Qobuz streaming stops and Live Radio not loading on Roon (ref#UBAJOM)

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

· I have various issues with Roon. When I stream with Qobuz, music suddenly stops and it is impossible to restart the music. Resetting my router or Nucleus does not solve the issue. When I try to go to Qobuz with my Roon software, it does not load. Furthermore, radiostations in My Live Radio do not load.

Tell us about your home network

· Gigabit router provided by Ziggo, TP Link Deco mesh network, Nucleus as a server. Mesh nodes connected via Wifi, equipment connected with ethernet to the nodes.

Hey @Ron_van_de_Leijgraaf,

Thanks for writing in and sharing your report! Could you please update both your server and remote machines, and see if you run into the same issues?

Thank you!

Hello Benjamin,

Thanks for helping. When I started Roon on my PC, I had a pop up window for an update, which I did. When that was finished I rebooted my Nucleus. After that, I tried to load a radio station and after a long wait I got the message ‘station not available’. Next I tried to go to Qobuz via the link on the left pane and after a while I got the message ‘error loading page - check network connection’. Then I selected a song (96/24) to stream via Qobuz, which worked fine. The second song (48/24) however stopped midsong after ~2 minutes.

I have these issues on all 3 streamers (Bluesound Node and Moon) and with software running on Windows, iMac and iPad.

When I connect to the streamers directly (BluOS or using Qobuz connect via Qobuz software) it works perfectly fine.

One final thing, artwork pops in and out frequently, so sometimes I see some artwork but in a few minutes it disappears again.

Hope this helps.

Kind regards,

Ron

Hey @Ron_van_de_Leijgraaf,

Thanks for the update!

As a next step, I’d set up a direct ethernet connection from your Nucleus to your primary router, and see if you experience the same issues. :+1:

Try eliminating as much wifi from your setup as you can, and see if playback stabilizes.

Hello Benjamin,

I have connected the Nucleus directly to the main router, but the problems stay exactly the same. I find that everything that requires an internet connection in Roon does not work. I always get a network error or check your internet connection message. I can only play music from my local NAS and I am able to access the Nucleus with my webbrowser.

When checking the control software from my Deco mesh network, I see that threats from the Nucleus are regularly blokked. Last message is from last Monday. The threat comes from the Nucleus IP address and is classified as Port Scan.

I hope this helps in looking further into the issue.

On Monday I will be leaving for a short holiday. Will return in a week. Can you please make sure this thread is not closed then, because the issue is not solved yet.

Hey @Ron_van_de_Leijgraaf,

Thanks for the update. Connecting the Nucleus directly to the main router did not change the behavior, and internet-based results are failing indicates an issue with the Nucleus communicating with the outside network.

We have seen users have a better experience in the past if they change their Router’s DNS servers from the ISP provided ones to Cloudflare DNS, Quad9 or Google DNS. Can you please give this a try and let me know if it helps?

Let us know when you return from your trip, we will be here.

Hello Noris,

Just tried using Google DNS, but the behaviour is still the same.

Kind regards,

Ron

Hey @Ron_van_de_Leijgraaf,

Sorry to hear you’re still having issues playing Qobuz content! We’re unable to enable diagnostic mode on your Roon Server, so we’ll need to review a set of manual Roon Server logs instead.

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!

Hello Benjamin,

I have just uploaded the logs.zip file. I hope it will help you finding the issue.

Kind regards,
Ron

Hi @Ron_van_de_Leijgraaf,

Thank you for your post. We wanted to follow up after examing logs.

First off, we’ve noticed that some of the failures with Live Radio in logs were particular to the VST (Belgian Public Radio) station URLs. While these stations did migrate their URLs recently, users have more recently reported that the AAC streams load successfully (see here:
Roon radio stations Belgium not playing).

Can you please elaborate on which Live Radio stations in particular are not currently loading?

