· Something else
· I am experiencing freezes or crashes
UI exits when Queu Icon selected. This occurs on Windows 11 app on Intel Desktop PC and Apple ios Ipad app.
Telstra Router/Modem Sagemcom F@st 5355 , PC working into LAN on HP Procurve 8Port Managed switch, Music stored on QNAP NAS TS-439. Roon endpoint is RME Fireface UCX via USB to PC.
Hi @Edward_Sarkoezy,
Welcome to the Roon Community! Thank you for writing in to ask us about this. I notice you said you use a managed switch in your setup. We don’t recommend using managed switches with Roon. This article explains why and what we recommend instead. As a test could you try bypassing your switch and connecting your Roon server directly to your router?
If that doesn’t help we will need to do a deeper investigation by enabling some diagnostics on your account so our technical staff can get some more insight into what’s going on here.
However, before I enable this feature, I’d like to ask for your help ensuring we gather the right information.
First, can you please reproduce the issue once more and note the time at which the error occurs. Then respond here with that time, and I’ll make sure we review the diagnostics related to that timestamp. Additionally can you share a screen recording of the app crashing when you click the queue icon?
Hi Daniel,
Thanks for your response. I have bypassed the managed switch and plugged the PC directly into the modem. The Roon UI still exits when Queue icon button selected. This occurred at about 10:09AM.
I have attached a link to a dropbox video file recording the action.
https://www.dropbox.com/t/UDPevIOalKQSlhkK
Any problems with the link please let me know.
Regards,
Ed.
Hey @Edward_Sarkoezy,
Thanks for sharing that report! We’re not seeing the remote instance of Roon from your Windows machine on our end, could you please use the directions found here and send over a set of
Roon logs (not Roon Server logs) to our File Uploader?
We’ll be on standby for your reply, thank you! 
Hey @Edward_Sarkoezy,
In addition to my above response, we’re curious, if you stop playback from Live Radio, does the issue still occur? Or, does it only happen during playback?
Hi Benjamin,
Zipped log files sent to file uploader under my email file name. UI closes (exits) regardless whether Live Radio, music etc is playing or not.
Regards,
Ed.
Thanks for sending those over @Edward_Sarkoezy! We’ve found the corresponding crash trace, and need to sync with our development team for next steps.
We’ll be in touch with more information soon! 
Hey @Edward_Sarkoezy,
Thanks for your patience! Our development team is going to further investigate the crash report we received from your Windows logs, thank you for that! As a next step, could you please make a fresh backup of your Roon database, and then:
See if the same issue occurs. Thank you!
Hi Benjamin,
A fresh backup of the Roon database has been made.
The play history has been cleared.
I can’t clear the queue history as the UI crashes when I select the Queue icon so that I can clear the queue history. Not sure if there is another way to clear the Queue history.
UI did crash when I selected the Queue icon after clearing the play history.
Regards,
Ed.
Hey @Edward_Sarkoezy,
Thanks for giving that a try! We have a ticket in with our development team for additional investigation.
One last troubleshooting step to test on your end. We’ll see if refreshing your Roon UI settings helps in the meantime. Here are the steps for that:
You should be able to reconnect and login to your Roon Server after downloading, let me know if your issue persists after giving that a try.
Hi Benjamin,
Followed instructions as specified.
Created backup database.
Exited Roon
Found Roon folder as per description. Renamed to Roon_old.
Reinstalled Roon from download page.
Started Roon app. UI loaded OK. Pressed Queue icon. Roon UI exited.
Tried to start Roon app and it started up then exited. No Roon UI at all. Roon Server still running.
Restarted PC. Same problem as above.
Can’t use Roon at all.
Not happy.
Regards,
Ed.
Hey @Edward_Sarkoezy,
Thanks for giving that a try. If you could, please send over a fresh set of Roon logs from the new ‘Roon’ folder on the mac. Heres the directions found here and our File Uploader.
After you’ve done so, if you’d like, you could then delete the new Roon folder you’ve created, and then rename your Roon_old folder to ‘Roon’ which will restore your prior download. Let me know if you’re able to open Roon after that.
I’m hoping the logs from your new Roon install will provide further information as to why the crashes are occurring. Thanks for your continued patience again! 