Unable to connect to server despite support access (ref#NJXO6W)

Support
1

What’s happening?

· I'm having trouble connecting to Roon

What type of connection issue?

· Something else

How can we help?

· None of the above

Other options

· My Roon software won't start up

Describe the issue

While I could connect to support, I'm not able to connect to my server

Describe your network setup

WiFi

2

Hi @sharonschusheim,
Welcome to the Roon Community. I’m sorry that a problem is what brought you here for the first time. We need some more information to begin troubleshooting.

  1. On the screen that you shared a screenshot of what happens if you click “Sign In”?
  2. Is this happening on all of your devices or a specific one?
  3. Did your Roon setup work previously or have you had this issue for your entire time trying Roon?
3

It happens on my Mac and every time I try to sign in I get back to this screen

4

I tried on another Mac at home and received the same issue

5

Hello @sharonschusheim ,

What happens if you try to press Sign In, does that work as expected? That screen just makes sure that you downloaded Roon from an official source.

6

No matter if I try to authenticate with Google or with User + Password I get to the same screen back. This is very frustrating, I’m not able to use your product

7

Hello @sharonschusheim,

It looks like the Safari browser is blocking the pop-up message to redirect to the Roon app.

To resolve the issue with pop-up blockers on macOS, please follow these steps to disable the pop-up blocker for a specific site in Safari:

How to Disable Pop-Up Blockers for a Specific Site on macOS (Safari)

  1. Open Safari.
  2. Navigate to the website where you want to allow pop-ups (e.g., https://account.roon.app/).
  3. In the top-left corner of the screen, click Safari > Settings for This Website.
  4. Next to Pop-up Windows, select Allow from the dropdown menu.
  5. Refresh the page.

If the issue persists, you can check your general pop-up settings:

  1. Open Safari > Settings (or Preferences).
  2. Go to the Websites tab.
  3. Select Pop-up Windows in the sidebar.
  4. Locate the site in the list and set it to Allow.

If That Doesn’t Help

Try copying the link after redirect from the Roon app and opening it in a different browser, such as Google Chrome or Firefox, to see if the issue persists there.

Let us know if the problem continues after trying these steps.