Roon connection issue after full-fibre internet upgrade with Innuos Statement server (ref#QMD5IO)

Support
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What’s happening?

· I'm having trouble logging in

Where are you having trouble logging in?

· I can't log into the Roon app

Describe the issue

Recently I had a full-fibre internet upgrade into my house (as copper wire lines are being phased out in the UK) which did cause significant initial issues with my dedicated DrayTek router. This was sorted by my installer engineer until a crash yesterday afternoon.

My downloads and ripped CDs are on an Innuos Statement dedicated music server into a Meridian/dCS system. I repeated a process which worked previously to restore full contact with Roon: shutting down the Statement for over an hour, then overnight and I’ve just tried a third time with a four hour shutdown. I also powered down the entire Meridian/dCS system and the router this last time but the red triangle/ ! on my Roon homepage keeps reappearing: "Metadata improver: Paused
Roon is having trouble verifying your connection with our servers, so metadata improvement has been
paused. Check your Internet connection and make sure you are running the latest version of Roon" (which I am).

What is significant during these recent attempts to reboot is that the initial white powering-up button on the Statement goes out when it should be turning blue (server active) but returns white (when I think it should have established the full link with Roon) and (after the same time lapse) does go blue. My system is operational but the red warning triangle / ! indicates no internet radio and presumably no access to Roon updates or its metadata base.

Describe your network setup

DrayTek dedicated router, Plusnet internet provider, Innuos Statement server into Meridian DSP9s speakers. Chord SarumT digital cables.

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Hi @Graham_Griggs ,

Thanks for reaching out with your report. I wonder if with the fiber upgrade, the DNS servers also for your ISP were also changed?

We have seen users have a better experience in the past if they change their Router’s DNS servers from the ISP provided ones to Cloudflare DNS, Quad9 or Google DNS.

Can you please give this a try and let me know if it helps?

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Hi Noris, Thanks for picking this up. I have (at least for now) solved the issue with the help of Innuos Customer Support. I was asked to switch the Statement server to stand-alone mode and then back to Roon Core. And it worked. The Innuos is again communicating with the Roon servers - although I have no idea why!

I have copied in Kevin from Martins HiFi who was the digital engineer who set up my system in the first place and will understand the ISP alternatives. I’m afraid I come from the wrong era to understand any of it…

Thanks again for your assistance and advice - which may still come in handy if the issue returns.

Yours

Graham

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