I purchased a new Arcam AVR 31 and enabled the device on my Roon account. It keeps dropping songs every 30 seconds to 5 minutes and is extremely annoying. I have an older Arcam AVR 31 hooked up to a different system in my house and it is working perfectly with Roon. The only difference that I can see is that the new Arcam asked me to upgrade the software, which I did (I did not do so for the old one). The stated purpose of the upgrade was to allow for Tidal Connect and HMDI connectivity issues. Both of my Arcam's are wired exactly the same via ethernet to my router and everything is on the same network. I tried rebooting everything, adding buffering and spent many hours on the phone with customer support from the store that I purchased the Arcam from. So what I want to know from you is if this is problem that you have run across or do you think it is unit specific? By the way, all other aspects of the new Arcam are running fine except for the Musiclife streamer built in to the unit. Oddly enough it plays Amazon Music Unlimited fine but when I switch over to Quobuz, it only plays 30 seconds of each song. I have reached out to Arcam support and am waiting to her back but in the meantime I would like you opinion/help. Thank you.
Describe your network setup
Verizon Fios router/modem connected to the Arcam AVR 31 via ethernet connections
Hi @rdskene,
Welcome to the Roon community! I’m sorry that a problem is what brought you here for the first time. The best way to proceed with troubleshooting is to take a look at your logs. Can you please use the directions found here and send over a set of logs to our File Uploader? Once logs have been uploaded, please let us know so that we can check the server for your files, thanks!
Thank you for your post. We’ve received logs, but we’ve also enabled diagnostics on your RoonServer machine so we can automatically receive them without you uploading manually moving forward.
Can you please share a screenshot of the Signal Path in Roon for the configuration in which you’re experiencing dropouts with this AVR31?
Diagnostics show RAATServer connecting to a Dirac virtual audio endpoint - are you using Dirac room correction software with this Arcam endpoint?
Please reproduce the issue at your convenience and then open Roon on your main server machine for at least one hour. We’ll compare this new set and generate a next troubleshooting step that pinpoints the issue. Thank you!
I am not sure what you mean by signal path screenshot but I have uploaded a screenshot. Hope this is what you mean. As for Dirac, the software comes with the purchase of the Arcam but I have not utilized it yet (trying to get my connectivity issues straightened out first). I was going to send you a second screen shot of when it freezes but for the last 20 minutes it has been playing fine. I am keeping the process open for the next hour or so as you directed. Please let me know what else you will need from me or I will let you know if it freezes again.
You can post a screenshot by using the below instructions:
If it freezes again, please let us know the exact local time + date + track playing (if applicable), so that we can review this in diagnostics, thanks!
My system was working fine for the past couple of weeks but this morning it started freezing and dropping again. It started around 9:00 am today (April 17th) and I then noticed at exactly 9:31 am it froze and skipped and then again at 9:40 am. The track playing at 9:40 was Hold On by John Lennon. Please let me know what can be done to rectify this problem. I thought it was fixed by logging into my Arcam’s IP address and reloading Qubuz in the Webclient section. I was hoping that was the fix but apparently not.
Thanks for the update - sorry to hear you’re still running into playback issues! Please bring your Roon Server back online, and we’ll request a fresh diagnostic report to take a closer look at the timestamp you’ve provided.
I will open Roon now and attempt to play again and leave it open for the next two hours. Please run the diagnostics and let me know what I need to do to fix this issue.
As I opened Roon and attempted to play again on my Arcam system it froze again at 9:09 am (EST) while playing Moonshadow by Cat Stevens. I will keep everything on for the next couple of hours so that you can run the diagnostics. Thank you.
I tried starting the music again and it froze again at 9:17 am (EST) playing Oh Very Young by Cat Stevens. Hopefully this is enough information for you and I will keep the system open.
Hi @rdskene,
Thanks again for your detailed reports—they’ve been really helpful. We took a close look at your logs around the timestamps you provided and noticed that RoonServer is intermittently losing your router as a UPnP device. This isn’t something we typically see, so we’ve escalated your case to our development team for a closer look.
Once we hear back from them with more information or next steps, we’ll be sure to follow up with you here. Thanks for your patience in the meantime!
Thank you for the response. One thing I did do is logged into the IP address for my Arcam AVR and under the Web Client button, went in and logged out of my Qobuz account. I had asked my AI Chat Bot if there were any fixes and it suggested this as it said that there might be interference if Qobuz was logged into the Arcam directly and I was using Qobuz as the source of my Roon server. I would need to stay logged into Qobuz within the Arcam if I wanted to use their music server, Musiclife. But Musiclife is a real nightmare to use - that is why I began subscribing to Roon, which when it works, it is awesome. I made this change 2 days ago and so far it is working. I will let you know it that changes.
Thanks for the follow-up! Qobuz could certainly be limiting playback in this case, since a few days have passed since you shared your update, we wanted to check in and see if you were still running into any playback issues?
If not, we’ll go ahead and mark your above reply as the solution - we’ll be monitoring for your reply!
It was working great for the past 3 or 4 sessions but I figured I would try it one last time before I told you. But of course it just happened again - freezing. the time was 6:10 pm EST and the track was Time of the Season by the Zoombies. I will keep the process open for a while if you need to check again. Please help me.
Just to triple confirm- you only see this when playing audio via the Arcam? If you play to a different output, or even the system output of your PC, you don’t have any issues?
If you could bring your PC back online, we’ll enable a fresh diagnostic report for further investigation.
Sharing a screenshot of your signal path when the freezing occurs would be helpful as well - if possible! Thank you
