I'm having a problem with Roon -- how do I report it?

Question about Roon? Having a problem? Start here.

Frequently Asked Questions

The Roon Labs Help Center is a great place to find answers to common questions or issues.

Here are a few places to start:

If you’re still having a problem and need to contact Roon Support, see below.

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How To Get In Touch With Roon Support

If you’re having a problem with Roon and something isn’t working as expected, you’ll want to make a post in the #support category.

To help our team resolve your issue, please make sure to describe the issue, and describe your setup.

Describe The Issue

When you start a thread in the #support category, make sure to include:

  • What’s not working
  • How often the issue occurs

This could be “every time I start the app”, or “every time I click a certain button”, etc.

If you’re having a crash or an issue that happens sporadically, it’s helpful if you can let us know an approximate time for when it last happened.

Describe Your Setup

It’s important that you include all relevant setup information so our team can get a clear understanding of the issue.

Your post should include:

  • Details on your Core machine (OS, Hardware specs, Roon build)
  • Details on your Remote(s) (OS, Hardware specs, Roon build)
  • Networking details (especially what hardware you’re using, how everything is connected, and anything notable about how it’s all configured)
  • Audio devices in use
  • Library details (where your music is stored, whether you’re using a streaming service, how many tracks are in your library)

Including these details in your first post helps us resolve your issues faster.

Screenshots

In many cases, screenshots of your audio settings or signal path may help us resolve your issues faster.

Once you’ve taken a screenshot, upload it to Community using the Upload button:
image

Every post in the Support category is reviewed by our staff, so you don’t need to flag anyone down.

:point_right: Click the New Topic button to get started

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Support Community Guidelines

The Support category is different from other areas of the Roon Community Site, in that this is where Roon users report issues and get help from our Support Team. Unlike the rest of the community site, the Support category is not for discussion.

If you are having an issue that involves Roon not working as intended, we want to help.

General questions about how to use Roon, advice about setting up Roon, gear recommendations, etc belong in the main Roon category, and, moving forward, our support and moderation teams will be moving non-support topics to the appropriate category.

Helping Others

If you’re going to comment in a support thread, please make sure to follow these guidelines.

While friendly help is always welcome, the support and moderation teams will begin removing off-topic and unhelpful posts moving forward. This is to ensure that Roon members needing assistance always get help from our team in a timely and orderly manner.

How to help others in the Support category:

  • Link to relevant Help Center articles.

  • Link to similar threads that contain useful information.

  • Share personal experience that is relevant and useful.

  • Be mindful of new Roon users who may not know as much as others. Everyone has to start somewhere.

What to avoid:

  • Off-topic, condescending, or sarcastic responses

  • Suggesting complicated workarounds, untested “hacks”, or database manipulation.

  • Offering advice on setups you’re unfamiliar with.

From the day we launched, members of the Roon community have been incredibly helpful to each other, sharing knowledge and helping others when issues arise. We’re routinely impressed by how knowledgeable and effective the Community is when helping each other resolve issues, and we hope to see this continue in the future.

Thanks everyone for all of your continued feedback and support!

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Roon Account Issues

For account-related questions that needs staff review, please notify our accounts team by flagging the newly created @accounts flag.

Common reasons to flag the accounts team will include questions such as payments, trial expirations, or account related banners that are visible in the Roon App. These topics will then be hidden by our moderation team.

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