Sonicorbiter System Issues Post Power Cut: Roon>HQPlayer Progress Bar Static (ref#7WV0GS)

Support
1

What best describes your playback issue?

· Music doesn't start when I press "Play"

What type of Zone is affected by this problem?

· *Directly-connected Zones* are affected.

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?

· *Both streaming and local* *library* music are affected.

Do you encounter any playback errors with the "System Output" Zone?

· The System Output has *no problem*, it's only my other Zone.

How is the affected Zone connected to your RoonServer machine?

· Cable (USB, HDMI, SPDIF, etc.)

Is your device connected directly to the Roon Server via cable or over the network, or is it chained through another device (such as a streamer, Roon Bridge, or Roon Remote)?

· Connected directly to my RoonServer machine

Does the device show up at all in Roon Settings -> Audio?

· Yes, it shows up there, but it isn't Enabled

Does the "Enable" button unlock the Zone?

· I pressed Enable, but the Zone remains disabled

Does the device play audio from another source when using the same connection?

· The device has no problems with another audio source

Have you checked that Roon is whitelisted in any firewalls?

· I've checked the firewall and the issue remains

If the device has multiple output options, do the other options work as expected?

· Only one output type is affected while the other output type works as expected

Is the device using the latest firmware as per the manufacturer?

· Firmware is up-to-date but the issue remains

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

· Sonicorbiter i7 32meg

Describe the issue

My system was Sonicorbiter>Roon>HQPlayer>opticalRendu>Hugo TT2. It was working fine, until we had a short power cut. Everything seemed to be working, The signal path was correct, The Blue light was on, but the progress bar was static. I thought it may be the opiticalRendu, so I removed it and went from the sonicorbiter via USB to the TT2. I played with the Zones and had Roon>TT2 which worked fine. But Roon>HQPlayer>TT2, had the blue light on but no movement of the progress bar, the porthole light on the TT2 turned blue. Ive done everything I can think of to no avail

Describe your network setup

No, there was a short term power cut, perhaps two or three minutes

2

Hello @Rob_Higginson

I think the next step here is to enable some diagnostics on your account so our technical staff can get some more insight into what’s going on here.

However, before I enable this feature, I’d like to ask for your help ensuring we gather the right information.

First, can you please reproduce the issue once more and note the time at which the error occurs. Then respond here with that time, and I’ll make sure we review the diagnostics related to that timestamp.

3

I can’t really simulate a power cut, I can pull the plug, reboot and then play through Roon>DAC, which has worked, and then try Roon>hqplayer>DAC, which hasn’t worked

4

Hello @Rob_Higginson

You do not need to simulate a power cut. What you have just described is the reproduction we need.

Please run exactly that: pull the plug, let everything come back up, confirm that Roon straight to the DAC plays, then switch to Roon through HQPlayer and let it fail. The only thing missing is the clock time. Please note the time it fails, to the minute, along with your timezone.

Three other things while you are doing it:

  • the exact wording of whatever Roon shows at the moment it fails
  • whether HQPlayer itself shows any error, or appears to be running normally
  • the name of the zone as it appears in your Roon audio settings

We also need you to send us the logs by hand, because we are not receiving them automatically from your machine. Please take them after you have reproduced the failure, so the event is actually in them. Instructions are here:

And please upload them here:

https://workdrive.zohoexternal.com/collection/nocvrfc5b2ddab55140af8640f1d7ce13291e/external

Once they are up, please post here to let us know, along with the timestamp, and we will go straight to those few seconds rather than reading through a whole day.