What’s happening?
· Something else
How can we help?
· None of the above
Other options
· Other
Describe the issue
Qobuz albums vanished during flaky internet connection
Describe your network setup
FRITZ!Box router and WiFi repeaters, Netgear switches
To add some more information: Since three weeks ago, my internet connection has been very bad. The situation is still ongoing, the ISP hasn’t even acknowledged yet that there is a problem at all. 
Many connection attempts fail. Once a connection has been established, it is stable and fast. When listening to Qobuz, it often happens that Roon says that the track is not available at Qobuz, sometimes so often in a row that Roon completely stops playing, then again streaming works without problems for hours.
IPv4 shows much more problems than IPv6, but IPv6 isn’t problem free at all, too.
The home network has no problems at all, no issues connecting from the remotes to the Roon server, or to HQPlayer and the NAA endpoint.
During those three weeks, at some point all Qobuz albums vanished from my library. I thought, ok, no problem, it probably just couldn’t sync, the albums will be back. But they didn’t reappear.
Even syncing manually when it currently works doesn’t help.
All favourites in Qobuz are still there as they should be, so I hoped triggering a sync manually would bring them back, but it doesn’t. I’m missing over 400 albums and especially the thousands of tracks I manually tagged in Roon. I sincerely hope there’s a way to get all the albums and especially the tags back?
EDIT: Just to add that: While I can more or less successfully play Qobuz music from the Qobuz page, this and the Roon start page are the only possibilities to access it. The albums have vanished, and I can’t search in Roon as Roon always says it can’t connect to Roon search. The ARC check works, though, but ARC says I should update my Roon server. 
Hi @zottel,
Diagnostics indicate that your Qobuz account isn’t currently synced with this database. Let’s perform some due diligence to make sure you’ve fully logged out of Qobuz on the backend.
Visit the Qobuz account page directly and verify that your credentials work there. From there, fully log out of your Qobuz account in the browser.
Next, restart RoonServer as a background process on your server machine. When you reopen it, make sure to take any pending updates.
Navigate to Settings → Services and fully log out of Qobuz if you see that you’re logged in. If you’re not logged in, then attempt to login to Qobuz from that page in Roon.
We’ll investigate diagnostics from this event once you respond here to see if we can pinpoint the failure
Please also clarify where your RoonServer machine is connected in the network topology you’ve described above. Is this machine behind a WiFi repeater, relying on WiFi in the chain at some point to reach the upstream router?
What about the switches - are these managed switches, and where do they sit relative to the router and your RoonServer machine?
A post was split to a new topic: Qobuz albums going missing from my Roon favourites
Hi @connor,
thanks for the quick reply!
I did all the steps you advised.
There was no Roon update shown. I’m running v2.0 build 1462. Qobuz login in the browser worked, logged out again there. I logged out of Qobuz in Roon and logged back in. At the first attempt, it showed a connection error, but at the second attempt it worked.
It showed a spinner next to the edit button for maybe 10s. After that, I looked into my albums, but the Qobuz albums have not reappeared.
The Roon remotes have sometimes shown an alert that Roon was unable to log in to Qobuz over the past weeks. Retrying sometimes helped, sometimes it didn’t work even after a handful of retries and I just stayed logged out and listened to local files.
Some more information that may or may not be useful:
The computer I’m running Roon on is running Arch Linux. I installed Roon using the AUR package, but then didn’t update using the OS package but let Roon update itself. This computer also runs my HQPlayer Embedded installation.
It is connected to the internet router via Ethernet cable with two unmanaged switches in between, one up in the room where the computer is and one next to the router. The NAS with my local library on it is in the same room as the Roon server behind that first switch.
The NAA is currently an iFi Zen Stream in the living room and will soon be replaced by a Holo Red. It doesn’t matter if it’s connected via Ethernet (going over both switches) or via WiFi, there are no connection issues whatsoever.
Investigating the general network problem, I completely replaced all Ethernet cables with new CAT6 cables, except the ones that run in the walls, which should be CAT7 IIRC. I also tried connecting the computer to the router without the switches in between, and connected my Linux laptop directly to the router with only the one Ethernet cable between them. I didn’t test Roon specifically with that setup, but other network issues persisted.
