Roon crashes on startup

Richard_Cumberland · November 28, 2020, 3:14pm

Roon has been working properly until last week. I suspect a Windows update last week.

The splash screen (with the quotes) opens then the app closes.

Reinstalled 64 bit, same result.
Installed 32 bit, same result.
Rolled back Windows, couldn’t load the database.
Reinstalled 64 bit, same result.
Rolled Windows forward, same result.

What next? I’m stumped.

Richard Cumberland

------------------- Log info

Nothing obvious in the log:

11/28 09:57:07 Info: Starting Roon v1.7 (build 667) stable on windows
11/28 09:57:07 Info: [URI] Checking that FriendlyAppName == Roon
11/28 09:57:07 Info: Registering for URI scheme: Roon, roon
11/28 09:57:07 Debug: looking for *_old files in: C:\Users\•••••\AppData\Local\Roon\Application
11/28 09:57:07 Info: URI scheme executable path remains “C:\Users\•••••\AppData\Local\Roon\Application\Roon.exe” “%1”
11/28 09:57:07 Debug: looking for old numerical version dirs in: C:\Users\•••••\AppData\Local\Roon\Application
11/28 09:57:07 Trace: Checking if we are already running
11/28 09:57:07 Trace: Nope, we are the only one running
11/28 09:57:07 Info: Is 64 bit? False
11/28 09:57:07 Trace: [orbit] init seq=0, pending=0, spcount=7, uidcount=0
11/28 09:57:07 Trace: [broo/imagecache] loaded 0 cache entries from C:\Users\•••••\AppData\Local\Roon\Cache\brooimages_1\index.db, current: 512mb / 0mb
11/28 09:57:07 Info: Loading broo project: ui.broox
11/28 09:57:07 Trace: [realtime] fetching time from NTP server
11/28 09:57:09 Trace: [realtime] Got time from NTP: 11/28/2020 2:57:06 PM (3815564226803ms)
11/28 09:57:09 Trace: [realtime] Updated clock skew to -00:00:02.3435474 (-2343.5474ms)
11/28 09:57:09 Info: [stats] 286mb Virtual, 47mb Physical, 1mb Managed, 582 Handles, 19 Threads

Windows error log:

Description
Faulting Application Path: C:\Users\•••••\AppData\Local\Roon\Application\Roon.exe

Problem signature
Problem Event Name: BEX
Application Name: Roon.exe
Application Version: 1.0.0.0
Application Timestamp: 5f8d852d
Fault Module Name: StackHash_2beb
Fault Module Version: 0.0.0.0
Fault Module Timestamp: 00000000
Exception Offset: PCH_3C_FROM_ntdll+0x000734CC
Exception Code: c0000005
Exception Data: 00000008
OS Version: 10.0.18363.2.0.0.256.161
Locale ID: 1033
Additional Information 1: 2beb
Additional Information 2: 2beba6fb4680d73a8c78ca7c24ccdb46
Additional Information 3: a7ac
Additional Information 4: a7ac965a9f5121c1f7a54c1e163698dc

Extra information about the problem
Bucket ID: 85c74c9d270ed2b9e4c3e36520b145e5 (1496289524696827365)

ged_hickman1 · November 29, 2020, 12:18am

Install the latest graphics drivers from the manufacturer site not windows update. Intel site if it is integrated graphics.

dylan · November 29, 2020, 7:24am

Hi @Richard_Cumberland,

As Ged suggested, this could be related to graphics drivers — We’ve seen Windows updates cause issues with those in the past. Can you confirm what kind of GPU your device uses?

Try uninstalling and reinstalling the graphics drivers (directly from the manufacturer’s site, don’t trust Windows automatic driver updates for this) and let us know if that helps.

Thanks!

Richard_Cumberland · November 29, 2020, 8:48pm

Reinstalled driver, no change
GPU is 6 core 3.50 GHz Intel Xeon E-2146G Hyper-Threaded

Rugby · November 30, 2020, 8:00pm

Which version? I have computers which are now just going to v2004.

Richard_Cumberland · December 1, 2020, 12:58am

Latest.

Still crashing, any suggestions?

nuwriy · December 1, 2020, 3:51pm

Hello @Richard_Cumberland, have you rebooted since the issue started? Also, could you please use the directions found here and send us over a set of logs using a shared Dropbox link.

Richard_Cumberland · December 1, 2020, 5:44pm

Thanks, Nuwriy. I have rebooted multiple times, no change.

