Sound cuts off halfway in a song and then cannot play music

Support
1

I have roon installed on mac mini and control the core with an ipad mini. The mac mini is connected to a moon 280d dac.
I start playing music and halfway through a song the sound cuts off even though the song shows it is playing. after that I cannot get play any song- that is, I press play and the song shows as if it playing but i no longer have sound.
This is now recurring regularly.
I have to close down roon on computer + app and then start again- then music plays normally for a while and cuts off again.
Please help

2

Hello @pierluigi_gastone,

I have enabled diagnostics on your account so our technical staff can get some more insight into what’s going on here. The next time your Core is active a diagnostics report will automatically be generated and uploaded directly to our servers

Once that’s been received, I’ll be sure to update this thread and pass the diagnostics over to the team for further analysis.

-John

4

many thx.
i tried restarting computer altogether and installed all updates but problem keeps on recurring- sound shuts off even though song appears like it is progressing. And after that cannot get sound on any music.

5

I had a similar situation recently, too. Played a Tidal track of about 15 minutes in length, which was not yet part of my library. Approximately at the middle the sound stopped, but the trackbar continued to move. If @support needs additional data for reproduction, please feel free to enable diagnostics on my account as well. Not sure when I will have the next listening session though - very busy week ahead.

6

Hi @pierluigi_gastone — I wanted to reach out because I have been keeping an eye on our servers looking for the mentioned diagnostics report and it seems that it is not reaching our servers for some reason. I have tried re-enabling diagnostics on your account a few times and still, no luck.

In light of this may I very kindly ask you to use the directions found here and send us over a set of your Roon logs from the device hosting your Roon core via a shared dropbox link in a PM addressed to me.

Additionally, I would like to gather some more insight on this observation that has been made from you, and @Kevin_Ketterle. Please see below:

Further Data Gathering - @pierluigi_gastone:

  • Are you noticing this behavior with locally stored content and TIDAL content as well?

  • If you have any other active audio zones besides the Moon 280d, are they exhibiting the same behavior?

  • Are you noticing any patterns in behavior before the sound is cutting off?

  • I understand from your report that you are having to reboot the core machine when this is happening, does rebooting the DAC ever yield a change behavior?

Further Data Gathering - @Kevin_Ketterle:

  • Are you noticing this behavior with locally stored content as well?

  • Do you see this behavior with all of your active audio zones or just some?

  • How reproducible is this behavior? Is it occurring during every listening session multiple times or does this appear to be happening intermittently?

  • Since noticing this behavior have you rebooted not only your core machine and affected endpoint(s), but any relevant networking hardware as well?

-Eric

7

In the meanwhile, I have listened to the broken tracks with the native Tidal app. The results were the same, so the tracks seem to be bad on Tidal side. Currently there is no hint any more that Roon would have a playback issue.
Anyway, thanks for your assistance.

1 Like
8

Closed due to inactivity. If you are still seeing this issue, please open a new support thread.