FAQ: How to Contact Roon Technical Support
The best place to go for technical support is our Community site
. This is where we've dedicated an entire category, Support
, for the Roon technical team to help troubleshoot any technical issues you may run into.
After exploring multiple options to offer technical support, we've discovered we can be most efficient in a community setting. While you'll still be getting one-to-one support from one of our technicians, other Roon team members can also take a look: our QA and Engineering teams, our Product team, Technical team and even our C-level team are known to chime in and help. Not only that, but a community post can also help us understand how widespread an issue is and take the appropriate steps for all of our customers.
This section would not be complete if we didn't mention the thousands of Roon subscribers that hang out on the community. Many of them know Roon inside out and a number of them are experts in the audio world. A simple skimming of the posts on the community site will undeniably reveal how helpful their actions are.
Before you start, make sure you log in on our Community Site. We're using single sign on authentication - this means you'll be using the email and password you've created when signing up with Roon to log in.
- Select the Support Category:
- From the drop down menu or,
- From the Community page:
- Click on +New Topic at the top right of the screen.
- Fill out the template that appears at the bottom part of your screen:
issue in the title
Describe your setup in the text box:
Include as much detail as you can in your first post. This will help our technical team resolve your issue faster.
Include information about your hardware and operating system under Core Machine. Under Networking Details let us know how you connect to the internet at home, so we can better understand how your devices are connected and the way your network is set up. Audio Devices is meant to cover your devices and their connection type (USB, HDMI, etc.).
Note the preview on the right of the screen showing how your text will be displayed once posted. You can click on hide preview at the bottom right of the screen if you don’t want to see it.
Describe the issue:
This is where you can explain what’s wrong and how frequently it happens: is it "every time" you perform an action or is it sporadic? If the latter, please specify the approximate time it happened last.
4. Click Create Topic
When will I hear back?
Once you've clicked on Create Topic our technical team will be immediately notified of your request. They will reply on the thread you've created as soon as possible. Please, keep in mind that response times may be slower over the weekend as our technical team work Monday through Friday.
FAQ: Roon Support gave me a "Support ID", where do I enter it?
From the sidebar, click on Support Then, click the 'I've already talked to support' tab, and enter the support ID that was given to you. Press Send, and you should get a confirmation message that the package was sent. Make sure to let the Roon ...
FAQ: Does Roon support DSD?
Yes, Roon supports DSD. In terms of transports, Roon supports: DSD over PCM (DoP) v1.0 DSD converted to PCM in Roon, sent as PCM to your DAC DSD-Direct (DSD-Native) using ASIO drivers on WindowsIn terms of file formats: DSF files, tags included DFF ...
FAQ: Why is Roon converting to PCM?
The most common reasons why DSD is converted to PCM are: The audio device isn't reporting DSD support to Roon The audio device isn't configured to support DSD playback Volume leveling or Crossfade are enabled for the current zone Features in the DSP ...
FAQ: Can I control Roon remotely?
When you first install Roon, you will set up your Core, which functions as the main server for Roon in your household. Whether your Core is near where you listen to music or on the other side of the house, there's a good chance it's not a convenient ...
FAQ: Roon Support asked me for a "Support package", how do I do that?
From the sidebar go to Support, click the 'I've already talked to support' tab, then Save Support Package. This will save a .tgz file to your desktop, which is your "Support package." Send this file to the Roon support team and we'll take it from ...
Ask the Roon Community
Thousands of Roon subscribers and audio enthusiasts are chatting over on our community site right now, join them! You don't even need a Roon subscription to sign up.
Something you can't find?
If you're still stuck, don't hesitate to
let us know
and we'll get back to you as soon as we can.