Other dropouts occur with Live Radio stations, but they are the direct result of dropouts in the local network between Roon Server and a BlueSound endpoint:

Trace: [Bluesound N130 @ xxx.xxx.xxx.xxx:xxxxx] [raatclient] GOT [3520] {"status":"Dropout","samples":10338}
Trace: [Bluesound N130 @ xxx.xxx.xxx.xxx:xxxxx] [raatclient] GOT [3520] {"status":"Dropout","samples":22022}
Trace: [Bluesound N130 @ xxx.xxx.xxx.xxx:xxxxx] [raatclient] GOT [3520] {"status":"Dropout","samples":22022}
Trace: [Bluesound N130 @ xxx.xxx.xxx.xxx:xxxxx] [raatclient] GOT [3520] {"status":"Dropout","samples":22022}
Trace: [Bluesound N130 @ xxx.xxx.xxx.xxx:xxxxx] [raatclient] GOT [3520] {"status":"Dropout","samples":22022}
Trace: [Bluesound N130 @ xxx.xxx.xxx.xxx:xxxxx] [raatclient] GOT [3520] {"status":"Dropout","samples":22264}
...
Trace: [Bluesound N130 @ xxx.xxx.xxx.xxx:xxxxx] [raatclient] GOT [3520] {"status":"Dropout","samples":22022}
Warn: [Krien] [zoneplayer/raat] Too many dropouts (>3s dropped out in the last 30s). Killing stream
Trace: [Krien] [zoneplayer/raat] too many dropouts. stopping stream
Warn: [zone Krien] Track Stopped Due to Slow Media
Trace: [Krien] [zoneplayer/raat] Endpoint Bluesound NODE State Changed: Playing => Prepared
Trace: [Bluesound N130 @ xxx.xxx.xxx.xxx:xxxxx] [raatclient] SENT [5346]{"request":"end_stream"}
Info: [audio/env] [zoneplayer -> stream] All streams were disposed
Debug: [raat/tcpaudiosource] disconnecting
Info: [audio/env] [zoneplayer -> stream -> endpoint] All streams were disposed
Trace: Attempting to play channel URL: icy://quantumcast.vrtcdn.be/klara/aac-128
Info: [zone Krien] OnPlayFeedback StoppedEndOfMediaUnnatural

This sample loss eventually overwhelms the buffer; the endpoint can’t keep up with the Live Radio stream because it’s re-requesting too much data that goes missing.

Is this Bluesound endpoint hardwired via ethernet or relying on WiFi? How many mesh nodes sit between this endpoint and the main router?

Another quick note:

Our diagnostics servers show a PC-hosted Roon Server instance that is active as frequently as the Nucleus. Can you please confirm which machine is actually hosting Roon Server in your current setup, or whether you’ve migrated server machines while travelling?

A note about your firewall warnings: port scanning is not uncommon if you have a device relying on port forwarding, but it’s harmless as long as your router firewall is active and your Roon credentials aren’t compromised.

We’ll watch for your reply.

Hello Connor,

I did not get an e-mail that this message was posted, so sorry for the late response.

The live radio issues with the Bluesound Node happen every now and then. These messages are probably a bit older. There is one additional mesh node in between the router node and the node connecting to that Bluesound Node. It is hard wired to the mesh node.

At the moment I do not get access to the ‘my live radio’ page in Roon. It just circles and after a while I get a network error message. The same happens when I try to open the Qobuz page.

In the last message Benjamin said that he could not activate the diagnostics mode on my Nucleus, which for me confirms that there is an issue with Roon trying to connect to the Internet. As said earlier, I have no problems playing music from either the drive in the Nucleus or from a NAS in my home network.

I tried to get a screen shot, but at the moment Roon shows a completely white screen with the symbol showing that it tries to connect. Nothing else is happening. The Nucleus is up and running.

The Roon Server was automatically installed when I did a full re-install for Roon. I do not use it and I don’t seem to be able to remove it. The Nucleus is the Roon Server that I use.

The problem is there for a very long time now (well over a month), so I really hope you will come with a solution soon, because we are starting to get annoyed with the Roon software at the moment.