Richard_Cumberland · December 1, 2020, 5:59pm

All the files are the same, here are several.

12/01 12:15:29 Info: Starting Roon v1.7 (build 667) stable on windows
12/01 12:15:29 Info: [URI] Checking that FriendlyAppName == Roon
12/01 12:15:29 Info: Registering for URI scheme: Roon, roon
12/01 12:15:29 Debug: looking for *_old files in: C:\Users\Cumberland\AppData\Local\Roon\Application
12/01 12:15:29 Info: URI scheme executable path remains “C:\Users\Cumberland\AppData\Local\Roon\Application\Roon.exe” “%1”
12/01 12:15:29 Debug: looking for old numerical version dirs in: C:\Users\Cumberland\AppData\Local\Roon\Application
12/01 12:15:29 Trace: Checking if we are already running
12/01 12:15:29 Trace: Nope, we are the only one running
12/01 12:15:29 Info: Is 64 bit? False
12/01 12:15:29 Trace: [orbit] init seq=0, pending=0, spcount=7, uidcount=0
12/01 12:15:29 Trace: [broo/imagecache] loaded 0 cache entries from C:\Users\Cumberland\AppData\Local\Roon\Cache\brooimages_1\index.db, current: 512mb / 0mb
12/01 12:15:29 Info: Loading broo project: ui.broox
12/01 12:15:29 Trace: [realtime] fetching time from NTP server
12/01 12:15:31 Trace: [realtime] Got time from NTP: 12/1/2020 5:15:28 PM (3815831728888ms)
12/01 12:15:31 Trace: [realtime] Updated clock skew to -00:00:02.1527958 (-2152.7958ms)
12/01 12:15:31 Info: [stats] 292mb Virtual, 47mb Physical, 1mb Managed, 581 Handles, 20 Threads

11/28 10:07:56 Info: Starting Roon v1.7 (build 667) stable on windows
11/28 10:07:56 Info: [URI] Checking that FriendlyAppName == Roon
11/28 10:07:56 Info: Registering for URI scheme: Roon, roon
11/28 10:07:56 Debug: looking for *_old files in: C:\Users\Cumberland\AppData\Local\Roon\Application
11/28 10:07:56 Info: URI scheme executable path remains “C:\Users\Cumberland\AppData\Local\Roon\Application\Roon.exe” “%1”
11/28 10:07:56 Debug: looking for old numerical version dirs in: C:\Users\Cumberland\AppData\Local\Roon\Application
11/28 10:07:56 Trace: Checking if we are already running
11/28 10:07:56 Trace: Nope, we are the only one running
11/28 10:07:56 Info: Is 64 bit? False
11/28 10:07:56 Trace: [orbit] init seq=0, pending=0, spcount=7, uidcount=0
11/28 10:07:56 Trace: [broo/imagecache] loaded 0 cache entries from C:\Users\Cumberland\AppData\Local\Roon\Cache\brooimages_1\index.db, current: 512mb / 0mb
11/28 10:07:56 Info: Loading broo project: ui.broox
11/28 10:07:56 Trace: [realtime] fetching time from NTP server
11/28 10:07:56 Trace: [realtime] Got time from NTP: 11/28/2020 3:07:55 PM (3815564875060ms)
11/28 10:07:56 Trace: [realtime] Updated clock skew to -00:00:01.2137071 (-1213.7071ms)
11/28 10:07:57 Info: [stats] 349mb Virtual, 47mb Physical, 1mb Managed, 583 Handles, 19 Threads

11/28 10:08:57 Info: Starting Roon v1.7 (build 667) stable on windows
11/28 10:08:57 Info: [URI] Checking that FriendlyAppName == Roon
11/28 10:08:57 Info: Registering for URI scheme: Roon, roon
11/28 10:08:57 Debug: looking for *_old files in: C:\Users\Cumberland\AppData\Local\Roon\Application
11/28 10:08:57 Info: URI scheme executable path remains “C:\Users\Cumberland\AppData\Local\Roon\Application\Roon.exe” “%1”
11/28 10:08:57 Debug: looking for old numerical version dirs in: C:\Users\Cumberland\AppData\Local\Roon\Application
11/28 10:08:57 Trace: Checking if we are already running
11/28 10:08:57 Trace: Nope, we are the only one running
11/28 10:08:57 Info: Is 64 bit? False
11/28 10:08:57 Trace: [orbit] init seq=0, pending=0, spcount=7, uidcount=0
11/28 10:08:57 Trace: [broo/imagecache] loaded 0 cache entries from C:\Users\Cumberland\AppData\Local\Roon\Cache\brooimages_1\index.db, current: 512mb / 0mb
11/28 10:08:57 Info: Loading broo project: ui.broox
11/28 10:08:57 Trace: [realtime] fetching time from NTP server
11/28 10:09:10 Trace: [realtime] Got time from NTP: 11/28/2020 3:08:56 PM (3815564936326ms)
11/28 10:09:10 Trace: [realtime] Updated clock skew to -00:00:14.4318617 (-14431.8617ms)
11/28 10:09:10 Info: [stats] 348mb Virtual, 48mb Physical, 1mb Managed, 582 Handles, 18 Threads

