I am writing to seek assistance with an issue I’ve encountered while using Roon with KKBOX.
I have noticed that certain albums, whose original titles are in Chinese and are available and playable without any issues on the KKBOX app, do not appear in the search results when I use Roon. Furthermore, for some albums, even when I search using their full English titles, I frequently encounter a “fail to play back” error.
Could you please provide some insights into why this might be happening and suggest any possible solutions?
Could you please share a few specific album names that aren’t appearing in your search results? If possible, include both the Chinese and English titles.
To investigate this playback issue, we’d like to enable diagnostics on your account. Before we do that, please reproduce the error and let us know the exact timestamp and your time zone so we can review the relevant logs.
Let us know when you’re ready, and we’ll proceed from there.
Actually I can search such album by artist name, and display English name which original name is Chinese, but appeared “Too many failures. Stopping playback”. It seems that kkbox cannot recognize such album using the English album name.
Based on the error message in the logs, it appears that the album you attempted to play is not authorized for playback in your region:
07/24 11:09:45 [Local 07/24 19:09:45] Warn: [kkbox] [kkbox/http] error result from http request: {"error":{"message":"Not authorized on user's territory","code":40311001}}
This corresponds to the timestamp you mentioned (19:07).
Please let us know if you encounter similar issues with other albums, and we’ll be happy to investigate further.
The Roon itself does not retain your region. KKBOX is detecting your region based on the device location.
07/24 11:09:45 [Local 07/24 19:09:45] Debug: [easyhttp] [1099] GET to https://api.roonlabs.net/metadatatext/1/blobs?objectId=191:0:611646&type=biography&sourceLangs=Wikipedia:zh-Hant,Rovi-albums:en,Wikipedia:en,Rovi-artists:en,Rovi-compositions:en&c=kkbox-hk&tidal=max returned after 50 ms, status code: 200, request body size: 0 B
Based on the log output that we see here kkbox-hk, which seems to be Hong Kong
I believe this is an issue with Roon and KKBOX. My device is located in Hong Kong. Which region’s server does Roon allow me to access? This might be due to Roon accessing the wrong server region. Please check.
Thanks for performing that test, we have added this info to the investigation ticket. The ticket has been submitted for developer review, meaning that this may take some time to be reviewed.
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.
Original threadIt has now been some time since my case was presumably submitted for developer review. However, there is still no clear solution, update, or timeline provided. The absence of communication and lack of practical troubleshooting steps is extremely frustrating for a paying customer. Community members have frequently expressed disappointment about slow or nonexistent follow-up on technical issues, with some reports of long delays. I am formally requesting a specific and actionable solution, or at least a concrete timeline for resolution, rather than indefinite waiting and generic reassurances. This level of non-responsiveness is unacceptable for a premium product.Please clarify what progress has been made, when a solution will be available, and how you plan to ensure better support for issues like this going forward.
We sincerely apologize for the ongoing frustration this issue has caused. We have escalated your case to our R&D team, and they are actively working on it as their workload allows. Unfortunately, at this time, we do not have a specific timeline for when a fix will be available.
We truly appreciate your patience and understanding as our team investigates the issue. Please be assured that we are committed to resolving this and will provide updates as soon as there is progress.
I’ve merged your posts into the original topic thread tracking this issue and I’ve re-opened that thread so you can continue to receive updates from the team on our progress.
We’re grateful for your gracious demonstration of patience so far as the team works to resolve this behind the scenes. The team will post here as soon as we have a timeline to resolution to share. Thank you again.
