Description Of Issue
Sometime in may, I lost Tidal artwork only in the remote devices.
I use roon most of the time to enjoy Tidal. Everything was OK until last may when suddenly Tidal artwork disappeared from my roon remote devices. Although, Tidal Artwork on Core Machines still works well.
When I Configure my Smartphone (roon remote) as a 4G internet hotspot for my Laptop (roon core) - Obiously I dont have conection to AlloUsbridge - All Tidal artwork is OK.
Well, I only have a Loguitech webcam on my Roon Core #1. I tried disconnecting and deleting any driver, but problem remains. Moreover, My Roon Core #2 has not had any device attached since I reinstalled windows and the problem also happens.
When you have one of these Core in “Client Mode” and connect to the other Core, do you also see the issue on the Windows PCs? You can set it up to Client mode by first making a Backup (just as a precaution) and then going to Roon Settings -> Disconnect and selecting the other Core.
I just followed your indications (Backups included). First, I left mi Windows PC Core Machine 1 as Roon Core and my Laptop WIndows as a Roon Client. My Second case was with both roles interchanged.
In Both cases, Tidal artwork was OK in Core and Client windows.
Thanks for running this test! Just to confirm here - when you ran these tests, were the Cores plugged in via Ethernet? Since the issue affected two remotes on WiFi, I am wondering if WiFi is an aspect we should consider testing for.
Thank you for running that fresh database test. I would next like to take a look at the diagnostics from your Roon Remote, but before I enable diagnostics mode for it, can I please ask that you reproduce the issue and note the exact local time + date you observe it and which Roon Remote you are using at the time?
Thank you for your patience while we had a chance to review logs.
Unfortunately, there are no issues visible in the logs you sent, the requests appear to be working as expected on the Core level.
As a follow-up, I’ve activated diagnostics mode for your Samsung Galaxy, can you please open the Roon app on it, use it for a few minutes and let me know? I can then check to see if the report has been delivered.
On August 14th at 19:12 (Lima - PerĂş time) I tried this:
19:12 I started Roon core and inmidiatly after, I started roon remote on samsung galaxy.
Then, I was surfing and listening some tracks form Tidal.
19:20 I closed roon remote.
19:21 I started roon remote again.
19:22 I closed roon remote and core.
Thanks for your patience while I had a chance to review logs. I am seeing an issue where Roon is failing to fetch the data from our servers:
08/09 20:16:06 Error: Failed to fetch image data: The operation has timed out. (https://imagecache.roonlabs.net/im/1/albums/a600313338393338373135/cover/256sq.jpg)
I’m asking the QA team as to what can cause this on your Galaxy / iPad but not on your Windows Core. Do you have any VPNs active on the mobile remotes that the Core does not have perhaps? Or any proxies?
I spoke to the QA team regarding your case and they agree that this issue appears to be due to the current network setup on your end.
Are you doing anything special on the router? Do you have traffic prioritization on or something like that where the packets to the remotes can be rate limited?
Yesterday, I could try my Laptop and my Samusng galaxy in my mothers house. I was suprised by the fact that artwork was working OK. So as you said, Problem seems to be caused by my router configuration or my ISP.
To go ahead, I answer the questions:
No. I did not do any special configuration but, maybe my ISP did (Everything worked OK before May).
As far as I see, there is no rate limits on my router’s configuration. The only priorization I can see is:
I have tried Google DNS, OpenDNS and then I went back to my ISP’s DNS.