Hi @Edwin_Wong,
Our team wasn’t able to pin down any specific information in relation to your case. Are you still experiencing crashes on the latest Arc build?
Does this happen over stable Wifi, as well as cellular data? I still see ~50k unidentified tracks that may be causing you issues. I’d certainly attempt to clean up these numbers a bit more and see if performance stabilizes.
Hi Benjamin,
Yes, it’s still happening… It’ll stay open until it displays the newly added albums, then it’ll immediately crash. I have to switch it back to offline in order to use it. Doesn’t matter if I’m home or at the office. I don’t understand what Roon considers as part of the ~50k. They all have metadata, so is it tracks/albums not on the streaming services? Thanks,
bye.
Hi @Edwin_Wong,
Thanks for the report!
@Suedkiez mentioned this previously in a great way that deserves another share here.
What happens if you check Roon Settings>Library>Skipped files? How many skipped files show there?
unidentified albums: yeah, i figured it would be records not on those metadata sources but is roon still trying to look them up in the background even after the initial time it loads them?
skipped files: no files have been skipped.
It’s been 11 days since I submitted this issue and there’s been no reply. Is this normal?
Hi @Norman_Spector,
My apologies for the delay while I was away from the office. You’re well deserving of an update on this case, which is currently under investigation by our QA and ARC dev teams. Here’s what we know:
There are errors with offline mode and download storage logging on your ARC, often in the context of memory pressure reported to ARC by the system OS. This could certainly be a consequence of the large library size, but it’s the inconsistency of performance that leads me to doubt there’s a direct causal association. If ARC fails to sync, it should be clear within 5 minutes of first launching on WiFi that it will fail to sync. If ARC is out of space for downloads, this similarly should be clear within a short amount of time after initiating a smart downloads session with active WiFi. In your case, neither mechanism is working correctly, so we’re zeroing in further on the ARC sync process in diagnostic logging.
There are two troubleshooting paths we can take, depending on the degree to which you’re willing to involve yourself in the process.
The first and most expedited path is for us to request a current copy of your Roon database. You have taken this step in the past, but a database on its current state would be ideal. This step requires you to locate your Roon database in a File Finder on a Roon Remote, “zipping”/compressing the entire RoonServer folder, and then uploading it here: Database Uploader. With a current database copy, our QA team is fully equipped to replicate the issue, which should expedite the investigation and potential fix.
That’s a lot to ask of you - if you’re understandably exhausted by our ongoing game of Roon troubleshooting musical chairs and the cadence of my assistance here, the second and less direct option here is for me to sync with development and provide some useful A/B tests within ARC for you to undertake at your leisure. We would then study the results to inform improvements for a second iteration.
Please let me know at your convenience which option you’ve prefer to proceed, @Norman_Spector, and we’ll get to the bottom of this issue. Thank you again!
Hi @connor : Thanks for getting back to me. Is it possible that the issue is precipitated only when I play a classical album. When I do so, the sync does not first show that album as having been played, but shows the composition, which in my case could be 30-40 albums. [I really would prefer not to have this synced at all] When I play a pop or jazz album, on the other hand, it’s that album that gets synced. I am now going through the process after having played several hi-res classical tracks today and it synced showing the composition and it’s stopped and started several times as I try to download a hi-res classical album with a few re-trys and ARC closing a few times and the iPhone reverting to my home screen and it’s still showing the circle and 0 items downloaded and after about 10 attempts and I just re-started my iphone and it synced and I’m now letting it sit as it tries to initiate the download and it’s been trying about 5 minutes and will leave it another 5 and if it does not succeed I will upload the data base to you. Have now uploaded my data base to you and am letting the phone trying to initiate the download [still 0 of 0 items downloaded]; UPDATE: 5 hours later: I just returned after an evening out and it was still at 0 of 0 items but was able to initiate the download. After about an hour, with various stops and starts and restarting the phone several times I was able to succeed in downloading the album. I then played a jazz album on my home system, it synced on the phone and it was much easier to download. NEXT MORNING UPDATE–I tried it a different way – by searching for the album [easy to do] and then trying to download. Took me two or three tries but succeeded after I re-started iPhone and saw that it had worked though the circle was not showing that. Over to you now with the db that I uploaded yesterday
Hi @Edwin_Wong,
Thanks for the update - our team took another look into your Arc diagnostic report, and we’re seeing repeated errors listed as:
failed with err Exception: Out of Memory
It seems Arc thinks the device is out of space, which makes sense considering the size of your library. Are you able to share a screenshot of your Arc settings>device internal storage?
Thanks for the screenshots, just to be thorough can you also share a screenshot of your Roon Arc settings showing the size of downloaded content?
I should have more information to share after discussing your case with the development team this week. 
Hi @Edwin_Wong,
Thanks for your patience, as a next step, could you please:
I’d also be curios to see if changing your download format option may change behavior at all - let me know if you can test this as well.
Thanks!
Hi Benjamin,
I did a fresh install of Arc Build 276. I downloaded and streamed content fine for a day or so. I switched to offline, had some additions to the library, switched back to online, and it’s back to crashing. The downloads were in the original format.
I’ll try downloading them as ‘balanced’ (or whatever other preferences you think I should try?) and get back to you. Thanks again,
bye.
Hi @Edwin_Wong,
Thanks again for the update. Our team was able to discuss your issue in more depth this morning, and have a few follow-up requests for you.
Start from scratch again (my apologies here) without downloads. Don’t download any local content. Do you eventually run into the same crashing in this situation?
Does the crashing occur if you don’t add additional albums while offline, and with smart downloads turned off?
Do you have any playlists with over 10k tracks? What is the queue size when crashing occurs?
Thanks for your cooperation in continuing to troubleshoot here. With your library size, and the amount of local library you’re downloading locally, we’re still navigating somewhat new waters with these Arc issues, and are ruling out ideas one by one, and your assistance goes a long way. 
I started with fresh install of Arc and no downloads. It was streaming/working fine for a day or so and now it’s crashing when I click play on anything.
I did add a few albums to my Roon server, so I’m not sure if that could be a reason.
The largest playlist I have is 465 tracks. I didn’t actually stream from it — I was just playing albums.
Thanks for the report @Edwin_Wong, our team will continue to investigate.
Hi @Norman_Spector,
We’re still working with QA, but I wanted to reach out for an additional piece of information. When you encounter sync failures, crashes, or bad behavior of any sort within the ARC app, do you have a large number of tracks in the Queue?
Hi Connor–I only listen about once a week when I’m out at a restaurant and only listen to downloaded content offline and only select one album to listen to. The behaviour I have described is when I download an album or two or three at home for later offline listening. I don’t add any tracks to a queue – unless this is happening automatically there would be no queue
Hi @Norman_Spector,
We’ve added additional resources to our investigation behind the scenes. There are consistent patterns with the failures you’re experiencing with downloads on WiFi and other user reports of similar symptoms. I’ll post our conclusions and any next steps here as soon as possible. Thank you again.