nuwriy · December 2, 2020, 8:28pm

Hello @Richard_Cumberland, could you please send us a copy of your event viewer logs for a closer look?

Press Win + R and type eventvwr.msc
Press OK – this should open Event Viewer window
From the left sidebar go to Windows Logs > Application
Right click on the Application subsection and pick Filter Current Log... from the context menu

image889×863 50.7 KB
On the Filter tab for the Logged section pick a parameter Last 30 days and press OK

image890×863 47.8 KB
Right click on the Application subsection again and pick Save filtered log file as.. from the context menu
Enter the log file name, for e.g. Roon_USERNAME , and press Save
Upload the Event Viewer logs to our diagnostics servers, information has been sent via private message

Richard_Cumberland · December 3, 2020, 12:45pm

Thanks, Nuwriy. For privacy reasons I’m not going to send you 30 days of Windows event logs.

Here is the actual exception:

Application: Roon.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.AccessViolationException
at Broo.Gdi.ChoosePixelFormat(IntPtr, PIXELFORMATDESCRIPTOR ByRef)
at Broo.Engine.WglLoaderWindow.LoadWgl(PIXELFORMATDESCRIPTOR ByRef, System.String ByRef, System.String ByRef)
at Broo.Engine.GlWindow.InitializeContexts()
at Broo.Engine.GlWindow…ctor(Broo.Engine.OpenGlWindow)
at Broo.Engine.OpenGlWindow…ctor()
at Broo.Engine.DeviceTarget…ctor(Broo.Engine.Window ByRef)
at Broo.BrooLoader.Load(Boolean, System.String, System.String, System.String, Broo.Engine.Engine ByRef, Broo.Engine.Window ByRef, Broo.Engine.LoadContext ByRef, System.String ByRef)
at Sooloos.Application.Main(System.String[])

Rugby · December 3, 2020, 8:11pm

The error seems to indicate an OpenGL issue.

When you reloaded the drivers did you use Windows drivers or download the latest from Intel directly as Ged mentioned? If you did not download them from Intel, I would try that.

And which version of Windows? I don’t see if you had mentioned it before. You are running a server CPU, are you using Windows Server?

Richard_Cumberland · December 5, 2020, 7:14pm

For heaven’s sake.

I can’t believe I’m spending all this time struggling with video drivers for an audio program. Why does Roon need graphics acceleration in the first place? I never even use the UI except to start some music.

This worked perfectly for a year and half, very annoying.

Disabled my NVIDIA driver, no change.
Disabled my Intel driver, no change.
Reloaded drivers again, from the PC, no change.
Reloaded drivers again, from the manufacturer site.
Completely disabled my NVIDIA card, Roon finally loaded and I had to set it up from scratch.

Through my many installs and reinstalls of Roon, I thought I was preserving my files but Roon now cannot find my backup database and it appears to be gone.

Directory of D:\RoonBackups\740e8dda-2454-ffb6-7acc-18c6a5c47ee7

08/12/2019 06:12 AM .
08/12/2019 06:12 AM …
08/12/2019 06:12 AM 15 name
08/12/2019 06:12 AM xx
08/12/2019 06:12 AM 21 roon_backup
2 File(s) 36 bytes
3 Dir(s) 3,096,902,897,664 bytes free

So at this point, my NVIDIA card is completely disabled and the database I set up for a terabyte of music is apparently lost.

Is there someplace else where I can try to find the database?

What a painful experience.

nuwriy · December 7, 2020, 6:25pm

Hello @Richard_Cumberland, you could also try running Nvidia’s driver tool to check for outstanding issues with your drivers, and I’d also recommend a reboot in between the reinstall process. You can try this, but ultimately we will need information from the Event Viewer logs to have an understanding of what is happening when Roon crashes

system · December 7, 2021, 6:26pm

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