Roon update download fails to install (ref#J4YOH4)

Support
1

Hi! What’s not quite right with Roon?

· None of the above quite fits

None of the above quite fits

· None of these quite match

Tell us what's going on

· Roon will try to download updates but they fail to install.

Tell us about your home network

· Comcast business router—direct Ethernet to sonic transporter

2

Hi @davesky2003,

Roon failing to install an update usually comes down to either the local install state or a network path issue during the download and handoff. Since you mentioned a SonicTransporter, I’d like to narrow down whether this is the Roon Server on that machine or a remote app on another device that is failing.

Could you confirm two things for us:

  • Is there any change in behavior if you perform a full reboot of your SonicTransporter and networking gear?
  • Was it working before, and if so, what changed recently on the network or on the SonicTransporter?

When you have a moment, please also check whether the SonicTransporter is on the latest supported software for your setup. Since this is a Small Green Computer device, this article may help with the current Roon requirements for that platform: Roon Software Update – Minimum Requirements Update for SonicTransporter.

If you can share the exact failure behavior, we can decide whether this is best handled as a reinstall issue or a compatibility issue. Thank you.

3

Hi Nori’s,

No change in behavior noticed. I saw a note to update Roon software and selected it. The update failed to work----multiple times.

Sonic transporter is on latest software and has been working.

Very weird as Roon software has historically been reliable when updating----I am many year customer of Roon.

Is a head scratcher…

Thanks Dave

4

Hi @davesky2003,

Our diagnostic servers indicate that the server instance hosted on the sonicTransporter hasn’t been active (or at least hasn’t reached our servers) in the last four days. It looks like this issue is still plaguing your setup; Roon definitely won’t find the most recent update if it’s offline.

What do you in the sonicTransporter webUI itself? Do you see RoonServer as an active, installed application?

If you have a Backup of your database, you can try deeply uninstalling and reinstalling the server itself. You’d need to expose the DB, delete it, and reinstall RoonServer, following the steps outlined here. You would then restore from a Backup after connecting to the new server/DB. This will download the most recent version of Roon, but you should avoid this step unless you have a recent, accurate Backup you can use to restore the DB.

We’ll watch for your reply. Thank you!

5

Your SonicTransporter was able to deliver a log set and it looks like your are having constant network timeouts in the logging. Do you have Comcast Constant Guard turned in in your router? This setting caused issues in the past. Also, 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 us know if it helps?