What is the operating system of your Roon Server host machine?
· Nucleus
What kind of device are you using to perform the login?
· iOS
Where are you trying to login?
· I can't log into TIDAL, KKBox or nugs
Have you been redirected to the Tidal/KKBOX/nugs login page in your browser?
· Yes
Please try clearing the browser cache and cookies for the [l](https://account.roon.app/)ogin page where you have been redirected
· No, the issue remains the same
Content / Popup Blockers
· No, the issue remains the same
Temporarily try to use a different browser
· No, the issue remains the same
Please try to restart your Roon Server by closing the Roon Server app in the taskbar (MacOS), task manager (Windows) or rebooting your Roon Server machine.
· No, the issue remains the same
Different device
· I cannot switch to a different device
Are you still facing the issue on the different device
· No, the issue remains the same
Record the timestamp
· 09:00
Describe the issue
We are a hifi store and have been using Roon for a while now. Under the account: [moderated]. Recently we have been having some problems.
Our Roon Core is a Grimm MU2 which is also our endpoint.
When it works, it works, and there are no problems. However, every single day we have to disconnect and connect our Tidal account because it doesn't show the playlists anymore and isn't able to play any music. Since we run our store between daytime and it never has to be done during that time it seems to happen during the night time, maybe during some system reload.
So every day we have to manually disconnect Tidal in the services menu, login again, and then it plays the whole day without a problem.
Could you tell us how we can resolve this? We have tried rebooting the ipad, of course rebooting the Grimm MU2 but nothing seems to work.
If you are Roon dealer, you can access our dealer support channel directly by emailing dealersupport@roonlabs.com.
That said, if you’d prefer to continue troubleshooting here via the Community, please bring your server back online, and we’ll enable diagnostics to take a closer look at what might be happening.
An initial follow-up question: Do you use a single Tidal account across devices, or, do you have multiple Tidal accounts?
Thank you for the quick reply. Easiest way might be to continue here.
Our server is currently online and we will keep it online 24/7 for the next couple of days.
Furthermore, we have a dedicated Tidal account for this server, we don’t use it elsewhere.
Interesting discovery. As discussed we kept the Grimm MU2 turned on the last couple of days for remote diagnostics. This morning my colleague tried playing music and Tidal was properly logged in and everything functions fine. Meaning, the ‘midnight refresh’ we might have expected seems to be ruled out. So at this point it appears that it loses it’s Tidal login token’s after turning the Grimm MU2 off and on again.
Another update, as said we always have to login again each day when setting up the Grimm again. However, this morning, I can’t even login at all. I try logging in to Tidal but when I get redirected to the Roon app I get the following error:
STATUS
Failed to reconnect. Please retry later.
There was an error authorizing with TIDAL: Unauthorized. Please try again.
Thanks for the updates! We were able to review a recent Roon Server diagnostic report, and saw that the failure is the same on every cold boot of the Grimm MU2, and it is a startup race condition between the network/clock coming up and the Tidal token refresh, not a nightly refresh and not a Tidal-side account problem.
The sequence on each boot:
The server starts and immediately tries to get time: [realtime] failed to get time: Name or service not known. DNS/network isn't ready yet.
While still in that no-network window, Tidal fires its first token refresh. Because there's no connectivity, you get [auth] EnsureAuthReady failed: NetworkError, and the refresh call to oauthcb/4/tidal/refresh returns 401.
Tidal logs RefreshToken, returning because in progress, the refresh that was launched during the dead-network window is still "in progress" and blocks the retry.
~20 seconds later NTP succeeds and the network is genuinely up, but the damage is done: Tidal transitions StartupWithCredentials → NoAccountConfigured, then got token expired with no accountdata, and a logout to Tidal returns OAuth access token missing. The stored refresh token has effectively been discarded.
It then goes NoAccountConfigured → AttemptingLogin, which is why on most mornings a manual re-login fixes it.
And while the server was already running, the same token expiry happened but recovered cleanly (LoginSucceeded → AttemptingLogin → LoginSucceeded in ~1 second). That’s the normal mid-session refresh working. It only fails when the refresh collides with the cold-boot network-down window.
So overall, it seems the Grimm boots and starts Roon Server before the network stack/DNS is ready, so Tidal’s first token refresh fails against a dead network and the credentials get torn down instead of retried.
Here are a few next steps to try:
Confirm the boot-order theory cheaply: after a cold boot, wait 2–3 minutes before opening Roon/playing anything, then check Tidal. If it holds, that confirms the race and points squarely at network-not-ready-at-boot.
Make the Grimm's network ready at boot. Check whether the MU2 is getting DHCP/DNS quickly. Several options: set a static IP and explicit DNS (e.g. 1.1.1.1 / 8.8.8.8) on the MU2 so it isn't waiting on DHCP+DNS resolution at boot, and confirm the switch port isn't slow to come up (disable spanning-tree portfast delays / EEE / "green ethernet" on that port if managed).
You could always consider leaving the machine running versus a daily reboot since I do believe the machine is built to run 24/7. Thank you!
Just checking in on this. Were you able to try the cold boot test we mentioned, waiting 2 to 3 minutes before opening Roon or playing anything, and did Tidal stay connected after that? If you had a chance, we would also still like to know whether the MU2 is getting DHCP and DNS quickly at startup, or if setting a static IP with explicit DNS helped at all. Please reply with any updates or questions, thanks!
Just so everything is in one place when you get to it, here’s the short version of the test plan:
Cold boot the Grimm MU2, then wait 2-3 minutes before opening Roon or starting playback - and check whether Tidal stays connected.
If it does, set a static IP with explicit DNS (e.g. 1.1.1.1 or 8.8.8.8) on the MU2 - that removes the boot-time DHCP/DNS wait that's tearing down the Tidal credentials.
Alternatively, simply leaving the MU2 running 24/7 avoids the cold-boot window entirely.
We'll set this thread aside for now. Once you've had a chance to test, just reply here with the results; even if the thread has closed in the meantime, you can open a new one referencing this ticket (ref#...) and we'll pick it up right away with all the context.