Issue with Roon not displaying music after software update (ref#1NY9NB)

Support Nucleus Support
1

Is Roon Server running?

· Yes, Roon Server is turned on and running.

What do you see on your screen?

· "Waiting for your Roon Server"

What happens if you press the "Select a different Roon Server" button?

· I see my Roon Server, but I still can't connect.

When you try to connect, what screen do you see?

· Just the Roon logo

Please try to restart your Roon Server by closing the Roon app in the taskbar or rebooting your Roon Server machine.

· No, the issue remains the same

Please try to restart your network setup by unplugging, waiting 30 seconds and then replugging in your networking gear.

· No, the issue remains the same

Please select how you've connected your Roon Server to the internet

· Roon Server is connected by *Ethernet*

Have you checked your firewall settings to ensure that Roon is allowed through?

· Roon still won't connect even after checking this aspect

Have you verified that Roon Server is on the same subnet as your Remotes?

· My Remotes and Server are on the same subnet and I still can't connect

Sometimes the issues can be resolved with a reinstall of your Roon Remote app. Let's try to perform a reinstall and see if it helps.

· I've reinstalled the Roon Remote but it did not help

What is the operating system of your Roon Server host machine?

· *Nucleus*

Select any of the following components that are present in your local network setup

· None of the above

Describe the issue

I installed the latest software update when prompted - on roughly 7-18-24 - around the same time as the worldwide Microsoft software bug/issue. It appeared to be doing the update, but all I continue to see - days later - is the spinning Roon logo. It still says "Hi Brian" but shows zero artists, zero albums, zero tracks, etc. It also shows "Manage Audio Devices" and when I hit that, it takes me to the Settings menu where I see "General", "Storage", "Services", etc. Under "General", it shows my Nucleus (as my Roon server) and shows that I'm signed in, but none of my music or zones show up. Also, under the ip address, it starts with "::ffff" - and then lists the address. I've never seen that before. This is the same on all my Roon remotes - iphone, ipad, Macbook Air, etc.

Describe your network setup

Nothing has changed with my routers, modems, etc.

5

Hi @Brian_Milbrandt,
Thanks for writing in to let us know about this issue. I took a look at your logs and found that it looks like you have some database corruption. We have more information about what can cause corruption and steps that you can take to recover your database here:

If you’re having any issues after following the recovery steps above, please let me know!

As an aside, right now our team is working on some changes that will help our customers detect corruption when it’s happening. If you don’t mind, I’m hoping you could take two minutes to send us your corrupt database. That way our team can analyze the type of corruption and prevent similar cases in the future.

Here’s how you can help:

  1. Follow the recovery steps above
  2. Zip up your RoonBackups folder (right-click it and select “Compress…”):
  3. Submit the .zip file to us through our Database Corruption Issues portal

Your participation will go a long way in helping our team improve corruption detection, so we’d greatly appreciate your help. :pray:

6

That didn’t seem to work Daniel. Can you email me again and maybe we can set up a time to chat live?

8

@Brian_Milbrandt ,
I’m sorry Roon does not offer live support. Our team is 4 people for the entire Roon customer base so live support isn’t feasible. Since the steps didn’t work can you submit the database for us to investigate.

10

This topic was automatically closed 14 days after the last reply. New replies are no longer allowed.