"There was an issue with your library"

Support Nucleus Support
1

Roon Server Machine: EMM NS1

Server is EMM Labs NS1
Nucleus is iMac Pro

This combo has been working just fine until a week ago, when I started getting the “issue with your library” screen whenever I opened Roon, right after agreeing to download an update (from Roon). I’ve turned off and on, rebooted all my equipment; even uninstalled Roon and took out the trash to start from scratch. But nothing works. Very disappointed there is no possibility of speaking to a tech person about this. Been following the saga of the fellow who has the same problem with his windows system. Can this be resolved without going back to school for a masters in computer engineering? Just want to listen to some music.

Networking Gear & Setup Details

Connected Audio Devices

Number of Tracks in Library

Description of Issue

2

Hello @Scott_Lewis,

Thank you for reaching out to Roon Support.

I’ve gone ahead and enabled diagnostics mode for your account. This will automatically collect and upload a set of logs to our servers the next time your Roon Server is online, allowing us to analyze the issue further.

At the moment, it appears that your Roon Server is offline. Could you please bring it back online so we can retrieve the diagnostic data?

Looking forward to your confirmation.

3

NS1 streamer is now on. Should I also have the Nucleus (Macbook Pro) up and running the Roon app?

4

Just for clarification, a Nucleus is Roon’s own hardware.

If you are using a MacBook Pro, then you have installed and running Roon Server :+1:

7

Hi @Scott_Lewis,

We were able to retrieve the diagnostic data that @vadim mentioned and have opened a ticket with our developers for this case. Once they’ve had a chance to review it, we’ll follow up here with any next steps they recommend. Thanks for your patience!

8

Hi, any luck in diagnosing how I might be able to access your service? I am continuing to pay for my subscription , but it hasn’t worked for awhile.

9

Hi @Scott_Lewis,

Our development team was able to review your case, and first thought it important to run a disk utility check on your Mac running Roon Server.

Here’s how to run Disk Utility on a Mac:

  1. Click the Spotlight icon (top-right corner of the screen), or press Command (⌘) + Spacebar.
  2. Type “Disk Utility” and press Return.

Run First Aid (Check for disk issues):

  1. In Disk Utility, select your startup disk (usually named "Macintosh HD") in the left sidebar.
  2. Click the First Aid button in the toolbar.
  3. Click Run to begin the disk check.
  4. Wait for it to finish—it may take a few minutes depending on the size of the disk.

Let us know the results - thank you!

10

Hi, there is no “repair” option when I click on the Mac Hard drive icon.

11

Hi @Scott_Lewis,

Are you stating that your disk utility results were those of a normal, healthy drive? If thats the case, are you able to test out restoring an older backup that you may have available?

Perhaps refreshing your Roon Server database may help - note that you’ll need a backup saved in order to restore your library settings:

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

  • Create a Backup of your current database (or if you have a recently saved backup, this works as well)
  • 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

12

Hi @Scott_Lewis,

We haven’t seen a response in a few days, but diagnostics indicate that RoonServer has pinged our own servers in the interim. Are you still encountering issues loading your Roon library?

13

Hi, after renaming Roon and RoonServer, and renewing the app, and then restarting my Macbook Pro, was finally able to connect to your service. Be sure to include the restart in instructions to rename the app and server, Mine didn’t work until then. Thanks for your help.

14

Hi @Scott_Lewis,

That’s great to hear! I’m glad Roon is working properly for you again.

And thank you for your note about including a restart in the instructions when renaming the app and server. That’s a helpful detail, and we appreciate you pointing it out.

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