Intermittent Connectivity Issues with Tidal and Roon Radio (ref#KT4VQF)

Support
1

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 am able to switch to the diffrent device

Are you still facing the issue on the different device

· No, the issue remains the same

Record the timestamp

· Everyday for past 2 weeks

Describe the issue

I’m still having no end of issues trying to connect with Tidal and Roon radio. They connect some times and not others and if they do connect, only a very few albums get through and then when i click on them the songs won’t come up. I’ve changed my DNS settings on the router. Could someone please send some suggestions. Thanks

Describe your network setup

TP LINK ARCHER AX6000 ROUTER CONNECTED TO NUCLEUS ONE

1 Like
2

Hello @Mark_Olivetta

Thank you for reaching Roon support

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.

First, can you please reproduce the issue once more and note the time at which the error occurs. Then respond here with that time, and I’ll make sure we review the diagnostics related to that timestamp.

3

Thanks Vadim. I have just tried now. 10:15pm. It won’t connect to Tidal

4

@vadim It’s the same with Live Radio

5

@vadim An update. Roon says I’m logged in to Tidal but yet I cannot open an album or playlist. Just happened now @9:37pm

6

Hey @Mark_Olivetta,

Thanks for the update!

Can you please use the directions found here and send over a set of logs to our File Uploader? Once logs have been uploaded, please let us know so that we can check the server for your files, thanks!

7

Hi @benjamin Files have just been uploaded at 4:40pm. Thanks

8

Hello @Mark_Olivetta,

Thank you for uploading those files! I took a look, and it appears you’ve gathered the logs for the Roon Remote interface rather than the background Server process running on your Windows PC.

However, these logs still provided a massive clue. They are filled with severe network timeout errors. Specifically, your PC is trying to reach Tidal’s media servers (resources.tidal.com), but the connection is timing out completely:

web exception without response: socketmsg (TimedOut): A connection attempt failed because the connected party did not properly respond after a period of time...

This perfectly explains why you cannot open albums or play Live Radio: your PC’s internet traffic to these specific media servers is being actively intercepted and dropped.

Here are the best next steps to bypass this block:

1. Router Security Check: Since you are using a TP-Link Archer AX6000, please check your router settings (usually via the TP-Link Tether app) for HomeCare or HomeShield (TP-Link’s built-in antivirus/malware protection). If enabled, please temporarily turn it OFF. These features are notorious for falsely flagging and blocking streaming servers.

2. Change DNS Directly on Windows: You mentioned changing the DNS on your router, but sometimes the OS overrides this. Please try changing the DNS server settings directly on your Windows PC’s active network adapter to Cloudflare (1.1.1.1) or Google (8.8.8.8).

3. The VPN Test: As a temporary diagnostic step, try running a free VPN on your Windows PC. If the albums suddenly load and play perfectly while the VPN is active, it is 100% confirmation that your ISP or local network routing is dropping the connection to Tidal.

4. Gathering the RoonServer Logs: To get the complete picture of what is happening under the hood, we still need the logs from the server process itself.

  • Press the Windows Key + R to open the Run dialog.
  • Type or paste %localappdata%\RoonServer\Logs and press Enter.

Please zip up the contents of that folder, upload it to our portal, and let us know if the VPN test or DNS tweaks bring your music back online!

9

Thank you @vadim Files have been uploaded again. Roon was working for properly for approx 6 days. Now i have the initial issue with not being able to load Roon, Nugs etc

10

Hey @Mark_Olivetta,

Thanks for sending over those server logs! We can see persistent connection timeouts occurring between the server and the cloud infrastructure (specifically to endpoints like api.roonlabs.net and push-manager.roonlabs.net). This creates failures to authenticate or load content from streaming integrations like Tidal and Nugs. Additionally, there are recorded timeouts during device-map registration and port testing.

TP-Link high-end routers such as the Archer AX6000 come with a security suite called HomeShield (or HomeCare, powered by Avira). This features an aggressive malicious content filter that can falsely identify Cloudflare-hosted API endpoints as a threat, resulting in dropped traffic during high packet inspection.

  • Open the TP-Link Tether app or your router's web interface.
  • Navigate to the HomeShield or Security settings.
  • Temporarily disable the Malicious Content Filter, Intrusion Prevention, and Web Protection to see if connectivity stabilizes.
Additionally, If QoS is enabled on the router, it may be deprioritizing continuous API traffic or classifying high-throughput audio streams inappropriately.
  • In the router settings, try turning off QoS entirely.
  • If you prefer to leave it enabled, ensure that the Nucleus One is prioritized in the device list.

If none of the above help - a stale lease path or saturated session table in the router can cause intermittent disconnects after several days of stable operation.

  • Shut down the Nucleus One completely.
  • Power off the TP-Link AX6000 router.
  • Wait at least 30 seconds.
  • Turn the router back on and wait until it establishes a full, working internet connection.
  • Turn the Nucleus One back on.

We’ll be monitoring for your reply, thank you Mark! :folded_hands:

11

Thanks @benjamin I’ve tried all the above to no avail. Interestingly i managed to login to Nugs last night but i couldn’t load an album. Tidal would not load at all. I changed the dns on my router to 1.1.1.1 and also tried 8.8.8.8 but nothing changed. I have QOS on but have the Nucleus prioritised.

Happy to load some more logs if needed. To be able to have it work for a week and then not is very frustrating

12

HI @Mark_Olivetta,

Do you have any VPNs or additional network security active within your system?

Do you run into this issue no matter the Roon remote you use?

While the Nucleus is currently prioritized, the TP-Link QoS engine can sometimes misidentify high-bandwidth streaming packets as “bulk traffic” or introduce unintended latency during the handshake process with authentication servers.

  • Turn off QoS completely in the TP-Link Archer AX6000 settings to see if the intermittent failures cease.
  • I’d also test out disabling IPv6 in the TP-Link router settings to force all traffic through the stable IPv4 path as well, just to test.
Let’s also clear any stale cache:
  • Stop Roon Server from running in the Web UI
  • Find and open your RoonServer database
  • Navigate to RoonServer/Cache
  • Move the contents of the /Cache folder elsewhere, like your desktop
  • Try restarting Roon Server via the WebUI and verify if the issue still occurs

If none of the above helps - I’d be curious to test if you run into these issues on a separate machine running a temporary Roon Server. Could you set up a temporary server on your computer and see if you can sync your Tidal account normally?

Thank you! :+1:

13

Thanks @benjamin Could it be an ISP issue?

I am having issues with webpages being slow to load and streaming services with spinning wheel of death

14

Hi @vadim & @benjamin I have changed my ISP today and everything works perfectly. Many thanks for your brainstorming and help on this :folded_hands:

I cannot explain how happy i am to have a working ROON interface :grinning_face: