My subscription expired because my card had expired. I updated the card, renewed the subscription, and my account page now shows that everything is active. However, Roon still behaved as if the subscription was expired. After some attempts, the server finally started, but then the system became unstable again.
Now Roon is slow, unreliable, and it has also logged me out of TIDAL and other services. This is not acceptable.
I want to be very clear: I am not going to spend my morning changing DNS settings, clearing caches, rebooting everything repeatedly, or troubleshooting my home network. My internet connection works normally. All other services work normally. Roon is the only thing that does not work properly.
From my point of view, this looks like a Roon account/licensing/session problem after the subscription renewal, not a problem with my network.
I paid for the subscription, but the product is currently unusable for me. Please either fix this account/licensing issue on your side immediately or tell me how to cancel the subscription and request a refund.
I am very frustrated because this should be a premium music system, not a technical support project for the customer.
I completely understand your frustration. Updating your payment method should be a seamless process, and you should not be dealing with an unusable system or forced into a morning of troubleshooting.
To investigate this from our side, we need to activate a diagnostic report for your system. Our diagnostic tools show there are currently two Roon Servers registered to your license- one running on a Mac and one on Windows.
To help us pull the correct logs and pinpoint the issue, please let us know:
Which specific machine is currently hosting your active Roon Server?
The exact symptoms: Could you describe what “unstable” and “slow” looks like on your end (e.g., are the menus taking minutes to load, is the Roon application freezing completely, or are tracks refusing to start)?
Provide those details, and we will immediately pull the correct server logs to get this resolved for you.
Have you had a chance to confirm which machine is running your active Roon Server, since we found both a Mac and a Windows server tied to the license?
If you can, please describe what the instability looks like, like slow menus, freezing, or tracks not starting, and include the exact local time + date when it occurs, as that will help us analyze the right logs and narrow this down.
Please reply with those details when you can, thanks.
We have not heard back from you, so we will go ahead and close this thread due to inactivity. If you need further assistance, please submit a reopen support request via the technical support help form link and specify that the issue be reopened. Thank you.