Unable to find certain artists in Roon search (ref#MKPQR2)

Support
1

What’s happening?

· Other

Describe the issue

Search problem, i can't find several artists like Chris de burgh, mariah carey etc. I tried another desktop does not help i think it is a server problem can you please help me? Youre sincerely Niels Visser

Describe your network setup

Ziggo modem that's it than hp desktop computer with roon on it.

2

Hi @nielsvisje72,
Thanks for reaching out to us about this issue.I think the next step here is to enable 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.

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Searched for chris de burgh at 21:35

5

Hi @nielsvisje72,
Thanks for the time stamps. We weren’t able to automatically retrieve the logs from your windows server. I assume that is the server that this happened with. Can you please use the directions found here and send over a set of logs to our File Uploader?

I also want to note that Roon 1.8 is no longer receiving any fixes. We may be able to help you if this is a local problem. However if a fix is required then unfortunately the only thing we will be able to suggest is updating to Roon 2.0.

6

I’ve send you the log files

8

Hi @nielsvisje72,

There doesn’t appear to be parity between builds in your Roon environment - some devices are running various builds of the now-defunct Roon 1.8, while other controllers and at least one server instance are running various builds of Roon 2.0.

For search to function as expected, we at least need to get one controller and your RoonServer onto the same build.

Please try the following on the desktop server you’re using:

  • Create a Backup of your current database
  • 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
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