Last Wednesday I raised my first support request. I had the issue that others suffered where lots of Qobuz albums suddenly appeared in my library. I was told that it was a Qobuz issue and that a fix had been deployed and I needed to wait 72hrs. Fair enough I thought.
24 hours later my support request was automatically closed! I’d tried signing out of Qobuz and restarting the roon service, and finally restarting the NUC several times. Signing back into Qobuz always made all the albums return, I was still waiting for the 72hrs to ellapse.
I contacted Qobuz and basically they don’t want to know because the albums do not appear in their apps.
The sync library now button in Settings / Services / Qobuz / Edit does nothing.
In desperation yesterday with over 1000 unwanted albums in my library I signed out of Qobuz, then went to Settings / Library / Library Maintenance/ Clean up Library and deleted over 32,000 files that ‘no longer had a storage location’. I rebooted everything and signed back into Qobuz, and clicked resync now, still seems to do nothing. After that there were no Qobuz albums at all in my library.
Today I have added a new album using Qobuz web player and the album appear in roon straight away, but the none of the other albums in my Qobuz library appear.
There is clearly an issue with the roon software here. It’s impossible to force a full refresh from Qobuz. The software is probably caching a last sync date which is probably why it would not refresh in the first place.
So today I have restored my roon server to last Monday. Everything is back to normal.
I’m not impressed with Roon support at all! Yes it may have been caused by Qobuz but Roon’s software was clearly incapable of recovering from the issue. Support just closed my request for help without confirming that as a Roon customer I was now able to use Qobuz correctly.
Well at least I know the restore from backup works, I guess I’ll be needing that again!
I’m a volunteer moderator on here, I’ve moved your post over to the Feedback section where Roon management will see it (it’s they that determine procedure and policy).
I took a look at the topic that had been closed … can see it was automatically by the closed by the discourse forum software after a period of inactivity after it was marked as solved (known issue).
From what I understand this was triggered by an unexpected Qobuz change, this did “mess” with the local Roon database. For the vast majority of the affected people waiting 72 hours for the fix to operate did resolve the issue.
For those still with issues … Roon’s support did pin this topic (see below) so it was prominent in the forum). I can see you also post in that topic.
Roon’s support team are monitoring that topic to offer help for those that are still having difficulties.
See …
I’m glad post Qobuz fix, the DB restore worked for you As a mod. we can’t overemphasise the importance of have a good backup strategy in place.
Thanks but I’ve not been made aware of that pinned post. I’ve been forwarded to other user’s posts that are having related issues, but I have not been notified of this pinned post. I’m never going to see it unless I’m notified. Everyone affected by this should have received an email notification, of this post and subscribed to any updates for it.
Yes backups are important and I wish Roon’s software showed a prominent message when the scheduled backup fails. I recently found by accident that the backups had been failing for a week due to lack of storage space. I’d been using the software daily but the message was hidden away in the backup settings. When there is a software update you show a prominent message that is unmissable, but nothing easy to find for backups failing.
At the bottom of every forum page, you have the option to watch for replies.
Roon should display a warning triangle on the top right-hand side of the screen when the backup fails. However, I can’t confirm this since I’ve not experienced a backup failure for a long time.
As a mod. we can’t overemphasise the importance of have a good backup strategy in place.
