Roon app on Windows stuck on 'Waiting for your Roon server' after payment issue resolved (ref#CMLC4Y)

Support
1

What’s happening?

· My Roon software won't start up

How can we help?

· None of the above

Other options

· Other

Describe the issue

When I open Roon software on my Windows laptop, the page states "Waiting for your Roon server" and the programme doesn't connect to the server. The Roon software opens, connects to my server and plays music when accessed from the Roon app on my iphone and ipad but not from the Roon app on my laptop.

This started happening after Roon failed to take my monthly subscription payment due to my debit card having expired. I updated my card details (to those of my new debid card for the same bank account) and the payment was subsequently taken by Roon but the Roon app for Windows will not progress beyond the "Waiting for your Roon server" page.

Windows Defender states that "Microsoft Defender Firewall is not active beause you're using other providers". When I turn off my Avast firewall, the problem persists and the Roon app displays the "Waiting for your Roon server" page. To my knowledge, I don't have any other firewalls.

My server is a QNAP TS-453D. It's firewall does not prevent Roon from accessing the server when I connect using the Roon iphone / ipad app.

Can you advise as to how to overcome this problem please?

Describe your network setup

I have a BT internet connection and a BT Smart Hub 2 router / modem. I have 2 BT Complete Wi-fi Disk extenders upstairs but the Roon problem occurs even when my laptop is downstairs and not using the extenders. My NAS drive / server is the QNAP TS-453D. I have re-started both the +BT router and QNAP NAS drive / server and the problem persists. The problem has continued for a week.

2

Hello @Chris_Russell1 ,

Since you are using a Windows PC, I would verify that both Roon.exe and RAATServer.exe have been added as exceptions to your Windows firewall.

You can use these instructions to add the exceptions and the executables themselves would be located in your Database Location/Application folder path.

I would also add these exceptions to any Antivirus or other Firewall blocking applications you may have and ensure that you connected to your network via a Private network, not a Public one, see this guide for more information.

if this still does not help, you can try to perform a full reinstall of the Roon app on the affected Windows laptop using the below instructions:

Let’s try a fresh database and see if your issues persist:

  • Create a Backup of your current database
  • Exit out of Roon + RoonServer (from taskbar area)
  • Navigate to your Roon Database Location
  • Find the folder that says “Roon Server” and “Roon”
  • Rename the “RoonServer” folder to “RoonServer_old” and “Roon” to “Roon_old”
  • Reinstall the Roon App from our Downloads Page to generate a new Roon folder
  • Verify if the issue persists on a fresh database before restoring the backup

Here is the process outlined from a Windows machine:

All Roon_old on Windows

3

Hi @Chris_Russell1,

Checking in to see if you were able to run through the above response, thank you!