Hello @Eli_Marth
What Benjamin was pointing you to is that dealers have their own dedicated support channel, at dealersupport@roonlabs.com, separate from the community forum. That is where this can go.
The account email is best sent by email rather than posted publicly here, which is why the one in your last post was edited out.
In the meantime we have gone through your server logs, and we can tell you what is happening.
The sync itself is working. Every couple of hours your server successfully reads your full Qobuz library and correctly sees 310 favorite albums, over four thousand favorite tracks, and all five playlists. Nothing is failing at the point of talking to Qobuz.
The problem is the step after that. Each sync runs as an incremental update and reports zero items discovered, meaning Roon believes your library already contains everything and therefore imports nothing. That is why only the twelve albums that were already there appear under Library, while everything else is only reachable through the Qobuz tab, which reads from the service directly. It also explains why Sync Library Now did not help, since that button runs the same incremental pass and reaches the same conclusion. Your Tidal playlists are being skipped for the same reason.
Forcing a full re-import is not something exposed in the interface, which is why the diagnostic access matters here.
There is one thing worth trying while diagnostic access is being arranged, and it is useful either way.
Please add a couple of new albums to your favorites, one in Qobuz and one in Tidal, using the Qobuz and Tidal tabs inside Roon or the services’ own apps. Adding a favorite changes the timestamp on the service side, which should make the next sync see a genuine modification rather than concluding that nothing has changed. In some cases that is enough to shake the whole library into importing properly.
Please note the album names and roughly what time you added them. Then give it a couple of hours, or use Sync Library Now, and tell us what happened:
If the new albums appear under Library and the rest of your collection comes with them, the sync has unstuck itself and we can look at why it got into that state.
If the new albums appear under Library but the other 310 do not, then new items import correctly and only the existing backlog is stuck, which narrows the problem considerably.
If even the new albums fail to appear under Library, that gives us a clean, reproducible case with a known timestamp, which is the most useful outcome of the three for our engineering team.
One thing we would ask you to avoid in the meantime: please do not delete the database or do a fresh install to try to clear this. You mentioned you have no backups for this server, so that would cost you everything currently in the library rather than fixing it.
On that note, and separately from this issue, we would strongly recommend setting up scheduled backups on this machine now. Settings, then Backups, then Add Backup, pointing at a network folder or a USB drive attached to the Titan. For a showroom server that gets rebuilt and upgraded periodically, it is worth having.
