Intermittent loss of connection to Roon Core

Support
1

Networking Gear & Setup Details

Third Floor: The Roon Nucleus is connected by CAT6 Ethernet cable to a Luxul 12-port/8 PoE+ Gigabit Managed Switch model AMS-1208P. The switch is connect by Ethernet cable.

Ground Floor: The switch is plugged by CAT6 cable to a Luxul Epic 5 Router. The router connects by Ethernet to the Xfinity xFI Gateway Modem model name CGM4331COM by vendor Technicolor.

Connected Audio Devices

dCS Rossini Apex DA converter connect by Ethernet to the third floor switch. Balanced cables to an integrated amplifier. iPhone and iPads used as remotes.

Number of Tracks in Library

10472 tracks

Description of Issue

Each time I use Roon, I receive an intermittent warning message on my remote that the Roon core is disconnected. The screen changes to the Roon icon for a couple minutes. Then, the artist and track I was previously listening to will spontaneously repopulate the screen. I then press play to start the music again.

A second problem occurs when I intermittently receive the message that Qobuz or Tidal are loading too slowly. Roon skips the song and move to the next track.

I have no other streaming problems gear other than the Nucleus. When I use the Mosaic app with the dCS DAC, I can stream Tidal and Qobuz without any problems.

@support @nucleus

4

Hey @Craig_Logan,

Thanks for taking the time to write in! I was able to review your Nucleus diagnostic, and see quite a few network-based error traces scattered all over the place.

As a first step, I’d love to simplify your network setup temporarily. If possible, could you please test out connecting your core directly to your network router, and let me know if you continue to experience playback issues?

If the issue does persist, could you share a more specific date and time the next time the issue occurs?

I’ll be on standby for your reply. Thanks!

5

Hello,

The issue happened just now at 9:22 PM EST on 6/14.

Thanks,

Craig

6

Hey @Craig_Logan,

Thanks for the timestamp! We were able to take a look and again see network connectivity-based errors. It is unclear if you had updated your core connection from my prior response:

Were you able to test this out? Let me know.

Let’s also refresh your RAATServer database. You can generate a new RAATServer instance on your device by following these instructions, but please be aware that this will reset your Roon Settings → Audio Tab to factory settings and I would advise making a backup of any custom DSP settings you have:

  • Create a Backup of your current Roon Database
  • Stop RoonServer from running in Nucleus’s WebUI
  • Navigate to your Roon’s Database Location
  • Find the folder that says “RAATServer”
  • Rename the “RAATServer” folder to “RAATServer_old”
  • Restart the RoonServer in the WebUI to generate a new RAATServer

I’ll be monitoring this thread for your reply. :+1:

7

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8

Roon Server Machine

Nucleus with 250 GB internal SSD

Networking Gear & Setup Details

Third Floor: The Roon Nucleus is connected by CAT6 Ethernet cable to a Luxul 12-port/8 PoE+ Gigabit Managed Switch model AMS-1208P. The switch is connect by Ethernet cable.

Ground Floor: The switch is plugged by CAT6 cable to a Luxul Epic 5 Router. The router connects by Ethernet to the Xfinity xFI Gateway modem/router model in bridge mode name CGM4331COM by vendor Technicolor.

Connected Audio Devices

dCS Rossini Apex DA converter connect by Ethernet to the third floor switch. Balanced cables to an integrated amplifier. iPhone and iPads used as remotes running iOS 17.1.2 and iPad OS 17.1.2. Local music stored on a Synology NAS.

Number of Tracks in Library

12704 on Tidal, Qobuz and digital tracks on Synology NAS.

Description of Issue

Each time I use Roon, I receive an intermittent warning message on my remote that the Roon core is disconnected. The screen changes to the Roon icon for a couple minutes. Then, the artist and track I was previously listening to will spontaneously repopulate the screen. I then press play to start the music again.

A second problem occurs when I intermittently receive the message that Qobuz or Tidal are loading too slowly. Roon skips the song and move to the next track.

I have no other streaming problems on gear other than the Nucleus. When I use the Mosaic app with the dCS DAC, I can stream Tidal and Qobuz without any problems.

Support

11

Hi @Craig_Logan,

It looks like you opened a new thread to which one of our community moderators helpfully merged it back to your existing thread. Were you able to run through the previous steps suggested?

With that, there are known issues with search for which development is busy merging a fix. You should see significant improvement with search and RoonServer performance in the next several releases. This may play a part in some of your current issues.

Thanks! :+1:

12

Hello,

I have tried the steps suggested. I could not send the logs. The link to send the logs didn’t work for me.

Thanks,
Craig

14

Hi @Craig_Logan,

I was able to reivew a fresh diagnostic report from your Nucleus and found traces of corruption due to your SSD being out of memory.

Can you please access the webUI of your Nucleus and share a screenshot?

15

IMG_2920
IMG_29201125×2436 236 KB

IMG_2921
IMG_29211125×2436 164 KB

16

Hey @Craig_Logan,

Thanks for sending those over! Can you please perform an OS reinstall from the webUI, and let me know how things perform afterward?

17

Hello Benjamin,

Unfortunately, performing the reinstall didn’t help.

The interruptions in music streaming occur multiple times a day. Each time the disconnection lasts 1-2 minutes. Continuing play after the disconnection requires restarting the song with a Roon remote.

18

Hi @Craig_Logan,

Please update your devices and server to the latest Roon build - we have issued a fix to a general connectivity issue :

19

I did as you recommended. The problem is the same.

21

Hi @Craig_Logan,

Thanks for the update. I believe I still need confirmation on the below:

Is the Nucleus still behind a managed switch? We’ll need to bypass this before continuing to troubleshoot.

22

I haven’t connected the Nucleus to my router recently. When I tried it last year, none of my endpoints were recognized in Roon. The Nucleus is currently behind a managed switch.

I will try to connect the Nucleus directly to the router again.

23

Hello. I connected my Nucleus directly to my router. I experienced the same problem as usual. The Nucleus isn’t currently behind a managed switch.

24

Hi @Craig_Logan,

Thanks for the update!

  1. Please disable your extensions while we troubleshoot
  2. I see you have 65 different devices connected within the local neighborhood for your Nucleus. Does this issue occur if you disable all but a few devices?

With that many devices navigating your network, I would also review your router’s DHCP settings, and see if you can enable network priority to your Nucleus.

If you disable DSP/Muse, does the issue still occur? Let me know a specific song name, date, and time the next time you run into this issue under the above conditions.

Thanks!

25

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