Local downloads inaccessible in ARC when main library offline (ref#0N6BQK)

Support
1

Hi! What’s not quite right with Roon?

· None of the above quite fits

None of the above quite fits

· None of these quite match

Tell us what's going on

· ARC: local downloads not available when main library offline

Tell us about your home network

· Freebox router, ROCK and NAS physically connected

2

More information: at a certain point when I was traveling, my NAS (with the media in the roon library) was shut down, but my ROCK, running roon was still running. From my remote ARC clients, I could see connectivity was fine: green lights for both Cloud and Server connectivity, but the library files on the NAS were all inaccessible. The home page changed, and did not show recent activity, and of course any playlists showed “not available”.
The issue is that the “My Library” section in the ARC client was there, but no longer showed the “Downloads” section, which was the only relevant section since all other media was offline. This was seen on two different iOS endpoints for ARC, so I hope you can reproduce.

3

Hi @lyroon,

Thank you for the report.

Can you please share a screenshot of what you see on the ARC homepage in this condition?

If you toggle on Offline Mode in ARC itself, does that change anything?

Lastly, when did you last sync ARC with your home server on your home WiFi?

We’ve gathered diagnostics and will escalate to the team for further inspection.

4

Hi @connor

I did toggle offline and it had no apparent effect.

I did not take a screenshot, but my memory is it looked mainly like this:

JPEG image-403A-96A5-D5-0
JPEG image-403A-96A5-D5-0986×1600 199 KB

there were round images for Artists I had either played or searched recently, but no square album cards for albums I’d been playing. I don’t think the recent activity title was there, but I am not 100% sure.

We did not sync over wifi very recently: it was about 3 weeks ago.

Thanks

B

5

Hi @lyroon,

Thanks for the detail, that’s useful even without the screenshot.

There are two possible factors here and I’d like to separate them:

The three weeks away. ARC does need to check in with your Roon Server periodically, the authorization it holds expires after roughly two to three weeks without contact, and when that happens Downloads can drop out even though the files are still on the device. You’re right at that edge.

The NAS being powered down. Your Server stayed up, but with the storage offline every file-based album in your library goes unavailable on the Server side. I suspect that’s the more likely culprit, since ARC was showing green for both Cloud and Server, if it could reach the Server, your authorization should have been refreshing fine.

A few things that would help pin it down:

  • Now that you’re back home with the NAS online, open ARC on the same Wi-Fi as the Server, let it sync, and confirm Downloads returns with your albums intact.
  • Once it does, could you power the NAS back down (leaving ROCK running) and check ARC again, ideally off Wi-Fi? If Downloads empties out immediately, that isolates the behavior to the storage being offline rather than the sync window, which is exactly what the team needs to reproduce it.
  • Screenshots at the point of failure would be a big help: the ARC home screen, the Downloads browser, and the Settings page showing downloaded storage used. If storage is still occupied, the files are intact and this is purely a visibility problem.

One clarification: in current ARC, Downloads has its own browser, the download icon at the top of the home screen and in the library footer, rather than sitting inside My Library. Worth noting whether that icon was still there or gone entirely.

Thank you!