No images post update to Build 880

[JCD (John)]

Roon Core Machine

i7 NUC running ROCK, 8G RAM, 2T SSD

Networking Gear & Setup Details

All wired Ethernet, Netgear GS108, BT HH5 VDSL modem

Connected Audio Devices

Meridian 218

Number of Tracks in Library

~4,000

Description of Issue

No images at all showing on home page nor artists nor albums. Have rebooted core on NUC, same issue on Win10 PC and on iPad 9.7"Pro. After playing one track, that artist’s image did appear in the artists’ page as per a post above also found.

Having rebooted both core and client and waited some time, the issue is not resolving itself any time soon, I believe that some images are now crawling in very slowly - something very broken…

Please advise.

[Uwe_Albrecht]

The metadata optimizer is certainly taking a break right now. See warning triangle. Restarting everything might help.

[JCD (John)]

Thanks Uwe, the Adding Music to Library message re metadata has a green tick as that says it has completed OK, the red triangle is because my backup destination NAS is currently turned off.

I have tried re booting everything, including a full power cycle of the NUC to no avail currently.

Thanks for the suggestion.

[Uwe_Albrecht]

Glad to hear this.

[JCD (John)]

Not sure why the issue is now marked as ‘Solved’ when it is not? I can’t see how to ‘un-Solve’ it either…

[Uwe_Albrecht]

Watch it and let me/us know when you think it is resolved. I have removed the note.

[JCD (John)]

I now see that other people are having the same issue.

Network is fine, all roon devices have been rebooted, DNS provider has not changed.

@support any advice you can give / diagnostics that can be performed?

Thanks

[beka]

Hey @JCD,

With our latest Roon release, images are being downloaded “on-the-fly” from our image servers, so if a network is unstable you may see behavior like the one in your screenshot.

A few troubleshooting suggestions that you can try here:

1. Reboot both the Core + Router
2. Try to use a different DNS server, such as Cloudflare DNS, Quad9 or Google DNS
3. Try a different (non-ISP) router that has better performance

[JCD (John)]

Hi Rebeka

I have changed the DNS to Google - exactly the same. As before, I have rebooted several times. All images are missing, even when I navigate to Tidal within Roon. Bizarrely, when first firing up the Roon Client, I do see the odd image on the home page flash up and then disappear. As before, same behaviour on an iOS device as on a PC, ie the issue is with the core pulling down / displaying images rather than being client specific.

Whilst my WAN connection is not the fastest @ _37Mbs, it is reliable and solid in operation at this speed. The ISP modem/router is only used for the WAN connection, the rest of my network hangs off a single Ethernet Switch so that no local traffic traverses the ISP router.

Next steps?

Thanks

John

[JCD (John)]

Also tried reinstalling the OS on the NUC running ROCK and then rebooting the NUC - still the same issue - no images.

In addition I fired up my NAS in order to perform a Roon backup and remove the red triangle warning - all functioned as expected and the backup went smoothly.

I am in the UK, should this make any difference with respect to the cloud servers that Roon is utilising.

Thanks

John

[beka]

Hey @JCD,

Thanks for the updates

Am I understanding correctly that Roon is now showing images and working?

[JCD (John)]

Hi Rebeka

Unfortunately not - Roon itself sees to ‘work’, however, zero images of any kind (excepting less than perhaps six albums that I tried and those very few images sometimes show then disappear again).

There are just simply no images coming through - it is not that they are coming through slowly - they simply are not showing at all however long I wait on a page with Roon running.

Thanks

John

[JCD (John)]

@beka rebeka

Just had another look - a few images are appearing on the home page, eg the Playlist by Roon images are showing but not Your Daily Mixes nor the Artist images. The microservices within the cloud are just not functioning in my view.

[beka]

Thanks for the update, @JCD. The more details the better . I appreciate the help.

Our team is investigating images not showing up. I’m adding your case to their list of examples and I’ll follow up as soon as I hear back.

In the meantime, you can always reach me here

[JCD (John)]

OK, thanks @beka let me know if I can provide any further diagnostic info.

One other piece of info, having said that the Playlist by Roon were showing up (on PC), when I looked on one of my iOS devices, those same images did not show. Ie iPhone held in front of PC screen both using same core yet different images showing (as before hardly any images showing, just a handful showing).

[beka]

Hey @JCD,

In the meantime, our team has tried reproducing the exact errors that you’re seeing and failed. The next step was to enable diagnostics on your account to take a closer look at might have been going on. It seems that images don’t load due to network errors. Below, just a snippet:

12/17 17:45:52 Warn: [broker/images] unexpected error GET'ing https://imagecache.roonlabs.net/im/1/albums/a6003131373833303833/cover/256.jpg: statuscode=999
12/17 17:45:52 Warn: [broker/images] unexpected error GET'ing https://imagecache.roonlabs.net/im/1/albums/a60038393139313734/cover/256.jpg: statuscode=999
12/17 17:45:52 Warn: [broker/images] unexpected error GET'ing https://imagecache.roonlabs.net/im/1/albums/a6003737363137353030/cover/256.jpg: statuscode=999
12/17 17:45:52 Warn: [broker/images] unexpected error GET'ing https://imagecache.roonlabs.net/im/1/artists/7a004d4e30303030313538383637/avatar/1by1_512.jpg: statuscode=999
12/17 17:45:52 Warn: [broker/images] unexpected error GET'ing https://imagecache.roonlabs.net/im/1/albums/a60039313039313537/cover/256.jpg: statuscode=999
12/17 17:45:54 Warn: [broker/images] unexpected error GET'ing https://imagecache.roonlabs.net/im/1/artists/5e018abc118603043d45afe2bbae1653390c/avatar/1by1_128.jpg: statuscode=999
12/17 17:45:54 Debug: GET /image/rxqaaaaa.1by1_128.jpg
12/17 17:45:54 Warn: [broker/images] unexpected error GET'ing https://imagecache.roonlabs.net/im/1/artists/5e01b8d924a5d541044aace0c59e6e82324f/avatar/1by1_128.jpg: statuscode=999
12/17 17:45:54 Debug: GET /image/fidbaaaa.1by1_128.jpg
12/17 17:45:56 Warn: [broker/images] unexpected error GET'ing https://imagecache.roonlabs.net/im/1/artists/7a004d4e30303030353835323439/avatar/1by1_128.jpg: statuscode=999

A database reset (as explained here) might help, but we do think it’s a network issue. Have you taken a moment to take a look at this guide and see if anything can be improved?

Networking Best Practices

[JCD (John)]

Hi @beka, thanks to you and the team for looking into this. I have now rebooted the VDSL modem/router and things have started to work albeit the images and / or some of the Home microservices take some time to appear.

I had rebooted everything except the VDSL modem/router earlier as my wife had been using the network for work and I could not take the network down at that time.

Other than the slowness for some of the Home services, I think everything is now pretty much working as it should - there seems to be one album cover missing, probably just an anomaly.

Thanks for your help.

John

[JCD (John)]

Just checked again this morning (now build 882) and everything is working as it should. Whilst the network was working fine for all other services in the house, the router was clearly blocking the image fetch for Roon post the change to 880, the reboot of the VDSL modem/router cleared out whatever was causing the blockage through the router on the WAN connection.

Thanks again for the assistance - issue can be marked as solved.

John