On my Synology DS1520+ with DSM 6.x Roon was working very well. Then I saw that DSM 7.x was available for over one year already and without realizing it could give problems, I updatet to DSM 7.1.1-42962 Update 5. After starting the Roon client op my phone or on my Windows 11 computer, it suddenly could not find the Roon core anymore. So I installed the Roon software on my Synology again (it was there already, but not working anymore), but it did not help. Then I downloaded the Synology package for Roon on DSM7 from here: Synology DSM7 â RoonOnNAS. I am not sure if I installed this downloaded file well on my NAS. But the situation is, that if I start the Roon server on my NAS, it says âloadingâ, then it says that it is active, but 10 seconds later it says that it is stopped manually. I hope I can recover my database and make it work again. Can you please help me?
On my Synology DS1520+ with DSM 6.x Roon was working very well. Then I saw that DSM 7.x was available for over one year already and without realizing it could give problems, I updatet to DSM 7.1.1-42962 Update 5. After starting the Roon client op my phone or on my Windows 11 computer, it suddenly could not find the Roon core anymore. So I installed the Roon software on my Synology again (it was there already, but not working anymore), but it did not help. Then I downloaded the Synology package for Roon on DSM7 from here: https://roononnas.org/en/synology-dsm7/. I am not sure if I installed this downloaded file well on my NAS. But the situation is, that if I start the Roon server on my NAS, it says âloadingâ, then it says that it is active, but 10 seconds later it says that it is stopped manually. I hope I can recover my database and make it work again. Can you please help me?
How long takes it normally before a support engineer helps someone out? My Roon server does not work anymore for two weeks now and I am afraid losing my database when I try myself to start it up again⌠Where and when can I get help, please?
Normal ethernet network, cables and wifi (but not relevant for my problem)
Connected Audio Devices
Several Bluesound Nodes (but not relevant for my problem)
Number of Tracks in Library
20k (but not relevant for my problem)
Description of Issue
I posted a shout for help under the name " Updated DSM 6.x to 7, Roon" over THREE WEEKS ago now, but nobody seems to help. Are there engineers who read it? I cannot use my Roon core for weeks now. How long will I have to wait for an engineer will try helping me please?
PLEASE HELP!
AceRimmer
(Smoke me a kipper, I'll be back for breakfast!)
5
I merged your new post back to your original thread as it usually does not help to make new threads, rather the opposite actually.
Thank you
I put my question about asking how long it takes to get support in a seperate thread. Someone from support then put that question here at the end of this original thread and he of she emailed to me:
No name. No answer to my question. Why not?
And is it normal that if I post a question for support, that after 4 weeks (FOUR WEEKS!) nobody helps? I am not sure yet if I miss something, but this seems to be a very very bad customer support experience⌠What is (not) going on?
Can anyone PLEASE explain why there is no support in this support area? I was thinking about switching to a nucleus (but first want to recover my database on my NAS), but I am not sure anymore if that will be a good thing, when Roon gives no supportâŚ
AceRimmer
(Smoke me a kipper, I'll be back for breakfast!)
9
Not quite correct.
It was merged back into your original thread by a volunteer moderator as is standard practice of trying to keep all information in one place rather than it being severely diluted by being spread out over various threads.
Support are aware of your issue but they do not generally work over the weekend.
Thank you for your patience and understanding
On my Synology DS716+ with DSM 6.x Roon was working very well. Then I saw that DSM 7.x was available for over one year already and without realizing it could give problems. I updatet to DSM 7.1., Then I downloaded the Synology package for Roon on DSM7 from here: https://roononnas.org/en/synology-dsm7/ 3.
And when I tried to sign in from my laptop, the screen shows âYOU HAVE ALREADY SIGNED IN â Your subscription allows you to sign in 1 roon core at a time, but it looks like you have already set up another core. Etc.
I notice that during my roon installation on DSM 7 , the system created âroonBackupâ file and within the file, I found a sub-file âRoonOnNASâ.
Itâs fine that they donât work on weekends. But that is irrelevant. Iâve been waiting for four weeks and between all those weekends there are working days, right? Who can explain to me that in all those weeks no one has addressed my issue? And when I ask how long it takes on average before itâs their turn, I donât get a response either. So far me and my issue have been completely ignored for weeks. And I donât understand why. Who wants to explain that to me? Surely this is not a support department of a professional company supposed to work?
Part of your problem might be that youâve declared most of the requested details as irrelevant, when thatâs possibly â and likely â not the case. You would do well to try your best to fully answer those questions.
I am an ICT specialist for 30 years. If an update of the OS on my NAS started a problem, the type of router in my network is definitely irrelevant.
Are the technicians at Roon all volunteers or what? Every normal company with a helpdesk responds on the issue within hours of days. For my issue, I am waiting for OVER A MONTH now. I honestly do not understand why.
Please explain to me: are support engineers all volunteers?
How long does it take to get an answer if I post a technical problem with my system?
When for over a month nobody tries to help, how is that possible? Is that normal for the support at Roon? What to do if nobody anwers on a support ticket for over 4 weeks? Can I make a phone call or what?
This symptom in my experience is likely due to folder permissions for the folder containing the database, which have to be set very specifically according to the RoonOnNAS instructions. Hope this helps.
@MartijnDD although I understand your frustration and agree that customer support should be separated from a user community and that not having a response in more than 4 weeks is not acceptable, I also believe that this topic is not the place to have that discussion.
In fact, it might even be that support team is working from open tickets based on the date of last post in the topic.
That being said, I would suggest that:
You also make a post about your problem in #roon:qnap-synology section. It my understanding that the installation is being maintained by someone outside the Roon team. Perhaps you will get a better response there
Finally, as an alternative route, you may wish to explore installing your Roon Core on Docker on Synology. Many people, including myself have been running it successfully and quite stable. Note however that this is not supported by Roon. So any question you have on that should be posted in the #tinkering section. To get you started, have a look at the following topic: Walkthrough : Roon in a Docker container on Synology DSM 7
Because there was no support at all for help recovering my database, I just started all over. I installed docker and roon in it and it works fine. Thank you very much for telling me about this set up: i like it. I do not like the support of Roon Labs, because there was no support.
