InvalidRecaptcha error when logging into Roon Arc on Astell and Kern Kann Ultra (ref#M5NC65)

Support
1

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

· Other

Describe the issue

When I try to log onto Roon Arc on Astell and Kern Kann Ultra I get the following message: There was an error logging in: InvalidRecaptcha

Describe your network setup

Virgin Media Hub 4.0 . Wi-Fi: Dual-band 802.11ac Wave 2. Connection Type: DOCSIS 3.1

2

Hello @Geodoc

Thank you for reaching Roon support.

This behavior is often caused by browser or network settings interfering with the login process. Please follow the steps below:

1. Clear Safari’s Cache and History (iOS)

  • Open the Settings app.
  • Scroll down and tap Safari.
  • Tap Clear History and Website Data to remove cached files and cookies.

2. Adjust Safari Privacy Settings (iOS)

  • Go to Settings > Safari > Privacy & Security.
  • Make sure the following settings are disabled:
    • Block All Cookies
    • Prevent Cross-Site Tracking

3. Clear Chrome’s Cache and Cookies (Android)

  • Open the Chrome app.
  • Tap the three dots menu (top-right corner) and select Settings.
  • Tap Privacy and security > Clear browsing data.
  • Choose Cookies and site data and Cached images and files, then tap Clear data.

4. Adjust Chrome Site Settings (Android)

  • In Chrome, tap Settings > Site Settings.
  • Make sure that:
    • Cookies are allowed.
    • JavaScript is allowed.
    • Pop-ups and redirects are allowed (temporarily if needed for login).

5. Switch Networks (iOS and Android)

  • If you’re connected to a Wi-Fi network, switch to cellular data.
  • If you’re on cellular data, connect to a Wi-Fi network.
  • This can reset the DNS path and resolve login issues.

6. Verify Date and Time Settings (iOS and Android)

  • Go to Settings > General Management > Date and Time (Android) or Settings > General > Date & Time (iOS).
  • Ensure Set Automatically or Use Network-Provided Time is enabled.

7. Try Logging in via Web (iOS and Android)

  • Open Safari (iOS) or Chrome (Android).
  • Navigate to account.roonlabs.com and try logging in.
  • This helps verify your account works outside the app.

8. Clear Roon Account Session History (iOS and Android)

  • While logged in at account.roonlabs.com, navigate to your session history.
  • Remove any outdated or unnecessary sessions that might interfere with new logins.

9. If Using Opera Browser (iOS or Android): Disable Content Blocking

  • Tap the browser’s menu while on the Roon login page.
  • Look for the content blocking or privacy settings.
  • Disable content blocking specifically for this page.

Reinstall the App (if needed)

For iOS:

  • Delete the Roon app from your device.
  • Restart the device.
  • Reinstall the app from the App Store.
  • Attempt to log in again.

For Android:

  • Go to Settings > Apps > Roon.
  • Tap Uninstall.
  • Restart the device.
  • Reinstall Roon from the Google Play Store.
  • Attempt to log in again.
3

This is likely the exact same issue. Note that A&K DAPs do not have a separate browser so Safari and Chrome suggestions are irrelevant:

4

Agree @Richard_Wright @vadim thank you for proposed solutions and I appreciate your help; however, the majority are not applicable to an A&K DAC. On the DAC, the solutions outlined above are not feasible: 1, 2, 3, 4 - there is no browser per se on a DAC. 5- no cellular option on a A&K DAC. 6 - time and date settings are correct. 7. No safari or Chrome on a DAC. 8 - not possible. 9. not an option. App was re-installed on the DAC but exactly the same issue and InvalidRecaptcha error.

6

Hello @Geodoc ,

Thanks for the status update on this. We’ve made a ticket for our team to look into this further, once we have more information to share, we will reach out once more. We appreciate your patience as this request makes its way through the review queue!

2 Likes
8

This topic was automatically closed 10 days after the last reply. New replies are no longer allowed.

10

My request was closed without resolution. Same issue as above.

11

It was closed due to lack of activity. I’ve reopened and merged your post.

Did you see the response from @noris?

1 Like
12

Hi @Geodoc,

Thanks for your patience. There’s a development ticket open for this issue, and our product team is actively working on it.

We’ll follow up here as soon as we have more information to share.

1 Like
13

Thank you, much appreciated.

14

Hello Daniel.

Not sure if this is correct protocol but I’d like to jump onto this thread as I have the same issue with a new A&K SR35 I’ve just purchased.
Roon ARC version is 1.0.59 and I receive the same InvalidRecaptcha error.
I’ve hopefully included screenshots below.

I’ve tried logging in on 3 different wi-fi connections with the same error.
Thanks for your time. Looking forward to your reply.

image
image1512×2016 498 KB

image
image1512×2016 698 KB

15

Hello @Frank_Valenti.

I can confirm that this is the same issue related to the non-certified Google services on the A&K devices.

Our product team is currently reviewing this issue, and we will get back here as soon as more information is available