Issue with logging into Qobuz on WiiM Ultra Mobile APP and Roon (ref#GB960H)

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?

· Android

Where are you trying to login?

· I can't log into Qobuz

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

· Unable to log into Qobuz Account by "WiiiM Ultra App" but with an already an active Account

Describe the issue

Good morning, I'm trying to log into Qobuz by "WiiM Ultra Mobile APP" but your Systmem doesn't recognize me while I can be validated by the browser; I also tried downloading your App (on Android) but it doesn't even recognize thet there is already an active account with my user ().
Can you help me please? Many thanks, regards.
Roberto Barnaba

Describe your network setup

Not-Network Problem

2

Hello @robertobarnaba23

Thanks for reaching out. Looking at your account, we see you’re on a Roon trial, but there’s no active Roon Server connected yet. That’s an important piece here, since Roon Remote (the app on your phone) needs a running Roon Server somewhere on your network to actually do anything, including logging into Qobuz within Roon.

Could you please confirm: have you installed and started Roon Server on a computer, NAS, or a device like a Nucleus? If not, that’s likely the first thing to sort out, since without a server running, the Roon app on your Android phone won’t have anywhere to connect to.

Separately, on the “WiiM Ultra Mobile APP,” that’s WiiM’s own app for their hardware, entirely separate from Roon, with its own independent Qobuz login. We’re not able to troubleshoot or fix issues within WiiM’s app, if the login trouble is happening there specifically, WiiM’s own support team would be the right place for that.

Please let us know about the Roon Server question above, and whether the login issue you’re describing is happening in the Roon app itself or in WiiM’s app, so we can point you in the right direction.

3

Hello, thank you for the reply; let me try to clarify the issues:

  1. Even with the Roon server installed, after the Qobuz account authentication step, it fails to connect and remains “pending.”
  2. The WiiM Ultra app on my Android smartphone connects to the Qobuz page; I log in and find myself at Step 3.
  3. The 60-day trial period associated with my account should allow me to access the “full services”—such as listening to entire tracks (whereas they currently cut off after 30 seconds) and playing them at the highest available quality—otherwise, how can one evaluate the product and potentially decide to subscribe?
    IEssentially, I do not have full control over my account.
    I would appreciate any help you can provide to resolve this. Thank you. Best regards.
4

Hello @robertobarnaba23

Thanks for the extra detail. Looking at your account, we can see your Roon Server is already running on your PC, and your WiiM Ultra is already detected by it. Let’s walk through how everything fits together, since that seems to be where the confusion started.

Roon is made up of a few separate pieces. Roon Server is the “brain” of the system: it holds your music library, connects to streaming services like Qobuz, and does the actual work. It runs on a computer, NAS, or a dedicated device like a Nucleus, and in your case, it’s already running on your PC. Roon Remote is just the app you use on your phone, tablet, or computer to control that server, browse your music, and start playback, it doesn’t do anything on its own without a Roon Server running somewhere. You can read more about how these pieces fit together here:

Your Qobuz login and trial live inside Roon itself, tied to your Roon Server, separate from the WiiM app’s own Qobuz login. Please open the Roon app (not the WiiM app), go to Settings > Services > Qobuz, and check whether you’re logged in there. If not, please log in from that screen. More on connecting services in Roon here:

Your WiiM Ultra is showing up as a detected Roon Ready device, but it’s not enabled as an output yet. Please go to Settings > Audio in Roon, find WiiM Ultra, and enable it. Once enabled, it will appear as a selectable zone. More detail on audio setup and enabling outputs here:

Once Qobuz is logged in and WiiM Ultra is enabled, look for the speaker or zone icon at the bottom of the Roon app, select WiiM Ultra, and try playing a track from Qobuz through Roon.

Could you please try this and let us know what you see at each step, and whether tracks now play in full through the WiiM Ultra?

5

Thanks for the information and the reply. The problem seems limited to the Qobuz trial account (60 days). The Roon server is configured correctly and the Tidal account works fine—I can see everything in Roon—whereas the Qobuz account initially only allowed for the standard 30-second playback; I logged out and even changed the password, but the result is that while I can log in directly to Qobuz, Roon (under Services) states that the account is unauthorized. It all seems overly complicated to me, especially given how simple it was to set up and access Tidal compared to the inability to do so with Qobuz. I would appreciate any further guidance you could provide. Thanks again. Regards.

6

Hello @robertobarnaba23

We have an answer for you, and the good news is that nothing is wrong with your setup.

Your Roon Server is running correctly, your WiiM Ultra is detected, and your TIDAL account works. The difference between TIDAL and Qobuz here is not the setup, it is the account itself.

Qobuz free trial accounts cannot be used inside Roon. Qobuz restricts access through their API to paid subscriptions, so a trial account can stream in Qobuz’s own app and website but not through third-party services like Roon. That is what you are seeing: thirty-second previews instead of full tracks, and Roon reporting the account as unauthorized under Settings, then Services, even though the same login works fine on

. Logging out, logging back in, and changing your password will not affect it, because the restriction is on the account type rather than on the credentials.

Your TIDAL account works in Roon because it is a paid subscription. Had you started with a TIDAL trial instead, you would have run into the same thing.

So to use Qobuz in Roon, the Qobuz account needs to be upgraded to a paid plan. Once that is done it will work immediately, with no changes needed on the Roon side. You will not have to reconfigure anything, and your WiiM Ultra will play Qobuz through Roon in full quality straight away.

We are sorry this was not clearer from the start, and that it took several exchanges to get to it. It is not something our documentation currently spells out, and we are raising that internally.

Separately, your Roon trial is unaffected by any of this and continues to run, so you can keep evaluating Roon with TIDAL and your local music in the meantime.