Request for refund due to TIDAL login and authentication issue (ref#M654OL)

marian_coleasa · September 1, 2026, 7:26am

What is the operating system of your Roon Server host machine?

· Linux Server (Ubuntu, Fedora, ArcLinux...)

What kind of device are you using to perform the login?

·

Where are you trying to login?

· I can't log into TIDAL, KKBox or nugs

Have you been redirected to the Tidal/KKBOX/nugs login page in your browser?

· Yes

Please try clearing the browser cache and cookies for the [l](https://account.roon.app/)ogin page where you have been redirected

· No, the issue remains the same

Content / Popup Blockers

· No, the issue remains the same

Temporarily try to use a different browser

· No, the issue remains the same

Please try to restart your Roon Server by closing the Roon Server app in the taskbar (MacOS), task manager (Windows) or rebooting your Roon Server machine.

· No, the issue remains the same

Different device

· I am able to switch to the diffrent device

Are you still facing the issue on the different device

· No, the issue remains the same

Record the timestamp

Describe the issue

Hello Roon Support,

I am requesting a full refund for my annual Roon subscription, for which I paid €107.

I purchased the annual subscription expecting to use Roon with my TIDAL account. However, I have been unable to use TIDAL properly due to the ongoing TIDAL login and authentication issue.

I understand that Roon was already aware of this issue as of August 14. Unfortunately, I was not aware of the problem when I purchased the annual subscription.

Since purchasing the subscription, I have spent considerable time trying to resolve the issue, including testing Roon on Windows and Linux, using different browsers, checking DRM/Widevine settings, and testing through a mobile hotspot. However, the TIDAL login and playback problem persists.

I purchased the subscription for normal use with TIDAL, and the service currently does not meet the purpose for which I purchased it.

Therefore, I would appreciate a full refund of the €107 annual subscription.

Please confirm the refund and let me know if you need any additional information regarding my purchase.

Thank you,

Mario

Describe your network setup

vadim · September 1, 2026, 10:15am

Hello @marian_coleasa

I have reviewed the diagnostic logs from your RoonServer, and I have some clear insights regarding the playback interruptions you are experiencing.

Your TIDAL integration is functioning perfectly. The logs confirm that the system successfully authenticates, retrieves the track metadata, and downloads the audio blocks without any network drops or API errors.

The interruption is occurring at the hardware handoff to your DENAFRIPS DAC. The logs show that Roon prepares the lossless FLAC stream and sends it to the DAC, but the DAC does not initiate playback. Because the DAC fails to report an active playback state, Roon triggers a standard 5-second timeout and safely tears down the stream to prevent hardware lockups.

To isolate this hardware synchronization issue and confirm it is specific to the DAC, I recommend running a quick test:

Temporarily disconnect the DENAFRIPS DAC from your system.
Enable and try playing music to the default audio output on your Windows or Mac computer (usually listed as “System Output” or built-in speakers in Roon’s Settings > Audio).

If playback to the default zone works flawlessly, we know the issue is strictly related to the DAC’s communication with Roon.

To help me investigate further, could you please provide some details on your current hardware setup?

What specific device is the DENAFRIPS DAC physically connected to (a Windows PC, a Mac, a dedicated streamer/endpoint)?
What type of cable/connection are you using (USB, Coaxial, Optical, I2S)?
Are there any USB hubs, adapters, network switches, or extenders in the signal path between the Roon core/endpoint and the DAC?

Looking forward to your reply so we can get your system running smoothly.