Multiple Issues with Roon: Qobuz Connectivity and Library Access Problems (ref#SI5WSM)

Support
1

What’s happening?

· Something else

How can we help?

· None of the above

Other options

· Other

Describe the issue

Qobuz Roon Library Live Radio and Metadata don't work. Here is the list of Roon malfunctions :
1. I no longer have any albums from Qobuz: I have lost 38,000 files.
2. I can no longer connect to Qobuz in a stable manner. Roon tells me: "Page Load Error, please check your network connection. » But my connection is fine.
3. My Live Radio stations are no longer accessible.
4. An alert informs me that the data optimizer is paused because Roon is having difficulties connecting to its servers.
5. From my cell phone, my Roon app can no longer connect to Roon on my Mac.
6. Strangely, my Qobuz playlists continue to work on Roon.
7. I have reinstalled the Roon app several times after performing the latest Apple updates. I reinstalled an old database, but it made no difference. I reinstalled the recent database, and my Qobuz albums reappeared for a quarter of an hour, then disappeared again.
8. In my library, some albums no longer have access to their covers. Roon is slow, even though I do not have any spikes in processor activity or abnormal RAM usage.
9. Roon's location detection places me 500 km away from my actual location. I have therefore changed my Roon password.
Can someone help me?
Does anyone know how to initiate a reindexing of the library on Roon?

Describe your network setup

My router is a fiber modem with a very high speed. I use a recent 2024 Mac with Sequoia with a WiFi connection.

2

Hello,

1/ Is your provider SFR ?
2/ If you look at the log file of Roon , do you see any error message saying ’ une tentative de connexion a échoué" ? if so is the IP of the failed connexion 172.67.14.113 ?

1 Like
3

Hello.

Yes my provider is SFR.

Where could I find the roon log ?

Thanks for all

4

Hi Jean Luc,

I have the exact same issue with SFR ! and some customers of SFR complain that they are partially unable to join Cloudfare servers ( Roon servers are hosted by cloudfare… )

Here is an article about how to retrieve the logs : https://help.roonlabs.com/portal/en/kb/articles/logs

Please keep me posted with log files , because I m going to call SFR today and let them know that some users are having issues… ( I’m trying to find out if there is a broken network route on SFR side , or if it something else )

5

Hi Rémy

I Send you a part of le roon.log.txt, but is there no one on the Roon technical team to help us? :

11/04 18:51:53 Info: [stats] 406111mb Virtual, 732mb Physical, 225mb Managed
11/04 18:52:08 Info: [stats] 406097mb Virtual, 732mb Physical, 227mb Managed
11/04 18:52:10 Debug: [easyhttp] [100] POST to https://api.roonlabs.net/discovery/1/query returned after 477 ms, status code: 200, request body size: 140 B
11/04 18:52:22 Warn: [easyhttp] [99] POST https://api.roonlabs.net/discovery/1/query web exception without response: socketmsg (TimedOut): Operation timed out (172.67.14.113:443) Operation timed out (172.67.14.113:443)
11/04 18:52:22 Warn: [inetdiscovery] failed to query for services ‘com.roonlabs.roonbridge.tcp’ in domains ‘addr:ADDR’: Result[Status=NetworkError]
11/04 18:52:22 Trace: [inetdiscovery] using cache for services ‘com.roonlabs.roonbridge.tcp’ in domains ‘addr:ADDR’
11/04 18:52:23 Info: [stats] 406098mb Virtual, 732mb Physical, 226mb Managed
11/04 18:52:32 Warn: frame took 20,53ms! 22,75ms preframe, 0,00ms safe queue, 0,00ms timers, 0,00ms frame calls, 15,18ms update, 19,30ms render

Did SFR help you? I would be very surprised if they did…

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Hi @Jean-Luc_PORRACCHIA,
The symptoms that you list in your post point to a network issue with your router. Can you give us more detail on how your Roon server is connected to your router? Are you using Wi-Fi or ethernet? If you’re using ethernet do you have any network hardware like a switch between your server and your router?

Also can you please use the directions found here and send over a set of logs to our File Uploader?

Something you can try in the meantime is switching your DNS. 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?

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