Roon does not start on desktop pc win 10

Support
1

I am new to Roon. Installed R on Innuos zen mini mk 3. Control works fine with android phone and tablet. Does not start on desktop pc win 10, only 10 ‘’ black box flash with Nietzsche quote. Can’t believe reverting to earlier win version is the only solution. Help desperately wanted. Thank you very much.

3

Hi @Karel_D_huyvetters,

Do you have any antivirus or firewall running on the Core machine? If you disable them temporarily is there any change?

4

Thanks for replying. The core is on the Innuos Zen Mini Mk 3, which is headless, I cannot access it’s 2 TB hd. The pc that I want to use as remote did have the Defender firewall turned of when I downloaded and installed R there.

5

This is my last day of the trial period. I would like the problem solved before I make a commitment for life…

6

Hello @Karel_D_huyvetters,
So we can take a closer look, are you able to access your database and zip up the Logs folder for us?

If you can zip up that folder and send us a shared Dropbox link (or any other file sharing service), we can get a sense of what’s gone wrong here. If you can’t access the database, or if you don’t have anywhere to upload the Zip file, just let us know. We’ll walk you through the next steps here so we can figure out what’s gone wrong.

Thanks in advance for your patience, and sorry again for the trouble here.

7

Is this what you want?

12/25 13:51:53 Info: Starting Roon v1.7 (build 505) stable on windows
12/25 13:51:53 Debug: looking for *_old files in: C:\Users\karel\AppData\Local\Roon\Application
12/25 13:51:53 Debug: looking for old numerical version dirs in: C:\Users\karel\AppData\Local\Roon\Application
12/25 13:51:53 Trace: Checking if we are already running
12/25 13:51:53 Trace: Nope, we are the only one running
12/25 13:51:53 Info: Is 64 bit? True
12/25 13:51:53 Trace: [broo/imagecache] loaded 0 cache entries from C:\Users\karel\AppData\Local\Roon\Cache\brooimages_1\index.db, current: 512mb / 0mb
12/25 13:51:53 Info: Loading broo project: ui.broox
12/25 13:51:53 Trace: [realtime] fetching time from NTP server
12/25 13:51:53 Trace: [realtime] Got time from NTP: 25/12/2019 12:51:54 (3786267114900ms)
12/25 13:51:53 Trace: [realtime] Updated clock skew to 00:00:01.1558337 (1155,8337ms)
12/25 13:51:55 Info: [stats] 4915mb Virtual, 75mb Physical, 1mb Managed, 625 Handles, 20 Threads

8

My impression is that only the fast link is working, the program itself does not start up.

9

I wanted the entire set of logs, but let’s try to work with what you’ve provided. I suppose this is the entire log file, and previous logs look the same. If this is a case I suggest to try simple things first:

  1. Uninstall current build and try the latest build (yours is out-of date). Here you can download latest one https://roonlabs.com/downloads.html

  2. Make sure you tried to reboot Win10 machine

  3. Make sure you’ve disabled AV software which might prevent roon from running

If nothing helps, please send the full set of logs. If you don’t have dropbox or anything like that - let me know.

10

I uninstalled succesfully, rebooted, downloaded from the place you showed, installed, started up, but snafu: the same black box with a quote for a few seconds, then nothing.

These are the only two logs:
12/25 15:19:08 Info: Starting Roon v1.7 (build 511) stable on windows
12/25 15:19:08 Debug: looking for *_old files in: C:\Users\karel\AppData\Local\Roon\Application
12/25 15:19:08 Debug: looking for old numerical version dirs in: C:\Users\karel\AppData\Local\Roon\Application
12/25 15:19:08 Trace: Checking if we are already running
12/25 15:19:08 Trace: Nope, we are the only one running
12/25 15:19:08 Info: Is 64 bit? True
12/25 15:19:08 Trace: [broo/imagecache] loaded 0 cache entries from C:\Users\karel\AppData\Local\Roon\Cache\brooimages_1\index.db, current: 512mb / 0mb
12/25 15:19:08 Info: Loading broo project: ui.broox
12/25 15:19:08 Trace: [realtime] fetching time from NTP server
12/25 15:19:08 Trace: [realtime] Got time from NTP: 25/12/2019 14:19:09 (3786272349944ms)
12/25 15:19:08 Trace: [realtime] Updated clock skew to 00:00:01.4089248 (1408,9248ms)
12/25 15:19:10 Info: [stats] 4906mb Virtual, 72mb Physical, 1mb Managed, 591 Handles, 19 Threads

12/25 15:24:17 Info: Starting Roon v1.7 (build 511) stable on windows
12/25 15:24:17 Debug: looking for *_old files in: C:\Users\karel\AppData\Local\Roon\Application
12/25 15:24:17 Debug: looking for old numerical version dirs in: C:\Users\karel\AppData\Local\Roon\Application
12/25 15:24:17 Trace: Checking if we are already running
12/25 15:24:17 Trace: Nope, we are the only one running
12/25 15:24:17 Info: Is 64 bit? True
12/25 15:24:17 Trace: [broo/imagecache] loaded 0 cache entries from C:\Users\karel\AppData\Local\Roon\Cache\brooimages_1\index.db, current: 512mb / 0mb
12/25 15:24:17 Info: Loading broo project: ui.broox
12/25 15:24:17 Trace: [realtime] fetching time from NTP server
12/25 15:24:17 Trace: [realtime] Got time from NTP: 25/12/2019 14:24:19 (3786272659056ms)
12/25 15:24:17 Trace: [realtime] Updated clock skew to 00:00:01.3961410 (1396,141ms)
12/25 15:24:19 Info: [stats] 4910mb Virtual, 75mb Physical, 1mb Managed, 622 Handles, 19 Threads

11

Which AV programs could be in the way of Roon? I don’t run any, for the moment.

12

Do you know when my trial period ends exactly, local time? I want to take a lifetime contract, but Roon should work on my desktop, that’s where I work all day.

13

I don’t have an access to trial info, but don’t worry about it, @kevin will make sure you are in order while we troubleshoot this issue.

14

Can you please describe your PC - make\model\CPU\GPU\RAM\Motherboard

Also, It would be useful if we could take a look at the Windows Event viewer logs next time this issue occurs, can you please use these instructions to generate a report and note the exact local time + date the issue occured?

  1. Press Win + R and type eventvwr.msc
  2. Press OK – this should open Event Viewer window
  3. From the left sidebar go to Windows Logs > Application
  4. Right click on the Application subsection and pick Filter Current Log... from the context menu
    image
    image889×863 50.7 KB
  5. On the Filter tab for the Logged section pick a parameter Last 30 days and press OK
    image
    image890×863 47.8 KB
  6. Right click on the Application subsection again and pick Save filtered log file as.. from the context menu
  7. Enter the log file name, for e.g. Roon_USERNAME , and press Save
  8. Upload the Event Viewer logs to our diagnostics servers, information has been sent via private message

Thanks!

15

HP Pavillon Desktop PC 570-p0XX intel Core i7-7700 cpu 3.60 GHz 16 GB Ram 64 bits
Win 10 Home 1909

16

I did not get a private message. How can a send you the log file? Thanks.

17

I sent you the file in reply to your mail, but it bounced. I will try again.

18

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19

Hello @Karel_D_huyvetters,

Would you mind to try the instruction I’ve sent you in PM.

Regards,
Vova

20

I’m terribly sorry, but where did you send the PM to? Mail? FB? Meesenger? Whatsapp?

21

I’m sorry, I’m new here. I did find the message and uploaded the file, en sent you the name: roon-karel dhuyvetters.evtx