You could very well be right - and if so, I don’t doubt that the telephone wires between Roon Labs and Qobuz are red-hot right now.
I’m sorry, but how do you know this?
I disagree. A notice sent to all subscribers that they have encountered an issue affecting even just a small number of customers, imo, is the professional way to do it. This is a paid service after all.
Scrolling through multiple threads is not how I want to spend my time nor to find a solution to a problem that the company already knows about. To be fair, I seem to spend an awful amount of time here for the same reason you mentioned, for a multiple array of problems. But I would rather connect with a proper support channel, with a ticketing system and reasonable service level agreement response times.
I agree with Arthur that in cases where a number of users are hit at the same time, there should be a way for Roon to inform/warn customers.
Roon insists every single user to report issues/problems into an individual topic.
(hence the different topics about this Roon-Qobuz synchronisation problems)
If Roon cannot inform users byemail, they should put a sticky topic at the top of the forum until the problem is solved.
Now, I have to enable watching the Support forum, and see all ‘individual’ topics coming in, which I am not interested in as I am not able to help anyway.
If you want to talk about how Roon could handle this, go ahead. If you want to understand what is known here about this issue, do a search of this forum for the many threads that talk about it.
All my Qobuz albums are missing too. I have tried the fix mentioned a few threads up, but made no difference.
A Community Forum is not the most obvious place for support, and a failure to communicate with customers is pretty poor. I appreciate that the issue is not really yours to resolve, but it is only an issue within Roon as far as I can see. Every other way in which I can access Qobuz is just fine.
Please do better with your communications.
We are looking into this and will keep everyone updated here:
I disagree. When an issue appears that affects a significant number of users, the service provider has a duty to inform its customers base about
- the issue (symptoms and origin)
- the measures being taken to address it
- the foreseeable time frame to solve it
The forum may be an appropriate solution in some other instances, but not this one. Some customers may be led to try inappropriate “solutions” that could damage their user experience further.
A “minority” of users can still be a lot. I understand that Roonlabs prefers not to make the issue visible to all customers. This is bad policy, as is any decision that disregards the legitimate right of customers to transparency.
Agreed. Where is https://status.roonlabs.com page?
Paying what we do for this service, we should not be required to make this effort. Any professional organization would have a way for the customer to contact the company directly and visa versa. They would also alert the customer to any problems as significant as this one. We should not have to deal with other customers and fans who many times play interference rather than help. A forum should not be a replacement for tech support. Especially with a product as buggy as Roon!
I am having the same issue. All of favorites imported in the last four months appear in my Roon Qobuz tab, but not in my albums overview.
I have tried many of the suggestions of rebooting, logging in again and out, server restarts and nothing is pulling the favorites in Qobuz back into my library.
Of course, it’s unnerving when one can’t access their music as usual, but in most cases there are alternate ways to still get some music playing, if the silence is too oppressing…
A sincere question to all dissatisfied users:
How much do you pay for mobile and internet access in comparison?
Are those services more vital to you?
Do these companies personally inform you about service outages, their action plan and estimated time of correction?
Did you ever threaten them to cancel your service plan due to outages and did they whip out their red carpet for you to make you stay?
I can answer NO for my provider, Telefonica Germany, wo delivers my mobile, land line and internet services.
In all fairness, glitches may be less frequent, and at least for their mobile service there’s live info via app, updated about every half hour.
On severe outages, there’s the option to get individual status updates after jumping through quite some hoops…
For landline and internet, I have to search the net for third party info.
All that said, I really struggle to understand the uproar about how Roon isn’t professional with communicating glitches and their remedy - ramp down your temper, everyone please!
For almost all SaaS services, there’s either a status page, updates on social media or an easy way to find out if there’s an outage - for the examples you’ve given, I can put my postcode into my network/internet providers homepage and I’ll find out straight away of any known issues so I’m not wasting time contacting their support.
I’ve worked for most of my career in IT Application Support (specifically SaaS) and even for minor outages we’d post out an update and let people know - “We’re aware of an issue with a small number of users missing saved Qobuz albums from their Roon libraries. We are working closely with Qobuz to resolve this problem as a matter of urgency, please check on status.roon.com for further updates. We apologise for any inconvenience” or similar.
Why no notification on their Twitter? Why no sticky post here? For a known issue the onus shouldn’t be on users to search for existing threads. I love Roon and think it’s a great service, but I’ve never understood the defensiveness of posters here for some of their frankly sub-par support.
Roon is not a SaaS service.
I was just using that as an example of how it’s common practice for status notifications and details to be communicated clearly, rather than hunting around on user forums.
Although Roon isn’t SaaS, there’s still clearly communication with external service partners like Qobuz. If that breaks (even for a relatively small number of users) and they’re aware of the issue there’s not really an excuse for not communicating that better than they have. It’s not a huge deal and I’m not sitting here seething or anything (although I did waste an hour last night tracking down a load of albums before I realized there was an issue) - I just feel that some form of notification is pretty basic customer service for a reasonably major application developer, and the lack of it shouldn’t be defended by paying customers.
Roon strongly believes that, i just take any occasion to state the contrary.
Well, if you stay around long enough you’ll get that they have some kind of attitude, generally speaking. I’ve seen worst, I’ve seen better too. In the end it’s just an entertainment application/service, being done with attitude can also be entertaining (until becomes a joke which will obviously be on us, but we are not yet there)! I believe the end of the world won’t happen because of the streaming so…
I don’t know if this is related or not… My Qobuz albums that I’ve purchased and downloaded still show up, but yesterday Roon said I had 788 albums and the day before it said I had 806 albums. I’ve stopped and restarted the server several times.
I have one set of music in three locations (three copies): a MacBook Pro, a network server (Synology NAS) for access by Roon, and on my Astell & Kern DAP. I listen to the MacBook Pro music via Audirvana Studio. Here’s what each reports:
Audirvana Studio 11,256
Audirvana Studio 878
788 (was 806)
I can understand that perhaps Roon will adjust the album count for multi-disc albums, but that wouldn’t account for the track discrepancy. Any thoughts as to what’s going on?
If not software as a service what acronym would you use?
You can use whatever acronim you want.
SaaS defines a very specific way of doing things, single point hosted application delivered to multiple clients, which roon is not (each client has his own hosted application and core). When (if) roon will work as a single hosted core and application which will serve all the clients over the internet, the will be a SaaS.
I’m sincerely interested in what we/those that coin these acronyms should call the Roon model?
It’s not a traditional thick client that access local only files and it’s not a cloud-only hosted solution.