macOS updates fail to complete (ref#0LCBE4)

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

· macOS updates continually fail to complete.The client requests the update from his iOS device, and the server often does not return, forcing the client to power cycle his mac mini host, or call us to manually update the app.

Tell us about your home network

· eero Pro 6E.

2

Hi @purchasing,

Thank you for your post. It sounds like you’re a Roon dealer writing on behalf of a client.

We’ll be able to assist with more granular detail if this client opens a dedicated support post, so we can link this report with the actual diagnostic logs from their account.

The most likely culprit, based on the description, is that the DNS server assigned in the router is failing to resolve the URL for Roon’s cloud update server in time. To begin troubleshooting, please try to assign a reliable DNS service (like Cloudflare, 1.1.1.1) in the router admin settings, and disable any VPNs temporarily.

We can gather logs remotely if you’re able to provide us with this user’s email address that they use with Roon. Let us know if you have access to that, and we will move the conversation to PM.

Thank you!

3

Thanks Connor. Yes, I work for the integrator that installed his music system, and he prefers to contact us for support. I do have remote access to the Mac that has Roon installed (if needed) and as we installed it, have the login you requested.

The eero router is already configured to use 8.8.8.8 instead of the ISP’s DNS server, and there are no VPNs configured on the route the Mac takes back to your servers. I can update it to Cloudflare’s but assume Google is sufficient.

Thanks in advance, and look forward to your response.

4

While I wait for your PM, worth noting the version is Roon 2.73 not Roon 2.73.1. As the issue has been happening over the last few minor updates (iOS device cannot reconnect to the Roon server after update), I do not think being one patch behind is an issue. Thanks

5

Hi @purchasing,

Understood, thank you. We’ve sent you a PM seperately to gather those details.

The user can also upload logs directly by following these instructions to access the RoonServers/Logs folder. If they zip (compress) it any upload it at the link below, our team will promptly review.

https://workdrive.zohoexternal.com/collection/8i5239cc05950ac07456889838d9319545a82/external

6

Morning,

Last night the client attempted to update the server from his iPad again, and again lost control of his server. His voice mail stated “he updated the app and no longer has access to his music or albums only radio content etc.”

Thanks

7

Afternoon,

Any update? Was someone able to review the logs I posted?

Thanks

8

Hi @purchasing,

Unfortunately, the logset you sent was the Roon Remote logset from the Roon folder, rather than the RoonServer logs, housed inside the RoonServer folder.

We understand this can be confusing and we’re quite sorry for the delay.

However, now that we have the Roon email address, we’re going to rely on cloud account-level diagnostics for the user hereforeward so you don’t need to repeat any of these steps. We’ll share a next step as soon as possible for the user.

Thanks for your patience. Again, we’re happy to open a thread with the user directly to expedite the process.

9

Hi @purchasing,

Apologies for the double-post.

We need to ask the user to clarify whether the server can now launch, because the latest logs (from today) show RoonServer actively playing music, including to an iPad.

There are then repeated disconnections between RoonServer and the RAATServer instance hosted on the iPad.

After three retry attempts, the Roon app displays that it has disconnected from the server.

If the user is requesting updates from the iPad and it has an unstable connection to the server, then this might create the symptom you initially reported here.

We need to know this user’s network topology. It sounds like the iPad is relying on an unstable access point or mesh node, and traffic between the server and the tablet is getting rerouted from what Roon expects.

We will watch for your response. If this user wants to create a dedicated support thread, we can respond directly there.