Roon cloud services failing intermittently (ref#6FPESM)

Support
1

What app are you having the slowness issue with?

· Roon

What kind of performance/speed issue are you experiencing?

· Other

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?

· Issue happens on multiple remotes

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?

· Windows

Timestamp of issue occurrences

· 09/06 10:36:29

Describe the issue

Roon cloud services failures

Describe your network setup

Hyperoptic 1GB

2

Log entries

09/06 10:36:28 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/mixes/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/mixes exception=System.Net.WebException
09/06 10:36:28 Debug: [easyhttp] [58] GET to https://api.roonlabs.net/discover/1/mixes/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/mixes?localTime=2026-09-06T10%3a35%3a27.3265971&c=tidal-gb&languages=en,%3Een&tidal=max timed out after 60001 ms
09/06 10:36:28 Warn: [base_proxy] https://discover.roonlabs.net/1/mixes/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/mixes?localTime=2026-09-06T10%3a35%3a27.3265971&c=tidal-gb&languages=en,%3Een&tidal=max -> NetworkTimeout (http 998)
09/06 10:36:28 Warn: [http] request failure: http_5xx (504) host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/dailypicks exception=System.Net.WebException
09/06 10:36:28 Debug: [easyhttp] [56] POST to https://api.roonlabs.net/discover/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/dailypicks?c=tidal-gb&contentPreferences=avoidMqa&tidal=max returned after 60118 ms, status code: 504
09/06 10:36:28 Warn: [base_proxy] https://discover.roonlabs.net/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/dailypicks?c=tidal-gb&contentPreferences=avoidMqa&tidal=max -> ServiceUnavailable (http 504)
09/06 10:36:28 Warn: [dailypicks] discover request failed: profile=ddd8e72d-860b-4f82-b0a6-7744ecc469ff status=ServiceUnavailable force_refresh=False
09/06 10:36:28 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/coveredperformer exception=System.Net.WebException
09/06 10:36:28 Debug: [easyhttp] [67] GET to https://api.roonlabs.net/discover/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/coveredperformer?c=tidal-gb&contentPreferences=avoidMqa&tidal=max timed out after 60002 ms
09/06 10:36:28 Warn: [base_proxy] https://discover.roonlabs.net/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/coveredperformer?c=tidal-gb&contentPreferences=avoidMqa&tidal=max -> NetworkTimeout (http 998)
09/06 10:36:28 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/collaboration exception=System.Net.WebException
09/06 10:36:28 Debug: [easyhttp] [68] GET to https://api.roonlabs.net/discover/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/collaboration?c=tidal-gb&contentPreferences=avoidMqa&tidal=max timed out after 60002 ms
09/06 10:36:28 Warn: [base_proxy] https://discover.roonlabs.net/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/collaboration?c=tidal-gb&contentPreferences=avoidMqa&tidal=max -> NetworkTimeout (http 998)
09/06 10:36:28 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/mixes/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/mixes exception=System.Net.WebException
09/06 10:36:28 Debug: [easyhttp] [71] GET to https://api.roonlabs.net/discover/1/mixes/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/mixes?localTime=2026-09-06T10%3a35%3a27.3371114&c=tidal-gb&languages=en,%3Een&tidal=max timed out after 60001 ms
09/06 10:36:28 Warn: [base_proxy] https://discover.roonlabs.net/1/mixes/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/mixes?localTime=2026-09-06T10%3a35%3a27.3371114&c=tidal-gb&languages=en,%3Een&tidal=max -> NetworkTimeout (http 998)
09/06 10:36:29 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/collaboration exception=System.Net.WebException
09/06 10:36:29 Debug: [easyhttp] [77] GET to https://api.roonlabs.net/discover/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/collaboration?c=tidal-gb&contentPreferences=avoidMqa&tidal=max timed out after 60000 ms
09/06 10:36:29 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/coveredperformer exception=System.Net.WebException
09/06 10:36:29 Warn: [base_proxy] https://discover.roonlabs.net/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/collaboration?c=tidal-gb&contentPreferences=avoidMqa&tidal=max -> NetworkTimeout (http 998)
09/06 10:36:29 Debug: [easyhttp] [76] GET to https://api.roonlabs.net/discover/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/coveredperformer?c=tidal-gb&contentPreferences=avoidMqa&tidal=max timed out after 60000 ms
09/06 10:36:29 Warn: [base_proxy] https://discover.roonlabs.net/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/coveredperformer?c=tidal-gb&contentPreferences=avoidMqa&tidal=max -> NetworkTimeout (http 998)
09/06 10:36:29 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/mixes/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/mixes exception=System.Net.WebException
09/06 10:36:29 Debug: [easyhttp] [84] GET to https://api.roonlabs.net/discover/1/mixes/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/mixes?localTime=2026-09-06T10%3a35%3a27.3393456&c=tidal-gb&languages=en,%3Een&tidal=max timed out after 60000 ms
09/06 10:36:29 Warn: [base_proxy] https://discover.roonlabs.net/1/mixes/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/mixes?localTime=2026-09-06T10%3a35%3a27.3393456&c=tidal-gb&languages=en,%3Een&tidal=max -> NetworkTimeout (http 998)
09/06 10:36:29 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/coveredperformer exception=System.Net.WebException
09/06 10:36:29 Debug: [easyhttp] [108] GET to https://api.roonlabs.net/discover/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/coveredperformer?c=tidal-gb&contentPreferences=avoidMqa&tidal=max timed out after 60001 ms
09/06 10:36:29 Warn: [base_proxy] https://discover.roonlabs.net/1/profiles/ddd8e72d-860b-4f82-b0a6-7744ecc469ff/featured/coveredperformer?c=tidal-gb&contentPreferences=avoidMqa&tidal=max -> NetworkTimeout (http 998)
09/06 10:36:33 Info: [stats] 2234007mb Virtual; 2985mb Physical = 2662mb GC-committed (2604mb Managed-live = 97% of committed) + 323mb Native; 2045 Handles, 76 Threads, 10.14% of runtime in GC pauses, 3ms GC pause in last window (0.02% of window)
09/06 10:36:39 Info: [music/searchindex] [search-index] post-build reclaim: process memory 2985MB → 1446MB (reclaimed 1539MB, malloc_trim=0, pause=1936ms)
09/06 10:36:48 Info: [stats] 2234005mb Virtual; 1446mb Physical = 1050mb GC-committed (1016mb Managed-live = 96% of committed) + 396mb Native; 1980 Handles, 76 Threads, 10.62% of runtime in GC pauses, 1935ms GC pause in last window (12.9% of window)
09/06 10:36:53 Debug: [easyhttp] [1244] GET to https://api.roonlabs.net/discover/1/performers/122:0:MN0000127990/albums/new?profile=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&tidal=max returned after 41162 ms, status code: 200, request body size: 0 B
09/06 10:36:59 Debug: [easyhttp] [1238] GET to https://api.roonlabs.net/discover/1/performers/122:0:MN0000127990/albums/recommended?profile=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&tidal=max returned after 46708 ms, status code: 200, request body size: 0 B
3

