displayed in "Diagnostics data for Roon support."

Support ARC: Port Forwarding Help
1

Roon Core Machine

Roon Nucleus latest version running Roon version 2.0 (build 1128)

Networking Gear & Setup Details

  1. Who is your internet service provider?
    Highlands Fiberoptic Network

  2. Please list the make and model of your modem and router?
    Fiber optic modem built into home (can’t see make or model on it)

  3. Do you have any additional network hardware, like additional routers or managed switches?
    eero Gateway

  4. Does your network have any VPNs, proxy servers, or enterprise-grade security?
    No

Connected Audio Devices

MOON 680D streaming DAC connected via ethernet

Description of Issue -

What is the exact port forwarding error message you see in the Roon Settings → ARC tab?

On the Roon ARC tab in Settings I see the message “Not ready”, but there is nothing displayed in the “Diagnostics for Roon support” window except ‘{’ on one line and ‘}’ on the next so I have no clue where to start troubleshooting. I assigned a static IP to my Nucleus and set up port forwarding on my eero router but that didn’t change the outcome at all. Any suggestions?

2

Gary, sorry to hear about your configuration issues for setting up ARC.

I have two routers in my network, one from AT&T that is mandatory for my fiber connection and my own for my internal home network. You seem to have a similar configuration.

In the Roon ARC diagnostics section, do you see something similar to this message:

{
“connectivity”: {“status”:“NetworkError”,“status_code”:504,“error”:“error: Error: ETIMEDOUT, response code: undefined, body: undefined connected? undefined”},
“external_ip”: {“actual_external_ip”:“xxx.xxx.xxx.xxx”,“router_external_ip”:null},
“natpmp_autoconfig”: {“server_ip”:“192.168.xxx.xxx”,“found_natpmp”:true},
“upnp_autoconfig”: {“status”:“NotFound”}
}

Where the “xxx” are IP numbers?

3

There is nothing but open and close brackets. No text appears between them, which is why I am at a total loss where to start correcting the problem.

4

Maybe shut down your Roon control device and open up again. See if that data populates. Or, you could click the circular arrow in the top right corner of that box and see if it refreshes the information.

5

Hi Jim,

I have rebooted my Nucleus and restarted my control point software. Still nothing but open and close brackets in the “Diagnostics for Roon support” window. Is there anything else you would like me to try?

6

Gary, I am going to tag @support to take a look at what they can do for you.

1 Like
8

Hi @Gary_Bruestle,

Sorry to hear that you’re experiencing issues with auto-configuration. To confirm, everything is functioning fine on your local network with regular Roon Remotes?

Provided there are no infrastructural issues in the LAN, we’ll investigate diagnostics from our end and try to determine the cause of the blockage.

Hang in there for now, and we’ll respond shortly.

10

Hi @Gary_Bruestle,

Checking diagnostics from our end, we’re seeing some network slowness on the LAN, suggesting an infrastructural issue between the Eero unit and the Highlands gateway. I have a few follow-up questions to help the support team pin down what might be wrong:

  1. What is the make and model of the Eero router? Is it a mesh network w/ access points?

  2. Is there a web administration page you can access for the HFN gateway? This unit functions as a modem/router combo. We’ll want to try to configure the router component in Bridge mode, to make sure the Core can pass its static IP address from the downstream router to the internet without getting blocked by the second router built into the gateway.

Doing some digging, I was unable to confirm the common gateway model provided by HFN, your ISP. I’m also not certain if they’ve implemented any sort of carrier-grade NAT or ISP-level filtering that be blocking the port forwarding. It may be worth reaching out to them for some clarity on what we’re dealing with on the network side. Feel free to pass along the following battery of questions:

  • Have you implemented carrier-grade NAT for my account level?
  • Have you fully implemented IPv6, or do you have IPv4 addresses available? (Fiberoptic networks have almost all implemented IPv6 for residential accounts at this point due to IPv4 address shortages; this is a likely culprit here).
  • Can I request a static IPv4 address to support port forwarding?
  • Is the modem/router combination you’ve provided capable of Bridge mode?
  • Are there any ports you have reserved at the ISP level I should be aware of?
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