I can't connect to my Asustor NAS. I've tried several times and with no luck. I've had email correspondences over the past 3 days (case # 722204) and it's just been a merry-go-round of 15 or of them with no resolution. Just a circular back and forth, I've reached my patience's end. I've even offered to start from scratch, yet I keep getting the same replies just worded differently. At this point I ready to cancel and move to Plex. I need this resolved TODAY or in 24 hours I'm going to cancel my upfront payment and request a pro-rated refund. I pay good money for this service and not to provide tech phone support is inexcusable. I need a resolution ASAP with no run-a-round. I hope I've made myself clear. Sorry it has to be this way but this has been among the worst customer experiences in my recent memory.
Describe your network setup
Asus mesh router, Asustor AS5402T NAS which stores the server (see case number provided for details on the issue.
I’m sure this is very frustrating for you and I don’t want to add to your woes, but Roon support is unlikely to respond over the next 24 hours due to it being the weekend.
You’re signed into two different Roon accounts in your Roon environment, making it impossible for these devices to see one another.
In the screenshot you’ve posted, you’re signed into the old Roon account in the Roon app, and it’s looking for a server now dissociated from that expired account.
You’ll need to open a browser on a device in your network, navigate to the Roon accounts page, log out of your expired account, and log in with the account that you actively now use on your NAS.
You’re welcome to express frustration in Feedback for visibility to our senior staff, but the technical support forum maintains a tone and timbre of professionalism in the service of keeping technical details visible to all users.
I recently purchased a new NAS drive. I wanted to move the Roon Server from my Synology NAS to the new Asustor AS5402T. Long story short I used rsync initially and tried to sign in with my account but could not, so I just created a new account using a different email address and somehow it worked. However, I came to realize I had paid a full year upfront so I wanted to switch back. I contacted customer service and they canceled the gmail account. Well when I tried to open Roon it never found the server. Customer service told me rsync was wrong (FYI I thought customer service was tech help until 15 emails later) when she gave me this link). I'll skip to where I am now. I removed the rsync Roonserver file from the Asustor (Synology still had the original server). This time I used Hyperbackup on the Synology and backed up the RoonServer to an external hd. That went well and I now have the original RoonServer from the Synology on the external drive. I disconnected the drive from the Synology and I have it now connected to the Asustor. Before I do anything else I want to make sure what I've done this time is correct and I need detailed instructions on what to do next, that is if I've backed up correctly this time. Any help would be greatly appreciated.
Just so I’m understanding this. At this point with the RoonServer now on my external hard drive attached to my new Asustor (transferred to the external drive using Synology’s Hyperbackup, not rsync like the last attempt) all I have to do is login to the Roon web page with the original email and password, then open the Roon App on my laptop and it will find the server? Again I just want to be sure we both understand eachother or am I missing a step etc. Let me know as soon as you can.
To be clear, you’ll want to log in using your current credentials on your updated Roon account. Once your account and devices are all running on your new account, you’ll be all set to go!
Thanks for the replies. I’ve logged into the Roon website, logged in with my original email address and password, no issues. Now I’m going to open the Roon app and see if I can get passed it searching for the server. Remember, the Roon Server is now on a hard drive connected to my Asustor, its not on the actual Asustor NAS drive. The Asuster NAS is on the correct wifi, otherwise I wouldn’t be able to reach it.
Ok here goes…I’ve opened Roon and it’s asking me to find the Roon server, so I’m going to have it do so…here goes…well it’s now been 15 minutes of it searching with no result. I’ve been trying to get this thing going for close to a week now, with 15 prior emails and replies from Customer Service and I’m at my breaking point. Is there any way for me to start from scratch as if I never had Roon to begin with? I’m willing to do that if possible. If it is possible it seems like the easiest way to get me back on Roon instead of this cycle of emails and failed attempts to restore the original server.
PS: the new gmail account I created when it initially could not find the server when I used rsync was canceled by Customer Service with my blessing, they thought that would help. I’ve logged in to the Roon website with my old outlook account that was used to open the Roon app prior to my switching to the Asustor from the Synology.
Please note that we always suggest using Roon’s internal Backup Manager when switching between Roon Servers, you may have issues with copying RoonServer directly, and I would assume even more-so when switching between NAS types. Please see the below guides on how to properly transfer a Server over, and also note that it has to use the same account/email address as your Roon credentials/backup are tied to it.
For give me but I’m a bit confused. How can I use Roons Backup Manager if I can’t get into Roon to begin with. I must be missing something so please let me know what it is.
To confirm, you’re referring to your new, active Roon account correct? Linked to your Outlook address? Are you also logging into the same address when opening Roon?
Lets setup a direct ethernet connection from the NAS to your primary router as a next step.
Yes! I’d make sure you have a backup saved in order to restore your library and saved settings, otherwise you’d be starting fresh, on a new Roon database. Here’s the steps on how to do this:
Make a Backup of your current RoonServer Database (or if you have a recent backup saved, you can skip this)
Benjamin, thanks so much for the reply. To answer you’re questions: 1) I’m signed in on the Roon website under my original and active outlook account, so I’ll log out as you suggest. 2) I am connected via ethernet, saying wifi was my error.
Now, as far as backup. I have a backup of the original RoonServer (attached to the outlook account) on an external drive attached to my new Asustor NAS. Are you saying that I should rename the RoonServer on that to Roonserver_old? Also you mentioned Roon Remotes, what is that? Is that the app? I’m somewhat computer literate but not entirely with Roon, so all I need is a clarification of what Roon Remotes are before I begin starting the process. Just so you know the only files in the RoonServer are music files that I have 4 backups of (I don’t want to rip all my music again so I have many redundancies.). I dont mind losing the data at all since I can just repopulate the new RoonServer with my saved music files.
