Login and Connection Issues with Tidal, Qobuz, KKBox and Roon ARC (ref#NHO6W5)

Support
1

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

· Roon Optimized Core Kit (ROCK)

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

· Windows

Where are you trying to login?

· I can't log into TIDAL or KKBox

Have you been redirected to the Tidal/KKBOX 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 am able to switch to the diffrent device

Are you still facing the issue on the different device

· No, the issue remains the same

Record the timestamp

· Today (26 Nov) about 9am till now (GMT+0)

Describe the issue

Cannot login to Tidal, Qobuz and KKBox successfully. Also Roon ARC cannot connect to my server.

Describe your network setup

EE smart hub

2

Hi @Edward_Lau,

Thanks for writing in, and sorry to hear about your issues!

From your admin, we’re seeing a few different machines running Roon Server, do you experience this issue no matter the machine running Roon Server?

Are you able to access your streaming accounts from their apps directly?

If you could please bring your server back online and attempt login, and share a more specific date and time - we’ll enable diagnostics and take a closer look.

Have you tested using different web browsers?

Thank you!

3

Hello,

  1. All machines (Windows. Android phones, tablets) cannot access the streaming services.

  2. I can use the streaming services via their own apps directly.

  3. The Roon server is currently online and trying to login the steaming services

Regards

4

Also, Roon ARC app cannot connect to the server. It occurs when the streaming services are disconnected.

5

Hi @Edward_Lau,

We see two Roon Servers seemingly online and functioning at the same time, which won’t work with a single Roon license.

With that, we’re still unable to request a proper diagnostic, can you please use the directions found here and send over a set of logs to our File Uploader? Once logs have been uploaded, please let us know so that we can check the server for your files, thanks!

6

Hello,

Log files have been uploaded.

Regards,

7

Hello @Edward_Lau,

Thank you for uploading the logs — they are very helpful.

Based on the entries, your Roon Server is repeatedly failing to reach multiple external services:

11/26 15:38:23 [Local 11/26 15:38:23] Warn: [easyhttp] [6] GET https://www.qobuz.com/api.json/0.2/user/login?request_sig=456c0e928080e69a5f4e339483e945d5&request_ts=1764171503 check network configuration: socketerr (NetworkUnreachable): Network is unreachable (23.1.228.160:443)


11/26 16:10:25 [Local 11/26 16:10:25] Trace: [kkbox] transition loginstatus from NoAccountConfigured to AttemptingLogin
11/26 16:10:25 [Local 11/26 16:10:25] Warn: [metadata_context.cs][kkbox] SetCollection 1, collection: <<null>>
11/26 16:10:25 [Local 11/26 16:10:25] Info: update kkbox location  => False
11/26 16:10:25 [Local 11/26 16:10:25] Info: [broker/locations] add storage location 
11/26 16:10:25 [Local 11/26 16:10:25] Info: [broker/locations] adding storage location: KKBox:Name=KKBox:Id=f8ba66a1-ca5b-4e11-b861-a8f903266a9d
11/26 16:10:25 [Local 11/26 16:10:25] Info: [broker/locations] updating location KKBox:Name=KKBox:Id=f8ba66a1-ca5b-4e11-b861-a8f903266a9d
11/26 16:10:25 [Local 11/26 16:10:25] Trace: Polling for KKBox OAuth...
11/26 16:10:38 [Local 11/26 16:10:38] Info: [stats] 8412mb Virtual, 1162mb Physical, 427mb Managed, 735mb estimated Unmanaged, 410 Handles, 70 Threads, 0.26% of runtime in GC pauses, 7ms last GC pause duration
11/26 16:10:38 [Local 11/26 16:10:38] Debug: [easyhttp] [198] GET to https://api.roonlabs.net/messaging/1/api/messages/49d88e46-39d9-4719-b9da-516155cb87c8 timed out after 30001 ms
11/26 16:10:53 [Local 11/26 16:10:53] Info: [stats] 8412mb Virtual, 1162mb Physical, 422mb Managed, 740mb estimated Unmanaged, 410 Handles, 70 Threads, 0.26% of runtime in GC pauses, 2ms last GC pause duration
11/26 16:10:55 [Local 11/26 16:10:55] Debug: [easyhttp] [235] GET to https://api.roonlabs.net/oauthcb/3/kkbox/check?tid=4afa4965-2453-4d7d-a2de-f92e5799286d timed out after 30001 ms
11/26 16:10:55 [Local 11/26 16:10:55] Trace: Polling for KKBox OAuth...
11/26 16:11:03 [Local 11/26 16:11:03] Debug: [easyhttp] [197] POST to https://api.roonlabs.net/discovery/1/query timed out after 60000 ms
11/26 16:11:03 [Local 11/26 16:11:03] Warn: [inetdiscovery] failed to query for services 'com.roonlabs.raatserver.tcp' in domains 'addr:__ADDR__': Result[Status=NetworkTimeout]
11/26 16:11:03 [Local 11/26 16:11:03] Trace: [inetdiscovery] using cache for services 'com.roonlabs.raatserver.tcp' in domains 'addr:__ADDR__'

All failures point to the same root cause:
your ROCK is unable to reliably reach the internet, despite your other devices being online.

This type of “Network Unreachable” message typically indicates one of the following:

  • A temporary connectivity issue with the EE Smart Hub
  • DNS malfunction or partial DNS filtering
  • A second Roon Server conflicting on the network
  • The ROCK not receiving a proper IP route/gateway
  • IPv6 mis-routing on EE firmware

Before we proceed deeper, could you please perform the following steps in order?

1. Fully reboot your network

Please power-cycle:

  1. EE Smart Hub
  2. Any additional switches/extenders (if applicable)
  3. ROCK
  4. The device you are using for login (Windows PC)

Allow each device 2–3 minutes to fully come online.

2. Confirm ROCK has a valid network configuration

On your ROCK Web UI, please check the following:

  • IP address
  • Subnet mask
  • Gateway (very important)
  • DNS (should be something like 1.1.1.1 or 8.8.8.8)

If DNS is set to your router, try temporarily changing it to:

1.1.1.1
OR
8.8.8.8

and reboot ROCK again.

8

Hello,

After rebooting the EE Smart Hub, the connections seem resume normal.

Thank you very much for your help.

Regards,

Edward

9

Good day @Edward_Lau !

You’re welcome.

Have a nice day!

Regards.

10

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