Roon ARC offline album playback error & track order issue (ref#XC8RA4)

[klerm (Kit)]

What’s happening?

· I'm having trouble with Roon ARC

What best describes your issue with ARC

· Other

How can we help?

· None of the above

Other options

· Other

Describe the issue

When I use Roon ARC offline, my downloaded albums show an error and can't be played from the album screen. But when I filter the downloads list, I can play them from that screen - but the tracks are all out of order, so it's really frustrating.

Describe your network setup

Mobile phone running iOS

[daniel]

Hi @klerm,

Thanks for reaching out to us about this issue. I need a bit more information to help troubleshoot.

• When was the last time ARC successfully synced with your server? ARC needs to periodically connect to your server to stay functional.
• Can you confirm whether the tracks you're trying to play are fully downloaded to your phone?
• Lastly, can you double-check that Offline Mode is enabled in ARC? You can find the toggle for it in the app’s Settings menu.

Let us know what you find, and we’ll go from there!

[klerm (Kit)]

Hi @daniel - thanks for the quick reply!

• ARC syncs all the time, this issue only happens when I launch the app when I already have Airplane mode on (or no signal). If I start playing before I lose signal, there’s no problem.
• Yes, tracks are fully downloaded, they play without problems if I lose signal after pressing play, or if I use the weird workaround of the album list filter (although they are then out of order).
• No, I prefer not to use Offline mode where I can, but I can confirm it happens with this switched on as well.

For clarity I should add that I can click on a downloaded album but the play button is greyed out and no tracks appear. Eventually an error message appears saying I should go and listen to my downloads.

Hope this helps - let me know what else you might need - thanks!

[noris]

Hi @klerm ,

Thanks for providing clarification on the behavior. I suspect this issue could be due to Roon not knowing that it is in offline mode, and trying to access the album details, but the connection is not active.

@klerm

No, I prefer not to use Offline mode where I can, but I can confirm it happens with this switched on as well.

Does this happen when you start Airplane mode before going offline, or going offline then starting Airplane mode?

[klerm (Kit)]

Thanks @noris - it happens whenever I launch ARC after not having a connection, whether that’s Airplane mode or just going underground.
Steps to reproduce:
Phone with signal > Engage airplane mode > launch ARC > can’t access album
Phone with signal > Go underground and lose signal > launch ARC > can’t access album.

What’s particularly strange is that as you see in the screenshot, it tells me to try and listen to my downloads - but as you can see at the top, the album is one of my downloads. It happens with every downloaded album.

[benjamin]

Hi @klerm,

How are you downloading your content specifically?

@klerm

my downloaded albums show an error and can’t be played from the album screen.

If you head into Arc over Wifi and specifically download an album from the ‘My Albums’ section of your library, do you experience the same issue?

We’ll be on standby for your reply!

[klerm (Kit)]

Thanks @benjamin. I always download albums specifically (I have ‘Smart downloads’ enabled but haven’t yet used any of the smart-downloaded albums) and always over Wi-Fi, so I was experiencing this issue whilst using Roon in the way you describe.
However, since the latest update, it appears that the issue might be resolved. Certainly when testing with Airplane Mode I can no longer reproduce the issue, which is excellent.

[daniel]

Hi @klerm,

It’s great to read that you’ve seen improvement with the latest update. We’ll leave this thread open for a few days if the issue reappears please let us know. If ARC continues to work properly we’ll mark the thread as solved for you.