Windows Roon player crashes after startup

Support
1

Core Machine (Operating system/System info/Roon build number)
Operating System
Windows 10 Pro 64-bit
CPU
Intel Core i7 @ 1.80GHz 60 °C
Kaby Lake-U/Y 14nm Technology
RAM
16.0GB
Motherboard
HP 83B2 (U3E1)
Graphics
Generic PnP Monitor (1920x1080@60Hz)
Intel UHD Graphics 620 (HP)
2048MB ATI Radeon RX 540 Series (HP)
CrossFire Disabled
Storage
476GB SAMSUNG MZVLB512HAJQ-000H1 (Unknown (SSD))
Optical Drives
No optical disk drives detected
Audio
Conexant ISST Audio

**Network Details (Including networking gear model/manufacturer and if on WiFi/Ethernet)**Network
You are connected to the internet
Connected through Intel Dual Band Wireless-AC 8265
IP Address 192.168.55.65
Subnet mask 255.255.255.0
Gateway server 192.168.55.1
Preferred DNS server 192.168.55.1
DHCP Enabled
DHCP server 192.168.55.1
External IP Address 122.172.167.79
Adapter Type IEEE 802.11 wireless
NetBIOS over TCP/IP Enabled via DHCP
NETBIOS Node Type Hybrid node
Link Speed 0 Bps
Computer Name
NetBIOS Name RRLAPTOP
DNS Name RRLaptop
Membership Part of workgroup
Workgroup TAASCOM
Remote Desktop
Disabled
Console
State Active
Domain RRLAPTOP
RDP-Tcp
State Listen
WinInet Info
LAN Connection
Local system uses a local area network to connect to the Internet
Local system has RAS to connect to the Internet
Wi-Fi Info
Using native Wi-Fi API version 2
Available access points count 4
Wi-Fi ()
SSID
Frequency 5180000 kHz
Channel Number 36
Name No name
Signal Strength/Quality 90
Security Enabled
State The interface is connected to a network
Dot11 Type Infrastructure BSS network
Network Connectible
Network Flags There is a profile for this network
Cipher Algorithm to be used when joining this network AES-CCMP algorithm
Default Auth used to join this network for the first time 802.11i RSNA algorithm that uses PSK
Wi-Fi ()
SSID
Frequency 5180000 kHz
Channel Number 36
Name No name
Signal Strength/Quality 81
Security Enabled
State The interface is connected to a network
Dot11 Type Infrastructure BSS network
Network Connectible
Network Flags There is a profile for this network
Cipher Algorithm to be used when joining this network AES-CCMP algorithm
Default Auth used to join this network for the first time 802.11i RSNA algorithm that uses PSK
Wi-Fi (LinkPlay_3E6C)
SSID LinkPlay_3E6C
Frequency 2462000 kHz
Channel Number 11
Name LinkPlay_3E6C
Signal Strength/Quality 88
Security Disabled
State The interface is connected to a network
Dot11 Type Infrastructure BSS network
Network Connectible
Network Flags There is a profile for this network
Cipher Algorithm to be used when joining this network No Cipher algorithm is enabled/supported
Default Auth used to join this network for the first time IEEE 802.11 Open System authentication algorithm
Wi-Fi (Rajs)
SSID Rajs
Frequency 5180000 kHz
Channel Number 36
Name Rajs
Signal Strength/Quality 87
Security Enabled
State The interface is connected to a network
Dot11 Type Infrastructure BSS network
Network Connectible
Network Flags Currently Connected to this network
Cipher Algorithm to be used when joining this network AES-CCMP algorithm
Default Auth used to join this network for the first time 802.11i RSNA algorithm that uses PSK
WinHTTPInfo
WinHTTPSessionProxyType No proxy
Session Proxy
Session Proxy Bypass
Connect Retries 5
Connect Timeout (ms) 60,000
HTTP Version HTTP 1.1
Max Connects Per 1.0 Servers INFINITE
Max Connects Per Servers INFINITE
Max HTTP automatic redirects 10
Max HTTP status continue 10
Send Timeout (ms) 30,000
IEProxy Auto Detect Yes
IEProxy Auto Config
IEProxy
IEProxy Bypass
Default Proxy Config Access Type No proxy
Default Config Proxy
Default Config Proxy Bypass
Sharing and Discovery
Network Discovery Disabled
File and Printer Sharing Enabled
File and printer sharing service Enabled
Simple File Sharing Enabled
Administrative Shares Enabled
Network access: Sharing and security model for local accounts Classic - local users authenticate as themselves
Adapters List
Enabled
Intel® Dual Band Wireless-AC 8265
Connection-specific DNS Suffix lan
Connection Name Wi-Fi
NetBIOS over TCPIP Yes
DHCP enabled Yes
MAC Address 94-B8-6D-77-60-46
IP Address 192.168.55.65
Subnet mask 255.255.255.0
Gateway server 192.168.55.1
DHCP 192.168.55.1
DNS Server 192.168.55.1
Intel® Ethernet Connection (4) I219-V
Connection-specific DNS Suffix celstream-in.com
Connection Name Ethernet
DHCP enabled Yes
MAC Address 10-62-E5-4F-1F-D1

