Bulgarian Tidal account missing library

Core Machine (Operating system/System info/Roon build number)

PC V1.7 (build505) / Win10

Network Details (Including networking gear model/manufacturer and if on WiFi/Ethernet)

Ethernet wired - MicroTik CCR1009

Audio Devices (Specify what device you’re using and its connection type - USB/HDMI/etc.)


Description Of Issue

Tidal library not synchronising. Log in with new Tidal account doesn’t sync and no files can be accessed on Tidal. No error message just empty. All playlists also empty.
The difference is new Tidal account is from Bulgaria. Old UK account worked fine.
No issues with playback just Tidal metadata. Tried on few Roon servers and same result.

Hi @Rumen_Artarski,

To clarify — Is this just your TIDAL library that is not syncing to Roon, or are you not able to see anything when you go to the TIDAL page? If the latter, can you share a screenshot of what you see?

Since switching accounts have you tried rebooting and signing out + back in to TIDAL in Roon?

Hi, just Tidal not syncing.

Tidal doesn’t load even the tidal new or recommended as can be seen from the screenshot.
Rebooted the machines, restarted the apps and tried on different machines as well.

Hi @Rumen_Artarski,

Can you try clearing your cache and let us know if that helps? Please see the steps below:

  • Stop Roon on the Core machine
  • Find and open your Roon database
  • Navigate to /Library/Roon/Cache
  • Move the contents of the /Cache folder elsewhere, like your desktop
  • Restart Roon

Let us know if you’re still seeing this issue after that. Thanks!

Done this and no change

Hi @Rumen_Artarski — I’ve followed up via PM.

Done as requested. email thrax.bg

Hi @Rumen_Artarski,

Would you kindly use the directions found here and send us over a set of logs using a shared Dropbox link.

Hi @Rumen_Artarski,

We’ve looked into this and discovered that Bulgaria is a relatively new TIDAL region that we don’t currently support. We’re working with TIDAL on a solution, which we don’t expect will take that long.

We will let you know when we have more information on this, and you have our apologies for the inconvenience.

Cool, waiting for an update notice

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