Huge volume increase when starting new album in new zone

Support
#1

Core Machine (Operating system/System info/Roon build number)

MacOS Mojave 10.14.6/2012 Macbook Pro/Roon Server Version 1.7 (build 667)

Network Details (Including networking gear model/manufacturer and if on WiFi/Ethernet)

Ethernet to Tp-ling dumb switch connected to Google Wifi which wirelessly connects to X-finity router

Audio Devices (Specify what device you’re using and its connection type - USB/HDMI/etc.)

Denon AVR-X3300 also connected via ethernet to the same Tp-Link switch; Apple TV 4K connected to the same switch and to the AVR via HDMI, both are utilizing Airplay

Description Of Issue

I’m finding that occasionally, starting a new album after having just switched to a different zone, the volume on my Denon races up towards max. It nearly blew my speakers the first time, fortunately I was near the AVR. This behavior does not seem consistent as I’ve tried to replicate it without success. I think it may have also happened once just by starting a new album without any zone switching. Under device setup for both the Denon and Apple TV I have “fixed volume” selected and there is no option to toggle the “Set max volume at playback start,” I don’t see this at all, as described here: https://help.roonlabs.com/portal/en/kb/articles/audio-setup-basics

Sadly, this is really deterring use of Roon as it’s quite anxiety provoking. Any tips would be appreciated!

#3

Hi @Joseph_Gonzalez,

What kind of remote device are you using when this occurs? Have you noticed it happen with multiple remotes?

#4

Ah, I’m using an iPhone and another Macbook as the remotes. The issue has occurred with both. I forgot to mention previously that I’m a first time Roon user, so I’m hoping I just need work out setup kinks.

#6

Hello @Joseph_Gonzalez, if the issue occurs again, please reply here with a timestamp (in your local time) and the track name that was playing at the time of the issue so we can enable diagnostics for your account and take a closer look, thanks!

#7

@nuwriy Will do when I next fuss with it. I’ve figured out how to replicate it the volume jump, it’s definitely when switching to my AVR zone, and occasionally when starting a new album. I safely allowed it to happen a few times without output to my speakers and could see that it’s sending my AVR up to -6db without any way for me to interrupt the increase.

#8

@nuwriy As requested, issue occurred at 20:51 (PST) on 12/4/20, playing “Just Like Honey”

#9

then again at 20:54 after i switched to a different zone (no problem) and then back to the AVR zone, still playing the same song.

#10

time: 18:30, song: Always Crashing in the Same Car. Zone was already set to my AVR, but the AVR had to switch to airplay, same result of volume increase to -6db

#11

Hello @Joseph_Gonzalez, and thanks for the timestamps! I’ve collected diagnostics from your core and sent the report over to our QA team for further analysis. I’ll return shortly with their feedback!

#12

Hello @Joseph_Gonzalez, I received feedback about this issue from my team and we would like to collect some additional diagnostics from your core. Could you please:

  1. Reproduce the issue
  2. Close Roon on the core immediately
  3. Use the directions found here and send us over a set of logs using a shared Dropbox link.

Once I have this information, I’ll pass it along to our device expert for review!

#14

Ok, here’s the link: https://www.dropbox.com/s/4nd4ko223vmm5t1/Logs.zip?dl=0

Time stamp for the issue is 10:29. I only replicated it once, then closed roon on the remote then the core before compressing the logs.

Thanks

#15

Hello @Joseph_Gonzalez, and thanks for sending that over! I passed that link and timestamp over to our QA team for further review.

#16

Hi, it’s been a month since this last reply. Any chance there’s some kind of update?

#17

Hello @Joseph_Gonzalez,
Please accept our apologies for the delay here! I took a look at our internal tracker today, and I can see that your ticket is still in our review queue. A member of our QA team should be reviewing this soon and providing feedback.

I’ve requested an update from the team and upped the priority in our tracker so I should be able to get back to you soon with an update. Thanks in advance for your patience!

#18

@nuwriy @dylan

The 1.8 update made no difference to this problem. Since I haven’t gotten a single suggestion for troubleshooting this issue i first reported in November and my trial period was wasted waiting–Roon is just too risky to use with the issue–gonna move on from Roon as a software option.

#19

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