Qobuz albums not showing after latest update (ref#SME7EY) [Roon Ticket In]

Support
1

Hi! What’s not quite right with Roon?

· Music won’t play or issues with my library

Music won’t play or issues with my library

· Streaming tracks greyed out or unavailable

Tell us what's going on

· So I did the latest update yesterday. Last night all was well. This morning, all Qobuz albums fail to show up , except for around 15. I deleted app on server , reinstalled, and still Qobuz albums do not show up. Please help

Tell us about your home network

· Verizon router, no extenders, no vpn

2

Since those albums in your screenshot appear to be local, please go to Settings → Services → Qobuz → Edit, and log out. Then, log in again. Does this resolve the issue?

3

Ok I’ll try

4

Doesn’t work, these are only Qobuz albums that sync

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image2732×2048 812 KB

5

how many albums do you have? Your first screenshot shows 15 artists, not albums. You second screenshot misses vital information at the top of the screen, i.e., how many albums of which the first screenshot shows 50.

Greyed out tracks is often a sign that Qobuz has replaced one version of the album with an alternative

6

have approc 3000 albums, 150k tracks

7

Okay, please wait for Roon Technical Support to respond.

8

Thanks, tech support can you help please

9

Hey @cdmvinyl,

Thanks for writing in and for sharing your report! Sorry to hear you’re without your Qobuz library.

We were able to review a fresh set of Roon Server logs, which tell a clear story and it points away from the local troubleshooting done so far. What’s actually happening:

This isn’t a display glitch, Roon deleted the albums from the library because Qobuz’s servers told it to:

07/09 17:03:42 [storage/streaming] [Qobuz] Syncing 150324 deletes
 (existing files=150815, files count incoming=491)

During the Qobuz library sync, Qobuz’s favorites API returned only 491 tracks (~15 albums) instead of the full ~150,815. Roon’s change-detection did exactly what it’s designed to do, it mirrored the account and removed the 150,324 tracks that were “no longer” in the favorites list. 491 tracks ≈ the ~15 albums cdmvinyl still sees. That’s the match.

Every Qobuz API call returned 200/304, no auth errors, no 401/403, no timeouts. The getUserFavorites/albums calls succeeded but simply came back nearly empty (offset=0 count=30, then offset=30 count=500, both 200 with only ~15 albums of content).

Here are the most useful things to check and report back:

  1. Verify favorites directly in the Qobuz app/web (not in Roon). Do all ~3000 albums still show as favorites in Qobuz itself? This is the single most important check, it tells us whether the favorites were actually lost on Qobuz's side or whether Qobuz's API is just serving a truncated list.
  2. Check Qobuz subscription/account status, an expired/downgraded/region-changed subscription can make the favorites endpoint return partial data while still authenticating (200 OK). Confirm the plan is active and the account region matches (c=qobuz-us in the logs).
  3. Don’t keep reinstalling or re-syncing. Each sync re-confirms the deletion. If the user has a Roon backup from before this started, that restores the library metadata, but it will get wiped again on the next sync unless the Qobuz-side list is whole first. So: fix Qobuz first, restore/re-sync second.
  4. Escalate the account to Qobuz if the favorites look complete in Qobuz's own app but Roon still receives only 491, that means Qobuz's favorite/getUserFavorites API is returning incomplete results for userId=1212916, which only Qobuz can fix on their backend.
If you haven’t yet, safely stopping Roon Server and powering down your server machine followed by a reboot would be helpful as well. 👍
10

Still not working after trying all suggestions

11

More are syncing right now, let’s see if they all do

13

Hi! What’s not quite right with Roon?

· Music won’t play or issues with my library

Music won’t play or issues with my library

· Streaming tracks greyed out or unavailable

Tell us what's going on

· Hello,
My Roon library suddenly shows only 199 Qobuz favorite albums, while my Qobuz account has more than 1600 favorite albums.
Nothing on my system was changed. The same Qobuz account works correctly in the Lumin U2 app. I tried Sync Lybrary and logging out/in to Qobuz, but the problem remains.
My friend with Roon does not have this problem.

Could you please help?
Thank you

Tell us about your home network

· Fiber internet. Main router: mts wi- fi 6 router. One Tp- link access point/ extender. Roon server runs on Intel NUC (RoonOs). Lumin U2 is connected by Ethernet. No VPN. Network is stable and nothing was changed before the problem appeared.

14

Hi @dragandzez,

Please take the following steps and let us know if it has any effect:

  1. Reboot Roon Server

  2. Once it reopens, wait about 60 seconds, and then navigate to Settings → Services → Qobuz and force a manual account sync

We’ll watch for your response. Thank you.

15

Hello Connor,

I followed your instructions exactly. I rebooted the Roon server, waited more than 60 sec., and then perfomed a manual Qobuz account sync.

Unfortunately, the problem remains exactly the same. My Roon library still shows only 199 Qobuz favorite albums, whie my Qobuz account contains more than 1600 favorite albums.

I should also mention that I don’t have a pc or laptop at home. I only use an android tablet and phone, so I cannot perform advanced diagnostics.

Thank you for your help.

16

Hi! What’s not quite right with Roon?

· Music won’t play or issues with my library

Music won’t play or issues with my library

· Streaming tracks greyed out or unavailable

Tell us what's going on

· Roon just removed all of my 1220+ Qobuz albums from my library.

I was playing an album from Qobuz, when playback stopped. When I looked at the Roon window, I noticed that the number of albums in my library was counting down. I tried to stop it by closing both the Control and the Server, but it continued after a restart, and now my library only contains 18 local albums.

My Qobuz account is still connected. I have access to the Qobuz section in Roon, and I can play Qobuz albums from there. I can also see my albums still in Qobuz favorites in Roon, although there is no count displayed to confirm everything is still there. Checking from the Qobuz web player, there is no precise count either, but it says 999+, so everything is possible still there.

Tell us about your home network

· Doesn't look like a networking problem. I was playing on my local Windows PC running both the server and control, with no other client connected. I'm the only user.

17

I don’t know what splitting a post to a new topic means, but I cannot access the link there.

18

Hi @Tommaso_Donnarumma,

It was post from another user with a similar issue, they have been advised (via private message, which is why you can’t see it) to submit their own technical support request.

19

I was able to restore my library from a backup, and Roon worked fine for a while. However, the bug occurred again when I tried to add an album, and now as soon as I restore from the backup the bug immediately happens when Roon restarts and the library is wiped again.

Roon is totally unusable in this state. I’ve been on version 2.70 (build 1671) since it launched, and I suspect the new database management library is to blame here.

Anyway, Roon is totally unusable for me right now.

vadim (Vadim) 20

Hello Everyone,

We are currently investigating the issue with the Qobuz sync. Please stay tuned for the updates.

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