Qobuz Account Sync Issue with Roon after Country Change (ref#2JD8YU)

Support
1

Hi! What’s not quite right with Roon?

· None of the above quite fits

None of the above quite fits

· None of these quite match

Tell us what's going on

· I have a Qobuz account registered in Germany, which used to sync perfectly with my Roon account. Recently, I moved to Poland and created a new Qobuz account (using a different, new email address) registered in Poland. At the same time, I cancelled my German Qobuz account.
Every time I try to log into my new Polish Qobuz account through Roon, my music albums and playlists initially sync correctly. However, after a few minutes, all albums and tracks from the playlists completely disappear from Roon.
To troubleshoot this issue, I completely uninstalled the Roon software from both my computer and my phone, and then reinstalled it from scratch. Unfortunately, this did not help. I own a Roon Lifetime License, which has now become useless to me. How can I resolve this problem?

Tell us about your home network

· I am using a Huawei B535-232 router. I do not use any extenders or switches, and I do not have a VPN enabled on the computer running Roon Core. The Roon Core computer is connected to the router via Wi-Fi.

2

Hi @Krzysztof_Fiegler,

Thank you for your post.

Diagnostics show Roon importing and deleting the Qobuz library cyclically. It’s likely that Roon is attempting to match the new Qobuz account ID to the older one, which remains cached.

First, sign out of Qobuz completely in Settings → Services in Roon. Restart RoonServer to clear the streaming cache. Sign back into Qobuz and see if the library sync completes and then retains successfully.

We’ve gathered logs and will take a closer look with engineering in the meantime. We’ll watch for your response and proceed from there.

Thank you.

3

Hi,

It looks like the synchronization is working properly after taking these steps. Thank you very much for your help!

4

Thanks @Krzysztof_Fiegler. We’ll close this thread, but reach outif anything else comes up.

Engineering has a ticket in the pipeline that will prevent this condition from occurring with Qobuz country code changes for other users in the future. Your report helped improve Roon.