Roon app unable to play music on Hegel 390 (ref#I95IST)

[straub]

What best describes your playback issue?

· Music doesn't start when I press "Play"

What type of Zone is affected by this problem?

· *All of my Zones* are affected.

Does the issue affect all file formats?

· The issue affects *multiple/all* file formats.

Does the issue happen with local library music, streaming service music, or both?

· *Only streaming* music is affected.

Please select the streaming service(s) with which you're encountering playback problems.

· TIDAL

Have you tried logging out and back in again to your streaming service in Roon Settings?

· Logging out and back in had no impact, the issue remains

Do you have an approximate timestamp of when the issue last occurred?

· Monday april 7th 11:28 Amsterdam time

What are the make and model of the affected audio device(s) and the connection type?

· wired internet. Hegel 390. wired to router

Describe the issue

The roon app (installed on my Mac) 'reacts, but when I try to play music on my Hegel 390 (wired connection) then nothing happens and the track (selected a few days ago) does not play nor can I change it by selecting another track. On my mobile app (iPhone 14) the same thing happens.

Describe your network setup

Wired internet goes from router via cable to Hegel and by wifi to Mac.

[vadim]

Hello @straub,

Welcome to our community!

We attempted to enable diagnostics on your devices, but unfortunately, we haven’t received a diagnostic report.

It seems the data isn’t reaching our servers, even after I tried re-enabling diagnostics on your account. I also ran a quick test from my setup and was able to submit a similar report successfully, so something else may be interfering on your end.

To help us move forward, could you please follow the instructions outlined here to manually gather your logs? Once collected, you can upload them using our Logs Uploader Service.
Let us know once that’s done—thank you!

Kind regards,
Vadim