Library content disappears and repopulates during album addition (ref#FSP23X)

Support
1

What’s happening?

· Other

How can we help?

· I'm having trouble adding music to my library

Other options

· Other

Describe the issue

When I try to add an album to my library, it often will start to 'delete' all the content in my library. I see the numbers for artists, albums and tracks tick down until it gets to about a few hundred. Then, at some future point, it will repopulate. I'm also not able to delete albums. It will give an error message saying files are not available. Please help.

Describe your network setup

comcast ISP, Xfinity modem xb7-t, google router

2

Hi @Mero_Guirguis,

Thank you for your post. Just to confirm, does your library only contain streaming content?

Please share a screenshot of your Watched Folders page if not.

Please also navigate to your Nucleus’ Database Location, zip the entire RoonServer folder, and upload it here: Database Uploader

We can see Qobuz imports in diagnostic logging that precede library rescan events. We want to confirm which of these results in the event you describe below by comparing to a timestamp. Can you share the approximate last date/time this occurred last?

We’ll watch for a response. Thank you!

3

Yes, library only contains streaming content.
I don’t believe I have Watched Folders. See screenshot.

Screenshot 2025-03-25 153602
Screenshot 2025-03-25 1536022138×1427 157 KB

RoonServer zip files were uploaded.

Last time I noticed the library deleting content was 820am CT 3/26/2025.

FYI, here is a screenshot of what I see when trying to delete albums:

Screenshot 2025-03-25 154155
Screenshot 2025-03-25 1541551608×1481 158 KB

4

Hey @Mero_Guirguis,

Thanks for the update! Odd it’s occurring with only streaming content.

To confirm, is your ROCK connected via ethernet directly to your primary router? If not, while we troubleshoot could you please set up a direct connection?

With that, what are the current DNS settings on your ROCK / Router?

We have seen users have a better experience in the past if they change their Router’s DNS servers from the ISP provided ones to Cloudflare DNS, Quad9 or Google DNS. Can you please give this a try and let me know if it helps?

5

I don’t know how to check or change dns settings. Can someone help?

6

Hi @Mero_Guirguis,
You can do this from your ROCK Web UI. This article will show you how to access it.

Another option is to adjust the settings directly in your router. If you’re using a Google Nest router, you can follow these instructions to make the necessary changes. Let us know if you need any help!

7

I was able to change the router’s DNS to Google DNS. Same problem exists with respect to albums being deleted from the library.

10

Hey @Mero_Guirguis,

Thanks for letting us know your issue persists. We have a ticket in with our development team for further review, we’ll follow up with more information once the team has had time to analyze your issue in more detail. :raised_hands:

11

Any chance this issue will get resolved? It’s been almost 3 weeks.

12

Hi @Mero_Guirguis,
Apologies for the delay in getting back to you, and thank you for your patience. We’ve discussed your case with our development team, and they’d like you to try the following steps:

  1. Log out of your streaming services in Roon.
  2. Go to Settings → Library → Library Maintenance, and run a Library Cleanup.
  3. Log back in to your streaming services and check if the issue still occurs.

Please let us know how it goes—happy to help further if needed!

13

The issue still occurs after library cleanup that you described.

14

Hi @Mero_Guirguis,
Thanks for testing that out and reporting back. I’ll pass along the update to our developers and let them know that the library cleanup didn’t resolve the issue. Once they’ve reviewed the latest info, they’ll provide us with some additional troubleshooting steps to try. We appreciate your patience!

15

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

17

Hi @Mero_Guirguis,

Apologies for the long delay in following up! Our team has yet to properly reproduce the issue in house, unfortunately.

With this, we’d like to attempt reproduction using a copy of your currently affected database. If you could:

  1. Zip up your RoonBackups folder (right-click it and select “Compress…”):
  2. Submit the .zip file to us through our Database uploader portal

Let us know when you’ve done this. Thank you! :+1:

18

Submitted the roonbackups zip file on the database uploader portal just now.