Occasionally, Roon Support will need to have a look at your logs or database. The instructions below will walk you through finding various folders that we might need to look into your issue.
In most cases, you'll want to look at the machine running your Core, although sometimes Roon Support will ask you to send logs from a remote installation as well. The steps below will walk you through zipping up the entire logs folder and getting it over to us.
Remember to ALWAYS shut down Roon on whatever device you're getting logs from before copying, moving, or accessing your Roon database. Please don't send us snippets of logs or single log files, but the entire log folder for review in case there are errors in an earlier log.
- Locate your Roon or RoonServer database -- in most cases, you will want to send us logs from your Roon database (specific instructions on how to access the database found below)
- Find the folder called `Logs`
- This folder generally contains Roon_log.txt , Roon_log.01.txt, ect. or RoonServer_log.txt, RoonServer_log.01.txt, ect. (if making use of RoonServer)
- Zip up the entire `Logs` folder
- On macOS: Right Click -> choose Compress Logs
- On Windows, Right Click -> choose Send To -> Compressed Zipped Folder
- Please do not send individual log files
- Rename the zip file to include your Community username, name, or your email address
- Please don't send your logs over as `logs.zip`
- Send us a link to the zip file
- The easiest way to do this is to respond to us with a link from Dropbox (instructions here), Google Drive (instructions here) or similar services (OneDrive, Box, Firefox Send, etc)
- If you don't have access to any file sharing services, just let us know and we'll provide another way to upload logs directly to us
If Roon support needs access to your RAATServer logs, follow the instructions above, but instead of a folder called Roon or RoonServer, look for a folder called RAATServer. RAATServer logs can be useful when troubleshooting Audio-specific issues, but if you send you need to send RAATServer logs, please also include regular Roon / RoonServer logs as well.
Accessing Roon/RoonServer Logs
- Open Finder and click Go in the top bar
- Hold down the Option key (or Alt)(⌥) to unhide the Library folder
- Click the Library folder
- Find and open the Roon or RoonServer folder
- Open Windows Explorer
- Click in the address area to the right of the text, to make it active like typing in a web browser, and type `%localappdata%
- Find and open the Roon or RoonServer folder
Be sure to replace NUCLEUS with NUCLEUSPLUS if you have a Nucleus+
- Using a Windows machine, open File Explorer and navigate to \\NUCLEUS\Data and use Guest as the username and password. You should then see the RoonServer folder.
- Using a Mac, open Finder and navigate to smb://NUCLEUS/Data and use Guest as the username and password. You should then see the RoonServer folder.
- Using a Windows machine, open File Explorer and navigate to \\ROCK\Data and use Guest as the username and password. You should then see the RoonServer folder.
- Using a Mac, open Finder and navigate to smb://ROCK/Data and use Guest as the username and password. You should then see the RoonServer folder.
The RoonServer database folder will be in the RoonServer folder you set up when you installed Roon. For more about this, please see here
- If you used our "easy installer" scripts, then Roon's database is located in /var/roon/RoonServer
- If you ran Roon from the .tar.gz package by executing ./start.sh without configuring the ROON_DATAROOT environment variable, then it will be in $HOME/.RoonServer
- If you have configured $ROON_DATAROOT manually, then it will be in $ROON_DATAROOT/RoonServer For full details of how Roon is installed on Linux, please see this article.
Some Roon Core devices may require additional steps to expose or allow access to the database or the Logs folder. Please check our Community Site or contact the manufacturer of your device if you're unsure.
If you have downloaded Roon Server from the QNAP App Center, and you are running your Roon Core on a QNAP device, you can download your logs by clicking the "Ambulance" button:
Your browser does not support the video tag.
You can manually download Roon Server’s log files by accessing your database storage location with your computer (or use Synology’s File Station
). The log files are stored in the Logs folder in the RoonServer and RAATServer directory:
You can get the logs by navigating to Sonicorbiter.com -> Manage -> Apps -> Roon.
Troubleshooting Audio Dropouts
Overview This document contains information about tracking down and troubleshooting issues that lead to audio dropouts, in particular with RAAT-based outputs, including RoonReady devices, and outputs connected to computers or devices running Roon, ...
Often times when we see reports of KEF issues the following troubleshooting steps are useful in narrowing down where exactly the issue lies: * Are the KEF speakers using the 5Ghz WiFi network and not 2.4Ghz? Is there any change if connecting both ...
Networking Best Practices
A properly functioning home network ensures that Roon performs as expected, with remotes connecting and loading content quickly as you browse, and audio devices that are free from dropouts and other playback issues. More complex network setups will ...
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 ...
Command Line Flags Occasionally, Roon Support will need more detailed logs about an issue you're experiencing. In these cases, they may ask you to enable additional logging using something called a command-line flag when you launch Roon. This flag ...