Thanks for your prompt attention @connor
I appreciate your team’s time and effort working on this issue 
Hi @stereoprofile ,
Happy to help! It is strange that you are experiencing this since this is a behavior we test for to ensure compatibility and stability across different devices. I can’t tell if you’ve already tried a factory reset on your Hegel, but a reset may help resolve any potential configuration or connectivity issues. I recommend giving that a try and then testing the connection again. If the problem persists after the reset, let us know, and we can continue troubleshooting further, thanks!
Hi @noris
Yes, it’s definitely strange. I’ve tried reseting the amp to default factory settings but the issue has remained exactly the same. I know it might seem like a minor issue but because the 26-32 volume level is such a common listening range it’s very frustrating to have a key volume step missing.
Hi @stereoprofile,
We totally empathize - when this issue blocks part of the everyday listening, it quickly escalates to a major frustration. We’ll report back as soon as possible with our progress.
Thanks @connor
Hi @stereoprofile,
I know you’ve been waiting for an update, and I appreciate your patience. Unfortunately, despite multiple thorough attempts, our Partners team wasn’t able to reproduce the issue on their end.
Resetting to default factory settings differs a bit from performing a factory reset - here is one way you can try performing a full factory reset on the Hegal:
Using the Remote Control:
- Press and hold the
DAC+button - While holding
DAC+, press theMUTEbutton - The amplifier will reset to its factory settings, clearing all user-defined configurations, including IP settings.
Looking back on the thread a bit :
What happens if you bypass Roon altogether and attempt to play from the Tidal app directly?
What volume level do you have the Hegel set to upon powering on the machine?
I’d be curious to see if you match the Hegel volume to what is in Roon, if you run into the same issue - here is a video on how to set a specific volume on the H590 upon startup:
Hi @benjamin
Thanks for getting back to me.
It’s nice that attempts were made to reproduce the issue - it would have made troubleshooting a lot easier if it could be reproduced. However, I’m not surprised by the result - if there was a good chance it could be reproduced, there would probably be more people reporting the same problem. Although I’ve read about many other volume issues, I’ve only once seen someone describing the same problem. Interestingly enough it was with a completely different amp, but the issue was eerily similar (link below).
I tried the factory reset you described (using the DAC+/Mute buttons on the remote) but the issue remained exactly the same. The amp successfully reset and automatically turned off after 15 mins of no use (instead of the 1 hour I previously set), however I noticed the IP address remained the same (not sure if other IP setting were affected as you seemed to suggest). While doing this I decided to take a look into the amp Network Configuration Page by typing in the amp IP into the browser - the amp firmware version caught my attention, in the amp’s menu it says version p5123.32 (consistent with Hegel website for latest firmware), but on the Network Config Page it said p.5123.32.0. Not sure if this is suggestive of some inconsistency with the amps firmware.
As I’ve mentioned, I’m too concerned to play directly from Tidal out of fear it may not properly sync with the amps volume and accidentally playback at max. Although I’m aware of the various volume setting options outlined in the video you sent, I didn’t think of setting the max volume to a lower number while my Tidal trial was available. Now my Tidal trial has expired and I’m not eager to resubscribe to troubleshoot with a service I’m ultimately not interested in using. Also, even if the 29th volume step is available via Tidal (just as it is via the Hegel remote), we’ll still need to think about why it isn’t via Roon and we’re just as free to do that now.
Apologies for the long message - I’m just trying to be thorough and clear.
The amp starts up at volume level 20. Roon perfectly matches up with this automatically as it does with all other volume levels (except for level 29). I described this in detail in my first post.
As the 29th volume step works with Hegel’s remote control and at least one other person has encountered the same issue with a different amp (link above), I suspect this issue is being caused by some kind of unusual miscommunication/misconnection between Roon’s software and the H590’s software. But surely you and your Partners will have some better guesses than me as to what could possibly be behind this.
Hi @stereoprofile,
You might find it helpful to reach out to Hegel directly, as they can provide more details about their hardware and specific network configuration firmware versions.
One other area you could test out in terms of troubleshooting would be to use a different machine to temporarily run Roon Server on. See if the same issue occurs no matter the device running Roon Server, if at all possible.
We’re still working with our hardware team on this, but I want to set the right expectations—this may take some time, and progress will likely be slow as they investigate further. We appreciate your continued patience!
Hi @benjamin
I’ve reached out to Hegel regarding the firmware and will try running the Server on another machine in the upcoming week. I’ll let you know the results.
Sounds good. I’m not in a rush, this is an endgame system for me so having it work properly is the primary concern not so much the turnaround time. I truly appreciate your team’s time and effort working on this.
1 Like
Hey @stereoprofile,
Thank you for the update - we’ll be monitoring for any additional information you may gain while we continue to investigate things on our end. 
Hi @benjamin
Hegel got back to me regarding the firmware, they said “this is normal, the last digit [on the Network Configuration Page] is indicating standby hardware”.
Also, I’ve now tried running the Server on another machine. The issue remained exactly the same.
Thanks for giving the update @stereoprofile and testing on another server!
We’ll pull a fresh diagnostic on the Windows machine - what was the song that you tested the sync issue on specifically?
Hi @benjamin
I tested with song “Distant Drums” from album “Country Charley Pride”. However, as previously mentioned, this issue happens regardless of which song I play.
Hi @stereoprofile ,
Was your reproduction attempt done on a Windows 11 PC? If so, can you please turn on Roon when you have a moment on that PC, so that it can deliver a diagnostic package to our server for review? We’ll take a look over the logs to see if they are also the same, or if there’s any differences between the Mac, thanks!
Hi @noris
Yes, the reproduction was done with a Windows 11 PC. I have now turned on Roon and Roon Server apps on that machine - I’ll keep them on for the rest of the day.
Thanks @stereoprofile. We were able to capture the specific timestamp you provided and passed it along to the team.
We don’t have any immediate next steps to share, unfortunately - but we’ll loop back around when the team shares any updates!
Hi @benjamin
Just reaching out to follow up on the progress and to keep this support topic open.
Hi @stereoprofile,
Thank you so much for your continued patience—and I want to sincerely apologize that we don’t have any next steps to offer you at this moment.
We know how frustrating it is to be stuck, especially when things were working smoothly before. Please know that your feedback has been heard, and we’ve shared the details with our internal team. We’re also reaching out to Hegel directly to collaborate on troubleshooting and get a better understanding of what might be going on.
We’re truly grateful to have you as part of the Roon community, and we hope you’ll stick with us as we work through this. If anything changes on your end or if you notice any new behavior, please don’t hesitate to let us know.
Thanks again for bearing with us—we really appreciate it.
Hi @daniel
I can’t say that there was a time when this wasn’t an issue. I just started using Roon last year after migrating from Audirvana. I believe this was an issue from the very beginning.
I’d be most interested to hear what you and your partner Hegel, think could possibly be causing this issue. Surely, you have some guesses. I’ve tried contacting them on my own but feel they might be more forthcoming with your team especially in light of your investigations findings. I understand that resolving the issue may not be practical at this time, but brainstorming a list (in collaboration with your partners) of what could possibly be behind this (in order from most to least likely) is very doable.
Without any insight into the possible causes of this issue I worry that there could be other things in the background (with the software and hardware) that are misfiring. I hope you can sympathizes with this and provide some insight for my peace of mind.