This is concerning my set up at my partner’s house.
This is a ROCK V1.0 (build 158) with roon V1.5 (build 323). I have an Arcam ir DAC connected directly to ROCK via USB. The music is on an internal drive in the ROCK.
The ARCAM shows up as device in roon (and it worked before the upgrade to 1.5). The ARCAM does work if I connect it directly to my MacBook.
But, when I try to play an album via ROCK, it shows all titels after each other, the violet light going on and off. But no music. It seems to start playing a song and then skips directly to the next song.
Normally if you play music to the Arcam, you hear a relay and the green light comes on. No click from the relay and no green light.
I re-scanned the library in roon, it found all the 30’000 songs but the issue remains.
This happens both for Tidal and songs that are on the internal SSD.
Any idea? I remember having this at home some year ago, but this was because the drive was not available.
Thanks for contacting support, I’d be happy to help you out here!
Based on the observations that you have provided, I would like to see if we can trigger a change in behavior here by having you test with a fresh “RAATServer” folder in place. With this in mind may I very kindly ask you to please to try the following steps (see below) and see if it resolves the issue you are facing. Looking forward to hearing your observations!
Before anything, please make a backup of your Roon Database.
Next, please access ROCK’s webUI and stop the RoonServer process from running
Once the RoonServer process has been stopped please connect to the “data” folder on ROCK via another computer (i.e smb://ROCK/Data).
After you have accessed the “data” folder please locate and delete the current “RAATServer” folder that’s in place.
Now that the RAATServer folder has been deleted, please start the RoonServer process again from the WebUI for Roon to generate a new RAATServer folder and let me know if this resolves your issue.
Sorry to hear that you are unable to delete your RAATServer directory. What exactly is going wrong with the deletion, are you unable to delete the directory or are unable to access it? You can follow instructions here on how to access the storage area of the NUC if that is what was failing for you. If it is not allowing you to delete the folder, that is because you must first Stop the Server from running from the Web Interface, attaching a screenshot below of what it should look like. I would suggest above all else that you try the RoonServer refresh first as that usually solves the majority of playback issues.
Thank you for your answer. Sorry about the misunderstanding, my bad. I was able to delete the RAATserver directory. What I meant was that the symptoms remained. I repeated deleting of the directory twice.
I took the NUC home and it works well with the Dragonfly red and my Naim V1 DAC directly connected to the USB ports. So it seems to be an issue with the ARCAM DAC.
I disabled the DSP engine already. That did not help. Cannot remember if I enabled exclusive mode.
I will install the latest update the Arcam DAC and give you feedback.
Thanks for updating the drivers and trying it on different devices, yes I meant firmware when I mentioned drivers, should have specified that a little more, my apologies. There is no way to roll back to previous Roon versions because the changes and bug fixes we make in new Roon App updates are considered very important and we want to make sure all of our users are on the newest versions at all times to avoid any discrepancies or issues that just affect user running older versions of our App. With that said, I am confident that we can get to the bottom of this issue and have you running up and running in our newest build.
This may be an unrelated suggestion, but I was just looking at some device screenshots from the ARCAM site and noticed an interesting toggle on the back of it.
What do you have your USB class toggle set to? I noticed you are using drivers for USB Audio 2.0, can you confirm that the USB class on the back of the ARCAM is set to USB II? Alternatively, if it is set to USB II can you see if you are experiencing the same skipping with it on USB I? Please let me know when you have a chance.
Sorry to hear that switching the USB class has not solved the issue at hand. The next step here will be to see what exactly is going wrong in the Roon Log files. I have gone ahead and enabled diagnostics mode on your account and what that will do is that the next time your ROCK is online, a report will automatically be generated and sent to our servers for further analysis. I have started a case for you with our QA team and I will be sure to update you once I hear back from QA what could be causing the skipping of songs on your Arcam. I appreciate your patience here while your case reaches QA and they have a chance to investigate and we will be in touch after I receive a report of their analysis.
I have enabled a diagnostic function on your account that requires a restart of your core to function correctly. After restarting your core, go to the “Device Setup” screen for your ARCAM DAC, click the “Show Advanced” button, and set the “Disable MQA USB HID Protocol” option to “Yes”. Let us know if this changes the behavior you are seeing!