Save times out. No artwork

Support
1

Core Machine (Operating system/System info/Roon build number)
Roon 1.7

Network Details (Including networking gear model/manufacturer and if on WiFi/Ethernet)
Wi fi Orbi

Audio Devices (Specify what device you’re using and its connection type - USB/HDMI/etc.)
Innuous Zenith 3

Description Of Issue
Saving albums times out. I get a pop up saying it’s taking too long. When an album is saved there is no artwork.

This only happens to albums saved in the last 24 hours. Albums saved previously still have artwork.

I have cleared the image cache and enabled hidden albums. No luck. If I go to edit a saved album and identify album, the artwork usually is listed and I can save it.

3

Hi @Stephen_Brown,

Can you give a bit more information about the Core machine? Are you able to try connecting it to the network via Ethernet just as a test?

4

I can’t try Ethernet. Core is Innuous Zenith 3. I updated the Innuous firmware yesterday but not sure if that has anything to do with the missing artwork and slow saving issues.

5

I can’t connect by Ethernet. I updated the firmware on my Innuous Zenith 3 yesterday. Not sure if that’s related.

6

Hello @Stephen_Brown, could you please reproduce the issue one more time and reply here with a timestamp (in your local timezone) and the album you used so I can enable diagnostics for your account?

8

Beethoven works for flute-Emmanuel Pahud (qobuz)
2:21 pm pst

9

Hey @Stephen_Brown, I took a quick look at the diagnostic I pulled from your core and I’m seeing issues connecting to our servers from your core. Could you please try switching to google or cloudflare DNS and see if these issues persist?

12/11 11:22:24 Warn: [appupdater] Couldn't connect to update server: System.Net.WebException: Error: NameResolutionFailure
  at System.Net.WebConnection.Connect (System.Net.WebOperation operation, System.Threading.CancellationToken cancellationToken) [0x00044] in <e62def21d44c48f3979e0652288240b1>:0 
  at System.Net.WebConnection.InitConnection (System.Net.WebOperation operation, System.Threading.CancellationToken cancellationToken) [0x000cc] in <e62def21d44c48f3979e0652288240b1>:0 
  at System.Net.WebOperation.Run () [0x0009a] in <e62def21d44c48f3979e0652288240b1>:0 
  at System.Net.WebCompletionSource`1[T].WaitForCompletion () [0x00094] in <e62def21d44c48f3979e0652288240b1>:0 
  at System.Net.HttpWebRequest.RunWithTimeoutWorker[T] (System.Threading.Tasks.Task`1[TResult] workerTask, System.Int32 timeout, System.Action abort, System.Func`1[TResult] aborted, System.Threading.CancellationTokenSource cts) [0x000f8] in <e62def21d44c48f3979e0652288240b1>:0 
  at System.Net.HttpWebRequest.GetResponse () [0x00016] in <e62def21d44c48f3979e0652288240b1>:0 
  at Sooloos.Updater+WebUpdate.Load (System.String updateurl) [0x00028] in <5477466545d54656a739f37f07f53905>:0 
  at Sooloos.Updater+WebUpdate.CheckForUpdate (System.String serial, System.String userid, System.String coredeviceid, System.String deviceid, System.String product, System.String branding, System.String desired_branch, Sooloos.Version version, Sooloos.Updater+WebUpdate& update) [0x000c6] in <5477466545d54656a739f37f07f53905>:0 
  at Sooloos.Updater+<>c__DisplayClass27_0.<ScanOnce>b__0 (System.Object <p0>) [0x00036] in <5477466545d54656a739f37f07f53905>:0 
12/11 11:22:26 Info: Flushing kart data to server
12/11 11:22:26 Warn: while posting support data: System.Net.WebException: Error: NameResolutionFailure
  at System.Net.WebConnection.Connect (System.Net.WebOperation operation, System.Threading.CancellationToken cancellationToken) [0x00044] in <e62def21d44c48f3979e0652288240b1>:0 
  at System.Net.WebConnection.InitConnection (System.Net.WebOperation operation, System.Threading.CancellationToken cancellationToken) [0x000cc] in <e62def21d44c48f3979e0652288240b1>:0 
  at System.Net.WebOperation.Run () [0x0009a] in <e62def21d44c48f3979e0652288240b1>:0 
  at System.Net.WebCompletionSource`1[T].WaitForCompletion () [0x00094] in <e62def21d44c48f3979e0652288240b1>:0 
  at System.Net.HttpWebRequest.GetRequestStream () [0x00016] in <e62def21d44c48f3979e0652288240b1>:0 
  at Sooloos.Support.LogPoster.Post (System.String url, System.Collections.Generic.IEnumerable`1[T] postables) [0x0017b] in <aa5a160b594c468097e08df677da6423>:0

Also, we do recommend Ethernet in our networking best practices to avoid errors like these.

10

Sorry…I have no idea how to switch.

11

How do I switch to Google or Cloudfare?

12

The most effective way is to log in to your router and, if it will allow you, to change the addresses it has for DNS servers. Some ISP routers won’t allow the change.

13

Thanks. But I’m afraid I need step by step instructions (1. Do this 2. Now do this). I’m OK on computers but this stuff is new to me. Hate to abandon Roon but that may be my only option.

14

Well you could start by telling us what make and model of router you have. It will be written on it somewhere.

15

Orbi rbr50

16
1 Like
17

Hello @Stephen_Brown, ged has the right link there. Please let me know if you have any issues with the steps listed. Also thanks @ged_hickman1 for posting that!

18

Thanks for the help. I modified the dns settings for my Orbi per the instructions with the help of a computer consultant. Unfortunately, it didn’t fix the problems. Saving an album on Roon still times out and requires doing save two or more times. Art is still absent when an album can be saved. I’d appreciate any further advice.

19

Hello @Stephen_Brown, I wanted to confirm that this is happening after you’ve connected the core via Ethernet?

20

Yes-ethernet. Thanks for any help. Also, if I save an album there’s no artwork but if I go to the album and edit>identify album, the artwork appears and can be saved…kind of an awkward workaround.

21

Hello @Stephen_Brown, I’d like to collect another set of diagnostics so we can compare the results t other previous traces. Could you please reproduce the issue one more time and reply here with a timestamp (in your local timezone) and the album you used so I can enable diagnostics for your account?

22

Abegg trio 8:25 AM pacific time