Roon stuck on loading logo after extensive troubleshooting (ref#VML3SH)

Support
1

Hi! What’s not quite right with Roon?

· Roon is slow, freezing or won’t start

Roon is slow, freezing or won’t start

· Roon won’t start up at all

Tell us what's going on

· You've spent hours of troubleshooting with me over the last month and had me work with eero tech support too- everything seemed mostly fine for a week- this afternoon at 330 ET roon went down and won't return. I've rebooted, deleted, reinstalled - nothing- I'm looking at the roon logo like its loading for the last half an hour. I'm sick of this. Let me know about a full refund for my annual fee and I'll cancel. I'm exhausted and furious and hate that the constant problems with Roon on my system ruin my listening to music. You clearly can't figure this out and I've spent all the time and money (hardwired the whole house) trying to solve this with you- and here I am- no roon, spinning logo for 45 mins. You have all my info and can look up all the tech support communications with me over the last month.

Tell us about your home network

· You have all the info in my exiting string of 50 tech support emails

2

and an hour and 30 minutes its still skipping tracks every 8 seconds on lumin p1 say its “lost control due to the input being switched”. hardwired and no other commands being sent

3

Hello @andrew_cowan1

Thank you for reaching Roon support.

We see the traces of the playback in the recent diagnostic data.

03/23 11:27:00 [Local 03/23 07:27:00] Trace: [Lumin p1] [Enhanced, 24/88 QOBUZ FLAC => 32/88] [100% buf] [PLAYING @ 3:13/6:03] Yich Nou - Chyco Siméon
03/23 11:27:05 [Local 03/23 07:27:05] Trace: [Lumin p1] [Enhanced, 24/88 QOBUZ FLAC => 32/88] [100% buf] [PLAYING @ 3:18/6:03] Yich Nou - Chyco Siméon
03/23 11:27:07 [Local 03/23 07:27:07] Info: [stats] 10737mb Virtual, 3374mb Physical, 2857mb Managed, 517mb estimated Unmanaged, 423 Handles, 78 Threads, 2.63% of runtime in GC pauses, 24ms last GC pause duration
03/23 11:27:09 [Local 03/23 07:27:09] Debug: [easyhttp] [2554] POST to https://api.roonlabs.net/bits/1/q/roon.base.,roon.internet_discovery.,roon.debug.,roon.broker.,roon.dsp.,roon.sood.?roon_auth_token=xxxxxx returned after 103 ms, status code: 200, request body size: 265 B
03/23 11:27:09 [Local 03/23 07:27:09] Trace: [bits] updated bits, in 105ms
03/23 11:27:10 [Local 03/23 07:27:10] Trace: [Lumin p1] [Enhanced, 24/88 QOBUZ FLAC => 32/88] [100% buf] [PLAYING @ 3:23/6:03] Yich Nou - Chyco Siméon
03/23 11:27:12 [Local 03/23 07:27:12] Trace: [library] endmutation in 27ms

Would you kindly confirm that the issue is still there ?

4

After about an hour it was resolved- i repeatedly rebooted the nucleus, logged in and out of roon, rebooted the lumin- it was the worst, longest and most difficult lock up of roon that i can recall- all with no explnation and after a week of it running smoothly. What does your log say was going on? Im at my wits end and its unsolvable. I plan to sell my nucleus and cancel roon. The endless issues with it ruin my listening pleasure.

5

Hey @andrew_cowan1,

Thanks for the follow-up! From a fresh Roon Server diagnostic report, we can see your issues are clearly tied to your Nucleus running out of available RAM, and crashing due to being out of memory:

user.err kernel: [ 4306.177696] Out of memory: Killed process 1699 (RoonAppliance)

What is most odd about this, is that you’re library is only around 16k tracks, which is very much within the scope of a size suited for 4GB of RAM.

In the Roon Settings, try performing a Library Clean-Up. If the database has become bloated or fragmented over the last 6–8 months, this can sometimes reduce the memory footprint.

We also have a release over in Early Access that may very much help with your issue here. That will make it over to our next Production update soon.

You could also increase your RAM to 8GB as well, but I’m not as confident as I’d usually be in saying this will 100% solve your issue, and this is only because of your current library size.

Let me know your thoughts and how you’d like to proceed, thank you Andrew! :raising_hands:

6

thanks but this leaves me confused too. I had it clean up the library and it didn’t seem to do anything. If I load roon onto a mac mini I have will Roon see it as an option to choose rather than the nucleus and if it does I can choose to use it instead of the nucleus? I assume it won’t see my library that resides in the nucleus though there must be a way to move the library over or point the mac mini to the library on the nucleus? How do I do this and what do you advise?

7

Hi @andrew_cowan1,

If you want to test moving your Roon database onto the Mac Mini to use that as a Roon Server (temporarily), then that process will technically be a “database migration.”

You’ll essentially create a Backup of your Roon library on the Nucleus, and then restore that Backup to the Mac Mini after installing a dedicated Roon Server there. This is simpler than it sounds. Here’s a guide you can use:

Let us know if we can help or clarify any of these steps.

The goal here is to test the database on the Mac Mini to see if we can reproduce any of the memory issues you’ve encountered on the Nucleus using the same database. We’ll proceed from there to pin down what’s causing the problem Thank you!

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