Music stops playing unexpectedly (ref#D074OK)

Support
1

What best describes your playback issue?

· Music stops playing unexpectedly

What type of Zone is affected by this problem?

· *All of my Zones* are affected.

Does the issue affect all file formats?

· The issue affects *multiple/all* file formats.

Does the issue happen with local library music, streaming service music, or both?

· *Both streaming and local* *library* music are affected.

Do you encounter any playback errors with the "System Output" Zone?

· I don't have a System Output available, but I'd like to keep troubleshooting

How is the affected Zone connected to your RoonServer machine?

· Network - Ethernet

Which network audio protocol is the Zone using with Roon?

· RoonReady

Does the device show up at all in Roon Settings -> Audio?

· Yes, it shows up there, but it isn't Enabled

Does the "Enable" button unlock the Zone?

· I pressed Enable, but the Zone remains disabled

Does the device play audio from another source when using the same connection?

· The device has no problems with another audio source

Have you checked that Roon is whitelisted in any firewalls?

· I've checked the firewall and the issue remains

If the device has multiple output options, do the other options work as expected?

· Multiple output types are affected

Is the device using the latest firmware as per the manufacturer?

· Firmware is up-to-date but the issue remains

Do you have an approximate timestamp of when the issue last occurred?

· Approximately 15 minutes ago.

What are the make and model of the affected audio device(s) and the connection type?

· Same as described above under my previous ticket.

Describe the issue

Music stops playing unexpectedly. Issues from my last ticket have resumed. This ticket was closed in June and needs to be reopened. Having exactly the same problems again.

Describe your network setup

Same as described under my previous ticket

2

As that was a couple months ago it might be best to just start again with this new thread you have created as it might not be exactly the same .

3

Thanks, but it does appear to be exactly the same. Same issue details, same work around to temporarily resolve, and no change in my system set up. We thought the issue had been resolved by turning off wifi on the machine hosting my server, but then I went away for the summer and had very limited system use between now and then. Really the issue was never resolved and I shouldn’t have let the first ticket get closed.

4

Hello @Daniel_Rice

I think the next step here is to enable some diagnostics on your account so our technical staff can get some more insight into what’s going on here.

However, before I enable this feature, I’d like to ask for your help ensuring we gather the right information.

First, can you please reproduce the issue once more and note the time at which the error occurs. Then respond here with that time, and I’ll make sure we review the diagnostics related to that timestamp.

6

Thanks Vadim, I will get a timestamp the next time the issue occurs and advise.

7

Hey, @Daniel_Rice.

Just checking in on this. Were you by chance able to reproduce the drop-out? Please reply with that timestamp when you have it, and we’ll take a look. Thanks!

8

Sorry, not yet. I’ve been busy and not listening much. Will advise as soon as I observe it again.

thanks,

Daniel

9

Hi @Daniel_Rice.

No worries, let us know when you’re able to reproduce it. Once you have that timestamp, we’ll take a look.

10

Hello,

just had the issue a few minutes ago at 9:04. Required restarting roon server to restore system usability.

11

Hi @Daniel_Rice.

We’ve enabled diagnostics for your account, but your Roon Server appears to be offline right now. Please let us know when it’s back online and we can check the logs for clues!

12

Thanks Noris, back on line now.

13

Just had a similar but slightly different issue.

group of three zones will not play. Observed the following error messages in Roon and Bluesound:

IMG_0436
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IMG_0439
IMG_04391179×2556 223 KB

IMG_0438
IMG_04381179×2556 214 KB

IMG_0437
IMG_04371179×2556 246 KB

Cleared errors and had to reboot all bluesound components to restore functionality. Difference is that this time rebooting Roon server was not required. Event happened at apprx 11:15 EST.

14

Had the same problem again about an hour ago, and this time reboot of Roon server was required to restore usability.

15

Hi @Daniel_Rice

Those screenshots are the missing piece. Thank you for posting them.

Here is what happened at 11:15 on 26 September, from our side.

Roon asked all three NODE 2i units to hand over their source. Two answered straight away. The third, at 192.168.1.122, said nothing at all for two minutes and thirteen seconds while its connection stayed open. Each time you pressed play, Roon asked again and got the same silence. At 11:17:20 that unit sent all four answers at once, and every one was SOURCE_NOT_AVAILABLE, meaning the speaker was declining to give its source to Roon. Shortly after it dropped its connection and reconnected, and playback started normally again.

Your screenshots are timestamped 11:16, inside that window, and the error in them is coming from the BluOS app itself. Roon is not involved in that dialog. So both sides saw the same speaker fail at the same moment, which puts this with Bluesound rather than with us.

If you raise it with them, these are the details worth giving: NODE 2i at 192.168.1.122, 26 September, 11:15:07 to 11:17:20 local time, no response to a RAAT source request for 2 minutes 13 seconds, then RAAT__SOURCE_SELECTION_PLUGIN_STATUS_SOURCE_NOT_AVAILABLE, alongside their own “something went wrong during playback” notification at 11:16.

One thing you can test in the meantime, since their message mentions audio format. Your Kitchen zone is set to upsample everything to 176.4 kHz and Living Room to 192 kHz. Please turn Sample Rate Conversion off on both for a few days. If the failures stop, that is a strong clue for Bluesound and an easy workaround for you.

Separately, at 12:59:15 that same day your PULSE FLEX 2i and PULSE MINI 2i both told Roon, in the same second and mid-track, that they were going into standby. Roon had sent them nothing for twenty five minutes beforehand, so that came from their side too. Two units doing it in the same second suggests something acting on both, such as a BluOS preset, a schedule or a voice assistant. Worth checking in the BluOS app.

Those two are also the units with a wireless problem: clock sync round trip times up to 417 milliseconds where we warn at 30, and dropouts of about two seconds reported directly to Roon. Your wired NODE 2i units were at about 0.3 milliseconds at the same moments and reported none.

Your server is fine throughout.

16

Thanks Vadim. I’ve disabled the sample conversion and will advise.

17

Hi @Daniel_Rice

Sounds like a plan, let us know how it goes!

18

Hi again,

continuing to have issues despite turning off all sample conversion. With three wired zones grouped at just past 8:00 this evening playback started skipping each song after a few seconds. Same errors in Roon, and 2 of the three zones showed input error in bluesound app. Even after rebooting them all playback would not resume. Only way to restore usability was to reboot Roon server.

the fact that rebooting Roon is only way to fix the issue suggests to me that the issue is at least partially on your side. I am also somewhat reluctant to engage bluesound support as my past experience has been that if things work ok with just their software (they do), they just tell you to contact Roon.

19

Just had the same issue again a few minutes before 1:00 EST. Didn’t bother restarting bluesound components this time. Just went straight to restarting Roon server and normal functionality was restored.

20

This is eerily similar to what I’m seeing since updating also. I’m also using a node2i …same configuration for years. Once it happens I can get an error: audio device refused to switch input to roon.

Once it happens I need to reboot the roon rock server, or nothing will play. But I can use tidal without doing anything and things work fine

This started after the roon update. I can just use tidal but of course that’s not the point.

21

That does sound similar David. Same for me, direct with Tidal or with Bluesound app everything works fine.