· None of the above quite fits
· None of these quite match
· Qobuz has issues playing high res files in Roon
· Asus XT8 with 750 MB download speed
When I playback a 96K or 192K Qobuz file in Roon, it will play the 1st song then it won’t start the next song. If I skip to the following song, it will play then it won’t play the following song. If I limit Qobuz to CD-quality, it plays fine.
When I playback the same file using the Qobuz app on an Android DAP, there are not problems playing the high res file whatsoever.
Hello @Rob_Welles
Thank you for reaching Roon support,
I think the next step here is to enable some diagnostics on your account so our technical staff can get some more insight into what’s going on here.
However, before I enable this feature, I’d like to ask for your help ensuring we gather the right information.
First, can you please reproduce the issue once more and note the time at which the error occurs. Then respond here with that time, and I’ll make sure we review the diagnostics related to that timestamp.
It happened this morning at 11:11 PT.
It happened again at 7:20 am PT. Let me know what you find in the logs.
Hello @Rob_Welles
We’ve discussed this with our senior QA and development teams. The team is investigating some possibilities here and, as soon as that investigation is complete, we’ll be sure to follow up ASAP.
You have our apologies for the trouble here, and we’ve greatly appreciated your patience as we continue investigating this tricky issue. We’ll be in touch as soon as we can.
Vadim,
Thanks for letting me know. I eagerly await your team’s diagnosis.
rob
One thing I haven’t mentioned is that I recently swapped out my Mac mini (M1 chip, 8 GB RAM) with a newer model (M4 chip, 24 GB). Probably about 2 weeks ago. I’m not positive about the timing, but I want say that it started happening shortly thereafter, but I’m not sure.
hth
FYI - Happened again this morning at 9:54 (PT)
Vadim,
Any news from your tech teams???
rob
Hi @support,
It would REALLY nice to get an update on this issue.
Hello @Rob_Welles
Thank you for the update.
The information you shared aligns perfectly with what our engineering team has been investigating. As you suspected, the slowness and the “white screen” delays you’re seeing are tied to how Roon is currently communicating with the Qobuz infrastructure during their ongoing server transitions.
In your logs, we can see the system successfully establishing a connection, but the data stream is being interrupted or returning empty payloads, causing Roon to “hang” while it waits for a response. This explains why the interface feels sluggish and why tracks sometimes fail to start or load metadata.
The good news is that we now have sufficient diagnostic data from your account and several others to work on a resolution. Our R&D team is actively developing optimizations to make Roon’s connection to the Qobuz CDN more resilient during this period.
At this stage, we don’t need any further logs or timestamps from you. We are working on a fix, and the best way to track our progress is to keep an eye on our Roon Software Discussion > Software Release Notes
Thanks for letting me know! I look forward to the next update, hoping for sooner rather than later.
Hey @Rob_Welles
There aren’t any additional details needed at this time, so we will go ahead and close the thread for the time being, and if any other questions arise after the developers have reviewed the case, we will re-open the thread and reach out once more.
Thanks again for your report, and thank you in advance for your patience as the ticket progresses through the development queue for review.