Roon
Installation or Setup
I have had Roon account for two years. Suddenly I cannot log in to the app on my macbook
macOS
I am using a 2020 MacBook Air running Ventura 13.5.
Sonos plus Cambridge Audio media streamer. I also have a Synology NAS connected by wi fi
I use wi-fi. Router is from BT
Hey @aduff1874,
Sorry to hear you’re having issues logging into your account!
Can you provide a bit more detail around when the issue occurs? During the login process, when precisely are you expecting the failure? Are you able to access the browser pop-up to input your login credentials?
If you try with a different internet browser, does the same issue occur?
Can you test out logging in through the main website? As well as from a different Roon Remote?
If none of the above help, please reproduce the issue and please use the directions found here and send over a set of logs to our File Uploader. Thank you!
Hello Benjamin
Thanks for your email
I describe my problems in the note below
Basically I now have no working version of Roon on my MacBook and thus have no Core at all
I can log into my account on the main website but cannot get back in to the app to set up my Core again
I have also sent over my logs using the File Uploader
I look forward to hearing from you
Alistair
My core is loaded on my MacBook
The music files are in a user’s music folder in the Mac hard drive and also on a DS220plus Synology NAS.
The core is connected to the NAS by wi fi
The only music service I use is Tidal.
The wi fi router is supplied by British Telecom and I have full fibre broadband. I have three wi fi discs placed around the apartment to ensure the signal is strong in all rooms.
A few months ago I noticed that when I tried to use Roon to play music via Sonos speakers or via a Roon enabled media streamer [Cambridge Audio CXN V2 Media Player] Roon would sometimes tell me that I was not connected to the internet, which was not correct. Sometimes I could resolve this by switching the wi fi on my laptop off and then on again
Essentially Roon became unstable.
The next thing that happened was that I could not access the Roon search function. It would not search anything – not my music files, not the NAS and not Tidal
The problems were chronic
I decided to uninstall and then reinstall Roon
I did that and now I cannot log into Roon at all
I click “Use this Mac” underneath “Set up a Roon Core on this Mac”
I then try to log in as I already have an account
I am taken to a browser window and offered the option of choosing my user account which is correctly identified with my email
When I click on that I am taken back to the Roon app interface with the “Log In” button on it. I get the black spinning wheel for a few seconds then it disappears and nothing happens
The browser is Firefox but the same happens if I use Safari
I can log in to my account etc on the Roon website
Hey @aduff1874,
Let’s see if refreshing your database helps in this case. Steps to follow below:
Thanks!
Hi Ben
Success! or at least partial success
Refreshing the database as you suggested worked
I managed to log in to the app and reconnect with the music files on my MacBook and also with the ripped CDs on my NAS
Three problems however:-
(1) The Roon app is not displaying the album artwork for the music files, although it does show the artwork for the CDs on the NAS
(2) The app is also not showing any of the Roon photographs of artists etc, only initials
(3) I cannot log in to my paid Tidal account
Any ideas?
Alistair
I have the same issue reported here: Unable to Login to Roon After Successful Login in Safari (ref#8DQ81E)
I also tried the database refresh and had similar results as @aduff1874. Logging into Qobuz works fine. Can’t test Tidal as I don’t have an account. All Qobuz albums don’t show any artwork. Only locally stored music shows art. I also don’t see any images on artist pages, daily mixes or genres.
The login process after the database refresh wasn’t smooth either. It took several attempts and a long loading time before something happened, so there is clearly something not working as it should.
Update: As I restart Roon on my core I get thrown out again resulting in the same issue as before. This time it shows me that I don’t have an internet connection even though I am connected. Safari and everything else is working properly. Clicking “Retry” doesn’t do anything. Once I click “Go back” I get back to the login/create an account screen.
I have been looking around and found several others with similar if not the same issue:
Also I tried opening the Roon ARC app on my phone and I encounter the same issue there just trying to login. This indicates to me that it might be a server issue on Roons side. I hope this is helpful.
After several tests, such as installing from scratch on 2 other computers that had never had Roon, the exact same thing happens, that’s why I’m ruling out that the problem was my PC or my Windows and came to the conclusion that it’s a problem with the Roon servers, I hope you fix it soon or give us a solution.
Thank you for your comments
Thank you to Felix and Ricardo for confirming that my problems are more widespread and not totally down to my lack of tech savvy
UPDATE:- one step forward and three back. Last night I rebooted my laptop. After the reboot the Roon app would not open. I was told “Are you online? Please check your internet connection and try again” I was online. Internet connection is perfect and strong. Eventually Roon connected. I discovered that Roon had lost the connection to my NAS and I could not restore it despite entering the correct IP address. This morning Roon has disconnected and I am one again getting the message asking me if I am online. Which I am
Roon - please help with this. If it is not resolved so that Roon runs smoothly and reliably I will not be renewing my subscription, which would be a shame
FURTHER UPDATE:- I managed to get into Roon. I quit the app, logged off wi-fi on my MacBook and then logged on again. Reopened Roon and it connected
I also managed to connect with my NAS. I think that was my fault and I was not entering the correct details when trying to add a network share. The three problems persist however. In particular I still cannot get into TIDAL
So, after coming home and trying to login again it just works now. Everything is back to normal. All album art is showing, Qobuz works fine and I was even able to return to my initial database without any hickups. Roon seems to have resolved the issue. Thanks!
Thanks Felix. In fact today I had a similar experience. Everything seemed very slow but then I was in. All album art was showing. The Roon photos of artists etc were showing.BUT I still cannot log in to TIDAL which is a major problem for me. And in fact, suddenly, only some of the album artwork is now visible and most of the photos in the app are not showing
still work to be done Roon, especially in relation to TIDAL
In my browser I get the first message but in the Roon app I get the second
Problem is not solved
Plus all the Roon Photos and album artwork has disappeared again
A post was merged into an existing topic: Can’t Start Free Trial On MacBook
Hi @aduff1874,
A few additional things to try:
Are you still using wifi to connect your core device to your network? This is prone to network issues. Please hardwire your core device via ethernet per our suggested network best practices:
Let’s also look at clearing your TIDAL cache and see if that’ll help with your login issues:
/Library/Roon/Cache/Cache folder elsewhere, like your desktopIf you still experience issues after the above, we’ll need to review another set of your core logs as your device still isn’t able to connect to our servers for us to auto-pull a fresh core diagnostic. Please use the directions found here and send over a set of logs to our File Uploader
Thanks!
Clearing the TIDAL cache did nothing
I have sent logs
All photos and art work have disappeared
Logging in to the app is still a process. constantly told there is no internet connection
TIDAL will not connect
Tried to open Roon app this morning. Says I am not connected to internet. I am. Quit Roon. Switched wifi off then on again. Tried to open Roon and got this message:-
Latest UPDATE
Opened laptop this morning. Roon had disconnected. Same rigmarole as before. Would not connect. Told me the internet was not connected. Eventually let me in after many attempts. Then if I reboot laptop or quit Roon the same happens. Takes many attempts, quitting the app, switching wifi off and on before it connects for no obvious reason
No Roon photos, hardly any album artwork
TIDAL will not connect. Browser tells TIDAL and ROON are connected successfully I am redirected back to the app I get the whirling circle of death and then a message saying “We couldn’t verify your account in time”
Roon Support - what is going on? I can log in to TIDAL on all of my devices, SONOS etc but not in ROON!
I still cannot connect to TIDAL
Not good enough
If I cannot connect my TIDAL account Roon is not worth having for me
Roon support - I need a solution