Roon Essentials trial period incorrectly displayed after login (ref#QRRALF)

Support
1

What’s happening?

· Other

Describe the issue

Hi, i have Roon essential lifetime account. After logging in the roonsite my roonessiantials says now i have 60 days left for my trial account.

Describe your network setup

Deco

2

Roon and Roon Essentials are two different things. Maybe go to Roon Essentials to see what is going on.

3

I know that but it is Roon that infiltrated my Roon essentials. That has worked fine for years

4

How do you know that it is Roon that has “infiltrated” your Roon Essentials account? I would first contact Elac support for this…

5

Because this happened after I had installed Roon on my mobile device. My JBL speaker came with a 60-day trial version. After installation, it was intertwined with my Roon Essentials. So it is the installation of Roon that caused this. I have been using Roon Essentials for years without any problems.

6

I thought that Roon Essentials was a once-off purchase, not a subscription? I still think that you need to take this up with Elac. They are responsible for supporting Roon Essentials.

7

There is a separate Roon Essentials remote as far as I can tell:

Maybe you shouldn’t install the Roon remote? What happens if you uninstall it?

8

You are right it is a once-off purchase, not a subscription. Anyway it was the Roon installation(60-day trial) that placed this notification in my roon essentials. I will also contact Elac

9

Of course uninstall Roon but unfortunately the message remained

10

Hey @hans.plasman,

Thanks for writing in!

We, unfortunately, don’t support Roon Essentials, this is something you’ll need to get in touch with Elac directly - which it sounds like you’ve already done. :+1:

11

Sure but it was the Roon installation that broke my Roon Essentials. So Roon and Roon Essentials cannot be installed side by side. Hopefully Elac will know a solution

1 Like
12

Hey @hans.plasman,

Understood!

How did you remove Roon specifically?

13

Can you delete both, then put back Roon Essentials?

14

Through the JBL app, I was able to try a 60-day trial. I selected that and then created an account and downloaded the app on my mobile device (Iphone). So after that, I had the trial in my Roon Essentials. I deleted the app in the usual way.

16

Hi @hans.plasman ,

Thanks for that additional information, we are checking with the team to see if the code could be related and will get back to you.

18

Hey @hans.plasman,

We’re very sorry for the interference with your long time use of Roon Essentials. I wish we had specific details around what caused this — all we can see on our end is a Roon account created back in 2019.

As a test, we’d like to close your Roon 60-day trial and see if the issue remains once you restart your system.

We can always re-enabled it afterwards.

Please, let us know if that would be alright :relieved:

19

Yes, close it please. Let me know when it’s closed so I can test it.

20

Thanks for the confirmation, @hans.plasman. We have closed the Roon trial started on your account. Could you please restart your Roon Essentials and try logging in again?

21

Hi,

That solved the problem. Thank you!

1 Like
22

That’s so great to hear :raised_hands:

Thank you for your help in getting this sorted out. If you ever change your mind and want to resume the Roon trial, please make sure to let us know.