Roon App stops playing with 'Oops' message on iPad (ref#28A2MJ)

Support
1

What’s happening?

· Something else

How can we help?

· I am experiencing freezes or crashes

Describe the issue

“Oops” message. Music and connection stop after playing for a song or a few songs.

Roon Titan with iPad and Sonic Router, usb hard drive at usb-c port on titan.

Music/ App stops playing/working at random times and an “oops something went wrong” message comes up.

User usually must restart Roon App on iPad

Rebooting has happened, no change.

Hope that’s a start.

Thank you!

Describe your network setup

Sonic fiber to sonic wifi router to Roon Titan. iPad app for control

2

Hi @john_wieschendorff1,
Thanks for reaching out to us about this issue. The best way to start troubleshooting this would be to get some of the dates and times when your friend experienced these playback issues. Then we can look at his logs for that time to see what’s going on. Can you use the directions found here and send over a set of your friend’s logs to our File Uploader?

3

Hi Daniel,
Thank you for getting back
He’s and hour away and I’ll need to do that for him, but can plan for that.

He just got the titan a few weeks ago and was installed only last weekend I believe

He had an older nucleus prior to that

**** As far as i understand, this is not an intermittent thing, it’s happening most of the time. He’s not really able to use the system at all. Says it will get halfway through a song or three quarters and then the error comes up and he has to reboot

Any thoughts you have in the meantime are appreciated

He did not buy this from me, but directly from Roon. Since this is a brand new item, I’m going to be asking for some detailed and timely help on this.

Thank you!
JW

4

Hi, I see the instructions, thank you! Is this anything he could do with an iPad? might be able to walk him through that.
Thanks so much for the help!

JW

5

Unfortunately he wouldn’t be able to access the nucleus logs from iOS. He would only be able to retrieve the logs for the iOS device.

This is good it means we should be able to easily find this happening in his logs.

We will do our best to help quickly. Just so you are aware the tech support team works off of a queue system so there may be a little wait for this thread to reach the top of the queue.

6

Good to know on the iPad, was just curious. Thank you!

7

Hi @john_wieschendorff1 ,

When you’ve had a chance to upload the log set, please let us know and we can continue troubleshooting, thanks!

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