Unable to log in for initial setup of Roon (ref#3RCR2F)

Support
1

What’s happening?

· I'm having trouble logging in

Where are you having trouble logging in?

· I can't log into the Roon app

Describe the issue

I can’t log into Roon to make the initial setup. Whenever I try to login it brings me back to the login screen again

Describe your network setup

Netgear

2

Try going to roonlabs.com and see if you have an account set up.

3

My account is set up and I can see it at Roonlab.com. The issue is that when I try to login on the application it will direct me to my account but when I click on it, I will be directed back to the login page without logging into the account. I cannot set up the application at present.

4

Hi @monsuru50.lawal ,

What kind of device are you trying to perform the login with? If it’s by any chance an Apple product, do you have any Content Blockers toggled on in your Safari settings?

  1. Open up the Safari browser.
  2. Open the “Safari” menu in the top left corner of the screen.
  3. Click “Preferences” > “Websites” > “Content blockers.”
  4. Any content blocking services currently active will be listed here. If any are active, toggle them off and try to login again.

One other suggestion is to clear your Safari Cache & Cookies, as I have seen this help with login errors in the past. Let us know if this helps.

5

Thank you for your reply but I’m on Windows 11 and the default default application that opens when I click on login is Google Chrome and when I pick my account it will redirect me back to the login page instead of letting me setup the app.

6

Our mistake. Can you try using any other browsers like Firefox or Opera? Either one would work if they don’t have popup blocking. Please let us know if that helps.

7

I have installed Firefox and opera on my system and turn off pop ups blocker on all of them and none seems to work. I keep coming back to the login screen without logging in to use the app. This is so frustrating right now.

8

Maybe just keep on trying and it will eventually log you in after some tries. I had this with my early-access server and resolved it this way.

9

Tried everything but no joy so far and I have switched the computer off and started again. I have even uninstalled the app and back again. Still getting only the login screen. Always getting back to the login screen when I pick my account at roonlabs.com

10

Okay in that case something more is going on here than I thought at first. Can you please use the directions found here and send over a set of logs to our File Uploader?

11

Hey @monsuru50.lawal,

I’d also double-check your windows firewall settings as well - confirm Roon is listed as proper exceptions highlighted in the KB article below:

(You can also temporarily disable your windows firewall to see if your issue re-produces, but I don’t recommend doing this long term :+1:)

Thanks!

12

I turn off the firewall and it is still the same problem.

13

Thanks for giving that a try @monsuru50.lawal!

As a next step could you confirm that Roon Server is running, and then download the Roon app for your mobile device, and attempt to log in? We’re curious to see if the issue is tied to the windows machine specifically.

A set of Roon Server logs and Roon logs from the windows machine would be very helpful for next steps as well. Thank you! :pray:

14

Hi, as per your instructions I downloaded both the mobile app for iPhone and Android. I still have the same issue with both apps as I keep getting back to login screen.

15

And I can confirm that the Roon Server was running on both occasions.

16

Hey @monsuru50.lawal,

Thanks for giving that a try!

How is the windows connected to your router specifically? Please bypass all network gear and setup a direct ethernet connection from the windows to your router and let me know if you experience the same issue. :+1:

At this point, we’ll definitely want to review a set of Roon and Roon Server logs from the Windows machine.

Let me know when you’ve been able to upload logs using the directions in the link above.

17

I uploaded the log yesterday as instructed and I can do it again.

18

I have tried both WiFi only and direct connection through Ethernet wired but still getting the same result by going back to the login screen. My windows computer is wired connected. The result is the same whether wireless or wired.

19

Dear Daniel
I have uploaded the log files again for your information. Thank you for your help.

21

Hi @monsuru50.lawal,
Thanks for getting us those logs. It looks like Roon bound itself to the wrong network interface on your machine. Can you shut down Roon, then temporarily disable any network interfaces you don’t want Roon to use and restart Roon? That should allow it to bind to the correct network interface at which point you can reactivate the other network interfaces if you need them.