Roon app stuck on startup logo on Mac (ref#FKP72S)

Support
1

What’s happening?

· My Roon software won't start up

How can we help?

· I am experiencing freezes or crashes

Other options

· My Roon software won't start up

Describe the issue

I have had Roon for a number of years, but the app has suddenly quit working. I have downloaded the app from the website twice and restarted the Mac three times without any luck. I simply get the startup logo endlessly cycling.

Describe your network setup

I am unable to provide this info as I don't have it.

2

Hello @Paul_Terlien ,

Thanks for reaching out. Can you please confirm, does this issue happen only on Mac, while other Roon remotes work as expected? I’ve enabled diagnostics for your account and what this does is upload a log set to your servers next time it is online. When you have a chance can you please open Roon for a few minutes and let us know here, so that we can check for the log set? Thanks!

3

Hi Noris
Thanks for being in touch.
I have just attempted to log in to Roon after rebooting, but the issue persists.
I only have the one server (on the Mac). I am not able to access Roon at all at the moment.
Thanks
Paul

4

Hi @Paul_Terlien,

Thanks for your patience. I reviewed the diagnostics from your account, and it looks like there may be some corruption in your RoonServer database. To address this, the next step is to refresh the RoonServer folder while preserving the rest of your setup.

Here’s how to do that:

  1. Create a backup of your current Roon database.

  2. Exit out of both the Roon app and RoonServer (you can do this from the taskbar area).

  3. Navigate to your Roon Database Location.

  4. Find the folder named RoonServer and rename it to RoonServer_old.

  5. Reinstall the Roon app from our Downloads Page. This will create a new RoonServer folder.

  6. Launch Roon and check whether the issue still occurs before restoring your backup.

Please let us know how things go or if you need help with any of the steps. We’re happy to assist!

5

It took a fair bit of figuring out, but I have followed your instructions, and re-installed the Roon app. All appears to be working as it should! Thank you for your help with this. Very happy to be reconnected to our music again.
Cheers!
Paul

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6

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