Hi @Mario_Mendes,
I’m not defending Roon support here, I too believe their service needs improving, it’s way off par.
I see a lot of frustration on the board, but conversely I also see many support topics with a positive outcome.
I speak to the support team from time to time (circa every quarter) … and the number one comment is that in order for Roon to efficiently investigate an issue it requires cooperation from the reporter especially to supply the requested details.
It looks like Roon’s support team are waiting for your reply …
I can only recommend you re-engage with support, I hope in doing so you have a better experience with Roon. If not then at least you’ve done your part.