Intermittent Tidal connection issues and missing playlists (ref#X51W6K)

Support
1

What is the operating system of your Roon Server host machine?

· Windows

What kind of device are you using to perform the login?

· Windows

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

· now it is connected but playlists missing

Describe the issue

i am able to log in to tidal, after several attempts, but keep getting disconnected. Also when connected dont see all my playlists.

Describe your network setup

isp Vivo , using tp link omada router

2

Hi @renato,

Thanks for posting. Automatic logs have reached our servers and we’ve been able to pinpoint the errors you describe.

These upstream failures aren’t limited to Tidal. Roon also can’t reliably reach upstream metadata and cloud account servers and RoonServer is logging network timeouts with nearly every request. Tidal login failure is a symptom of that, which is also why browsing comes up empty and playback drops.

Please work through the following in order.

  1. On the same computer that runs Roon Server, open a web browser and load the Roon account page. Report back whether it works. Try the same with the Tidal web player.
  2. Confirm whether you are running a VPN on this computer. Do you have a PiHole or any other network-wide security installed?
  3. If you do have a VPN, turn it off completely and restart Roon Server, then check whether Tidal logs in.
  4. If you have security software, it may be blocking Roon specifically. Most of these programs have a list of allowed applications. Adding RoonServer and RAATServer to the safelist usually resolves this.

Let us know if this helps. We will watch for your response and proceed from there. If you require additional time on your Roon trial to make up for lost troubleshooting time, we will, of course, offer an extension.

Thank you!

3

i solved it by routing the roon computer to a wan that is in bridge mode. I had load balance with some providers in double nat…
tks