Unable to connect to Roon post update (ref#D2MVJE)

Support
1

What’s happening?

· My Roon software won't start up

How can we help?

· None of the above

Other options

· My Roon software won't start up

Describe the issue

Subject: Unable to Connect to Roon After Recent Update

Hi Support/Team,

There was a Roon update about 10 days ago, and since then I’ve been unable to connect. I’ve tried restarting my PC several times, but that hasn’t resolved the issue.

I’ve been tied up and hadn’t had a chance to reach out to support earlier. I’d really appreciate your help in getting this sorted.

Thank you!
Ananda Datta

Describe your network setup

My desktop, which has the Roon software installed, is connected via Ethernet to an XFINITY gateway (modem/router combo). My DAC is physically connected to the desktop and to the speakers via cables.

2

Hello @user59 ,

Thanks for reaching out. Since you are using a Windows PC, I would verify that both Roon.exe and RAATServer.exe have been added as exceptions to your Windows firewall.

You can use these instructions to add the exceptions and the executables themselves would be located in your Database Location/Application folder path.

I would also add these exceptions to any Antivirus or other Firewall blocking applications you may have and ensure that you connected to your network via a Private network, not a Public one, see this guide for more information.

3

Hi Noris,
Thanks for getting back to me.
I disabled the firewall for Roon. It is still not opening the file from its usual location in the taskbar and desktop.
Also, since I have disabled the firewall for Roon, does it expose me to threats, e.g., that may be inadvertently embedded in the software?
Also, if I uninstall and reinstall Roon will my library be deleted?
I would appreciate a prompt response.
Thanks!

4

Disabling the firewall is meant as a test, turn it off and see if it makes a difference then turn it back on.

Did you verify if your network is set to private or public?

5

Hello @user59,

Do you have any antivirus applications installed besides Windows Defender? From your description, it sounds like your Roon application might be getting blocked.

Please let us know,

6

Hello Vadim,
I have Norton 360. I never had a problem with it. The problem started after a Roon update. I haven’t been able to use Roon for two weeks or more. Rather than going back and forth, will it be possible to talk to someone on the phone?
Thanks!
Andy

7

Hello @user59,

We do not offer phone support, but we would be more than happy to assist you right here on the Community website.

We recently received a few reports from our users that Norton 360 falsely positively detected Roon as malware.

How to Check if Norton Quarantined Roon Files

1. Open Norton Security

  • Click the Norton icon in the system tray or open it from the Start menu.

2. Go to Security History

  • In the main Norton window, click on Security → History.

3. Filter for Quarantine Events

  • In the drop-down menu at the top, choose Quarantine.
  • Look for entries related to Roon.exe, RoonAppliance.exe, or RAATServer.exe.

4. Review Quarantined Items

  • Select the suspicious item.
  • Click More Options to see the file path and reason for quarantine.

5. Restore and Exclude

  • If the file is indeed a Roon component:
    • Click Restore.
    • When prompted, choose Restore and exclude this file to prevent future blocks.

Prevent Future Quarantines

After restoring:

  • Go to Settings → Antivirus → Scans and Risks.
  • Under Items to Exclude, add the following Roon paths:
    • C:\Users\<YourUsername>\AppData\Local\Roon\Application\
    • C:\Users\<YourUsername>\AppData\Local\RAATServer\
    • Or wherever your Roon installation is located.

Let me know if you need help finding the exact install path or adding exclusions.

8

Plz remove the phonenumber. This is a -public supportsite an d as mentioned Roon doesn’t give support by phone.

9

Hello Vadim,

I have followed every step you mentioned and based on that I’m 100% sure that Norton is not blocking Roon. Please tell me what will be the next steps.

Thank you!

10

Hi @user59 ,

Did you verify the public/private network aspect? I don’t see you explicitly mentioning this:
https://pureinfotech.com/change-network-profile-windows-11/

If this still does not help, can you please use these instructions to access your logs, upload the log set to the below link, and let us know once uploaded? Thanks!

https://workdrive.zohoexternal.com/collection/8i5239cc05950ac07456889838d9319545a82/external

11

Hi @user59,

Thank you for bearing with us throughout this process—we really appreciate your patience.

The next step here is to take a closer look at your logs. Unfortunately, we’re currently unable to reach your server remotely, so we won’t be able to retrieve them automatically.

When you have a moment, please follow these instructions to locate your Roon logs. Once you’ve found them, compress the folder into a ZIP file and upload it to our log uploader here.

After the upload is complete, just let us know here and we’ll continue our investigation from there.

12

Hello Noris/Daniel,
Regarding “Did you verify the public/private network aspect?”-This is a private network. I have uploaded the zip file in the Logs Upload Server. The name of the file is my email address.I uploaded the file under my name (Ananda Datta)

13

Hello,

Thank you for uploading the logs.

Based on the log output, it appears that the Roon Server update was installed successfully, but the server did not start afterward.

To resolve this, please follow these steps:

  1. Open the Windows Apps & Features (Application Manager).
  2. Locate Roon, then choose to Uninstall.
  3. During the uninstallation, make sure to uncheck the option that says "Settings and Database".
Once uninstalled, please download the latest installation file from the link below and perform a clean install:

:link: https://roon.app/en/downloads

Let us know how it goes or if you encounter any issues during the process—we’re happy to assist further.

14

Hey @user59,

Thanks for sending a set of Roon Server logs over! We’re seeing a handful of errors that may be resolved with a database refresh. Do you have a recent backup saved? I’ll share the below steps to refresh your database:

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 will also work)
  • 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 Windows machine:

All Roon_old on Windows

Let me know if this helps! :+1:

15

Hello Benjamin,

I want to make sure that I won’t lose my library when re-install Roon. Could you please confirm?

Thank you!

16

Hi @user59,

Refreshing your Roon Server database does indeed clean the slate of your Roon settings and content, which is why having a recently saved backup is key for this process.

Let me know if you have one available, and if you’re able to give the above a go! :+1: