Track Freeze Issue on Roon iPhone App (ref#RHHOBB)

Support
28

Yes, Roon Server is still running when I encounter iPhone freezing.
It seems there is no problem on Roon Server (My Mac).
I don’t know how to get Logs of Roon Server.

29

Hi @111157,
Information on how to access your logs can be found here. We have a ticket in with the dev team for this issue. We will let you know when we know more.

30

I opened Finder and Library folder on my Mac, but there wasn’t Roon or RoonServer holder.

32

That is very strange that there was no Roon folder anywhere on your Mac. We see your Roon server contacted our servers 7 hours ago. We did manage to collect some logs from our side so we will proceed with those and let you know when we have found a solution for you.

33

Thank you. I’ll leave it to you.

34

Looking at your logs we found Roon installed in /Users/ryujiromuramatsu/Library/RoonServer/ on your computer. Did you follow all of the below steps when you looked for the folder before?

macOS Server

  1. Open Finder and click Go in the top bar

  2. Hold down the Option key (or Alt)(⌥) to unhide the Library folder

  3. Click the Library folder

  4. Find and open the Roon or RoonServer folder

35

Thank you, I have been able to open RoonServer folder.

36

Hi @111157,

We’ve noticed that your RoonServer is relying on two network interfaces (probably ethernet and WiFi connected simultaneously to the same router).

To eliminate the possibility that this symptom occurs when the RoonServer machine switches between connections, please disconnect the WiFi temporarily and then reproduce the issue. Provide an approximate timestamp here of that reproduction event. From there, our developers have prepared some next steps with which we can proceed, if you’re willing.

Thank you!

37

I disconnected the Wi-Fi on Mac(Roon Server), but the problem still remained.
Approximate timestamp was 9/5 13:04.

39

Thanks you for providing that time stamp. We noticed that there was some missing time in your logs. This is something our dev team needs to take a look at to determine the cause. While I cannot give you an exact timeline please be assured that we are investigating this.

40

Hello @111157 ,

Can you please confirm if this issue is still present at the current time or if it has been solved in one of the previous Roon releases?

41

When I used Tidal for music streaming, the issue sometimes occured. But,I haven’t met
this issue after I changed from Tidal to Qobuz.

42

Yesterday I informed you that I hadn’t met this issue after I changed from Tidal to Qobuz.
But I experience the same issue in the case of Qobuz. Today, I listen the music of Qobuz playlist. After my iPhone goes to sleep mode, I wake up the iPhone and check the roon screen.
In the bottom of screen, a name of tune which I listened before is displayed. It is not a now playing tune. And there is not two bars mark (Stop), but is triangle mark (Play) . I can’t control (stop) a now playing tune from the iPhone. Then I quit roon app on the iPhone and open it again. The issue is recovered.

44

Hello @111157 ,

Thanks for confirming that the issue is still ongoing. I am trying to review the error logs for your Roon Server, but I noticed that the logs are a bit unclear, as Roon keeps trying to mount a storage location over and over again: \\192.168.1.15\internal. If you do not need this storage location, can you please try to disable it under Roon Settings → Storage? After disabling the storage location, please let us know the exact local time + date + track when you next observe the behavior and we will check the logging again for clues, thanks!

45

I disabled a storage location \192.168.1.15\internal. It is invalid because I chaged my home network configuration.
Along with that, I met another issue. Therefore I posted Unable to add network share due to IP address change (ref#19A7BO).

46

I will inform you the following items
the exact local time : 13 December 16:15

47

Hi @111157,

At your convenience, can you please 1) recreate this issue on the affected iOS device and 2) use the directions for the iOS section found here and send over a set of logs to our File Uploader?

Thank you!

48

OK. Anytime possible.

49

Hi @111157,
Did you upload the logs that @connor asked for? If you did please let us know what you named the file.

50

Sorry. I haven’t uploaded it yet because I can’t capture it properly, I’ll let you know when it’s ready.