You might like to take look at my long thread here Rock just stopped playing and restarted by itself? - maybe not the same cause bit similar effect - server resets and everything loses connection… and as for support, I’m not bashing them as you only have to look in here to see hundreds of “please help me’s”, but you could be waiting a long, long time!
Roon really need to get a support ticket system sorted, and considering the complexity of the underlying mechanics pf the product, maybe a few dozen more in-house trained programmers as support operatives? I would stick with it if you can, because there simply isn’t anything even remotely like roon anywhere else… and we all want them to succeed I’m sure 