Roon Nucleus One not connecting to internet and failing to load songs (ref#AR7ES8)

Support
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Thank you Geoff

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Hi @Michael_Lopez,

Thanks for the follow-up! A fresh diagnostic report is showing the same 401 error:

Warn: [Broker:Media] [qobuz] [http] error result from http request: {"status":"error","code":401,"message":"Current authenticated user is not authorized to perform this request"}

Can you please navigate to Roon Settings>Services>Qobuz and share a screenshot?

Are you able to stream audio from the Qobuz player without issue?

Thank you!

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IRoon Shot
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I can stream audio directly from Qobuz and from the Lumin and Eversolo app with no issues.
I am now getting refreshes on the Roon app constantly and then waiting for Roon server error.

Thanks,
Mike

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Hey @Michael_Lopez,

Thanks for the update!

As a next step, our development team would like to attempt reproduction of your issue using a copy of your current Nucleus database.

Here’s how you can help:

  1. Zip up your RoonBackups folder (right-click it and select “Compress…”):
  2. Submit the .zip file to us through our Database upload portal

After you’ve been able to successfully upload a database copy, we’d next be curious to see how things feel after you’ve performed a Roon Server database refresh - steps to follow below:

  • Create a Backup of your current Roon Database
  • Stop RoonServer from running in Nucleus’s WebUI
  • Navigate to your Nucleus’ Database Location
  • Find the folder that says “RoonServer”
  • Rename the “RoonServer” folder to “RoonServer_old”
  • Restart the RoonServer in the WebUI to generate a new Database
  • On the Roon Remotes, press “Use another Roon Server” and connect to the new database

We’ll be on standby for your reply! :+1:

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Submitted the Roon Database as requested.

Thanks , Mike

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Did a fresh database, still issues ongoing.

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Hi @Michael_Lopez,

Thanks for uploading! Our team will take a closer look.

In the meantime, since so much time has passed, can you give a brief update of your current issues? Is it primarily Qobuz playback failures?

If so, is it primarily when attempting to play content from Qobuz playlists? Are these playlists available on Qobuz directly?

Thank you!

54

Benjamin,

Thanks for the update. Yes, this occurs very often when accessing Qobuz songs and Roon Playlists I have made with Qobuz. Issues are: slow response, songs will loading and not play for minutes, Roon server refreshes at least 3-4 times a day in the middle of listening to a song. It does happen with some Tidal songs but mostly with Qobuz.The other issue is if I leave Roon app open on my iPad Pro screen When I return maybe a hour later, the song I was listening to when I stop will not play ( have waited 10 minutes for it to play) but if I skip to another song in the playlist the song will load and play in 45 seconds or so. I also get the occasional retry signing into to Qobuz, I press retry and it will sign back in.

Hopefully this gives some insight with some of the issues I have encountered.

Keep me updated on what your team finds on my database.

Thank you,
Mike

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Benjamin

Could these issues be related to perhaps an intermittent or bad Nucleus One network chip or interface?

Thanks,
Mike

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Hi @Michael_Lopez ,

I wanted to follow up with you here, how are things currently performing, are you still experiencing the issue? There was a recent Qobuz issue that was resolved, I don’t think it is related to the behavior you were experiencing, but I would be curious to know if there’s been any change.

Looking over your latest Nucleus logs, I do see the Ethernet connection drop 4 times in the span of one day, but in my experience it’s not usually due to the Ethernet on the Nucleus when this pattern emerges, but rather the router or a dodgy Ethernet cable.

If you’d like to get the onboard ethernet adapter out of the way as a potential problem source, you can try to use a USB → Ethernet adapter (make sure it is listed as Linux-compatible) and see if that prevents the issue from occurring. Let us know your findings when possible!

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Hi,

Thank you for following up on this issue. The Qobuz issue and the resulting fix by Roon has corrected 95% of my issues. Songs from Qobuz load mulch quicker and changing from song to song the delayed response has decreased dramatically. I am currently not seeing any disconnects and Roon Server restarts since the Qobuz issue was resolved.

Hats off and kudos to Roon for resolving this issue, its much appreciated.

Thanks,
Mike Lopez

2 Likes
59

Hi @Michael_Lopez ,

Glad to hear that the issue has been resolved on your end and delays/disconnects have been mitigated! Hopefully the system remains stable moving forward, but should you have any additional difficulties, just let us know via a new support ticket and we can take another look, thanks!

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