Nucleus+ experiencing severe slowness and loading delays (ref#9NAA2Q)

Hi @Mel_Martin ,

It has been some time since our last communication, so we wanted to touch base with you here, are you still seeing the same issue as previously or has there been any improvement in behavior? If you are still seeing this issue, can we kindly ask that you share a few new timestamps of when the issue next occurs to review a fresh log set? Thanks!

I’ll give you some new examples. As of yesterday it was still occurring. Unless you guys find it and fix it it is unlikely to fix itself magically. for the first time I tried loading albums from the iOS app. Same result FYI.

will send some time stamp examples ASAP.

Thanks

Mel

loaded 9 albums just fine… on album 9 I selected one (by right clicking on mac app) and it would not load it. It said an album was selected, but it wasn’t. Couldn’t move beyond that, so closed your app and re-opened it and could add the album. this is an improvement, as there were no delays, but something else is happening… saw this yesterday too. This was at 8:56 MST. Trying to load a Vaughan Williams CD. So progress, something must have changed in the most recent update, but something else is broken. Hopefully an easy fix.

Same issue this AM… loaded a few albums to make a playlist. At 9:01 AM MST I right clicked on an album and all the albums in my collection had an empty circle for selection. I could not get out of that, clicking the X at the top of the app did nothing, so quit the app and restarted it (Mac version) and all was well again. This will likely repeat tomorrow and every day after.

8:26 this morning MST added 4 albums to a playlist. Album 5 a right click was unresponsive. So just clicked on album. Took about a minute to display info so I can add it to the playlist.
And so it goes.

Hi @Mel_Martin ,

Thanks for providing those timestamps. I spoke to the team regarding your case and we will enable a deeper diagnostic mode in hopes of getting better logging. Can you please reboot your Nucleus twice so that it picks up this new mode, reproduce the issue, record video(s) of the slowness behavior, upload them to the below link, and then let us know once uploaded? We are hopeful that having the videos + deeper diagnostics will provide more useful logging. Any questions, let us know thanks!

https://workdrive.zohoexternal.com/collection/nqcgjac23027d90a441bda2c314de49d7958a/external

Sure… I believe you have videos of the problem… but can send some new ones… will do a double reboot.

I have uploaded a video this morning… event was at 9:16 AM MST. Showed about a 20 second delay, ofteh they are longer, up to a minute. As requested, rebooted Roon server twice.
Mel

1 Like

Hi @Mel_Martin ,

Thanks for the timestamp + the video, I’ve forwarded this to the dev team for their investigation into this issue!

Hello @Mel_Martin ,

Thanks again for sending the video on the timestamps and for your patience here. We reviewed the logging with the team and unfortunately, we weren’t able to find anything too interesting in the timestamp provided. Can we kindly ask you to provide another 3-5 timestamps of when the issue occurs so that we may review the logging with the advanced diagnostics for further patterns?

Of course… will take a few days as it usually only happens once in a day… just after I start creating a playlist.

I had a very similar issue recently where when opening Roon I would get waiting for server then randomly I would get waiting for server when using Roon. It was intermittent and I was certain it was the Roon software and worked with support. And just like you everything else on my network worked perfectly with no delays.

The moral to my story is that I eventually traced my issue back to an update that my local firewall applied automatically and without my knowledge. I reverted back to the previous release and voila the issue cleared up. So I would triple check everything on your network and look for changes that may have occurred in and around the time when you first noticed the delays starting.

This may not be your issue at all but coming from another Roon user with the same problem don’t discount your network setup too soon.

John

Thanks for your thoughts. The Roon server is up… it just pauses every morning while I am adding albums to a daily playlist. It’s usually after a few albums are added. No other server/application on my network acts this way. After it pauses, sometimes for up to a minute, it works the rest of the day. It’s something in the server software.