@jon_filer, welcome to the community, sorry to hear about your issues in getting ARC configured. A fellow user here, but let’s see what the community and Roon staff can do to help.
The diagnostics you’ve provided suggest that your Core is having difficulty reaching our servers. There are several independent factors that can cause this error, so we recommend double-checking the following to initiate troubleshooting:
Is your router firmware up to date?
Do you have any VPNs, proxy servers, or enterprise-grade security on this network? If you deactivate your ExpressVPN service, does ARC work outside your home network?
Are you experiencing any issues with Roon Remotes, or other apps on your local network?
If you continue to experience difficulties, please tag the support team and include the following information:
What is the make and model of your modem and router?
Do you have any additional network hardware, like additional routers or managed switches?
Who is your internet service provider and what is your geographic region?
Is your Modem configured in Bridge Mode so that it operates only as a modem or do you have the ports forwarded on both?
@jon_filer, I am in the States and it is getting late here, so may not be able to continue this tonight. Other community members may join in during the weekend.
For now, have you set up a port forwarding rule on the ASUS router directly in its WAN → Virtual Server/Port Forwarding tab? Alternately, activate UPnP on the ASUS WAN → Internet Connection tab. In either case, to test this, can you completely deactivate the ExpressVPN service to remove that variable?
It seems that your Asus router has the ExpressVPN firmware installed. Is this correct?
I’ve looked up some info on their site and it seems that all your traffic is routed through the VPN. Perhaps that is the problem, so you want to route the Roon traffic pass the VPN. You could try to make what they call an applications group that bypasses the VPN and put Roon in it. You have to look on their website or in their manual to find out how to do that.
Then with the port forwarding rule enabled see what the diagnostic message in Roon displays (hopefully Success!)
Thank you for your patience as we’ve worked through the queue to reach your ARC port forwarding case. We’d be happy to support you directly or point you in the right direction if we determine the issue is with your router or service provider.
First off, the 998 status code present in the diagnostics actually indicates your Core can’t reach Roon’s servers - not just ARC on your phone or device - during the port test.
I suspect that your landlord has a modem or additional router somewhere in the building with some security settings in play or router functionality engaged. ARC requires a port forwarding rule in both routers if there are two routers connected to the same chain. After doing a little digging, Starhub Singapore seems to provide their own modem/router combination in most cases. I’d reach out to confirm the local network infrastructure before trying out a new router.
I also recommend you disable IPv6 in the router if you see an option for that under Advanced Settings or Network Settings in the web administration.
Thanks for the response. I don’t think the landlord will allow me to access his router for obvious security reasons. We pay part of the monthly bill towards it, along with the other 5 flats here.
I did go out and buy a new Router and will install tomorrow so, will look and disable IPv6.
I have tried to teether through my phone - with no VPN on, and still have the following message:
Not sure why this would still be an issue, as the 4G is strong and doesn’t have any VPN/Firewall.