Roon ARC won't open on Samsung Galaxy phone (ref#VCSLVP)

Support
1

Hi! What’s not quite right with Roon?

· Can’t reach my Server, remotes or ARC

Can’t connect to my Server, remotes or ARC

· Other ARC issues

Tell us what's going on

· roon runs perfectly on my mac....but arc will not open on my samsung galaxy phone

Tell us about your home network

· Virgin superhub 5

2

Hello @steve_holloway,

Thanks for sharing this issue with us.

Could you please provide a few more details about exactly what is happening? If you are able to share a video of the behavior, that would be very helpful.

Also, could you please try installing Roon ARC directly via the APK found on our official download page?

Please let us know if that helps.

Thanks.

3

Now Roon refusing to play anything…saying “failed to load..too many failures…” how on earth do you do an absolutely total room deletion in order to install a fresh download?

4

“ipv4_connectivity”:
(“status”.“NetworkError”,status_code":504,'error":“error: Error:
ETIMEDOUT, response code: undefined, body: undefined connected? undefined”},
“external _ip”:
(“actual_external_ip”:“81.aaa.bbb.ccc”, actual_external_ipv6":"nu
“natpmp_autoconfig”: (“status”:“NotFound”),
“upnp_autoconfig”:
(“server_ip”:"192.168.0.1"“found_upnp” true,“error”:“doaction
request return statuscode: UnknownError”),
“multinat_autoconfig”: [“status”. “Failed”,“error”.“Network Trace
Failed”}

5

@steve_holloway ,

Thanks for providing those diagnostic details.

Looking at the network trace, it is clear that “Multiple NAT” and UPnP errors are preventing ARC from connecting outside your home. However, before we dive into complex router settings, we want to rule out local permissions and app issues.

Please try the following steps:

  1. Check macOS Local Network Access

    Since Roon is running on a Mac, we need to ensure macOS isn’t blocking communication.

    • Go to System Settings > Privacy & Security > Local Network.
    • Ensure the toggle for Roon is turned ON.
    • Note: If you recently updated to macOS Sequoia, this setting is often the cause of connection drops.
  2. Reinstall Roon ARC from the Play Store

    Let’s reset the app state on your Samsung Galaxy.

    • Uninstall the current ARC version (the APK).
    • Download and install Roon ARC directly from the Google Play Store.
    • Once installed, try to connect to your Server while your phone is on the same Wi-Fi network as your Mac.
  3. Test with the Standard Roon Remote App

    To help us isolate the issue, could you please install the standard Roon Remote app (not ARC) on your Samsung phone?

    • Does the standard Remote see your Library and allow you to play music?
If the standard Remote works but ARC does not, we will know the issue is specific to the ARC configuration. If neither works, we will focus on the Virgin Superhub 5 settings.

Looking forward to your update.

Thanks.

6

Arc still not loading..Remote working perfectly

7

Hi @steve_holloway,

This error indicates UPnP is available on the router but is failing for reasons not reported by the router or identified by Roon. In most cases, this means a firewall, VPN, or security software is interfering with UPnP. 

Solution:

  1. Restart your network hardware and update router firmware.
  2. Try to set up manual port forwarding in your router.
    • Make sure the IP/Port matches in any port forwarding rule you create.
  3. Toggle UPnP on/off in your router settings before attempting to autoconfigure again in Settings -> Roon ARC.
  4. Double-check to make sure you don't have any VPNs, Firewalls, or other network filtering software blocking Roon.
Additional Notes:

Routers with outdated firmware will oftentimes not allow UPnP to run until the firmware has been updated. Similarly, certain VPN or proxy server configurations will cause this message. This message will also appear when enterprise-grade networks have certain filtering in place or are blocking UPnP despite it being enabled on the upstream router. 

8

Ben..thanks to your advice, Roon Arc is now showing as “ready”…but the Arc app on the phone still refuses to load beyond the black screen with superimposed arc logo…

9

Hello,

Thank you for the update.

Connect your PC to Android phone and install ADB (instructions are here (all platforms)). Then:

  1. Type adb shell in terminal
  2. Type logcat v (ref: Logcat command-line tool  |  Android Studio  |  Android Developers)
  3. Reproduce the problem and let terminal print logs for 3-5 more seconds
  4. Select output from the moment you started the reproduction of the bug till the very end
  5. Upload the log here and let us know once you have done so:

https://workdrive.zohoexternal.com/collection/8i5239cc05950ac07456889838d9319545a82/external

10

This is surely a jest…that much complication to install an app on a phone that has millions of users?

11

Hi @steve_holloway,

Unfortuantly its ’s true - obtaining Android logs is a bit more of a technical process. It would definitely be helpful in our investigation, though, so let me know if there’s any particular section of the process you’d like more assistance with.

That said, now that Arc is at least showing it’s ready - lets remove Arc and perform a fresh install, and see if that clears any corrupt cache here.

Thank you!

12

Tried everything suggested…have “blue ticks” (Arc Ready) on the server and on the 'phone…but the app still refuses to open!!!

13

Okay…I have downloaded Arc to an old Amazon firestick(Android) and an Iphone (ios)…both loaded instantly and work well..BUT…still cannot open the app on my Samsung Galaxy…it must be a 'phone problem,at my wits end…just want to enjoy my Ron subscription on the go! :slight_smile:

14

One last thing…tried the “apk” app from the Roon downloads page…that takes me to a third party app,but I cannot find any roon related links within that site!

15

Hello @steve_holloway,

Thank you for the update.

It looks like you may be running into some difficulty capturing the ADB logs. To make sure we’re on the same page, could you please confirm the following:

  • Are you using a Samsung Galaxy S20 FE 5G?
  • What Android version is currently installed on the device?
  • What One UI version is it running?

Based on the information from the internet, this model originally shipped with Android 10, so it would be helpful to know whether the device has been updated since then.

16

Thank you Vadim… confirm phone is Galaxy S20 FE 5G…Android version is 13, and One UI is 5.1

17

Hello @steve_holloway ,

Going back to the .apk install method, what exact error did you get? You should be able to click on the .apk download link, it should download and then you should be able to manually install it to the phone.

18

Heaven knows how…but the .apk loaded to my phone first thing this morning!!1..Thank you team!!!

1 Like
19

Hi @steve_holloway,

We’re reaching out just to make sure that the APK side-load is still working for you.

The APK won’t have the Play Store wrapper that includes automatic updates, so you’ll unfortunately need to re-download the APK from our website anytime there is a new ARC release announced. Release will always be announced here:

We recommend switching back to the Play Store install each time there is a Roon update, just to check if the issue has resolved.

We’ll watch for your reply. Thank you!

20

Yes…all good ..thanks again for the support :slight_smile: