Thanks for taking the time to write in! If possible, we’d love a bit more of a detailed breakdown of your issue. Specifially, is Roon turning to a black screen resulting in high RAM utilization? Or, does the high RAM use cause Roon to freeze into a blank screen?
Are you using multiple monitors in your setup?
If possible, please reproduce the issue and share the specific date, time, as well as track playing when the issue occurs.
Hi,
RAM and freezing seem independent. I am using a single monitor (Alienware UW34 OLED). It’s been 2 months and I have been unable to use Roon. Whatever the outcome is, I’d like a credit applied to my account.
I’m sorry to hear this - and at the same time, a 12-day delay in follow-up is certainly making this issue linger longer than we’d like! The quicker you can provide us information, the quicker we can get to a solution.
This information would be very helpful to have when reviewing a set of your core diagnostics. And with that, it doesn’t appear that your core machine is online to which I’m not able to connect and enable diagnostic mode. As another option, if you could, please use the directions found here and send over a set of logs to our File Uploader?
I’d also be very curious to see if the same issue occurs on a fresh database. Steps to follow below:
With that, I was able to review your logs (thanks for sending those over) and see a high amount of network based connectivity errors, as well as multicast binding errors.
Please verify that multicast is enabled on the routers you’ve mentioned below and see if that improves anything. It’s possible your routers are blocking traffic from Roon and your logs indicate multicast failures.
unfortunately eero doesn’t allow for multicast. is that the main issue? It was working before so I don’t believe the router could be the issue. Btw i can’t locate the backups. I followed the instructions in your email but still can’t locate.
I understand your thoughts on this! It’s hard to say if its the main issue directly, but pairing the errors we saw in your core logs with the lack of core and devices showing up on your account proves to us that exploring some network troubleshooting may lead us to a solution.
Do you have any other devices you could temporarily set up as a core, to test to see if you’re able to reach our servers? Or, potentially test out connecting your core device through a different network? I realize this is a tedious ask.
