@support
Hi, I have problem in playing Tidal on Roon. All tracks are empty. All Playlist including my playlists are listed but all empty.
No problem playing Tidal if play from Tidal app on Mac, iphone, sonos, bluesound, etc.
I have tried running Roon Core on Mac Mini, NAS, and now on MacbookPro v1.5 (build 339) stable (64bit).
My Tidal subscription is from UK, HiFi account.
I have tried, log in and out Tidal service from Roon., clear Roon cache, sync Tidal library, but none works.
Please advise possible solution to this problem.
Yes, I am able to navigate through playlists ok. But all empty.
Album and tracks all empty, nothing shown.
Restarted machine few times, enable disable tidal service from roon service setting, sync tidal library from roon service setting, clear cache. Nothing works.
I think the next step here is to enable some diagnostics on your account so our technical staff can get some more insight into what’s going on here.
However, before I enable this feature, I’d like to ask for your help ensuring we gather the right information.
Can you login to your main Core machine (is that the Mac Mini?) and try to connect to a playlist and album from TIDAL, making note of the time in which you do each of those? Once you’ve done this reply here with the timestamps and I’ll ensure that the team reviews the diagnostics report in relation to those times.
Now that I have the timestamps, diagnostics have been enabled on your account. The next time your Core is active a diagnostics report will automatically be generated and uploaded directly to our servers
Once that’s been received, I’ll be sure to update this thread and pass the diagnostics over to the team for further analysis.
While the team is taking a look here I was hoping you could provide a little more information so I can pass it along to aid in their investigation.
First, please describe your network configuration/topology, including any networking hardware currently in use, so we can have a clear understanding of how your devices are communicating.
Second, can you share a screenshot of what you’re seeing when you navigate to your playlists and a TIDAL album?
One more screenshot request — Are you able to navigate to an album in TIDAL rather than a playlist? If so, please screenshot what you see there as well.
Hi @Andi_Prabowo – we took a look at this and discussed with TIDAL, and there appears to be an issue with your TIDAL account.
The issue is that the country associated with this TIDAL account is Indonesia, which is not among the list of countries TIDAL is currently available in, nor is it among the list of countries Roon supports for TIDAL. That’s why nothing is loading is here.
I’m not sure how or why your TIDAL account is setup this way, so unfortunately you’ll need to get in touch with TIDAL’s support team and hopefully they can give you some more information about what’s going on here.
