Issue with Multiple Subscriptions Affecting 2nd Streamer Connection (ref#PW4UBO)

Support
1

Hi! What’s not quite right with Roon?

· None of the above quite fits

None of the above quite fits

· None of these quite match

Tell us what's going on

· We have two subscriptions (one lifetime, one monthly finishing in August); the lifetime one works; the monthly one doesn't; when we try to connect to our 2nd streamer, Roon requests us to "start a new subscription"!

Tell us about your home network

· Not relevant; we are an IT company, all our infrastructure works flawlessly.

2

Hi @Pascal_Ravach,

Thanks for your post.

We’ve confirmed there’s no issue with your licensing state, so this is probably a local and resolvable issue on one of the RoonServer machines.

Which machine is operating as the second server associated with the monthly account?

Our diagnostic servers show a Rhein-Z1-V2 running an outdated build of Roon Server (1492), and logs from the machine indicate that the underlying server instance might be corrupt or failing to properly launch. If this server instance can’t properly communicate with our accounts server, it might be falling back on cached entitlements that don’t reflect your active second license.

Signing out and back into Roon after restarting the server should resolve this, but regardless, we’ll need to update this server to the latest build.

Do you have a Backup of the database you’re intended to use on the second server? If so, you should be able to take the following steps safely:

  • Exit out of RoonServer
  • Navigate to your RoonServer’s Database Location on the Rhein server
  • Find the folder that says “RoonServer” and delete it
  • Reinstall the RoonServer App from our Downloads Page to generate a new RoonServer folder
  • Sign out of your Roon account on your Roon Remotes. Close Roon and re-open it.

Let us know what you encounter then by sharing a screenshot. We’ll watch for your response. Thank you!

3

Hi Connor,

  • The 2nd streamer is indeed the Rhein-Z1-V2;
  • It is not corrupted; we access it freely with Silent Angel own OS (VitOS) and run non-Roon Qobuz streaming without any issue;
  • We can’t update its Roon Server, since… we can’t access it via Roon;
  • It has nothing to do with our devices used for remote access; we tried our Macs, our iPads, etc… all of them work flawlessly with our main streamer with the perpetual licence.

I simply looks like the former monthly licence, under public@xxx, disappeared; Roon says it was transferred to our perpetual licence under mail@xxx, but nothing showed up.
We hoped for a quick fix, we have been unable to use our monthly license since the day we purchased the lifetime one on 2025/11/28! If you can’t fix it, we ask a refund of the 7 months, stop using the second streamer with Roon, and call it a day.
Regards,
Pascal

4

Hi @Pascal_Ravach,

Our diagnostics servers show that both servers associated with this account have recently been online, but the Rhein Z1-V2 remains on an outdated version of Roon.

Have you had a chance to try the steps above?

5

Hi @Pascal_Ravach,

This thread is closing shortly due to inactivity. Please reach out if we can assist further.