No sound from RCA output on Trigon Exxceed Server after Roon setup (ref#DICJCY)

Support
1

Hi! What’s not quite right with Roon?

· None of the above quite fits

None of the above quite fits

· None of these quite match

Tell us what's going on

· Hello!
I'm having trouble with my recently acquired Trigon Exxceed Server.
So, I'm asking for your help.
To test the device, I started a Roon Trial, immediately receiving a notification that a software update was needed. The process was quick and seemed to have gone well. I noticed that the Linux version changed, and the device icon turned "green".
I loaded some music files into the internal storage without difficulty and started playback. The display shows the tracks and their respective times, as well as the album covers... but there's no sound from the RCA output!
I've already uninstalled and reinstalled Roon on my PC, but without success. I even tried Roon Legacy, which detects different software versions on the PC and the Trigon Server and therefore doesn't work.
In short, everything seems to work fine, but there's no sound from the RCA output.
The Exxceed server displays all my music on the screen and indicates playback without problems, but... there's no sound. The audio output is enabled (hiFaceTWO UAC2), as is the zone (Exxceed).
I contacted the manufacturer of the device (Trigon Audio, in Germany) and, despite my insistence, never received a response.
Your help seems to be the only way to use my device, since it is exclusively controlled by Roon.
Thank you in advance!
Custódio

Tell us about your home network

· My Router: Huawei E5172.

2

@lasanhaconceicao,

Thanks for sharing the issue with us.

To help us understand the cause, could you please share your Roon Server logs?

You can upload them to our log storage here.

Additionally, could you please share screenshots of your Signal Path and Device Setup settings?

Thanks.

3

Hi @lasanhaconceicao,

Thanks for your patience.

Did you start your Roon trial under a different email address than the one from which you are writing here on Roon Community? Our diagnostic servers show the latest activity from your RoonServer to be well over a month ago.

If you used a different email address, simply confirm “yes” or “no” and we’ll reach out via PM to rectify the situation and to ensure we can troubleshoot the current account setup. Don’t share your email address publicly here.

We’ll watch for a reply. Thank you!

4

Hi @lasanhaconceicao,

We haven’t received a response to this thread, but we’re eager to ensure we resolve any potential account duplication issues to prevent future authorization issues related to the account.

Please see my response above and let us know if you have any questions. Thank yo!

5

We’re going to close this thread at this time due to inactivity. You can always submit a new tech support request here and we will reactivate the conversation as necessary. Thank you!