New Roon install blocked by Windows SAC app protection (ref#G5GTEX)

Support
1

Hi! What’s not quite right with Roon?

· Roon is slow, freezing or won’t start

Roon is slow, freezing or won’t start

· Roon won’t start up at all

Tell us what's going on

The new 2.71 install of Roon triggered Windows SAC App protection on my PC and Roon won't open. I tried reinstalling by downloading from the Roon website, but that made no difference. I could only get Roon to open by turning off SAC.

2

@danny2, please do not remove the ticket reference (ref#G5GTEX) when editing the subject. Thanks.

3

Hello @danny2

Thanks for the details. That error is coming from Windows or your security software, not from Roon: something on the machine is set to block unsigned or newly seen executables, and it caught it because that file is new; it came in with your last update. This isn’t a sign of anything wrong with Roon, it’s a false positive from an Application Control policy.

To get past it, could you please check the following:

If this is a personal laptop: open Windows Security > App & browser control > Smart App Control, and check whether it’s turned on. If it is, you’ll need to either add an exception for the Roon folder or turn Smart App Control off to let Roon run.

Please let us know which of these applies and how it goes, we’re happy to help further once we know what’s blocking it on your end.

4

I had to turn off SAC in Windows for Roon to run. There’s no option on my laptop to create an exception for Roon or anything else. But this seems strange to me.

I got a pop up noitification from Windows that Roon was blocked because one of its files couldn’t be authenticated. I can’t send you a screen shot because any action by me makes the notification disappear.

This has never happened to me before on this laptop and I’ve had Roon installed on it for years - including each update - so it seems it must actually be an indirect issue with this Roon update.

5

I agree, I have the same problem. Turning off SAC helps - but I don’t think that is a recommended setting. First time the problem occured on 2.70, now with 2.71 i can’t open Roon with turned on SAC.

6

Disable to install the app, and then re-enable SAC immediately afterwards.

7

Thanks. Good idea. Works.