Volume Sync Issues between Roon and Hegel H590 (ref#TXVO2U)

Support
1

What’s happening?

· Other

How can we help?

· None of the above

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Describe the issue

Volume Sync Issues Roon to Hegel H590

@support and other Hegel owners.

I'm experiencing volume sync issues between Hegel and Roon.
When I turn the volume up on my H590 via Roon iphone app from 28 to 29, the volume on the amp jumps to 30 then a few seconds later Roon syncs to 30. When I turn down (via Roon) from 30 to 29 the amp jump to 28 then a few seconds later Roon syncs. If however, I set the volume to 29 using the Hegel remote or via volume knob, Roon completely looses the ability to control the volume of the amp (until I use the amps remote or knob to set another volume level).

Setup:
- Mac mini OS 14.6.1
- Hegel H590 with latest firmware
- Both connected directly to ISP xfinity modem by ethernet cable
- No switches, extenders, etc
- No other audio devices
- Streaming from Qobuz (no personal music)

Has anyone experienced anything like this with Roon + Hegel combo?
Is there a solution?

Describe your network setup

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2

Hey @stereoprofile,

Thanks for writing in and sharing your report! Welcome to the community as well - although I apologize its and issue promoting your initial post.

Some immediate next steps in troubleshooting that may help:

  1. Restart both the Hegel H590 and your Roon Server.
  2. Ensure your Hegel H590 is running the latest firmware version. If an update is available, install it.
  3. Set Volume Control Mode in device settings to Device Volume or Fixed Volume, and test to see if changing the mode resolves the sync issue.

We’ll be on standby for your results! :+1:

3

@benjamin thanks for such a quick response.

I’ve tried restarting both, amp already has the latest firmware, tested changing from Device Volume and Fixed Volume.
Unfortunately, the issue remains exactly the same.
Let me know next steps.

4

Hey @stereoprofile,

Sorry to hear your issues persist!

If you could please, reproduce the issue and share the track name of when you reproduce. Then from there, if you could, use the directions found here and send over a set of logs to our File Uploader?

Thank you!

5

@benjamin thanks for getting back to me.

As directed, I’ve submitted logs to the File Uploader. Four sets of logs have been submitted under my Community username - Roon, RoonServer, RAATServer, and iOS.
The issue was reproduced streaming via Qobuz (as mentioned I don’t own any personal music) song “Silver Bells” from album “White Christmas” by Pat Boone. However, this issue happens regardless of which song I play.

Please let me know if you need anything else.

6

Hey @stereoprofile,

Thanks so much for the follow-up and patience so far. To confirm, were you streaming via RoonReady or Airplay when this happens?

Our team is taking a closer look into things, and will be attempting reproduction of the issue inhouse.

Let us know, thanks!

7

@benjamin thanks for keeping me posted.

Always RoonReady. I’ve never tried Airplay.

9

Thanks for the update @stereoprofile!

And to confirm, does this only happen in Roon? If you set up a similar situation but use Qobuz directly, is there any lag or inconsistency when changing the volume?

It may take some time for our team to investigate this further in-house, so I appreciate your patience in the meantime. :pray:

10

@benjamin thanks to you and the team for looking into this :ok_hand:

I haven’t tried playing directly via Qobuz Connect - I’m very concern about the possibility of accidental playback at 100 volume. I don’t trust their volume slider to link properly with the H590.

However, I did log into my Tidal account in Roon and tried replicating the issue to attempt ruling out Qobuz as the source of the problem. The issue remained the same when streaming RoonReady from Tidal.

11

Hi @stereoprofile,
Thank you for the additional information. We’ll add it to the investigation ticket. We’ll let you know when we know more!

12

@daniel @benjamin thanks for keeping me in the loop :slight_smile:

15

Hi @stereoprofile ,

Just wanted to give you a quick update to let you know we’re still looking into this. Thanks again for your patience!

16

Understood. Thanks for the update @noris

17

Happy to help @stereoprofile ! We’re still coordinating with the hardware team on this but as soon as there are any updates, we’ll let you know!

18

@noris that sounds good :slight_smile:

19

We’re still waiting to hear back from the hardware team @stereoprofile - you have our apologies for the delay!

20

Thanks for the update @benjamin
Hopefully there’s some light at the end of the tunnel :slight_smile:

21

Hi @stereoprofile,
I just wanted to update you that our hardware team is still working on locating our H590 in order to test this. Once we have more updates we will let you know.

22

@daniel @benjamin @noris Is there an option to escalate to someone senior to assist the hardware team with getting what they need?

23

Hi @stereoprofile,

Thank you for your gracious display of patience in this case and our apologies for the undue delay on a concrete next step.

This issue has been escalated and flagged for immediate prioritization. We don’t have an timeline yet until the actual expected resolution, since that requires coordination with outside parties, but we can assure you that we’ll identify the actual cause with the utmost urgency.

We’ll respond as soon as possible with more information.