Roon stuck on thinking icon and white screen on iMac M4 (ref#KD5Q08)

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

· I have had the message waiting for roon server and now have the Roon "thinking" icon on a white screen for the last 20 minutes. I'm running on an iMac M4 with the latest OS version. It was fine until yesterday when I ran Roon through a different streamer (Wiim Pro) and then went back to my main streamer (Cambridge Audio MXN10)

Tell us about your home network

· Hub is Virgin Media 360 in modem mode feeding an Orbi router wit 2 satellites. I have VPN active. All was great until yesterday after I used a different end point which I have now switched off. The only end point active is the MXN10

2

@Ian_Jackson1,

Thank you for sharing your question with us.

We have reviewed the diagnostics report from your machine and noticed that your system is currently stuck in an unauthorized state.

To resolve this, please stop your Roon Server, navigate to your Library folder, and rename the “RoonServer” folder (/Users/%username%/Library/RoonServer) to “RoonServer_old”. Once that is complete, please start your Roon Server again.

After logging in, Roon will generate a fresh database. You will then need to restore your database from a previous backup to resume normal operation.

If you do not have a recent backup available, please let us know and we will guide you on how to proceed from there.

3

I have done all that and it still shows blank screen with logo and still showing unauthorised in Roon ARC. I’m getting very frustrated and given I am on a trial version, I’m not sure whether I’ll continue after the trial period. When it was working I thought Roon was absolutely fantastic. Not so sure now.

4

@Ian_Jackson1,

Thanks for confirming.

We’ve taken another look at the logs from your machine and noticed a few internet-related issues that may be affecting Roon’s ability to authorize properly.

Could you please try the following:

  • connect your iMac to a mobile hotspot from your phone
  • temporarily disable the macOS firewall
  • temporarily disable any VPNs, if you use any
  • then reinstall Roon and try signing in again

Please let us know whether this helps.

Thanks.

5

Still not working.

Maybe we should wipe all existing Roon files and data and start with a brand new install. When I first installed Roon it was great, let’s get back to that.

6

Hi @Ian_Jackson1,

We’d be happy to extend your trial once we get things functioning properly for you - it’s important to have proper time to test out Roon and see if it’s a good fit for you. :+1:

To confirm, you’ve tested disabling your VPN and rebooting your iMac? And, you did the same thing with the macOS firewall? Disable, then reboot?

Even temporarily, these will help us understand if the blockage is a permissions issue within the Mac itself.

We can certainly try this as well! Did you by chance save or create any backups yet? No worries if not, but if you did have settings saved, we’d be able to restore from the backup you’ve created.

Nonetheless, here are the steps to create a fresh Roon and Roon Server database:

  • Create a Backup of your current database
  • 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

We’ll be monitoring for your reply, thank you!

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