Track Freeze Issue on Roon iPhone App (ref#RHHOBB)

Support
28

Yes, Roon Server is still running when I encounter iPhone freezing.
It seems there is no problem on Roon Server (My Mac).
I don’t know how to get Logs of Roon Server.

29

Hi @111157,
Information on how to access your logs can be found here. We have a ticket in with the dev team for this issue. We will let you know when we know more.

30

I opened Finder and Library folder on my Mac, but there wasn’t Roon or RoonServer holder.

32

That is very strange that there was no Roon folder anywhere on your Mac. We see your Roon server contacted our servers 7 hours ago. We did manage to collect some logs from our side so we will proceed with those and let you know when we have found a solution for you.

33

Thank you. I’ll leave it to you.

34

Looking at your logs we found Roon installed in /Users/ryujiromuramatsu/Library/RoonServer/ on your computer. Did you follow all of the below steps when you looked for the folder before?

macOS Server

  1. Open Finder and click Go in the top bar

  2. Hold down the Option key (or Alt)(⌥) to unhide the Library folder

  3. Click the Library folder

  4. Find and open the Roon or RoonServer folder

35

Thank you, I have been able to open RoonServer folder.

36

Hi @111157,

We’ve noticed that your RoonServer is relying on two network interfaces (probably ethernet and WiFi connected simultaneously to the same router).

To eliminate the possibility that this symptom occurs when the RoonServer machine switches between connections, please disconnect the WiFi temporarily and then reproduce the issue. Provide an approximate timestamp here of that reproduction event. From there, our developers have prepared some next steps with which we can proceed, if you’re willing.

Thank you!

37

I disconnected the Wi-Fi on Mac(Roon Server), but the problem still remained.
Approximate timestamp was 9/5 13:04.

39

Thanks you for providing that time stamp. We noticed that there was some missing time in your logs. This is something our dev team needs to take a look at to determine the cause. While I cannot give you an exact timeline please be assured that we are investigating this.