Music playback failing on Roon Nucleus Plus (ref#N92E08)

Support
1

Hi! What’s not quite right with Roon?

· Roon is slow, freezing or won’t start

Roon is slow, freezing or won’t start

· Roon won’t start up at all

Tell us what's going on

· Can’t get music to play using Roon nucleus plus

Tell us about your home network

· Home network is working because tidal and YouTube works

2

Hi @theo_rai,

Thank you for your post.

You’ve mentioned that you’re having trouble with Roon startup, but your description specifically mentions issues with playback. Are you able to launch Roon, or are you only having problems when you try to play music?

Logs from the Nucleus+ show a corrupt media error when Roon receives track data from the Tidal API. This occurred several dozen times in the last few days. Here’s an example:

05/26 13:25:53 [Local 05/26 15:25:53] Warn: [zoneplayer] Corrupt Media Detected
05/26 13:25:53 [Local 05/26 15:25:53] Info: [Theo] [zoneplayer] Open Result (Playing):Result[Status=CorruptMedia]
05/26 13:25:53 [Local 05/26 15:25:53] Warn: [zoneplayer] couldn't play URL https://amz-pr-fa.audio.tidal.com/b17d883d662e29abe6a29e008f73407c_12.mp3?token=1779805552~MDgyNjdjYWU4MTM3ZjRiMWNlODJmZTY3YjQyNzNhMTcwODNmMDAzZg==: corrupt media
05/26 13:25:53 [Local 05/26 15:25:53] Warn: [zone Theo] Track Stopped Due to Bad Media
05/26 13:25:53 [Local 05/26 15:25:53] Info: [zone Theo] OnPlayFeedback StoppedEndOfMediaUnnatural

The Tidal native app and web player take a different web pathway than the Amazon content delivery network you see in logs above. That’s the network pathway Tidal uses for their API in your geographic region, and it’s failing to deliver data reliably in this case. This is a content delivery problem masquerading as corrupt data, and it’s probably upstream of your network.

A few things you can try:

  1. Does changing the max streaming quality in Roon Settings → Services for Tidal affect this at all?

  2. Are you using a VPN? If so, try disabling it or changing the geographic region. Does this have any effect?

  3. Can you share a screenshot of your Signal Path in Roon when this problem occurs?

We’ll watch for your response. Thank you!

3

Hi @theo_rai,

We need a little more detail to narrow this down. Are you able to launch Roon, and if so, at what exact point does it fail when you try to play music?

As an initial troubleshooting step, we also recommend resetting the network settings on your Nucleus Plus.

To do this, please connect a monitor and a keyboard directly to the device, type resetnetwork, and press Enter.

If the issue is still reproducible after that, could you please share an exact local timestamp of the next occurrence?

Thanks!

4

Hi @theo_rai,

Wanted to follow up on this. Were you able to tell us whether Roon is actually failing to launch, or if the issue only shows up when you try to play music? Also, have you had a chance to try changing the Tidal streaming quality, verifying your network meets Networking Best Practices, checking whether a VPN is involved, and sharing a Signal Path screenshot when the problem happens? Let us know what you’re seeing, thanks.