Audio Devices (Specify what device you’re using and its connection type - USB/HDMI/etc.)

TEXT GOES HERE

Description Of Issue

Installed RoonInstaller64 and the albums come up and then it crashes. Repeated the installation and the same thing happens.

2

Hi @Ranga_Raj,

Is this your Core machine or a remote? Was this device working for you previously or is this a new install?

Would you kindly use the directions found here and send us over a set of logs using a shared Dropbox link?

Thanks!

4

Its a core and not remote. I had been using it for many months and have been enjoying it. I did an update and the ran roon while the network was not up and it said there was a database issue. Subsequently i connected to the network and then the issue i raised came up. I will follow directions and share a link.

5

Has the log files

6

Hi @Ranga_Raj,

The team reviewed the logs that you sent and they’re hoping you can also send us event viewer logs so we can get more information on the crash. Please see the steps outlined below:

  1. ress Win + R and type eventvwr.msc
  2. Press OK – this should open Event Viewer window
  3. From the left sidebar go to Windows Logs > Application
  4. Right click on the Application subsection and pick Filter Current Log... from the context menu
    image
    image889×863 50.7 KB
  5. On the Filter tab for the Logged section pick a parameter Last 30 days and press OK
    image
    image890×863 47.8 KB
  6. Right click on the Application subsection again and pick Save filtered log file as.. from the context menu
  7. Enter the log file name, for e.g. Roon_USERNAME , and press Save
  8. Upload the file here using “alpha” (no quotes) for username and password
  9. Let us know when they’ve been uploaded
7

Done - file name is Roon_rangaraj.evtx
My Roon user name is ranga.raj@celstream.com

8

Any luck with the analysis of the log files?

9

Hi @Ranga_Raj,

Apologies for the delay here! I spoke with the team about their analysis of the logs you sent over and they’ve asked if you can try the following:

  1. Download the latest graphics drivers from the manufacturer’s website (you won’t want to rely on the Windows driver updater for this)
  2. Download .NET Framework 4.8 from Microsoft

If you’re still having issues, can you confirm if your media is stored on an internal drive or via USB / NAS?

Thanks!

10

Hi Dylan,

I upgraded my graphics drivers and .NET framework with the link provided. The .NET framework installation provided mentioned that i already have that version. Post the upgrade of the graphics drivers my Chrome browser is not working and all the plug ins are crashing. The media is stored on a local SSD harddrive. The Roon player has the same issue - appears shows my albums and then crashes. I now need to figure out about the graphics problem and Chrome. Any suggestions?

11

Hi @Ranga_Raj,

I think the next thing we will want to do here is test with a fresh database. First, can you confirm whether or not you have backups of Roon from before this issue?

12

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