What is the Roon Troubleshooting Typeform?

The Roon Troubleshooting Typeform is an interactive, self-guided form designed to assist users in diagnosing and resolving common technical issues related to Roon's software and hardware. Guiding users through a series of tailored questions, it helps pinpoint the nature of the problem and offers immediate troubleshooting steps.

If you’re unable to solve your issue through the self-serve resources, the typeform will auto-create a ticket and add it to the Technical Support team’s queue. You should receive a response from Roon Staff within a few hours!

Why Does It Exist?

The primary goal of the Typeform is to streamline the technical support process by:

• Reducing Resolution Time: Our typeform is designed to collect key details right from the start of your support request, things like your operating system, audio setup, network configuration, and the specific issue you’re encountering. By collecting and addressing these common troubleshooting variables upfront, we reduce the need for extended back-and-forth communications between you and the support team.

• Empowering Users: It's a tool designed to empower you. By guiding you through a series of targeted questions and checks, it often surfaces immediate solutions to common problems, right within the form, without the need to wait for a support response. The Typeform may point you to relevant articles, step-by-step instructions, or recommended settings as you go. This can help you resolve the issue on your own and get back to listening, no ticket needed.

How It Helps

• Immediate Assistance: One of the most valuable benefits of the Typeform is that it can solve problems before a support team member even gets involved. As you move through the form, it checks for common issues like outdated software, missing backups, network configuration errors, or device miscommunication, and offers clear, step-by-step guidance to help you resolve them on the spot. In many cases, that’s all it takes to get things working again.

Tips for Effective Use

• Provide Detailed Responses: The more information you share about your setup and the issue, the better the assistance you'll receive.

• Follow Suggested Steps: If the Typeform offers troubleshooting steps, try them before reaching out to support, as they might resolve your issue.

• Nucleus Hardware Issues: For hardware-related problems, such as issues with Roon Nucleus, the Typeform can direct you to the appropriate channels for assistance.
  

• To do so, open the Typeform link below and select ‘Other’ followed by 'This issue is related to a physical component'.
  

                  Typeform link: Nucleus Troubleshooting

By utilizing the Roon Troubleshooting Typeform, users can often resolve issues independently, leading to a more efficient and satisfying support experience.

I’ve submitted my issue and have received a response from Roon Staff - how do I reply?

First, it’s always good to check if you have your email notifications enabled from your Roon Community account.

1. Navigate to your Roon Community profile and select the ‘Preferences' cogwheel:
   

2. Then, navigate to ‘Emails’ and adjust accordingly - most set both options to ‘always’:
   

Now, anytime you receive a reply to your support ticket, you’ll get an email from: Roon Labs Community<no-reply@roonlabs.com>

In the email itself, click ‘Visit Topic’ which will open a browser window and take you to the login page for the Roon Community. After signing in, you'll gain access to your support thread. From there, click the blue ‘Reply’ button to respond.

Example of the ‘Visit Topic’ button within the email you will receive:

Example of the ‘Reply’ button on the bottom of the community thread: