Music is not coming through our speakers/sound system set up with Roon

Support Nucleus Support
#1

Roon Core Machine

Nucleus REVB1TB serial # 54B203F6B081 (installed in July 2022).

Networking Gear & Setup Details

Telstra modem model # DJA0231 (installed late 2021).
Nucleus networked to Dutch & Dutch on a 5 port network switch.

Connected Audio Devices

Brooklyn Bridge connected to Nucleus via USB.

Number of Tracks in Library

There are currently about 5 albums.

Description of Issue

Since the requirement to upgrade with Roon ARC (around late August/September), initially the Roon app was having difficulty finding the connection and on the phone screen it was just spinning - going nowhere.

Now after several weeks I can find music to play and on the screen is shows it playing but it says volume control is fixed and I have no volume. Adjusting the volume controller in the Brooklyn Bridge device makes no difference.

I am also getting a message regarding the Transfer zone: Unnamed HDMIA then Transfer to: Unnamed HDMIB.

The system has not been operating since September or earlier.

I have updated to Roon arc- several months ago and cannot get it working. Please assist
#3

Roon Core Machine

Nucleus REVB1TB serial # 54B203F6B081 (installed in July 2022).

Networking Gear & Setup Details

Telstra modem model # DJA0231 (installed late 2021).
Nucleus networked to Dutch & Dutch on a 5 port network switch.

Connected Audio Devices

Brooklyn Bridge connected to Nucleus via USB.

Number of Tracks in Library

There are currently about 5 albums.

Description of Issue

I have tried numerous times and can’t get it working. When I go to my Roon app it says volume is fixed - nothing happening. When I try the Room ARC app it says internal error.

I am not very tech savvy and getting frustrated.

#4

When the Roon people get here (and they will), you will be asked a number of details that you need to provide. The template that you used to post here has several unanswered questions. For example, on what machine does your roon core exist (e.g. Mac, Linux, PC?) What kind of networking gear are you using, and how is it set up? What version of Roon are you running? Has it ever worked since July? If yes, what has changed in your setup or settings? What is/are the complete error messages Roon displays? Only with details such as these can they help you troubleshoot your problem.

I don’t think one has to be “tech savvy” to use Roon, but being tech conversant is highly desirable. There is a Roon Knowledge Base (https://help.roonlabs.com/portal/en/home) that can help get you up to speed.

While you are waiting for Roon support, post again and provide as much detail as you can muster. Good luck to you.

1 Like
#5

I have already reported the issue - see below and have not found/received any specific response to my problem. Do I receive a direct link specific to my issues or do I have to search for them?

#6

Opening several topics for one issue is only going to slow down things further.

#7

Hi @Gail_Bernard,

I can see that someone from Roon’s @support team has recently been assigned, they should be contacting you shortly (when it reaches the top of their queue).

You will see I’ve merged your three topics together to keep all the history in one place, if you wish to reply please do so in this topic as @Suedkiez mentioned above opening new topics for the same issue is counter productive.

1 Like
#8

Hi @Gail_Bernard,

Thank you for your patience as the technical support team worked through our queue to reach your report.

The most recent diagnostics from your account do indicate a constellation of network and connectivity failures, including with basic authentication requests sent from your Core to Roon’s own servers. These errors are associated with a Mac OS Core, not a Nucleus. Have you recently reinstalled Roon on a new device, or otherwise changed your local network setup?

If you’re just using the Mac Core as a temporary fix while your Nucleus is offline, then we can troubleshoot with the Nucleus directly whenever you’re ready to migrate back. Otherwise, we can proceed directly with troubleshooting steps on the Mac Core. In any case, the first step is the same.

On your Roon Core:

  • Create a Backup of your current Roon database
  • Exit out of Roon
  • Navigate to your Roon’s Database Location
  • Find the folder that says “Roon” and “RAATServer”
  • Rename “Roon” to “Roon_old” and “RAATServer” to “RAATServer_old”
  • Reinstall Roon from our Downloads Page

This will fully refresh your Roon database and RAATServer to clear out any cached devices interfering with connectivity.

In the meantime, please double check that there are no corporate-grade security protocols active on your local network, and that you have Roon as an exception on any network firewalls.

Regarding ARC, are you able to share any diagnostics in the Roon → Settings → ARC page? This will help us diagnose why connectivity is failing outside your local network. Please also share the following details with the tech support team:

  1. Who is your internet service provider?
  2. Please list the make and model of your modem and router?
  3. Do you have any additional network hardware, like additional routers or managed switches?
  4. Does your network have any VPNs, proxy servers, or enterprise-grade security?
  5. What machine are you using as a Roon Core, and how is it connected to the internet?
  6. Are there any specific error codes displayed in the Roon Settings → Roon ARC tab? If so, can you post the error here?
#9

Thank you. I am endeavouring to fix this. Will update progress and/or further questions when can.

#10

Hi @Gail_Bernard,

We wanted to check in to see if you’d had any success troubleshooting with the previously provided steps. We’re here to support if so.

#11

Thank you Connor. Following your guidance we upgraded all and then sought a onsite techo to resolve our issues with other devices. All working beautifully now. Thank you once again. Gail

#12

This topic was automatically closed 36 hours after the last reply. New replies are no longer allowed.