Speedtest run from the roon server machine

image
image1605×1460 160 KB

4

Hello @Henry_Buckle

Thanks for the logs, they are exactly what we needed and they point away from your setup entirely.

Your log shows the requests reaching our servers and our side failing to answer in time. One came back as a 504, and others to the same host in the same minute succeeded but took over 40 seconds. Every failure was against the same service. There was nothing wrong with your network, and no need for any further changes there.

Others reported the same thing over the weekend, and from those reports it looks to have come right on the 7th. Could you please confirm whether things are back to normal for you as well?

5

Things appear to be loading normally.

Given this was an incident with Roon services, will you be issuing an RCA and a plan for improvements to prevent this happening in the future?

6

Hi @Henry_Buckle, good to hear it is loading normally again.

We do not publish root cause analyses for service incidents. When something affects a lot of people, we post an announcement topic in the Support category and update it until it is resolved.

All data for the incident was forwarded to the appropriate team for review and prevention in the future.

7

I think you should consider publishing RCAs - it is pretty standard practice in the industry and helps show that you are taking incidents seriously.
Especially as this isn’t the first time this has happened, and your customers had to tell you about it.

8

Hi @Henry_Buckle,

We have passed your feedback on to the appropriate team for further review.

If there is anything else on this, please tell us. Otherwise, we will close the topic here.

