Roon Hangs on Start (Win 10 Pro)

[noris]

Hi @Derek_Kozacko,

Thanks for checking.

@Derek_Kozacko

running as an Admin

Just a word of caution - you shouldn’t be running Roon as Admin, it might cause some issues. I would try running Roon in regular mode instead.

@Derek_Kozacko

The only graphic utility I have running is Nvidia Multi Display Power Saver

If you turn off/exit all graphics utilities, does the same behavior still occur?

[Derek_Kozacko]

Hello Noris:

I have “Run as Admin” unchecked now. I just experimented with it and it didn’t seem to help. I’m continuing to test to see if I can find a scenario that seems to be stable. I disabled NV Multi-display power saver and it still hung. After the last reboot, it came up so I’ll try to run it and see if it keeps working.

One thing i did notice. After I adjusted Graphics Settings to Power Saver for Roon (as you suggested), many of the images on the GUI are now blank gray.

For example, all the “Recently Added” row are gray, the New Releases row all show the covers. Is that expected behavior for this setting or another indication of a potential incompatibility?

[noris]

Hi @Derek_Kozacko,

@Derek_Kozacko

After I adjusted Graphics Settings to Power Saver for Roon (as you suggested), many of the images on the GUI are now blank gray.

For example, all the “Recently Added” row are gray, the New Releases row all show the covers. Is that expected behavior for this setting or another indication of a potential incompatibility?

I am not aware of the power saver GPU causing this kind of behavior, it should have been working similar to the external GPU. Are you certain that these albums actually had covers previously? When the gray “square” cover appears, that generally means that Roon does not have metadata associated with the album and the generic “gray” artwork is displayed instead.

[Derek_Kozacko]

Hello Noris:

I have been extensively troubleshooting this and I do have some information for you. First, my setup is a triple-monitoring in a PLP configuration. The left and right monitors are 2560X1440@60Hz (in Portrait) and the center is 3440X1440@144Hz. I had exactly the same setup with a different center monitor (same res but only 75Hz). That system had AMD graphics and this one is an Nvidia 2080ti.

What I found through extensive testing is that:

1. I can start Roon successfully after a reboot or if I reinstall Roon.
2. It’s the GUI that is hanging as I can run Server-only without any issues.
3. Roon will fail to restart after I close it almost all of the time. Every once in while I can start, stop and restart it but it will then crash on the third restart attempt. Once this happens it will hang every time thereafter.
4. If I shut off my center monitor and use only the left and right OR shut off the left and right and use only the center monitor, Roon will launch successfully every time. It can hang 10 times in a row with 3 screens, but if I shut off the center monitor, I can then launch it successfully 10 times in a row.
5. Once I have it up and running (with some screens off) I can then turn back on the other screens and it will continue to run. If I close it and restart it may work once but then back into the hang situation.
6. I have shut down any additional Nvidia utilities and this made no difference.
7. I set the program to Power Save GPU and this made no difference.
8. I have tried setting the center monitor to 60 Hz (to match the L and R) and this does NOT fix the issue.
9. Nvidia has a weird and long-running bug that causes many multiple monitor configurations to enter a higher power state and not downclock. This is one of the reasons I run Nvidia Multi Display Power Saver. However, I see the same behavior with Roon regardless if this utility is running (and clocks/temp are lower) or not running (and clocks/temp are higher).
   I am sending you two screen caps with Roon running and hanging and CPU-Z data on my card in case this helps at all. I had 3-monitors of the same resolution running with Roon for several years on my old system so I have to believe it has something to do with Nvidia drivers and the way that they deal with multiple monitors and different frequencies.

[noris]

Hi @Derek_Kozacko,

Thanks for the update here and for the extensive testing!

It does sound like the three monitor setup is definitely a factor in the issue.

@Derek_Kozacko

I am sending you two screen caps with Roon running and hanging and CPU-Z data on my card in case this helps at all.

Yes, do send me the CPU-Z data and I will attach it to your case notes.

I have asked QA to review the new findings and once I hear back, I’ll be sure to let you know.

[Derek_Kozacko]

Noris, let me know if the two images came through I uploaded JPG’s last night for you. Thanks.

[noris]

Hi @Derek_Kozacko,

No, I am not seeing any images in your reply. You can upload screenshots by using our screenshot instructions.

[Derek_Kozacko]

Sorry, I uploaded them using the same link as I did with the logs. Here are two images.The first when Roon is Hung and the second when Roon is running successfuly.

[noris]

Hi @Derek_Kozacko,

I appreciate your patience until I had a chance to receive further feedback regarding your case from QA. I have followed up via private message for next steps.