Roon Performance Issues Post Subscription Activation (ref#PUSVPU)

Support
1

What best describes your playback issue?

· Music stops playing unexpectedly

What type of Zone is affected by this problem?

· *Network Zones* are affected.

Is the affected network Zone connected with Ethernet or WiFi?

· WiFi

Does the issue affect all file formats?

· The issue affects *multiple/all* file formats.

Does the issue happen with local library music, streaming service music, or both?

· *Only streaming* music is affected.

Please select the streaming service(s) with which you're encountering playback problems.

· Qobuz

Have you tried logging out and back in again to your streaming service in Roon Settings?

· Logging out and back in had no impact, the issue remains

Do you have an approximate timestamp of when the issue last occurred?

· From the moment I signed up to right now. I have not been able to reliably enjoy music through roon.

What are the make and model of the affected audio device(s) and the connection type?

· kef ls50 wireless ii - ethernet

Describe the issue

It feels like roon worked perfectly when I was on a free trial, and as soon as I paid for a subscription, it immediately stopped working smoothly!! Incredibly unreliable playback, songs constantly cutting out or just stopping entirely. I got roon so I could enjoy my kef ls50 wireless ii speakers to their fuller potential, but often, they aren't even visible on the roon app as an audio option. I have a deco x95 mesh system for the internet, we have one of the highest internet options in Australia (reliably over 330mbps download / 35mbps upload via wifi, more via ethernet), and operate roon from my MacBook Pro 14 inch Nov 2023. I am now very diligent in updating all software immediately, as I've found that has been the problem a few times. I've also now directly wired all the speakers via ethernet to the deco, in case it was a problem with the wifi. Since starting my subscription, I have never once been able to enjoy it. Just now, I've just been trying to play music through roon casting: it was playing each song for about 2 seconds, then cutting out, then starting the next one. I then switched over to Chromecast output through the app instead and it was playing a little longer, but still cuts out constantly while still trying to keep playing the song - was not listenable. Now, I'm playing the same album through qobuz in the kefs app, and it is playing PERFECTLY. roon has a much better interface - but if the music itself doesn't work, I'm inclined to seek a refund.

Describe your network setup

As above. High speed internet, deco x95s wired to kef ls50 wireless ii speakers via brand new ethernet cables. roon via MacBook Pro

2

While we’re waiting for the Support Team to pick up your issue, a couple of questions: is your Roon Server also on your MacBook Pro and does this have a wired ethernet connection or is it using wifi also? Thanks.

And this Help article may be useful reading:

3

I’ve ended up connecting my Roon Server to Ethernet. As even with full wifi strength and about 700 mbit connection speed Roon would behave like in your case. Track skipping, freezing etc.

Ever since I have connected to Ethernet, Roon plays flawlessly here. Everything else that I am using runs perfectly fine with wifi, only Roon does not.

Try connecting your server to Ethernet and see if that improves things.

4

Good day @rhys !

I hope you’re doing well today.

Thanks for sharing your issue.

What you are describing could really be an indicator of network latency.

Thus, as the best practice we do recommend keeping the Device hosting Roon Server wired to the router.

If you did not use your laptop(Roon Server) plugged with ethernet to the router before - please try to do so, this is likely to solve your problem.

If your laptop was on the Ethernet during music playback please share with us your logs from Roon server and we will investigate the issue.

Here is how you can access Logs :

. We would need logs from RoonServer (not from just “Roon” folder).

And here you can upload it for us:
https://workdrive.zohoexternal.com/collection/8i5239cc05950ac07456889838d9319545a82/external

Looking forward to your reply!

Regards.

7

This thread is closing due to inactivity, having never received a response from the OP.

If you require further assistance, @rhys, we’ll promptly respond if you submit a new tech support request. Thank you!