9

I’m seeing slowness/failures again

09/16 19:46:09 Debug: [easyhttp] [38379] GET to https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/tracks/top?count=20&profile=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&tidal=max returned after 59995 ms, status code: 200, request body size: 0 B
09/16 19:46:09 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/albums/new exception=System.Net.WebException
09/16 19:46:09 Debug: [easyhttp] [38387] GET to https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/albums/new?profile=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&tidal=max timed out after 59999 ms
09/16 19:46:09 Warn: [base_proxy] https://discover.roonlabs.net/1/performers/122:0:MN0000124492/albums/new?profile=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&tidal=max -> NetworkTimeout (http 998)
09/16 19:46:09 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/albums/recommended exception=System.Net.WebException
09/16 19:46:09 Debug: [easyhttp] [38381] GET to https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/albums/recommended?profile=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&tidal=max timed out after 60000 ms
09/16 19:46:09 Warn: [base_proxy] https://discover.roonlabs.net/1/performers/122:0:MN0000124492/albums/recommended?profile=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&tidal=max -> NetworkTimeout (http 998)
09/16 19:46:09 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/albums/heydayv2 exception=System.Net.WebException
09/16 19:46:09 Debug: [easyhttp] [38388] GET to https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/albums/heydayv2?profileId=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&textSources=Rovi-albums:en,Wikipedia:en,Rovi-artists:en,Rovi-compositions:en&tidal=max timed out after 59999 ms
09/16 19:46:09 Warn: [base_proxy] https://discover.roonlabs.net/1/performers/122:0:MN0000124492/albums/heydayv2?profileId=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&textSources=Rovi-albums:en,Wikipedia:en,Rovi-artists:en,Rovi-compositions:en&tidal=max -> NetworkTimeout (http 998)
09/16 19:46:09 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/featured/collaboration exception=System.Net.WebException
09/16 19:46:09 Debug: [easyhttp] [38384] GET to https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/featured/collaboration?profileId=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&tidal=max timed out after 60000 ms
09/16 19:46:09 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/performers/similar exception=System.Net.WebException
09/16 19:46:09 Debug: [easyhttp] [38386] GET to https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/performers/similar?profileId=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&languages=en,%3Een&tidal=max timed out after 60000 ms
09/16 19:46:09 Warn: [base_proxy] https://discover.roonlabs.net/1/performers/122:0:MN0000124492/featured/collaboration?profileId=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&tidal=max -> NetworkTimeout (http 998)
09/16 19:46:09 Warn: [base_proxy] https://discover.roonlabs.net/1/performers/122:0:MN0000124492/performers/similar?profileId=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&languages=en,%3Een&tidal=max -> NetworkTimeout (http 998)
09/16 19:46:09 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/featured/coveredperformer exception=System.Net.WebException
09/16 19:46:09 Debug: [easyhttp] [38389] GET to https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/featured/coveredperformer?profileId=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&tidal=max timed out after 60001 ms
09/16 19:46:09 Warn: [base_proxy] https://discover.roonlabs.net/1/performers/122:0:MN0000124492/featured/coveredperformer?profileId=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&contentPreferences=avoidMqa&tidal=max -> NetworkTimeout (http 998)
09/16 19:46:09 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/performers/alsofrom exception=System.Net.WebException
09/16 19:46:09 Debug: [easyhttp] [38391] GET to https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/performers/alsofrom?profile=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&textSources=Rovi-albums:en,Wikipedia:en,Rovi-artists:en,Rovi-compositions:en&tidal=max timed out after 60001 ms
09/16 19:46:09 Debug: [http] request failure: timeout host=api.roonlabs.net service=discover url=https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/performers/top exception=System.Net.WebException
