Track refusing to play [Ticket Open]

@support
Hi,
I’m having a bit of a problem with a track on Otis Reading “the king of soul” album.
It’s a hdtracks download of the 92 track “ King of soul” in 24/192 Aif.
The particular problem track is track 3 on disc 4 “ i’ve been loving you too long (to stop now) [live in 1967]”.

The track plays with no problems on other audio players I have.
But in Roon, it just freezes and won’t start playback.
Even more strange is when that track is within a queue of tracks, when Roon reaches the track before it in the queue, it just jumps to that problem track and freezes.

Can anyone help, does anyone have any ideas or has experienced anything similar.
Thanks

Hi @Quark ---- Thank you for the report and sharing this observation with us. The feedback is appreciated!

Moving forward, to help us better understand why you may be having this issue with the mentioned downloaded track "(i’ve been loving you too long (to stop now)”) from HDTracks, may I very kindly ask you for the following:

  1. A brief but accurate description of your current setup using this link as a guide.

  2. Please provide a copy of the media in question via a shared dropbox link in a PM addressed to me for in house testing/analysis.

-Eric

Hi Eric,
Thank you so much for your quick and kind response.

I have enclosed Roon setup on one computer, controlled from the iPad app:

Mac mini (late 2012) fully updated to the latest macOS High Sierra
Processor: 2.6 GHz Intel core i7
Memory: 16 GB
Internal Hard drive: 250 GB SSD
External hard drive: G-Technology G-Raid 4 TB FireWire 800
All Music on the external drive.
USB cable sending audio to a Mytek Brooklyn DAC

I don’t do any upsampling, DSP is completely switched off.
The device settings are as follows:

Thanks, i’ll try and sort this dropbox link out for you now.

Hi @Quark ---- Thank you for touching base with me!

Confirming that I have seen the PM and downloaded the provided media sample. I can verify that I am seeing the same behavior you have reported here and as such I will be opening a ticket with the media attached for further analysis by our tech team. Once your ticket has been updated and passed back to me I will be sure to share the team’s thoughts/findings with you in a timely manor. Your patience during this process is appreciated!

-Eric

Thanks Eric

Hi Eric,

Is there any update on this issue?
No rush, just enquiring

Hi @Quark ---- Thank you for reaching out to me, hope all has been well!

I just checked on the status of your ticket and I can see that our QA team was able to reproduce the same behavior during their testing and have since passed over to the DEV team to investigate. While I can not provide an exact timeline as to when the DEV team will address this issued I can assure you that I will keep you in the loop on our progress as I am provided updates by the team.

Again, thank you for your patience but more importantly, thank you for your understanding during this process!

-Eric

Okay Eric, thanks for the update :slight_smile: