Intermittent Tidal Playback Issue on Nucleus (ref#26PRBN) [Ticket - in]

Support
1

What best describes your playback issue?

· Music doesn't start when I press "Play"

What type of Zone is affected by this problem?

· *All of my Zones* are affected.

Does the issue affect all file formats?

· The issue affects *multiple/all* file formats.

Does the issue happen with local library music, streaming service music, or both?

· *Only streaming* music is affected.

Please select the streaming service(s) with which you're encountering playback problems.

· TIDAL

Have you tried logging out and back in again to your streaming service in Roon Settings?

· Logging out and back in had no impact, the issue remains

Do you have an approximate timestamp of when the issue last occurred?

· 7:30 a.m. Thursday March 12

What are the make and model of the affected audio device(s) and the connection type?

· Lumin U2 mini hard wired into switch

Describe the issue

Tidal music will not play, shows track but doesn't start. If the Nucleus is unplugged it will start to work again but after a few hours it stops again.

Describe your network setup

Nucleus into Netgear switch, into Spectrum cable modem.

2

@Jeffrey_Berman,

Thanks for sharing your report here.

We want to let you know that we are aware of a playback issue specifically affecting the Lumin U2, and we have already opened a ticket with our development team to resolve it.

In the meantime, could you please confirm a few details to help us isolate the scope of the problem?

  1. Is Tidal the only service affected on your Lumin U2?
  2. Does Tidal play correctly to your other endpoints?
  3. Do local tracks play normally on the Lumin U2?
Looking forward to your reply.

Thanks.

3

I think I know that answers, but Gary (copied) should add as necessary

1, Tidal is the only service I use

2. Yes, I can play Tidal through my computer

3. Yes, they play properly

Alex—what happens now? The Lumin generally runs fine, so no issue here. If the problem is with the Nucleus, if you can’t fix it, do I just send mine back for a refund, something I don’t want to do because otherwise I like it.

Gary?

4

Alex–

spoke with Gary.

  1. Yes.
  2. No, but not able to test because was not frozen when i tried. May be a different answer when the rest are frozen
  3. No local tracks.
5

Hey @Jeffrey_Berman,

We have a ticket in progress with development to take a deeper look into what might be going on. We’ll share updates as they’re presented to us. Thank you for your ongoing patience in the meantime!

6

thanks. Does this mean you are working with Roon Development, or Lumin development? Am I the first one to have this issue? There must a bunch of Roon Nucelus owners who have a Lumin.

7

Hello @Jeffrey_Berman

The current issue affects Roon, and the research and development team is actively working on a solution.

You can track the following thread

https://community.roonlabs.com/t/raat-playback-failing-to-initialize-after-update-to-2-58-raatserver-restart-potential-workaround-roon-investigating/314795/65

8

Thanks. At least it is not my Lumin. I can’t tell, how long has this problem been going on? Got an ETA for a fix?

9

Hello @Jeffrey_Berman

Our team is looking into this. I don’t have any specific timelines I can provide just yet, but we’ll be sure to update everyone when we have more information. Thanks!

10

there were one or two software updates this morning. Either have anything to do with this problem?

11

Hello @Jeffrey_Berman,

The fix for this particualr issue is not delivered in the current update.

12

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