iPhone and iPad Freeze

Support
25

Hi @Yoric_Knapp,

Thanks for the update - our team is taking a closer look at your Roon logs.

If you enable the “Prevent screen shutdown” switch under Settings/System on the affected devices, does the problem persist?

27

Do you mean the “always on” display button should be turned on?

28

My apologies @Yoric_Knapp,

Settings > Display & Brightness > Auto-Lock. Set Auto-Lock to “Never” should do the trick!

29

Thanks Benjamin. I was very encouraged by your note. Unfortunately, Roon remote on iPhone 14 Pro just froze again after about 1/2 hour of listening. :face_with_diagonal_mouth:

10:35 pm Eastern US time, Eventide album, track - Hymn to the Fallen

30

Hello again. If you were able to see my last note - what is the next step please?
I am hosting an audiophile reunion soon and really want to have this working please. It’s quite a hardship to use like this. Thanks in advance for your persistence.

31

Hi @Yoric_Knapp,

I don’t have any next steps for you unfortunately, our development team is still investigating potential causes.

As soon as there is more information to share, you will be notified. :+1:

32

Is the development team investigating my specific issue, or the more broad issues that so many other users are having that is similar to mine?

Please list for me the actions taken by others with similar problems that have resulted in some of them being able to restore their remote functionality.

I’m getting pretty desperate!

Thanks,

Yoric

33

Hi @Yoric_Knapp,

We’ve released a potential fix over on our early access build. You’re free to switch your server and devices over to early access to test this out, or wait a few more days before we move it over to out latest production build.

Learn more here:

34

Thanks Benjamin. If it’s only gonna be a few days until the new release happens, I can wait that long. The information you sent refers to Samsung phones I have an iPhone is it expected to remedy room remote using iPhone also?

35

Hi @Yoric_Knapp,

Yes, we have additional fixes that should apply to all mobile Roon Remotes. :+1:

36

That’s very good news. Thank you. This morning my problem got very much worse. Now the music itself is freezing in the middle of the song - every song or two. After sometime, perhaps a minute or two or three I am able to restart the music manually by pushing the play button on one of the remotes. It happens on each of my three Apple devices. And it also happens when playing Radio Paradise Internet radio on Roon. Is this related to the things you people are doing with the system? Do you have any ideas about this problem?

37

Hi @Yoric_Knapp,

Please update your Roon Server and all remote devices and let me know if your issues persist. If so, please provide a fresh date, time, and track playing if available. Thank you! :pray:

38

Thanks for helping me. What a mess. I updated the server and the remote. It froze again after a song or two and then a second time. To even stop the music requires me to reboot my remote. This is getting out of hand. My audio reunion that I am hosting is coming up very soon. I don’t want to cancel it, but I’m not sure I can host a group venue like this. Roon is no longer usable. The software that was so wonderful for so long for me is now horrible and I cannot recommend it to anyone. I hope someone at your company takes this more seriously and puts the resources to it to fix the problem. Otherwise, I predict failure for your company in the audio world. When one company fails to perform other companies have a good reason to enter the marketplace. I spent hundreds of dollars on this, including international calls and countless hours of my valuable time. Please tell me something will be done to fix this before I abandon the platform altogether.

39

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40

Hi @Yoric_Knapp,

I’m sorry to hear the recent release did not help you with your issues. As a next step, we’ll need to test the integratiy of your database. This will involve setting up and brand new, fresh database that doesn’t contain your current library.

Essentially, you’ll test with a new database and only connect your Qobuz account to test playback. Make a fresh backup of your database before moving forward:

  • Make a Backup of your current RoonServer Database
  • Exit out of RoonServer
  • Navigate to your RoonServer’s Database Location
  • Find the folder that says “RoonServer”
  • Rename the “RoonServer” folder to “RoonServer_old”
  • Reinstall the RoonServer App from our Downloads Page to generate a new RoonServer folder
  • On the Roon Remotes, press “Use another Roon Server” and connect to the new database

Then, only sign into Qobuz, do not restore from a backup, and let me know if you experience the same issue. :pray:

41

Thank you again for all of your help. First, let’s please recap a few things:

I was an early adopter of Qobuz in the United States. That platform has mostly worked very good for me ever since.

I bought a new music server recently but have not used it yet. I understand from you that this is not likely to be the issue. Is that still correct?

This week while working on some landscaping, a contractor severed the Comcast coax cable to my house. A new underground Comcast coax cable was installed yesterday. According to their testing, everything checks out OK. One of their three technicians indicated it’s possible there is an issue with the upstream service when I mentioned that I am having some type of “hiccup” issues (freezing) when I use my music server. I do not know if this relates to the problem or not?

Some of the time in recent weeks/months my music server has played fine all night without stopping. Last night was one such night. This morning I see that it seems to have played fine without stopping. Some of the time in recent weeks it apparently stopped pretty soon after I was listening and when I looked the next morning, it was already frozen from much earlier.

If the music server plays all night for many hours and does not have an issue, would it be less likely that is a database issue?

Please let me know, roughly how many people have a similar issue and
roughly what percentage of them do you estimate are likely to be resolved through your latest software revision, so I can understand better the Harmon/ Roon process for resolving this?

Is it possible to have some of this troubleshooting over the phone? This is beginning to feel like “snail mail”

Is it possible to have someone at Roon with even more technical knowledge help us resolve this?

If you have time, please answer each question here.

Thanks,

Yoric Knapp

42

Hey @Yoric_Knapp,

What is the use case of this server? Is it currently being used to stream audio alongside Roon? If it’s not currently active, nor have any Roon components installed on it, it likely isn’t a part of the issue.

It could certainly be playing a part in this, I would contact Comcast for additional questions related to your local network setup specifically.

What content are you playing during this time? Streaming content? Local content? A combination of both?

You are welcome to navigate around the community if you’re interested in seeing similar reports. Our development team is still investigating additional causes to remote devices freezing.

We’re not able to offer phone support at this time unfortunately - all support is handled here on the community, so you’re in the right spot. :+1:

Does the same hiccup happen if you attempt to use Arc while on wifi? What about cellular data?

With our team still looking into things further, I hope to have more information to share with you soon. Thanks for your continued patience :pray:

43

The latest remote update does not solve iPhone and iPad Freeze. And still there are various iPhone/iPad connection issues.

44

Are your iOS devices on the latest version of iOS?

May have an impact.

My iPads seem to be ok and they’re fully up to date on iOS. I don’t use them often though.

45

Yes, the devices are on the latest version. Roon doesn’t work with iOS. This has been happening since November 2023.