Roon Application Stuck on Loading Screen with Critical Error (ref#94W9IO)

[Simon_Kaltenbacher]

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

After launching the Roon application, it remains stuck on the loading screen.

My server logs contain the following critical error:
03/06 22:06:58 Critical: scx: System.FormatException: The input is not a valid Base-64 string as it contains a non-base 64 character, more than two padding characters, or an illegal character among the padding characters.
at System.Convert.FromBase64CharPtr(Char* inputPtr, Int32 inputLength)
at System.Convert.FromBase64String(String s)
at Sooloos.EncryptedAccountHelper.DecryptString(String blob)
at Sooloos.Broker.Qobuz.Module.Init(Database db)
at Sooloos.Broker.State._InitMediaThreadAsync()
at Sooloos.SynchronizationContextThread.<>c__DisplayClass45_0.b__0(Object _)
at Sooloos.SynchronizationContextThread._Dispatch(SendOrPostWrapper& ret)

I already tried reinstalling the Application. But the issue remains.

Describe your network setup

Router: Fritz!Box 7530
Roon Server is running on the same machine as the Application.

[noris]

Hi @Simon_Kaltenbacher ,

Welcome to the forum and thanks for reaching out! We appreciate you posting the error message, to resolve this issue, let’s try to clear your Qobuz registry.

Please use the steps below:

First, Close Roon or Stop Roon Server
Then locate your Roon Database
Navigate to Database\Registry\Core
Locate the Qobuz_account file and delete it
Restart Roon or Roon Server
Log into Qobuz again

Please let us know if this helps!

[Simon_Kaltenbacher]

Hi @noris,

Thanks a lot for the prompt response. Deleting the Qobuz_account file successfully resolved the issue.

[daniel]

Hi @Simon_Kaltenbacher,
Great we’re glad that solution worked for you! I’ll mark this thread as solved for you. It’ll remain open a few more days in case the problem returns.