Roon 1.8 doesn't start

[Johan_van_Rietveld]

Core Machine (Operating system/System info/Roon build number)
Windows 10 Pro Version 10H2, HP Zbook Fury 15 G7, Roon 1.8 (Build 756)

Network Details (Including networking gear model/manufacturer and if on WiFi/Ethernet)
Wired Ethernet

Link speed (Receive/Transmit):	1000/1000 (Mbps)
Link-local IPv6 address:	fe80::2165:671c:b1ee:d142%23
IPv4 address:	192.168.2.63
IPv4 DNS servers:	192.168.2.10
Manufacturer:	DisplayLink
Description:	dynadock Ethernet
Driver version:	9.3.3309.0
Physical address (MAC):	00-50-B6-6A-22-C7

Description Of Issue

I can not open or start the Windows Roon application. This is on a new laptop from work. It would be nice to listen to some music while I am at work currently from home.

The errors below are from the EventViewer of my laptop. I hope these wil help find the probem

Source: .Net Runtime
Application: Roon.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.AccessViolationException
at Broo.Gdi.ChoosePixelFormat(IntPtr, PIXELFORMATDESCRIPTOR ByRef)
at Broo.Engine.WglLoaderWindow.LoadWgl(PIXELFORMATDESCRIPTOR ByRef, System.String ByRef, System.String ByRef)
at Broo.Engine.GlWindow.InitializeContexts()
at Broo.Engine.GlWindow…ctor(Broo.Engine.OpenGlWindow)
at Broo.Engine.OpenGlWindow…ctor()
at Broo.Engine.DeviceTarget…ctor(Broo.Engine.Window ByRef)
at Broo.BrooLoader.Load(Boolean, System.String, System.String, System.String, Broo.Engine.Engine ByRef, Broo.Engine.Window ByRef, Broo.Engine.LoadContext ByRef, System.String ByRef)
at Sooloos.Application.Main(System.String[])

Source: Application Error

Faulting application name: Roon.exe, version: 1.0.0.0, time stamp: 0x602409ef
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x0000000000000000
Faulting process ID: 0x43a0
Faulting application start time: 0x01d70a1b6cb172e0
Faulting application path: C:\Users\Johan van Rietveld\AppData\Local\Roon\Application\Roon.exe
Faulting module path: unknown
Report ID: d1b3c409-073e-4f6e-b8ab-58aa0772a2f1
Faulting package full name:
Faulting package-relative application ID:

Source: Windows Error Reporting:
Fault bucket , type 0
Event Name: BEX64
Response: Not available
Cab Id: 0

Problem signature:
P1: Roon.exe
P2: 1.0.0.0
P3: 602409ef
P4: StackHash_ac46
P5: 0.0.0.0
P6: 00000000
P7: PCH_16_FROM_ntdll+0x000000000009D174
P8: c0000005
P9: 0000000000000008
P10:

Attached files:

These files may be available here:
\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_Roon.exe_77eddfa6e5e25477c45ecb3de361a359933d2e4b_b611a6ff_e27cbd69-b922-4fe6-8b5e-39e52a0d398c

Analysis symbol:
Rechecking for solution: 0
Report Id: d1b3c409-073e-4f6e-b8ab-58aa0772a2f1
Report Status: 100
Hashed bucket:
Cab Guid: 0

Kind regards,

Johan van Rietveld

[dylan (Dylan Caudill)]

Hi @Johan_van_Rietveld

Apologies for the delay! Our team’s queue is longer than typical at the moment, but we’re working to get back to everyone as quickly as we can.

Starting out, can you try the following:

• Reboot the Windows machine
• Uninstall and reinstall the graphics drivers directly from the manufacturer’s website
• Download .NET Framework and reinstall it
• Follow the instructions below to remove GMS files

GMS Instructions

1. Locate your Roon database folder. Instructions for Windows can be found here
2. Inside this folder navigate to Registry → Client
3. Remove and files that start with GMS
4. Try to launch Roon once again

Next Steps

If none of the above helps, please use the directions found here and send us over a set of logs using a shared Dropbox link.

We’ll also want to take a look at Event Viewer logs, please send those as well:

1. Press Win + R and type eventvwr.msc
2. Press OK – this should open Event Viewer window
3. From the left sidebar go to Windows Logs > Application
4. Right click on the Application subsection and pick Filter Current Log... from the context menu

5. On the Filter tab for the Logged section pick a parameter Last 30 days and press OK

6. Right click on the Application subsection again and pick Save filtered log file as.. from the context menu
7. Enter the log file name, for e.g. Roon_USERNAME , and press Save

[Johan_van_Rietveld]

Hello Dylan,
I have tried the first two instructions and .Net Framework did not reinstall. I created a copy of my 30 days eventlog and with the shared Dropbox link: Dropbox - Roon.JAMvanRietveld.evtx - Simplify your life I hope you can download the info and find the cause of the problem. My laptop is a workstation and not a home pc.

Kind regards,
Johan

[dylan (Dylan Caudill)]

Thanks for sending that, @Johan_van_Rietveld — I’ve passed them along to our team to review. Can you also share Roon logs from your install? Use the directions found here and send us over a set of logs using a shared Dropbox link. Thanks!

[Johan_van_Rietveld]

Thanks for working on this issue. I’ve uploaded teh Roon_log file in Dropbox. Here is de link: Dropbox - Logs.zip - Simplify your life and ReportQuere dump from the EventViewer to complete it all Dropbox - AppCrash_Roon.exe_8d29c83be462eaaba277182bef181fe896273e4_a9c0a8e0_27d4e28c-fc85-4409-8799-d2443433a634.zip - Simplify your life Thanks in advance.