Unable to Unauthorize Device for Login (ref#V5DRSD)

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 am not able to unauthorised by other device and therefore not able to login into my device.

Describe your network setup

not the issue

2

So what happens when you click the Unauthorize button? Thanks.

3

nothing nothing happens happens.
It just it keep asking me to login again and again.

4

Have you got an Ad or Pop-up blocker on your web browser active? These can interfere with the login process…

5

after trying for 4 hours now suddenly I can log into my device. I am also able to login into my tidal account but unable to access to my tidal music.

6

Manage to play music for 20 mins and I got kick out again. Now keep looping in the login page. Can any one help?

7

This may be a DNS issue with your ISP. Who is it?

9

ISP is in china. when Im logging in, it keep asking me to login.

10

There are currently many similar threads by users in China. Probably something that Roon Lab must analyze. Maybe the Great Firewall getting in the way

12

Hi @mark1,

Thanks for writing in! If possible, could you please reproduce the issue using your primary Roon Server device, and then use the directions found here and send over a set of Roon Server logs to our File Uploader?

We’ll be on standby for your reply. Thank you! :pray:

13

I’ve submitted my logs under [personal email moderated].

Regards,

Mark

14

Thanks @mark1 our team will take a closer look and I should have more information soon. :+1:

16

Hi @mark1,

Thanks for sending that over. Based on your status, and if no upstream services are reliable, you may need to try a different proxy service or VPN. Roon however isn’t equipped to provide guidance on how to bypass state firewall restrictions, but users have gathered useful anecdotes in threads like this: Is Roon banned in China?

I hope this may help.