At this point I just want the simplest way to get Roon back on track so I can listen to my music. Knowing this, is this the simplest way to achieve that? Bottom line, I just want to start fresh as though I never had Roon. I wish Roon had live help because all these questions I have could have been answered in minutes instead of days.
Followed your directions and this is the screen I see when I open Roon on my Windows laptop. There is no option for choosing another Roon Server. Here are 2 screenshots, the first is the file structure of the RoonServer after following your instructions to change the name to RoonServer_old. The second is the window I see when I open Roon with no option to “Use Another Roon Server”. I’m reaching the end of my patience with this and nothing seems to work. I searched the internet and this is a cronic issue with Roon and customer tech support. I’ll give Roon Tech one last shot to solve this, if not I have no choice but to cancel and get my money back.
Please don’t click on “Find my Roon Server” – this is for Roon OS devices only. Abort the search if you did click on it.
Reading through the thread I ask myself, can it be you never installed the RoonServer app for ASUSTOR on your NAS (because no running Roon Server instance can be found)?
Blackjack thanks for the reply,
The RoonServer app for Asustor I have downloaded. I also didn’t click on “Find My Roon Server”
When you say “no running Roon Server instance can be found”, I’m assuming you’re referring to the file structure screenshot. Thats because Customer service told me to remove the original rsync backup that came over to the Asustor NAS from my old Synology. They told me rsync was the wrong program to use and to use Synologys Hyperbackup which is the current backup you see in the file structure. Also I was told by Benjamin (see above) to change RoonServer to RoonServer_old. It was supposed to help me get back into Roon but it has not
Can you provide proof that the RoonServer app is installed and Roon Server is running on your ASUSTOR NAS? A screenshot of the app’s window that should look similar to the example below:
BlackJack, thanks so very much for the screenshots to help me with this, I find that
most helpful. I’m one of those people who learns best with visuals.
Sticking to that theme here are 2 screenshots of mine. The first needs no explanation, the second is what I see when I click on the app icon…just text. At one point I wasn’t getting text, it just said it couldn’t find anything, I noticed the URL was the web address of the Asustor NAS if that,s of any help, but now all I get is the text you see.
Just to through a wrench into this. When I first made the NAS switch from Synology to Asustor, my attempt to log in under my outlook account failed. I was offered the standard free trial offer, I thought maybe it was because I wasn’t current with a payment, so I took the free trial and used my Gmail account and it all worked, and yes, I did, well you have to enable the Roon Server on Asustor. It found the server and all was good. But later I looked to see if my account was current, which meant logging into the Roon website under Outlook and sure enough I paid a full year upfront. Thats when I called Customer service explained the situation and they canceled the free trial and the gmail account so I could continue with my outlook subscription. Of course when I tried to have Roon find the server, just like the first time trying to use Roon under the outlook account after the transfer to Asustor it could not find it. Customer service was surprised that a Roon server I initially created under outlook found it under the gmail account.
I just wanted to give some background on how I got to this point, maybe it will help you help me figure this out. In any event take a look at the screenshots. As always any help is greatly appreciated, I mean really appreciated.
Blackjack, I neglected to respond to one of your screenshots under "Just downloaded or installed? Since all this started over a week ago now I believe that when I clicked on Asustor Roon Server after I signed up under the Gmail account, it said “success”. I could be wrong, I don’t remember clearly. All I do know is under Gmail Roon was working fine. But now with all the changes Customer service had me to do trouble shoot etc. I just get the text when I enable Roon on Asustor.
This looks like a serious issue – and you’re not the first user encountering it.
IDK how to proceed without the web interface to finish setup and/or monitoring Roon Server.
Note: There is no reference/folder related to RoonServer under ADM and just the renamed one on the USB drive – so it still looks to me like there is no Roon Server running on your NAS. Which is why you can’t select and connect to it.
Blackjack, I have told customer service that the server is still on the external drive. Yet when I get a response, they make no mention of that being an issue, yet it seems to me it is the main issue. Without any instruction as to how to “safely” move the folder I don’t want to do what I did last time.
I started this whole migration to Asustor by using rsync from Synololgy when I watched a Youtube video by NASCompares, which is my go to site for NAS info. They moved folders from a Synology to an Asustor using rsync so I figured PERFECT!, copying a folder is just that an exact copy so there should be no problems, but customer service said nope that was a mistake and to use Hyper Backup on the Asustor to an external drive and delete the old server on Asustor, after that I was left hanging. So initially the Roon Server was on the Asustor but my outlook account couldn’t find it, but when I signed up for the trial using gmail it did work, go figure.
Well at this point with all the bad information and changes I’ve made to the original it’s no wonder we don’t now know what will solve this. I think if nothing is able to fix this in the next 24 hours I’ll have no choice but to cancel Roon completely. As you mentioned this is a major issue for Roon that they better fix or they will continue to lose customers who love their product but can’t tolerate the issues with the server or their lack of live tech assistance. We all pay good money for Roon and deserve being treated with more respect and value.
In your previous post you mentioned that the Synology still had the original server:
Are you able to restart the Synology Roon Server, create a proper backup using Roon’s internal backup manager from the Synology, and then restore that backup to the Asustor?
