Roon ARC Freezes After Enabling Smart Downloads (ref#UCBWVO)

Support
1

What app are you having the slowness issue with?

· ARC

What kind of performance/speed issue are you experiencing?

· The app is crashing

Please try to reboot your Roon Server

· No, the issue is still the same even immediately after a reboot

Please try to reboot your networking gear (Router/Switches/etc.)

· No, the issue is still the same even after a reboot

Is there any change in behavior if you try to navigate to Roon Settings -> Library and set both Background and On-Demand Audio Analysis to Throttled or Off?

· No, the issue is still the same

Does the issue happen on multiple Roon Remotes (controllers) or just one?

· I only have one Roon remote to test with

Please try to restart your Roon Remote (controller) app

· No, the issue is still the same even after a restart

What is the operating system of your Roon Remote (controller)?

· Android

Reinstall Mobile Roon Remote App

· No, I am still having the issue even after reinstalling

Router Domain Name System (DNS) change

· I was able to change my router's DNS servers but it did not help

What is the operating system of your Roon Server host machine?

· Nucleus

Which model Nucleus do you have?

· Nucleus One

Timestamp of issue occurrences

· Sept. 29th 12:06PM

Describe the issue

roon arc freezes after enabling smart downloads.

Describe your network setup

not relevant

2

Hi @grzlybear,

Thank you for your report. We’ve enabled verbose logging to capture the crash.

At your convenience, can you please take the following steps to enable these logs at the local disk level?

  1. Restart Roon Server itself two times

  2. Close and reopen ARC after restarting the server

  3. Reproduce the crash

We should have enough from that to proceed with development. Thanks for your patience.

3

Did all the steps, I removed a few downloads since my quota was full. Arc started downloading more music in the background and crashed right now.

8:29am local time.

Thank you!

4

Hi @grzlybear,

Apologies for the repetition here, but we have another layer of logging to enable for this and another report you’ve submitted concerning artwork in ARC here.

Please restart Roon Server two more times, and then close/open Roon ARC on the Pixel.

Thank you!

5

Done, let me know if I can further assist

6

Hello @grzlybear

Thank you for going through the restarts, we know that was a repeat.

On our side the Pixel 9 Pro’s ARC has not shown up yet, so we have no way to collect its logs. Two questions will help us find out why:

  1. Please tell us which Roon account ARC on the Pixel 9 Pro is signed in with (the email address). We need to confirm it is the same account as your Nucleus.
  2. Please open ARC on the Pixel 9 Pro and keep it open on the screen for about five minutes, with the screen on. Then please reply here with the time you did this and your time zone.

Once we see the ARC on our side, we will request the logs from the phone. You may need to keep ARC open for a few minutes at that point so the request can go through, and we will tell you when.

7

Hello Vadim, thank you for your help.

The email account is the same as my nucleus.

I’m currently in timezone gmt+2.

Keeping arc open now.

8

Thanks, @grzlybear. The request successfully sent through to the phone from our servers and the logs should upload automatically next time you open the app.

We’ll follow up promptly once we pinpoint the error and identify a next step.

9

Hi @grzlybear,

It looks like the diagnostics did not come through, and we have just tried re-enabling diagnostics on your account.

Please let us know the next time you use the affected device so we can try checking the logs.

Additionally, we can see both a Pixel 9 Pro and a Pixel 8 tied to your account, so please confirm which device is actually affected, thank you.