Issue with Tidal Integration in Roon after Internet Provider Switch (ref#PKM44V)

[Michael_Kulig]

What’s happening?

· Something else

How can we help?

· I'm having trouble adding music to my library

Describe the issue

Hello, unfortunately I am currently experiencing strange problems with the integration of Tidal in Roon.

I am using Roon Rock on a NUC with an Allo Digi One as endpoint.

Backstory: I switched to a new internet provider on May 13th. I now use cable internet (not fiber) and got a new router (Arris TG3442S).

Everything went smoothly at first. Then, on 24 May, I noticed that the Tidal albums that I had added via the Tidal app were no longer being synchronized in the Roon database. When investigating in Settings- Services- Tidal, Last Library sync was set to May 20. I then clicked on "Sync Now". Since then, the status says “Syncing library now”. However, there is no real synchronization.

It's the same the other way around. When I add Tidal albums via the Roon app, they are not synchronized with the Tidal app.

However, playing Tidal albums works without any problems.

I have restarted ROCK several times, reinstalled Roon and logged in and out of Tidal several times.

I'm not quite sure of the timeline, but I think I configured the router to use Roon ARC the days (at the 15th May) before the problem first occurred. Could this be the cause of the problem?

Describe your network setup

Router: Arris TG3442S
Switch: D-Link DGS 1008D

[Mike_O_Neill]

Have you tried restarting the network components. One steady then restart the NUC

May help

[Michael_Kulig]

Hello Mike,

I have carried out the separate restart of all network components several times. Unfortunately, this was not successful.

Roon remains in sync mode without any results

[noris]

Hello @Michael_Kulig ,

Thanks for reaching out. Can you create a Backup of your Roon database and try to clear your TIDAL cache? I have provided instructions below on how to achieve this:

• 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

[Michael_Kulig]

Dear @noris,

Thank you very much for your help. Unfortunately, deleting the cache did not solve the problem.

After restarting and reading the database, Roon remained in “Syncing Library now” mode again.

I also reset the router today. Unfortunately, this was also unsuccessful.

Quick info on the timeline: On May 13 I changed my internet provider (everything went great), on May 15 I set up my router for Roon Arc (everything went great), on May 17 Roon synchronized with Tidal for the last time. Since then there has been no more synchronization.

Even before I reset the cache, I restarted all the devices in the chain several times. After one of these restarts, the Tidal albums that I had previously favorited via Roon (which were not synchronized with the Tidal app) disappeared. The albums that I favorited via the Tidal app are not synchronized and do not appear in Roon.

Other observations:
-Sometimes it takes up to a minute for the corresponding Tidal album to actually play after pressing play on Roon. Most of the time it usually works in a fraction of a second.
-Sometimes the Roon search takes an unusually long time and returns the error message in the screen shot (“Cannot connect to Roon search”)

-Relatively often the additional information about the album is not loaded in Roon, as well as the information when, for example, the album was added to the library (regardless of whether it is Tidal albums or albums on my server)

Please send me more ideas to solve the problem.

[daniel]

We have seen users have a better experience in the past if they change their Router’s DNS servers from the ISP provided ones to Cloudflare DNS, Quad9 or Google DNS. Can you please give this a try and let me know if it helps?

[Michael_Kulig]

Dear @Daniel,

I have tried both Cloudflare DNS and Google DNS settings.

While I was changing the settings, the Roon server was switched off. When the router settings were finished, I deleted the Roon Server cache.

Unfortunately, the error persisted. There is no Tidal ↔ Roon synchronization.

Below you will find the settings of my router:

[Michael_Kulig]

Hey guys,

I am having this problem already since 24th of may and reported it at (ref#PKM44V) .

Unfortunately, I haven’t received any helping answer.

[benjamin]

Hi @Michael_Kulig,

Thanks for sharing your report. Our team is still investigating the issue and should have more information to share soon.

[Michael_Kulig]

Hi there,

Unfortunately the problem is still not solved.

I have even changed my router to a FritzBox 6660.

There has been no sync with Tidal for a month now. Today I cleared the Roon cache and restarted Roon. The sync only worked for a few moments. Out of about 40 new Tidal favourites, 5 were synced with Roon. Roon remained in “Syncing Library now” mode again.

I’m starting to find the current situation less and less amusing, especially as there’s been no response or feedback from you.

[daniel]

Sorry that you are still having trouble here. We have put in a ticket with the dev team. We will investigate and let you know when we know more.