Hello @steve_deckert ,
This is Noris here, another member of the Roon support team (in addition to @benjamin & @connor who responded to you above). I was looking over your case and I have a few remarks and answers to share based on your last post.
You can certainly investigate the logs yourself if you wish, we provide instructions on how to access logs in the below guide:
With a small support team, we are unable to provide phone support at this time and cannot comment on if this will change. We have found we are able to solve the vast majority of issues customers have right here on the forum.
It is plausible that you are not seeing the issues on your end in other apps because they have different buffering strategies. Roon’s current buffering strategy works just fine for the vast majority of our customers, and in fact we even made it more robust in previous builds. But the bottom line here is that if you have a bad network, Roon will perform badly.
If you wish, you can submit this as a Feature Suggestion in the feature suggestions of our website, I have linked it below:
The logs I am looking at from your Nucleus say otherwise. It looks like multiple times per hour you experience a large drop in speed and Roon is not able to buffer the track due to this. So you can get an idea of what your network is supplying Roon in terns of spend and what is needed to stream the specific track, you can search for poor connection in logs. Here are just a few instances of what I saw in your latest log set regarding the speed and why playback stops:
Line 12455: 09/10 17:35:35 Warn: FTMSI-B-OE qo/2AC10D7A: poor connection kbps:1536.0 (min:1827.0)
Line 12668: 09/10 17:36:14 Warn: FTMSI-B-OE qo/044BF513: poor connection kbps:2102.0 (min:2154.0)
Line 12986: 09/10 17:39:27 Warn: FTMSI-B-OE qo/6B79F29B: poor connection kbps:1841.0 (min:2132.0)
Line 13003: 09/10 17:39:51 Warn: FTMSI-B-OE qo/6B79F29B: poor connection kbps:652.0 (min:2132.0)
Line 13006: 09/10 17:40:01 Warn: FTMSI-B-OE qo/6B79F29B: poor connection kbps:1663.0 (min:2132.0)
Line 13175: 09/10 17:41:54 Warn: FTMSI-B-OE qo/5C328538: poor connection kbps:372.0 (min:1745.0)
Line 13479: 09/10 17:46:02 Warn: FTMSI-B-OE qo/BB034582: poor connection kbps:1969.0 (min:3487.0)
Line 13501: 09/10 17:46:29 Warn: FTMSI-B-OE qo/BB034582: poor connection kbps:3368.0 (min:3487.0)
Line 13809: 09/10 17:50:44 Warn: FTMSI-B-OE qo/375CBC9E: poor connection kbps:2800.0 (min:3487.0)
Line 14304: 09/10 17:57:13 Warn: FTMSI-B-OE qo/D506F1AB: poor connection kbps:717.0 (min:1852.0)
Line 15662: 09/10 18:12:47 Warn: FTMSI-B-OE qo/B9AB04BC: poor connection kbps:1057.0 (min:2064.0)
Line 15931: 09/10 18:15:16 Warn: FTMSI-B-OE qo/D18E9AF2: poor connection kbps:2133.0 (min:3704.0)
Line 16621: 09/10 18:36:25 Warn: FTMSI-B-OE qo/F68099CC: poor connection kbps:1837.0 (min:3006.0)
Line 17805: 09/10 18:40:59 Warn: FTMSI-B-OE qo/CCEAFAE0: poor connection kbps:1062.0 (min:5402.0)
Line 18137: 09/10 18:47:07 Warn: FTMSI-B-OE qo/4BC7456C: poor connection kbps:3764.0 (min:6176.0)
Line 19179: 09/10 19:02:44 Warn: FTMSI-B-OE qo/4230B3D2: poor connection kbps:1011.0 (min:1021.0)
Line 21184: 09/10 19:31:25 Warn: FTMSI-B-OE qo/5EACC20F: poor connection kbps:5120.0 (min:5415.0)
Line 21502: 09/10 19:45:17 Warn: FTMSI-B-OE qo/1159A1FA: poor connection kbps:4196.0 (min:5415.0)
Line 21518: 09/10 19:45:27 Warn: FTMSI-B-OE qo/1159A1FA: poor connection kbps:5184.0 (min:5415.0)
Line 22065: 09/10 19:49:49 Warn: FTMSI-B-OE qo/1C804237: poor connection kbps:1528.0 (min:6576.0)
Line 22524: 09/10 19:56:40 Warn: FTMSI-B-OE qo/8B539329: poor connection kbps:2876.0 (min:3054.0)
Line 23512: 09/10 20:13:51 Warn: FTMSI-B-OE qo/AE0B682B: poor connection kbps:2585.0 (min:2968.0)
Line 25071: 09/10 20:41:53 Warn: FTMSI-B-OE qo/A86D72A1: poor connection kbps:2438.0 (min:2972.0)
Line 25083: 09/10 20:42:10 Warn: FTMSI-B-OE qo/A86D72A1: poor connection kbps:1410.0 (min:2972.0)
Line 30153: 09/10 22:08:27 Warn: FTMSI-B-OE qo/ACB07C2E: poor connection kbps:2222.0 (min:2968.0)
How long have you had this AmpliFi router for? Is it using the latest firmware? Have you tried to set up custom DNS servers such as Cloudflare DNS, Quad9 or Google DNS yet? If not, I would give this a try to see if it helps. Additionally, we had a very similar case to yours recently with a client on AmpliFi, and the issue was the router itself. Once the router was replaced, Roon worked without issue, here is the thread in case you would like to take a look:
Yes, this can be expected behavior. The TIDAL and Qobuz apps use a very different architecture and download the tracks directly from the TIDAL/Qobuz servers to your device. Roon’s architecture requires that the tracks be downloaded to your Roon Server before being sent to the device for playback. If the network is failing either on downloading the track download or sending the stream to the endpoints, playback will fail.
The bottom line here is that Roon works just fine for the vast majority of our users without issues, across many different types of setups. I know this isn’t the answer you are hoping for, but all signs point to an unstable network connection on your end. To solve this issue, I would suggest:
- Ensure that the router firmware is up-to-date and non-ISP DNS servers are being used
- Try to temporarily use a different router to see if it triggers any change in behavior (you can connect it to your modem, connect the Nucleus there and then use a remote via new router’s WiFi connection)
- Try to use Roon on a different physical location, or provide it another source of network access (such as your phone’s hotspot via another PC Roon Server) or you can use a WISP client to convert the hotspot to Ethernet output.
Once these aspects are verified, we’ll be in a much better place to diagnose & fully resolve this issue.