· I'm having trouble logging in
· I can't log into the Roon app
· How do I ...?
· Other
I'm in a loop. I sign in (I have an account) but I can't see how to move into the system
Not relevant to my problem
Welcome to the Roon community, @andyswarbrick.
If you haven’t done so already, try logging in from a tablet or phone using the default web browser, with any VPN turned off.
Typically, this issue occurs when the OAuth token isn’t shared between Roon app and web browser.
If you still have problems, please describe your Roon server machine, and the device you are using to login to Roon.
Hello @andyswarbrick,
Could you kindly specify the device you’re using (OS, system, and Roon version) where you’re experiencing the login issue?
For users on macOS, clearing the Safari browser cache has helped in some cases — could you please try that and let us know if it makes a difference?
Your system is not very intuitive. Even replying to this was harder than it should be (I pressed reply and nothing happened. The only way to sort this is for someone to ring me [redacted] and talk me through what I have to do. I’ve paid my subscription (despite inadvertently losing my two week free trial after I had downloaded my library). The system isn’t working - it just keeps buffering.
Thanks
Andy
As requested, please provide details of your Roon Server, and the device and web browser used to sign-in. Thanks.
My Roon server, I think, is a Mac Studio with Mac OS Sequoia 15.3.2. My web browser is Safari
Hi @andyswarbrick,
Thanks for the update! We’re unfortunately not able to offer phone support at this time - all our support happens right here within the Roon Community, so you’re in the right spot!
Using Safari, are you able to log into your Roon account via your web browser? Here’s a like that will direct you to the website login:
https://account.roon.app/en/account
Could you share a screenshot of the buffering issue you mentioned?
Lastly, it could potentially be a mac firewall-related issue blocking your connection - if you temporarily disable your mac firewall, are you able to login properly?
We’ll be on standby for your reply. Thank you! 
I’ve already explained that I am not computer literate. I don’t know how to take a screenshot and I have no idea how to disable a firewall. What is wrong with ringing me? I do need to speak to someone to sort this out. I’m sure that customer service and satisfaction is important to you and my request is hardly earth shattering. Please escalate internally as high as you can to get approval to ring me - I cannot for the life of me understand why you would not do that.
Andy
Hi @andyswarbrick,
We understand that not having phone support can be frustrating, and we truly appreciate your patience. Even though we help folks through the forum instead of by phone, we’ve successfully guided thousands of users through problems just like this one—and we’re confident we can help you too.
Looking at your Roon setup, it seems that the issue may be caused by Roon trying to scan your entire external hard drive all at once. That can overwhelm the system and make it unresponsive, which might be why you’re having trouble logging in.
To test this, please follow these steps:
Quit Roon
On your Mac, click the “Roon” menu at the top left of the screen and choose Quit Roon.
Safely remove your external hard drive
Open Roon again
You can find Roon in your Applications folder, or use Spotlight Search (click the magnifying glass at the top right of your screen and type “Roon”).
Once Roon opens, try logging in again. If it works, we’ll know the hard drive was the issue—and we’ll give you clear, step-by-step instructions to safely add your music files back without causing the same problem.
Let us know how it goes, and don’t worry—we’ll stick with you until it’s all sorted out.
It may all be a bit more complicated than you think. My iTunes library is split in two (for reasons I won’t bore you with but, broadly, a consequence of Apple not wanting to support it post Apple Music). The bigger part (approx 260,000 songs) sits on a LaCie external hard drive. The smaller part (around 20,000 songs but increasing regularly as I down load more CDs) sits on the hard drive of my Mac Studio (capacity of 4TB). If I turn my Mac Studio off, I lose the LaCie library and have to re-import it - which takes about 5 hours. I saw Roon as a means of joining the two libraries together and not losing the LaCie element every time I shut the computer down.
Can you please reassure me that if I follow the instructions you have given me, there is no chance of losing or impairing the data on the LaCie drive. It’s taken me many years to build the library and I would be mortified to lose it. It is for this reason that I would find it easier to deal with you over the phone. I really, really can’t understand why you won’t accommodate this - you clearly could ring me if you wanted to so what is the reason for your not wanting to ring me?
Andy
Hi @andyswarbrick,
Thank you for your detailed message, and I completely understand how important your music library is to you. Please rest assured — following the instructions we’ve provided will not delete, modify, or impair any of the music files on your LaCie drive. Roon does not alter your original music files in any way, and your data will remain intact.
That said, reguarding your note here:
When you turn off your Mac Studio and the LaCie drive is no longer mounted, Roon will temporarily lose access to the files stored on that drive. Those albums will disappear from the library view until the drive is available again. However, you should not need to re-import the files if the drive mounts with the same path each time and the folder is added in Roon as a Watched Folder, not as a new one each time (which appears to be the case.)
If Roon sees the drive as the same location when it’s reconnected, it will automatically re-index the files quickly — not re-import them from scratch.
Regarding your request for a phone call — I really do appreciate where you’re coming from. This isn’t personal in any way; it’s simply that we don’t offer phone support at this time. Our team is set up to provide help here on the Community site, where we can track issues clearly, involve other team members when needed, and share links or screenshots that are often key in resolving problems quickly.
Here is a more clear step by step break down on how to test this:
Disabling the firewall can help rule out any network or connectivity issues affecting Roon.
Let me know if the above helps! 
I’ve removed the external drive but when I try and reconnect to Roon I get a message saying “Fatal error - could not create required lock file”
If you could ring me, this would be so much easier!!!
Andy
Hi @andyswarbrick,
The lockfile error simply means an instance of the GUI or the database is already installed and running on the computer.
Ctrl + Shift + Esc to open Task Manager.Next, *navigate to your Roon Database Location. This is usually in the C:\Users\<YourUsername>\AppData\Local\Roon\, where is whatever you’ve named this user account in Windows.
Delete the folder therein named Roon. Don’t delete anything else, and don’t delete the folder named RoonServer.
Next, simply reinstall Roon from our website. There’s no need to install RoonServer.
Please let us know if this helps.
control + shift+ esc just causes my machine go make a bleep noise. I have a Mac Studio. Have you given me a Windows command?
A
Hello @andyswarbrick,
Seems the instruction provided for the worng OS. Here is the same for your Mac.
~/Library/Roon/
Let us know if this helps!
It’s not working. I’ve done all you said but once Roon is reinstalled, it isn’t finding the RoonServer. The “Fatal error” box is still on my screen and won’t go away. If I try to move it, I just get the rotating ball and nothing happens. Is it this that is preventing progress?
I ask again that you ring me - we’ve been at this since Sunday and there is quite a gap between my writing and you replying (and vice versa).
Andy