· My Roon software won't start up
· I am experiencing freezes or crashes
· My Roon software won't start up
Roon app crashes as soon as it starts on iPhone, and two different PCs
Verizon Fios into eero network, ethernet hardwired to INTEL NUC 8I5BEH running ROCK Version 2.0 (build 1490) production
Hi @Hilton_Pryce_Lewis,
Welcome to the Roon Community! I’m sorry that a problem is what brought you here for the first time, but we’re glad you reached out.
The best next step is for us to take a look at your logs so we can better understand what’s going on. When you have a moment, please follow the instructions found here to locate your Roon logs, and then upload them to us using our File Uploader.
Once you let us know you’ve uploaded the logs, we’ll review them and get back to you as soon as possible with more information.
Thanks again for reaching out—we’re here to help!
Hi Daniel, logs have been uploaded. Thx!
Thank you for taking the time to upload diagnostic logging. We can see RoonServer attempting to reach upstream services - in particular, the Roon update servers and time servers - but failing due to name resolution errors.
Please also share a set of logs from one of the crashing PC remotes, which would be contained in the Roon folder:
Please verify that a reliable DNS server is assigned in the router (we recommend QuadNine, 9.9.9.9, and Cloudlfare, 1.1.1.1). If you have stateful network security (antivirus, firewalls, etc), please make sure Roon’s processes are exempted.
Do you have
On an unrelated note (since this wouldn’t cause crashing):
Sometimes Eero mesh networks can create separate class-C blocks within the network that interfere with Roon’s device announcement. Please double-check the steps in this article:
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Hi @connor,
I uploaded the log from one of the PC remotes that’s doing the instant crash on loading. It was stable again yesterday after uninstalling and reinstalling, but then I went to search something in the search bar and it crashed instantly and now will no longer load.
By the way, same thing happened with my iPhone 14 Pro Max. Working fine after deleting app and reinstalling for about a day - then today that same search crashed it and it won’t reload. When I open it shows for a second or two and then disappears. I don’t know if there’s a way to get logs from iPhone app.
Last I checked it was working on the other PC remote, but I anticipate that it will no longer work because as soon as one stops working, the other tends to. Only way to solve right now is for me to uninstall and reinstall a fresh copy. Presumably this means it’s something to do with the remote/ROCK connection since all remotes do the same thing. I can get the logs from that machine a bit later if you want.
I will attend to the eero recommendation too.
Final thing I have been meaning to raise a ticket for: my house is a big fan of Radio Paradise which has a FLAC feed. Used to work fine through Roon, now for about a month+ cannot get the stream to play. It just hangs and the progress bar just goes back and forth. I CAN get that stream to play through the Sonos app, which I abhor. But when Roon crashes, don’t have much choice but to play through Sonos. Do you have any idea why this would be – or do you want me to open a separate ticket?
Email address removed by moderator as this is a public forum.
Same problem here. It seems to happen when a serch is done, after that there is no way of starting the app. I tried restarting iPhone (15 pro) but no change. Reinstalling the app allowed me to start the app but the problem reoccurred just when trying to search again. I hope this help.
Yes, completely agree - the search seems to be the instigator. I notice that after it crashes the first time and I try to restart, it’s actually attempting to conduct the last search I did and then crashes. So the search appears to be causing the crash in all the cases I’ve observed. Moreover, I assume this is why uninstalling and reinstalling (on both iPhone 14 and two different PCs) will allow it work for a while. Until I try to search again… Any insights, Roon folks?
What are you typing into the search bar specifically?
We’re seeing a few errors pop up in relation to updating to the latest Roon version - can you please ensure you’re running the latest version of Roon (1517) on your server and remotes?
With that, what happens if you clear the Cache folder within your Roon and or Roon Server database folder? Steps to do this can be found below:
Roon/Cache/Cache folder elsewhere, like your desktopFWIW I was typing “the church sister” looking for a song by The Church, just tried it again and same thing. But I don’t think it’s just that search, as it was happening before for other searches.
I followed your instructions and renamed the Cache in the Roonserver folder on my ROCK. That did allow me to reopen Roon without having to install it. However, the same search triggered the very same phenomenon of the app crashing immediately. And then it will not reopen, as before. This now happens on a third PC, it’s a surprisingly reproducible issue. And quite frustrating.
As far as versions go, yes to Roon (1517) on all remotes. HOWEVER, on the ROCK I am unable to update. It’s Roon Server version 2.0 (Build 1490). It tries to update and gives me “There was an error checking for an update”. Again, tried it on multiple devices - two PCs and the iPhone. Is there a way to force an update on the ROCK?
Hi @Hilton_Pryce_Lewis ,
You can make a Backup of your Roon database for safekeeping and then try to perform an Operating System Reinstall from the Web UI to force an update:
Can you please use these instructions to manually access the logs from the PC(s) that reproduced the issue, upload a log set to the below link and let us know once uploaded. Note, the logs we are looking for are under the PC’s Roon Directory (%localappdata% on Windows and ~Library on Mac), not the ROCK database directory.
https://workdrive.zohoexternal.com/collection/8i5239cc05950ac07456889838d9319545a82/external
Hi! I have a positive update. I was finally able to update the ROCK by messing with the Eero settings - specifically, I switched from static IP to DHCP on the ROCK interface (//ROCK/). Before that I had reserved an IP address using the Eero app. I then reinstalled ROCK (the “Reinstall” button in the Operating System section) and that successfully updated to the latest version of ROCK. Then all of the remotes with issues started working correctly. Glad to have it back. Thanks - if you like, you can close the topic I think.
Hi @Hilton_Pryce_Lewis ,
Glad to hear that you were able to access the WebUI and perform the Reinstall to get to the latest version of ROCK! I’ll go ahead and mark the thread as resolved, happy listening!
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