Roon Won't Connect to Server Across Devices Intermittently

Support
1

Hi Conner,
Just to clarify, this is the screenshot of what it does when it suddenly stops, searches and then reboots itself.
I’ve tried the troubleshooting steps recommended but it did happen last night before bed.
When I get home, I will see how it acts today. Again, thank you very much!!!

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2

Good Morning Conner,
At home both Roon on the computer and the Roon app, suddenly stops with the first attached screenshot then goes to the second screenshot and then reboots itself. It generally happens 2-3 songs into a play session, randomly.
Please advise, any help is greatly appreciated, thanks!

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3

Hi @philip.cancel,

I’ve moved your second issue with Roon into a dedicated troubleshooting thread since it will require separate troubleshooting steps from ARC.

Are you able to describe how this network topology is connected? If your RoonServer is on a laptop relying on WiFi, then your up- and downstream connections are both vulnerable to interference in the signal. Roon might struggle on occasion to reach the internet and devices.

This will also occur when the laptop is closed and hibernates - RoonServer, even if it open in the backgrouhd, loses network permissions.

You can partially mitigate these frustrations by verifying that your laptop has good line-of-sight to the main, upstream router rather than a mesh node or wireless access point. If you have control of your router settings page, you can verify that multicast and IGMP snooping are enabled.

4

Hi Conner, my apologies for not getting back to you sooner. The duplex I rent from gives us no information or access to any information about the ISP, other than the bill that’s included in the rent. Both my son & I have been to the office as well as sent an email or two, but nothing.
I have everything, the laptop, apple tv, stereo amp & tv all plugged into an ethernet hub, which is plugged into an ethernet port in the house wall, provided by the housing duplex.
In my earlier post, I failed to put “but I don’t” have access or ability to get information. I didn’t realize it till after I posted, sorry.
Maybe you are right, that this might be an up- and downstream connection issue or weakness issue, because we are hearing that the whole complex, might be sharing internet with up to 5 houses on the street that they live, (DSL connection, possibly?). I wish there was something I could screen shot from my computer to help you understand more. If so, please let me know, if at all possible, I will send it.

6

Hi @philip.cancel ,

Thanks for your message. We’ve activated diagnostics mode for your account and what this does is upload a log set for review. Looking over the log set, we can confirm seeing the crashes listed, but it is unclear as to the reason of the crash, it looks like it happens when Roon isn’t doing anything and has just been sitting idle.

Typically when we see issues like these, the customer is able to trace it back to failing hardware or an operating system issue. I would suggest trying the options listed in the below guide as the first step:

Then, please try to run Check Disk:

https://www.dell.com/support/kbdoc/en-us/000148643/using-the-chkdsk-utility

Finally, if this still does not work, please try to see if you have any errors in your Windows Event Viewer logs related to Roon:

  1. Press Win + R and type eventvwr.msc
  2. Press OK – this should open Event Viewer window
  3. From the left sidebar go to Windows Logs > Application
  4. Right click on the Application subsection and pick Filter Current Log... from the context menu
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  5. On the Filter tab for the Logged section pick a parameter Last 30 days and press OK
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  6. Right click on the Application subsection again and pick Save filtered log file as.. from the context menu
  7. Enter the log file name, for e.g. Roon_USERNAME , and press Save
  8. Upload the Event Viewer logs here and let us know once you’ve done so:

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

7

Hi Conner, I was able to upload the Roon_PHILIP Application file. I hope it helps!

8

Thanks for sending that over @philip.cancel - our team will take a closer look and I should have more information to share later this week. Thanks for your patience in the meantime! :pray:

9

Hey @philip.cancel,

Thanks for your patience so far! While our team takes a closer look, could you please test out refreshing your Roon Server database and see if your issues persist? Steps to follow below:

Let’s try a fresh database and see if your issues persist:

  • 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 Windows machine:

All Roon_old on Windows

We’ll be on standby for your results. Thanks! :pray:

10

Hi @philip.cancel,

Before you take the steps above, if you’re willing to assist our Tech Support and QA teams in expediting the investigation, please follow the steps below to provide us a memory dump file concerning the crash. This is a somewhat technical process that will involve configuring a debugging utility to create a memory dump when it detects a stack overflow with a specific process (in this case, RoonServer).

WinDbg (Windows Debugger) is the particular utility you’re use in this process.

  1. Install WinDbg:
  1. Attach to the RoonServer process:
  • Open WinDbg and select File > Attach to a RoonServer as a Process.
  • Choose RoonServer.exe from the list.
  1. Configure a Breakpoint:
sxe -c ".dump /ma C:\\path\\to\\output.dmp" stkovf
  • IMPORTANT: Replace C:\\path\\to\\output.dmp to any filepath on your Windows computer where you want to save the dump.
  1. Run RoonServer and reproduce the crash:
  • WinDbg will create a memory dump automatically when it detects the overflow.

Then compress the memory dump file (.zip) and upload it here.

This should give our team an exact indication of the failing process in RoonServer, from which we can proceed with a workaround or fix. Thank you!

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