· Other
· None of the above
· Other
Using both ipad or iphone with roon endpoint on my Hegel H390 both volume buttons only increase volume, that is the physical buttons on my ipad/iPhone both only increase the volume in roon/hegel amplifier.
Been like this for 3 ios releases and for all roon releases this year
Wifi for ios devices and lan for Hegel and for my roon rock nuc
Strange. I also have a Hegel H390 and I use an iPad, but both volume buttons behave like they should.
I can’t think of any setting that causes the behaviour you’re experiencing.
Indeed, no reason at all therefore it must be a bugg.
I have had the issue on all 4 ios devvices that I owned.
Do you use HQ Player?
I do not, just roon with Tidal streaming service
Helo @Spencer_Didriksen
I think the next step here is to enable some diagnostics on your account so our technical staff can get some more insight into what’s going on here.
However, before I enable this feature, I’d like to ask for your help ensuring we gather the right information.
First, can you please reproduce the issue once more and note the time at which the error occurs. Then respond here with that time, and I’ll make sure we review the diagnostics related to that timestamp.
Hi sure, I will try also including a video/screen recording of the issue occuring on my iphone.
In the video you can see on the ledt side what buttons are being pressed, and that they both
increase volume, untill I specifically open the graphical volume control in Roons bottom right, then it starts working correctly.
The date time stamps for your logs is
CET (Stockholm time) 2025-09-01 12:35
Hello @Spencer_Didriksen
Thanks for the involvement here. Regrettably, the video is not accessible
Would you kindly use our media uploader instead?
https://workdrive.zohoexternal.com/collection/nqcgjac23027d90a441bda2c314de49d7958a/external
Done!
File uploades
Good day @Spencer_Didriksen !
I hope you’re doing well today.
Thanks for sharing a video!
Could you please let us know whether you can normally control the volume from the slide bar in Roon mobile remote ?
Also, does the issue persist if you on your iPhone set the media control with buttons instead of Ringtone control ?
And the last questions would be: if you play the music to your iPhone and not to your DAC can you normally control the volume or the issue still persists ?
Thanks!
Regards.
Hi!
Yes using the buttons for volume in Roons GUI controlls it correctly.
I have that option disabled just as in your screenshot from your iphone, should I enable it?
Controlling for example youtube that is streaming to my apple tv via iphone does correctly control the volume using iphone pvysical buttons.
Thanks for the update! How is the H390 connecting to your Roon Server?
If you fully delete the Roon app on your iOS devices and perform a fresh reinstall, does the same issue persist?
Yes, enable it and see if the same issue occurs, if possible please 
Good day @Spencer_Didriksen !
I hope you’re doing well today.
Can we please ask you to reproduce the issue and remember the timestamp (time + date) and provide it with us ? And after that could you please grab the logs from your iPhone as per this instruction: https://help.roonlabs.com/portal/en/kb/articles/logs#iOS_Logs and upload to our Logs Uploader and let us know: https://workdrive.zohoexternal.com/collection/8i5239cc05950ac07456889838d9319545a82/external ?
Thanks in advance!
Looking forward to your reply!
Regards.
We wanted to reach out to ask if you were still encountering this issue. Our QA team is eager to investigate, but we’ll still require the logging requested in the previous post from 26 days ago. Please let us know if we can clarify any of the steps above.
We’ll watch for your response. Thanks!
Hi. @Spencer_Didriksen,
We’re pinging this thread again before it closes due to inactivity. Our team will has not been able to access the diagnostic logging we require to take action on this thread, so we’ll require you to upload manual logs and share an approximate timestamp of when you last encountered the issue.
You can find specific instructions for how to do so in @alex_h’s post above.
Without a response from you, this thread will close shortly, requiring you to initiate a new support request to reactivate the conversation. Thanks!
This topic was automatically closed after 60 minutes. New replies are no longer allowed.