An interesting fact is that hardware running iOS or macOS is much less affected by the network issues than hardware running Linux. For example, I’ve been unable to successfully show my emails in the web GUI of my email server since the problem started in Firefox on the Roon computer or a Linux laptop, but on Firefox on a MacBook connected to the same switch as the Roon computer, it works fine with intermittent failures. Also, my Pocketbook ebook reader is unable to sync most of the time, while the Pocketbook app on an iPhone works most of the times.
My guess is that the default settings of the Linux TCP/IP stack are optimised for a server scenario, to be fast in a situation with extreme amounts of network traffic, but reliable network, while the Apple TCP/IP stack is optimised to work well in bad network conditions like mobile network? I had a look into the Linux kernel TCP/IP settings, but while I’m an IT professional, I’m not a network guy. Those hundreds of settings quickly overwhelmed me, and I didn’t know what to tweak. If anybody has knowledge in this area, maybe they could help me at least get a similar performance under Linux to the Apple OSes? I’d be very grateful. I guess this would make Roon search work again at least sometimes, too.
I should also add that some, though not all neighbours have similar problems. It seems as if a Switch/Router/Repeater of the ISP was faulty that the affected neighbours are connected to. When I connect my Linux laptop to the WiFi network of a neighbour who is not affected, there are no problems.
But as the ISP hasn’t acknowledged any problems at all yet, it might be that I will have to live with this problem for a few weeks to come.
Just to add that, as I said I’m an IT professional and have no problem working with the terminal and moving around or editing local Roon files if that helps to bring back my Qobuz albums and tags, or even just to narrow down the problem.
Hey @zottel,
Thanks for the additional information!
It looks like our servers are having a difficult time connecting to your Roon Server, if possible, could you please reproduce the issue, share the specific date and time, as well as the name of track or album that is suffering from your issue, and then please use the directions found here and send over a set of logs to our File Uploader?
We’ll be on standby for your reply, thank you! 
Hi @benjamin ,
what do you mean by “reproduce the issue”? The albums are missing, they haven’t reappeared, how should I reproduce anything?
Best regards, zottel
I now restored a Roon backup from Sep 24th, and my Qobuz albums and track tags are back.
Ok, they already disappeared again. 
Actually, yesterday after I had restored the backup, the albums had disappeared once already, but after I retried Qobuz login a few times (a red box had appeared that informed me that Qobuz login had failed), they showed up again.
Will upload logs now, as I actually managed to reproduce the issue. I also changed backup configuration to keep more backups so the last one with Qobuz albums in it won’t be deleted.
I realise the main reason for this is probably my currently very bad internet connection, but I would still expect Roon to be more fault tolerant. Retry more often before calling it a lost cause.
This also applies to Qobuz playback: It seems as if Roon was trying to download the next track twice: Once shortly after the current track started playing, and then again when the next track should be played. Both attempts fail in my current situation for about a quarter of the tracks I want to play. If Roon tried like every 30s to download the next track while the current one is playing, I could still have a smooth listening experience like the Qobuz app is still able to provide.
I uploaded the logs as zottel_logs.zip.
I also had a quick look myself and found that in RoonServer_log.02.txt at 10/18 21:35:05, after a failed call to the Qobuz syncTracks endpoint, it logs “sync completed” with 0 favourite tracks etc., “Syncing 5405 deletes”. And then goes on to delete 5405 tracks from my library.
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Hi @zottel ,
Thanks for sending those logs over, we’re going to run the logs by our team for further feedback. Thanks in advance for your patience while we look into this!
Just to let you know:
It seems my Internet connection was fixed last night. At 1:25 local time, the connection was cut, then reestablished at 1:30. Since then, Internet connections work fine again.
Around 2:40, Roon could successfully sync with Qobuz again, probably for the first time since Sep 20th. My library was repopulated, and everything is back, including the tags.
This solves my problem, of course, but I still think that the tracks shouldn’t have been deleted in the first place.
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