Roon stays on 'Connecting...' after update to 2.65 (ref#2H7BKN)

[acj]

Hi! What’s not quite right with Roon?

· None of the above quite fits

None of the above quite fits

· None of these quite match

Tell us what's going on

· Suddenly my Roon just cannot connect!!!
I have reached the customer success team with this issue and Adrienne informed me about the new software version Roon 2.65, build 1653. I have downloaded it from your website a couple of times and installed over the old one 2.64, 1646. However it does note work. I can send you a print screen, but it stays "Connecting..." with a red dot and never gets out of that. It does not allow me to do any other operations than quit, too.
Can you help me?

Tell us about your home network

· Router TP-Link Deco x50. Connections with Gigabit cables on both ends. No VPN

[alex_h (Alex)]

Hello @acj,

Thanks for reaching out to Roon Support, and sorry to hear that you’re having trouble connecting.

To help us investigate this further, could you please collect and upload your Roon logs from the following folders on your Mac?

• ~/Library/RoonServer
• ~/Library/Roon

Please zip both folders and upload the archive here:

https://workdrive.zohoexternal.com/collection/8i5239cc05950ac07456889838d9319545a82/external

Also, could you please let us know how many Roon instances are currently installed on your Mac? For example, whether you have only one copy of Roon installed in the Applications folder, or if there are any additional copies elsewhere on the system.

Once we have the logs, we’ll review them and advise on the next steps.

Thanks!

[acj]

Hello Alex,

Thanks for your help.

I did not find those Library files.

I have only one copy of Roon.app installed on this MacBook.

I am sending a couple of prints below for you to check it.

You will see that the Roon.app is in the Applications folder, but there are no Libraries.

It is worth mentioning that the Roon Server wa running perfectly in this MacBook Pro before for a couple of days and then suddenly it stoped.

Also, I have tried to open the link you sent below for the upload of files, but it gives me this error message:

[benjamin]

Hi @acj,

Thanks for the additional information! Sorry to hear you’re still having issues.

Does this happen no matter the Roon remote device you use to attempt to connect to your Roon Server?

In Finder → Applications, right-click RoonServer → Get Info — what Roon Server version is shown?

Since two “over the top” installs have failed, recommend a proper clean install:

1. Quit RoonServer completely (from the menu bar icon → Quit)
2. Move /Applications/RoonServer.app to Trash (do NOT empty Trash yet)
3. Download a fresh copy of 2.65/1653 from roonlabs.com
4. Install the freshly downloaded package

If you can, see if you can set up a temporary direct ethernet connection from your Mac running Roon Server to your primary router during this process.

Thank you!