Roon stuck on 'connect to server' page after clicking (ref#UEKMGH)

Support
22

thanks so much for your help! it does show build 1653. I’ll try rebooting though I have done that a number of times.

1 Like
23

tried what you suggested and still no luck. thanks anyway for your help

1 Like
24

It’s weird :neutral_face: Good luck, I’ll be watching what official support finds out that I forgot checking

25

Is official support going to give me some help? I’ve been without Roon for over a week now and am frustrated.

28

Hey @Clark_West,

Thanks so much for your patience here, I completely understand how frustrating it can be when software is updated and ultimately breaks without much wiggle room.

That said, we were able to review a fresh Roon Server diagnostic report from your Mac, and see that the machine ID mismatch is the core problem.

Roon’s account server believes your licensed machine is a specific ID (likely from an older macOS installation or before some system change), but your current Mac is presenting as a different ID.

This would explain exactly why a reinstall didn’t help, the reinstall doesn’t change your machine’s ID or fix the account-side allocation.

Some Next Steps to Fix This:

Step 1 — Perform a “bump” (de-authorize the old machine) via Roon’s website

This is the specific action the server is requesting but can’t complete on its own because it requires user interaction:

  1. Go to https://account.roon.app and log in
  2. Look for a section called "Login Sessions"
  3. You should see an old/duplicate entry for "Mac"
  4. De-authorize or remove that old machine entry (you can also remove all sessions to refresh this.)
  5. Fully quit Roon Server (click the menu bar icon → Quit), then relaunch it
After that, the machineallocate call should succeed instead of returning NeedsBump, and the broker should become properly licensed.

If this doesn’t help, let us know. The good news: Roon Server is running, your library and settings are intact, and your DAC (D&M Holdings HD-DAC1) and HQPlayer are being detected correctly. This is purely an account authorization blockage. :folded_hands:

29

I tried to remove the old login sessions but am still having the same issue of not being able to access Roon. perhaps I did something wrong?

31

Hi @Clark_West,

Apologies for the slow response, are you still having trouble connecting to Roon? Do you have any backups of your database, or would you be okay starting over? The best next step may be to do a clean install of Roon and see whether that clears things up. I’ll provide the instructions below:

  • Exit out of Roon + RoonServer (from taskbar area)
  • Navigate to your Roon Database Location
  • Find the folder that says “Roon Server” and “Roon”
  • Rename the “RoonServer” folder to “RoonServer_old” and “Roon” to “Roon_old”
  • Reinstall the Roon App from our Downloads Page to generate a new Roon folder
  • Verify if the issue persists on a fresh database before restoring the backup

Here is the process outlined from a macOS machine:
roonoldmac

33

I followed these instructions and am still unable to access Roon. is there any other solution?