Database and Qobuz unavailable (ref#9N7VCT)

Support
1

Hi! What’s not quite right with Roon?

· Music won’t play or issues with my library

Music won’t play or issues with my library

· Local files won't import or appear

Tell us what's going on

· Database (local and Qobuz) unavailable

Tell us about your home network

· Glass fibre, Fritz router, ethernet connection

2

Hello @Alejandro_Alcalde_Ra

I have gone ahead and enabled diagnostics mode for your account and what this action will do is next time your Roon Server is active, a set of logs will automatically be generated and uploaded to our servers for analysis.

I wanted to reach out because I’ve been keeping an eye on our servers, waiting for the aforementioned diagnostics report.

For some reason it is not reaching our servers, even after I tried re-enabling diagnostics on your account. I also ran a quick test and I was able to submit a similar report from my setup here, so something else is going on.

So we can move forward, I was hoping for now you could use the directions found here and send them to our Logs Uploader Service and let us know after, thanks!

3

Vadim, Thank you for coming back. I had stopped Roon as it was only running without doing much (only seeing my “Hallo Alejandro” screen, with the Roon idle symbol (like the Mac beach ball) running underneath with nothing happening. Now I restarted the Roon server. Let’s see whether you are now getting a log file.

Best regards, Alejandro

4

Vadim, where should I find the logs locally? I can only see a Roon folder on my iCloud drive named Roon. And within that there is a folder with some crytic file name and a file called "roon_backup_root". Nothing else.

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5

Vadim: I have now uploaded the log files. Still no access to Roon. It opens up and does nothing (at least nothing I can work off).

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6

Vadim, it is working now again. For whatever reason. I did not change ANYTHING.

7

Hi @Alejandro_Alcalde_Ra,

I am glad to hear that everything is back up and running!

Our analysis of the log files you uploaded showed some significant networking errors that were likely preventing the Roon Server from initializing and communicating with our services. Since you didn’t change anything, it is possible those issues were related to temporary instability or a configuration conflict within your local network environment that resolved itself.

Since you are back online, could you please confirm if everything is currently working as expected for you? Please let us know if you notice any further sluggishness or connection issues.

8

Vadim,

I can confirm that Roon is running since a few days with no further issues. I believe we can close the ticket.

Best regards, Alejandro

9

Hi @Alejandro_Alcalde_Ra,

Thank you for the confirmation! I am glad to hear that Roon has been running smoothly over the last few days without any further issues.

I will go ahead and close out this ticket as resolved. Should you run into any more network quirks or connectivity trouble in the future, please don’t hesitate to open a new thread, and we will be happy to jump back in and help you out.

Thank you for your patience throughout the troubleshooting process, and have a wonderful week of listening!