Kind regards,

Ron

Hello,

I tried to a complete reinstall of Roon. When I try to connect to the Nucleus (it is available in the Roon app and I can access it via my webbrowser), I need to log in. When I log in on the website (the button redirects me to the login website), I just get a return to the Roon App with the screen that I need to login. When go back to the Server selection page the same happens when I try to connect to the Nucleus.

I use a Windows 11 computer and the Vivaldi browser on it. I tried other browsers (Edge, Chrome, Opera) and I have the same result. When I try to do select the Nucleus on my iPad of on my Android phone, I have the same issue.

Kind regards,
Ron

Hello,

I have done a bit more experimenting. With a complete new installation of Roon, I have created the Roon Server on my windows PC and now everything works fine. I could log in and I have access to both the Qobuz and Live Radio pages within Roon.

It looks like the problem is with my Nucleus. But what can the issue be?

Kind regards,
Ron

Hello @Ron_van_de_Leijgraaf

Please try to do the following

  • Stop RoonServer from running in Nucleus’s WebUI
  • Navigate to your Nucleus’ Database Location
  • Find the folder that says “RoonServer”
  • Rename the “RoonServer” folder to “RoonServer_old”
  • Restart the RoonServer in the WebUI to generate a new Database
  • On the Roon Remotes, press “Use another Roon Server” and connect to the new database

Hello Vadim,

Unfortunately, that did not change anything. Still not able to log into the Nucleus.

Kind regards,
Ron

Hello @Ron_van_de_Leijgraaf

Thank you for your message. 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!

Hello Vadim,

I have uploaded the file. Please be aware that I have been using my local PC as a server, since I could not connect to the Nucleus. When I tried to connect to the Nucleus, I could not connect and I could not see a RoonServer folder being created.

When I was using the local PC as a server, I tried to change servers to the Nucleus, but that went wrong after trying to log in through your website. Log in on the website went ok, but then the Roon software just popped back to the login page for the server again.

I hope this helps.

Kind regards,
Ron

Hey @Ron_van_de_Leijgraaf,

Thanks for sending over a set of Roon Server logs! Unfortunately, it does look like the server logs you’ve sent over are tied to Roon Server running on your Windows PC, rather than the Nucleus. We’re after a set of Nucleus server logs ideally, but it sounds like you’re unable to establish a network connection there.

Are you able to access the webUI of your Nucleus? You can do so by accessing a web browser on one of your remote devices and inputting one of the following as a URL in your browser:

  1. the IP address of your Nucleus - 192.168.68.110
  2. the .local suffax - http://nucleus.local
  3. the hostname: http://nucleus

If you’re successful, see if you can upload a screenshot of the webUI.

Does this happen no matter what Roon Remote device you use? If you remove and reinstall the Roon mobile app on your mobile device, does the same issue occur?

It may be worth temporarily disabling any windows firewall, and test if you’re able to properly sign in and access your Nucleus.

Thanks, Ron! I’m confident we can get you back up and running properly across your devices. :folded_hands:

Hello Benjamin,

The previous set of log files I sent should be with the Nucleus still running as the RoonServer. The last set is indeed with the RoonServer on my PC.

I have had the same login issues with the Nucleus on all devices here (PC (various browsers), iMac, iPad, Android phone) and I have tried to login with the firewall disabled. Every time I had the same result.

I have no problem logging into the Nucleus through the web interface:

I hope this helps a bit.

Kind regards,
Ron

Thanks for that @Ron_van_de_Leijgraaf!

Let’s focus on getting you re-logged back into your Nucleus. Since the trouble is logging into the Roon software, it is worth noting that the process involves logging in via a web browser. The pop-up might be blocked by the default browser, depending on your settings. In that case, there are a few things that can help:

  • Rebooting your Roon Server

  • Clearing the default browser’s cache and cookies

  • Temporarily changing your default browser

  • Checking to ensure that you don’t have popup or cookie blockers preventing the redirect

If the above doesn’t help, could you reproduce the login failure, and then send over a fresh set of Nucleus Roon Server logs?

I’d also reboot your router if you haven’t yet. A simple tip that could re-establish a proper connection. Thanks, Ron!