Issue with Logging in to Roon Account on Windows Computer (ref#AL4BFB)

Support
1

What’s happening?

· I'm having trouble logging in

Where are you having trouble logging in?

· I can't log into the Roon app

Describe the issue

I was able to reset my password, but I can't log in.
I can't log in to my account on my windows computer, and I've been unable to use roon (many music lovers around me have experienced the same thing). I've tried uninstalling roon and reinstalling it, but I still can't log in! On the login screen, I can jump to “Forgot Password” and reset my password, but when I go back to the login screen, I still can't log in (the roon client automatically jumps to the web interface when I log in), and I can only see a circle with no prompts. Even when I log in from another computer, I still can't log in!

Describe your network setup

pc is thinkpad , Wired connection to network

2

If the trouble is logging into the Roon software, it is worth noting that the process involves logging in via a web browser. The pop-up might be blocked by the default browser, depending on your settings. In that case, there are a few things that can help:

  • Rebooting your Roon Server
  • Clearing the default browser’s cache and cookies
  • Temporarily changing your default browser
  • Checking to ensure that you don’t have popup or cookie blockers preventing the redirect
3

Hi @leo1,
Thanks for writing in to let us know about this issue. Please try @Geoff_Coupe’s suggestions as they are the most common ways to fix login issues. If you are still having trouble after trying those steps please let us know and we can do a deeper investigation.

5

Thank you for your letter. I have followed the method you provided, but I still cannot log in.
Please help solve it as soon as possible. Thank you

6

Hi @leo1,

Can you confirm all your Roon devices are running on the same local subnet within your network?

If you can confirm this, please reproduce the issue and then use the directions found here and send over a set of Roon Server logs to our File Uploader.

Thank you!

7

The log file has been submitted as required！

9

Hi @leo1,

Thanks for sending those over! Based on your Roon Server logs, it appears that Roon is attempting to communicate with multiple VM’s, as well as a potential VPN.

Please note that these tools fall outside the scope of support, and can cause handshake issues between your Roon devices. It’s a likely cause of your issues, I’d suggest removing them from your system setup and see if you’re able to regain access.

Double-checking your firewall rules may be helpful as well. Here’s more info on what’s needed:

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