Qobuz 'Favorite Albums' not showing in Roon 1.7

Tim_Chapman · January 3, 2020, 6:19am

Core Machine (Operating system/System info/Roon build number)

Windows 10/Roon 1.7 (build 511)

Network Details (Including networking gear model/manufacturer and if on WiFi/Ethernet)

Ethernet

Audio Devices (Specify what device you’re using and its connection type - USB/HDMI/etc.)

Irrelevant

Description Of Issue

As in the title! Since 1.7 my Qobuz favourites do not show up in the Roon section ‘Qobuz/My Qobuz/Favorite Albums’

Refreshing makes no difference - only results in ‘having problems connecting’ error - and logging out/in of Qobuz also fails to solve the problem. The exact same problem occurs on whatever device I am using (Mac OS, Windows and Android).

Server is on my Windows 10 machine.

dylan · January 3, 2020, 2:46pm

Hi @Tim_Chapman,

So we can better assist you, can you provide some additional details about your networking setup?

Are you able to see your Qobuz albums if you navigate to them outside of the Qobuz section of Roon (i.e. via the Album browser)?

Tim_Chapman · January 4, 2020, 7:09am

If I refresh enough times so that the error message about the network problem comes up I can then see ALL mu Qobuz albums (including ones just added) in the Overview section.

No network issues - nothing wrong here - just a bug in the Roon software under the Qobuz section.

noris · January 4, 2020, 10:40pm

Hi @Tim_Chapman,

It sounds like Roon is having issues retrieving your Qobuz favorites until you refresh the multiple amount of times you noted. Often, this points to a networking issue somewhere along the line.

Can you provide some more details on the network setup, including model/manufacturer of the networking gear? How are your DNS servers configured? Are you using Google/Cloudflare?

Tim_Chapman · January 5, 2020, 12:41pm

Virgin Hub 3.0 as the router.

Netgear ethernet switch after this.

Nothing unusual. Hard to think that it is a network issue as Qobuz app has no problems and all other internet apps have no problems. It seems to be Roon.

Tim_Chapman · January 5, 2020, 12:42pm

Also - Roon NEVER manages to show favourites in the Qobuz section, no matter how many times I refresh. It really does seem to be a software bug.

Tim_Chapman · January 5, 2020, 12:49pm

I really don’t have a clue about either of the above!

noris · January 6, 2020, 1:31am

Hi @Tim_Chapman,

Can you confirm if you have any backups of your Roon database or if you haven’t made many edits? I wonder if reinstalling Roon in this case will help with the issue. If the install doesn’t help, we can take a closer look at the DNS servers aspect.

Tim_Chapman · January 7, 2020, 7:23am

Tried reinstalling- issue remains.

Tim_Chapman · January 8, 2020, 11:06am

So - can we take’a closer look at the DNS servers aspect’ please?

noris · January 9, 2020, 3:15am

Hi @Tim_Chapman,

Thanks for trying the reinstall. To change your Windows DNS servers, you can use these instructions:

I would suggest setting a dns of 1.1.1.1 as the primary and 9.9.9.9 as the alternate. Can you give that a try and let me know if it helps?

Tim_Chapman · January 9, 2020, 10:42am

Thank you for the suggestion.

This does not solve the problem.

noris · January 9, 2020, 4:41pm

Hi @Tim_Chapman,

Sorry to hear DNS didn’t help. Next, let’s try clearing the TIDAL/Qobuz cache:

Exit out of Roon
Find and open your Roon database
Navigate to Roon/Cache
Move the contents of the /Cache folder elsewhere, like your desktop
Try restarting Roon and verify if the issue still occurs

Tim_Chapman · January 10, 2020, 11:00am

Noris -

Thank you - that worked and I can apply that solution in the future if I hit this problem again.

Many thanks.

Tim_Chapman · January 10, 2020, 11:03am

Spoke too soon.

Worked for a bout 2 or three visits to that section, but Roon is now exhibiting exactly the same issue.

noris · January 10, 2020, 5:16pm

Hi @Tim_Chapman,

Sorry to hear that clearing the cache didn’t solve this issue permanently. The next step here would be to take a look at diagnostics when this issue occurs, but before we do this, can you please reproduce this issue and note the exact local time + date when you see it occur (e.g. 12:16PM on 1/10/20) and let me know this info?

Tim_Chapman · January 11, 2020, 12:25pm

Occurs all the time, but here you go:

12:22 (24 hour clock)
11/01/20

See attached screen dump for exacting wording of error message.

noris · January 11, 2020, 9:28pm

Hi @Tim_Chapman,

Thanks for sharing that screenshot.

I have enabled diagnostics mode for your account and what this action does is automatically upload a set of log to our servers for analysis. Once these logs are received, I will add them to the review queue.

While analysis is occurring on our end, can you please provide an additional piece of info here to better understand this issue? How many album favorites do you have in Qobuz?

Tim_Chapman · January 12, 2020, 12:37pm

Thank you.

Well, that might be the issue as I have over 3000.

Johan_Hallberg · January 12, 2020, 3:04pm

Sounds like the same problem as I am having reported here Tidal - "error loading page" - always “synching library now”

After upgrading to 1.7 Roon is unusable for me and since I play all my music from streaming services. Looks like Roon have some serious problems and it takes very long time for for the team to identify the issue and so far no findings are reported.