Roon App Crashes on Windows 11 Laptop (ref#Y4XYHF)

Support
1

What’s happening?

· I am experiencing freezes or crashes

How can we help?

· I am experiencing freezes or crashes

Other options

· My Roon software won't start up

Describe the issue

While listening to Roon the Roon app on my windows 11 laptop suddenly disappeared. After opening it again it starts up and immediately it crashes. After a few attempts i removed the Roon app and installed it again. To no avail. Restarting the laptop didn't help also. I also tried restarting the Roon server (Roon Rock on NUC8i7BEH with 32GB memory), but that didn't help either. I can use the roon remote app on my android phone, that works as usual. What to do?

Describe your network setup

Arris SmartWifi modem, tp-link TL-SG105 5-port gigabit desktop switch, NUC8i7BEH with cable to switch (no wifi)

2

Good day @Sjaak_Biemans !

I hope you’re doing well today.

Can you please describe in a bit more of details how does the app crashes ?

If possible please record a video and upload it here:
https://workdrive.zohoexternal.com/collection/nqcgjac23027d90a441bda2c314de49d7958a/external
.

The other thing we’d like to ask you for is to upload logs from Event Viewer to our logs storage:
https://workdrive.zohoexternal.com/collection/8i5239cc05950ac07456889838d9319545a82/external
.

And lastly, have you tried to use your Laptop as Server or as Remote at the same time as using your ROCK system ?

Thanks!

Looking forward to your reply!

Regards.

4

Hi Alex,

it just disappeares. I also tried rebooting the NUC and then Roon will stay on the laptop screen till the NUC is fully started up again and then it disappeares.

Just now I see on my phone that i can choose to connect to my laptop, that’s the very first time I see this (wasn’t there yesterday evening):

[image]

I did sent you a video and the event viewer log

cheers

5

Hey @Sjaak_Biemans,

Thanks for the above! While our team takes a closer look into things, can you please see if completely refreshing your Roon (not Roon Server) database on the Windows 11:

  • Exit out of Roon
  • Navigate to your Roon Database Location
  • Find the folder that says “Roon”
  • Rename the “Roon” folder to “Roon_old”
  • Reinstall the Roon App from our Downloads Page to generate a new Roon folder

Let me know if you experience the same issue. Thank you! :raising_hands:

6

Do I have to do this when the Roon database is not on my WIndows 11 laptop? I keep the Roon database on my NAS

7

Hi @Sjaak_Biemans !

Yes, you can try to do that. That potentially might help.

But if not we’d still appreciate if you could record the video and share windows logs as it was requested in first message.

Additionally, we’d appreciate if you could also share logs from your windows laptop (https://help.roonlabs.com/portal/en/kb/articles/logs#Overview (in this case we’d need logs from Roon folder, not only from Roon Server)) .

You can upload them here:
https://workdrive.zohoexternal.com/collection/8i5239cc05950ac07456889838d9319545a82/external

Thanks!

Looking forward to your reply!

Regards.

8

Hi Alex,

I already sent you the video and windows logs yesterday, you did not receive them?

cheers

9

I just now sent video and logfile again

10

Hey @Sjaak_Biemans,

We did receive them, thank you! We have a ticket in with our development team for further investigation - thank you for your patience so far.

Yes, only your Roon database on your Windows 11 remote. Let me know if this allows you to open Roon or if the behavior changes at all.

Thank you!

11

hi @benjamin, yesterday all of a sudden the roon app started to work again. While i did not change anything. After that discovery I restarted the laptop a couple of times to insure Roon stayd working. I did. Afterwards I did rename the Roon folder to Roon_old and did a fresh install of the Roon app. Also this seems to work as usual. I really don’t know what happened here???

12

Hello @Sjaak_Biemans,

Thank you for the update. We’re happy to hear that everything is running as expected now. Please let us know if the issue occurs again.

13

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