Hi Dylan,
The iOS device seems to be called “Aris iPhone X” and the Roon Server is called “AUDIOCONTROL”.
Aris
Hi Dylan,
The Roon Server is connected via Ethernet (it’s a NUC running Windows Server 2016).
The iOS device is connected via WIFI.
The Roon Bridge is connected via Ethernet.
Hope this helps.
Aris
The issue occurs when I’m using Roon on the iOS device. Doesn’t seem to be related to whether I am actively using it in session or whether I’ve “paused” and looking at lyrics for a track for example. Every few minutes really it will reset connection and state reverts to some previously “saved” state (I’m guessing here as perhaps the Roon controller remembers some sort of context? Not sure how Roon works under the hood.
I’ve enabled Keep screen awake to make sure the iOS device does not sleep.
Aris
Thanks for the info @Aris_Theocharides!
I’ll be sure to get this info to the team so they can review the diagnostics report in reference to the these devices. Once I get feedback from the team I’ll be sure to update you!
Regards,
Dylan
[quote=“dylan, post:22, topic:44235”]
Does this happen for both devices, or only the iPhone?
It happens to both iPhone and iPad
Do you have Low Power Mode enabled?
No, I did not enable Low Power Mode
Just to clarify, you are actively using the remote and it is not just sitting idle? Is there anything specific you are doing on the device when this happens? Changing tracks, clicking thumbs up/down in radio, etc.
Yes, I was actively using the remote, looking for songs, artistes in my own collection and from Tidal
May I also ask that you describe your network setup? Can you give me details on your Core device? Is you Core connected via WiFi or Ethernet? What kind of networking hardware are you utilizing?
My Core device is connected by ethernet to a Wifi router; and this in turn is connect to an optical network router. Both routers are from my broadband service provider.
Hey @CHUN_DING_YU,
Just to clarify:
Your Core is connected to an access point that has a wireless to the “main” router, correct?
If you connect your Core directly to the “main” router, do you still experience this issue?
-Dylan
Both routers are connected by wire, and Roon also by wire. I tried connecting Roon directly to the optical router and the connection dropped after 15-20 minutes as well. In fact, the connection consistently drops after 15-20 minutes each time I start using my Roon
Thanks for the clarification, @CHUN_DING_YU!
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.
-Dylan
Hey @Aris_Theocharides,
I’ve been keeping an eye on our server for the diagnostics report, but unfortunately we have note received a report for your Core or remote device. I successfully tested the system by uploading a report of my own, so it looks like something else may be going on here.
Please reproduce the issue once more and make a note of the time in which it happens. Once you do, follow the instructions in this article to send us the report using a different method. Please make sure you do this from the iOS remote device.
You’ll want to use the following support ID:
c0165c1d-15c5-4e73-81bc-53ba196541ff
Once you do this please respond letting me know and include the timestamp mentioned above. Once we have the report I’ll be sure to pass everything along to the technical team for analysis and let you know when I receive their feedback.
Kind regards,
Dylan
Hi Dylan,
Have done as you asked - reported with the support ID you provided. It happened around 2:20pm local time in Australia/Melbourne.
Let me know if you need anything else. I’ll also send you a PM with a link to the log file directly.
Aris
Hi Dylan, I started my Roon on 1 July at 2.30pm Singapore time and the connection was lost at 2.58pm.
Thanks, @CHUN_DING_YU! Now that I have the timestamps, diagnostics have been enabled on your account. The next time your Core is active a diagnostics report will automatically be generated and uploaded directly to our servers
Once that’s been received, I’ll be sure to update this thread and pass the diagnostics over to the team for further analysis.
-Dylan