09/16 19:46:09 Warn: [base_proxy] https://discover.roonlabs.net/1/performers/122:0:MN0000124492/performers/alsofrom?profile=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&textSources=Rovi-albums:en,Wikipedia:en,Rovi-artists:en,Rovi-compositions:en&tidal=max -> NetworkTimeout (http 998)
09/16 19:46:09 Debug: [easyhttp] [38393] GET to https://api.roonlabs.net/discover/1/performers/122:0:MN0000124492/performers/top?profile=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&tidal=max timed out after 60001 ms
09/16 19:46:09 Warn: [base_proxy] https://discover.roonlabs.net/1/performers/122:0:MN0000124492/performers/top?profile=ddd8e72d-860b-4f82-b0a6-7744ecc469ff&c=tidal-gb&tidal=max -> NetworkTimeout (http 998)
09/16 19:46:09 Debug: [http] request failure: timeout host=api.roonlabs.net service=browse url=https://api.roonlabs.net/browse/1/performers/122:0:MN0000124492/albums exception=System.Net.WebException
09/16 19:46:09 Debug: [easyhttp] [38394] POST to https://api.roonlabs.net/browse/1/performers/122:0:MN0000124492/albums?discographyVersion=2&grouping=auto&ordering=originalReleaseDate&ascending=false&genresMode=and&rolesMode=and&composersMode=and&conductorsMode=and&producersMode=and&ensemblesMode=and&performersMode=and&labelsMode=and&c=tidal-gb&contentPreferences=avoidMqa&languages=en,%3Een&tidal=max timed out after 60000 ms
09/16 19:46:09 Warn: [base_proxy] https://browse.roonlabs.net/1/performers/122:0:MN0000124492/albums?discographyVersion=2&grouping=auto&ordering=originalReleaseDate&ascending=false&genresMode=and&rolesMode=and&composersMode=and&conductorsMode=and&producersMode=and&ensemblesMode=and&performersMode=and&labelsMode=and&c=tidal-gb&contentPreferences=avoidMqa&languages=en,%3Een&tidal=max -> NetworkTimeout (http 998)
09/16 19:46:09 Trace: [performer/albums] Browser load from service took 60026ms
09/16 19:46:09 Debug: [http] request failure: timeout host=api.roonlabs.net service=browse url=https://api.roonlabs.net/browse/1/performers/122:0:MN0000124492/tracks exception=System.Net.WebException
09/16 19:46:09 Debug: [easyhttp] [38395] POST to https://api.roonlabs.net/browse/1/performers/122:0:MN0000124492/tracks?grouping=performance&ordering=popularity&ascending=false&genresMode=and&rolesMode=and&composersMode=and&conductorsMode=and&producersMode=and&ensemblesMode=and&performersMode=and&worksMode=and&labelsMode=and&periodsMode=and&formsMode=and&instrumentationsMode=and&c=tidal-gb&contentPreferences=avoidMqa&languages=en,%3Een&tidal=max timed out after 60001 ms
09/16 19:46:09 Warn: [base_proxy] https://browse.roonlabs.net/1/performers/122:0:MN0000124492/tracks?grouping=performance&ordering=popularity&ascending=false&genresMode=and&rolesMode=and&composersMode=and&conductorsMode=and&producersMode=and&ensemblesMode=and&performersMode=and&worksMode=and&labelsMode=and&periodsMode=and&formsMode=and&instrumentationsMode=and&c=tidal-gb&contentPreferences=avoidMqa&languages=en,%3Een&tidal=max -> NetworkTimeout (http 998)
09/16 19:46:09 Trace: [performer/tracks] Browser load from service took 60001ms
09/16 19:46:09 Debug: [http] request failure: timeout host=api.roonlabs.net service=browse url=https://api.roonlabs.net/browse/1/performers/122:0:MN0000124492/works exception=System.Net.WebException
09/16 19:46:09 Debug: [easyhttp] [38396] POST to https://api.roonlabs.net/browse/1/performers/122:0:MN0000124492/works?grouping=none&ordering=popularity&ascending=false&periodsMode=and&formsMode=and&instrumentationsMode=and&c=tidal-gb&tidal=max timed out after 59999 ms
09/16 19:46:09 Warn: [base_proxy] https://browse.roonlabs.net/1/performers/122:0:MN0000124492/works?grouping=none&ordering=popularity&ascending=false&periodsMode=and&formsMode=and&instrumentationsMode=and&c=tidal-gb&tidal=max -> NetworkTimeout (http 998)
09/16 19:46:09 Trace: [performer/works] Browser load from service took 60000ms
10

Hey @Henry_Buckle,

Thanks for sending over the logs and the new slowness reports.

We recently resolved an issue in this area, so can you please confirm whether you are still seeing this right now?

11

Thanks for your update.

Just out of curiosity, does this issue affects local music playback?

12

Yes it is back to normal, It would have been the same as the other issue

@maddib - it doesn’t break local playback it just makes it really slow to load an artist page