Unable to download music in Roon ARC after update (ref#QD0GK1)

[Neal_Hemphill1 (Neal Hemphill)]

Hi! What’s not quite right with Roon?

· None of the above quite fits

None of the above quite fits

· None of these quite match

Tell us what's going on

· After updating Roon and Roon Arc, I'm still not able to download music in Roon Arc. I had a lot of music downloaded - I don't know if it's still there or not. Nothing is working regarding downloads in ARC.

Tell us about your home network

· Verizon router / yes there's an extender / no VPN / use ethernet for router to computer / Gigabit service

[alex_h (Alex)]

Hello @Neal_Hemphill1,

Thanks for reaching out to us with this question.

To help us investigate why the download is failing, could you please try to reproduce the problem one more time?

Please make a note of the following details when you do:

• Album Name: The specific album you were trying to download.
• Timestamp: The exact time the failure occurred.
• Timezone: Your local time zone.

Once we have that information, we will be able to locate the specific event in our server reports and identify the cause.

Thanks.

[Neal_Hemphill1 (Neal Hemphill)]

Hi - thank you -

I don’t know how to answer these questions. The banner you see in the photo above - “something went wrong / retry” is always there.

when I go to Albums or Tracks the download button is grayed out. if I go to a specific album there’s not download button. I’m relatively new to Roon and Roon Arc, and downloading in Roon Arc has been baffling me since day 1. I think it’s not functioning at all at this point. I can’t attempt to download an album in order to give you the information you requested.

[Neal_Hemphill1 (Neal Hemphill)]

nothing will play, let alone download. total fail at this point.

[Mikael_Ollars]

The tracks in your screenshot are all from Tidal, they are not possible to cache/download outside the Tidal app. This has nothing to do with Roon 2.60, same as ever.

[alex_h (Alex)]

@Neal_Hemphill1,

Thanks for confirming those details.

Could you please clarify if you are trying to download Tidal tracks or files from your local library?

Based on the screenshot you provided, it appears these are Tidal tracks. Please note that it is not possible to download Tidal or Qobuz content via Roon for offline use. That feature is reserved strictly for your own local files.

Regarding the failure:
Is the issue limited to the download attempt, or are you also unable to play these tracks?

Thanks.

[Neal_Hemphill1 (Neal Hemphill)]

This is what’s happening when I open ARC, sitting in front of my computer with the Roon server, which is working perfectly fine.

I had downloaded albums to my phone in Roon ARC from my ripped CD’s installed on my drive. They show up in Roon, of course, along with music I’ve selected from Tidal.

I don’t have a VPN or any profiles or anything that would block normal connection.

It’s obviously beyond the ability to download music to ARC. There’s something broken in the connection.

[benjamin]

Hey @Neal_Hemphill1,

Thanks for the update, could you please head to Roon Settings > Roon Arc and review if there is now an error code?

If so, copy and paste that error code here. Thank you!

[Neal_Hemphill1 (Neal Hemphill)]

Sorry - just realized you probably need the Port information as well. Here’s a more complete screenshot.

[Neal_Hemphill1 (Neal Hemphill)]

Also, I had deleted both Roon and Roon ARC from my iPhone, and reinstalled them, as one of the first steps when this all started happening.

[Neal_Hemphill1 (Neal Hemphill)]

This is what I’m seeing on the Mac in Roon Settings.

The little blue semi circle at the top keeps going but nothing happens.

[Rugby (aka Daniel or Big Dan)]

If you click on the blue circle it should indicate what it is doing.

[Neal_Hemphill1 (Neal Hemphill)]

Rugby - I think you hit it. I clicked the blue circle and it showed it was attempting to “Add Music to Library.” But it was pointed at a different external drive than the one I keep my music files on. How that happened, I don’t know. I hit the browse button and changed it, and hopefully this clear up this part of it? Maybe all of it? I’ll keep an eye on it and report back.

[benjamin]

Hey @Neal_Hemphill1,

Thanks for the screenshots! For ARC:

1. Toggle UPnP on/off in your router settings before attempting to autoconfigure again in Settings -> Roon ARC.
2. If your server is hardwired to an access point or managed switch, try connecting it directly to your upstream router before attempting to autoconfigure again in Settings -> Roon ARC. 
3. Restart your network hardware and update router firmware.
4. Try to set up manual port forwarding in your router.
   • Make sure the IP/Port matches in any port forwarding rule you create.