Roon crashing when trying to add network share

Clarence_Vann · March 27, 2020, 9:07pm

Was able to add NAS share via Remote on my iPad and added share appear in my Desktop Remote. The foolowing problem, however, persists.

Win10 Desktop > Roon Remote > Settings > Storage. When I click “Add Folder”, the Folder screen appears and then Roon exits BEFORE I can select Add Network Share. So Roon Remote allows me to add Network Shares on my iPad but not on my Desktop.

noris · March 28, 2020, 3:27am

Hi @Clarence_Vann,

Can you please reproduce this issue and note the exact local time + date it occurs at? I would like to enable diagnostics mode and see if there’s more info in logs regarding the error.

Clarence_Vann · March 31, 2020, 4:42pm

It occurred at 8:16 Mountain tine on 3/28.

noris · April 1, 2020, 1:29am

Hi @Clarence_Vann,

Thanks for letting me know that timestamp.

I have tried to enable diagnostics mode for your account and what this should have done is upload a log set to our servers, but I don’t see this log report coming in unfortunately.

Can I please ask that you use these instructions to manually access your Roon Windows logs and upload a set to Dropbox / Google Drive / Send.firefox.com and post a link here?

Clarence_Vann · April 1, 2020, 8:11pm

My Roon Core runs on a SonicTransporter, are the “Roon Server Diagnostics” in Manage > Apps > Roon what you are looking for?

noris · April 1, 2020, 8:13pm

Hi @Clarence_Vann,

No, I am looking for the Windows Roon logs in this case. If you open up Windows Explorer (the app you usually use to navigate to C: drive and type in %localappdata%/Roon/Logs into the address bar, that should bring you to the Roon logs folder on the Window PC.

Clarence_Vann · April 1, 2020, 10:22pm

Here you go.

noris · April 2, 2020, 12:59am

Hi @Clarence_Vann,

Thanks for sending the log over, I can confirm I located the error trace and I have passed it to QA for further feedback. Once I hear back from them, I’ll be sure to reach out once more. Thanks!

Clarence_Vann · April 2, 2020, 3:45pm

Thank you!

noris · April 9, 2020, 3:51am

Hi @Clarence_Vann,

Thanks for your patience here! I spoke to QA and it appears that a file or folder in the Sonic Transporter root folder may be causing this behavior.

Can you please access your SonicTransporter via the network (outside of Roon) and post a screenshot of what you see in the root of it?

Clarence_Vann · April 9, 2020, 4:47pm

Capture No problem, see screenshot.

noris · April 9, 2020, 5:11pm

Hi @Clarence_Vann,

Thanks for the screenshot, I have added this to your case notes.

You mentioned that your Roon Remote does not display this behavior, could you also please share a screenshot of what you’re seeing on the remote end when you open up Add Network Share?

noris · April 14, 2020, 8:00pm

Hi @Clarence_Vann,

I’ve discussed this behavior further with QA and they believe that this issue could be due to you having already browsed into a folder with illegal characters in its path. Have you had a chance to take a look at this yet?

You may also want to try reinstalling the Roon client on your Windows PC and see if the fresh install of Roon also has this issue. If you are able to initially access the Storage tab properly, but it stops working after navigating into a specific folder, please keep track of which folder you navigate to causes this issue to start occurring.

Make a Backup of your current Roon Database
Exit out of Roon
Navigate to your Roon’s Database Location on the PC
Find the folder that says “Roon”
Rename the “Roon” folder to “Roon_old”
Reinstall the Roon App to generate a new Roon folder

Clarence_Vann · April 16, 2020, 8:19pm

HI Noris,
I reinstalled the Roon Client on my PC as suggested and generated a NEW Roon folder. Unfortunately that did not solve the problem. I’ve taken a couple of screenshots of the Add Folder screen and the Add Network Share screen which I will send to you via Firefox Send. I’m not sure why the HDD folder shows up in my ST as I access my music from my Diskstation network share. I see no way, however, to delete the HDD folder. Suggestions?

Clarence_Vann · April 16, 2020, 8:22pm

Screenshots from iPad

noris · April 16, 2020, 9:05pm

Hi @Clarence_Vann,

Thanks for the screenshots, I’ve re-uploaded them below for anyone else following this thread (for future reference, you can upload screenshots directly here by using these instructions):

On the screenshots it looks like there is a special character n the root of your SonicTransporter folder name (M:|), and this might be causing the issue.

You don’t want to delete the SonicTransporter root folder. What I would suggest here instead is to rename the M:| Music-FLAC Archival Music folder not to contain any special characters in it (without the : and | characters in it).

You should be able to access the SonicTransporter by locating it under the “Network” tab in Windows Explorer (the app which you usually use to navigate through files/folders on Windows). If you can’t locate it, these instructions may also help:

agillis · April 16, 2020, 9:43pm

It not sure how you added the m: folder to the /root folder that should not be there.

The /storage folder on the sonicTransporter is where all the music is.

If you are still having issues with a sonicTransporter contact Small Green Computer for help

Clarence_Vann · April 17, 2020, 3:28pm

Hi Noris,

Success, Andrew at SGC was able to delete the offending folder in the ST’s root. Everything working now as it should be. Thanks you for your timely assistance. You guys rock!

noris · April 17, 2020, 3:35pm

That’s fantastic news @Clarence_Vann, glad you could resolve this issue with Andrew’s help!

system · April 19, 2020, 3:35am

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