Thanks @Kay_Levermann! As mentioned in my previous, now that I have a sense as to when the error occurred I am going to be enabling diagnostics on your account. What this action will do is automatically generate/upload a diagnostics report to our servers the next time your Roon core comes online.
When the report is received, I will be sure to follow up to confirm that we’ve go it.
Hi @Kay_Levermann ----- Thank you for your patience here while our tech team has been looking into this issue for you.
To bring you up to speed the team has noted that they are seeing some responses in the logs related to the communication with the OPPO device that the team is currently waiting on information about form our developers. In the mean time the team has asked for the following:
When you ran the test with NAS temporarily left out the equation and a USB storage device mounted directly to the NUC, how long was this configuration left in place?
If I am not mistaken (please due correct me if I am wrong) you have no other audio zones besides the Oppo, correct? If you do happen to have other zones active, please remind me if you experience the same issue.
Hi @Kay_Levermann ----- Thank you for your patience and my apologies for the wait. Things have been a bit slower than we’d like due to the holiday season so your understanding is very appreciated!
Moving froward, I had our techs re-analyze the Roon logs that were attached to the received diagnostics report once more to see if there were any traces that could be pointing to the cause of this behavior with the 203. The team has update my report and have confirmed that they’re not seeing anything conclusive in either your Roon or RAATServer logs.
However, the team has suggested further testing with the NAS storage temporarily out of the equation as this was the one troubleshooting exercise that yielded a positive change in behavior with the 203 audio zone. As per the request of the team may I kindly ask you for the following:
Please reproduce the issue once more and provide the following:
Note the time of day when the error has occurred.
Note what track/album was being played when the error occurred.
Please place a days worth of media on the same external HD used in the previous test, temporarily disable the network storage location in the app, and mount the external HD to the NUC again. Watch the thumb drive in the application for a day and monitor the performance of the system.
Let me know the date when the local storage test was ran as I am certain the team is going to want to see log traces from that test run as well.
finally I found the dates I made notes of. Hopefully these are not too old for you. We had loss of connection on 10.01. at 18:43, 12.01. at 16:39, 19.01. at 16:25, 21.01. at 16:37 and 30.01. at 17:52. As allways, after the reconnection everything went fine.
On 13.01. at 13:59 we had a problem with slow loading of the music.
Whenever the mentioned problems occoured, there were only a smartphone and a tablet running in the same network.
Times are all CET.
We were still not able to test the usb-drive connected to the nuc directly. I hope that I find some time to test it this weekend.
Hi @Kay_Levermann ----- Thank you for the follow up, very appreciated.
I just checked the first diagnostics report we received and the earliest date in the log traces are from November the 15th (2017), so unfortunately the time frames provided above from October 1st will no longer be available in Roon logs.
Before we go about gathering new logs/time stamps I think the best course of action will be to perform the “USB-drive test” first. At your earliest convenience would you kindly perform the following:
Please reproduce the issue once more and provide the following:
Note the time of day when the error has occurred.
Note what track/album was being played when the error occurred.
Please place a days worth of media on the same external HD used in the previous test, temporarily disable the network storage location in the app, and mount the external HD to the NUC again. Watch the thumb drive in the application for a day and monitor the performance of the system.
Let me know the date when the local storage test was ran as I am certain the team is going to want to see log traces from that test run as well.
Hi @Kay_Levermann ----- Thank you for clarifying that information for me, I will be sure update your ticket so our tech team have an idea when the issue was observed
Please also be sure to let me know how the external HD test goes as I am certain the team is going to want to hear the observations you make during that data gathering exercise. Many thanks!
I had some time yesterday, and I was able to try the external hard disk on the USB-port of the NUC. Also with the USB-harddisk it appears, that everytime the OPPO is powered on, the problem with the loss of connection occurs. I have tried it three times (04. Feb. 09:16; 12:37 and 15:39 CET). With each try, I put power on and start an album. Allways at the first track (mostly the first seconds), roon lost connection. After reconnnection, everything went smooth.
I will come back to you with the next dates, times and tracks when it happens again with the NAS attached.
Hi @Kay_Levermann — I wanted to reach out to you because I was preparing to pass back your ticket to our tech team with the newly received diagnostics report and I noticed some logs files missing, which usually indicates that there was an issue with the upload
In the interest of expediting this process to the best of my ability may I very kindly ask you to please provide us with a set of you “RoonServer” logs using the instructions found here.
Just for your information, lately we did not have that much problems. Only on Feb. 06, at 18:30, we had another loss of connenction. The track was Eric Bibb, A selection of analouge Bibb, title no. 1, Wrapped up in her arms.
HI @Kay_Levermann ----- Thank you again for your continued feedback and more importantly for your patience while our techs have been investigating this behavior.
Continuing forward, the team has asked if you notice any dropped connections between on any of your remote devices and your core when this behavior occurs? The team has pointed out that in the logs you have been providing to us thus far when the error occurs we almost always see a loss in connection between a remote and the core.
we had no loss of connection between the remote and the core. Everything went smoth, we only have to press the play/pause button or play this Album, and thats it.
Hi @Kay_Levermann ----- Thank you for the follow up and the patience. My apologies for the wait.
I first wanted to see how things have been performing with the 203 as you had mentioned that lately things seem to be performing better. Is this still true? Any new progress or observations to share?
Additionally, in thinking about this issue, I was reminded that the 203 has an HDMI audio input option. Can you verify what the behavior is like with the 203 mounted directly to the NUC via HDMI?
-Eric
Note: If you are going to perform the above test, HDIM output is used (typically) for multichannel playback, when performing this test your “multi channel mixing strategy” should be set to “downmix as needed”.