Roon ARC Tidal Playlist Track Availability Issues (ref#6O2H0R)

Support
1

Hi! What’s not quite right with Roon?

· None of the above quite fits

None of the above quite fits

· None of these quite match

Tell us what's going on

· Roon Arc says most tidal tracks in playlists are unavailable. Some play while others don't. The same tracks play fine on Roon itself. I've tried resetting my core and logging our and back into tidal.

Tell us about your home network

· Asus Archer AX11000 MU-MIMO Tri-Band

2

Hi @Matt_Johnson,

Thank you for your post.

There are a few reasons why availability might produce one result in ARC and another on Roon Server, but usually only if you’re using a VPN to change the geoIP or you’ve recently changed account tiers in Tidal.

Is the phone running ARC in a different country than your Roon Server is in? Are you using a VPN on your Roon Server machine?

Are the unavailable tracks all in the same file format?

Try closing ARC and then signing out and back into Tidal in Roon itself. Re-open ARC and sign back into your account. This should fully reset the auth token with Tidal’s servers and resolve any false negatives for track availability.

We’ll watch for your response. Thank you!

3

I don’t use VPNs. Roon and Arc are being used in the same city. The unavailable tracks are being streamed from Tidal; they should be the same file formats.

I 1) closed arc on my phone 2) signed out of tidal under services in Roon 3) re-opened Arc 4) signed back into Tidal. Only change was that now all of the tracks were unavailable instead of most. Closed and re-opened Arc for good measure. No change from original problem–all the same tracks are unavailable.

4

Any further suggesgions?

5

Hi @Matt_Johnson,

We’ll escalate this to engineering to take a closer look.

Is there any change to Tidal track availability in Roon itself?

6

Everything is AOK in Roon itself.

7

Anything I can do to fix this problem? Most playlists that rely on Tidal tracks are unplayable from “unavailable” tracks. If I search for anything through the Roon Arc app, however, it plays fine–including tracks that are unavailable in existing playlists.

8

Hey @Matt_Johnson,

We haven’t heard back from development on this yet, so we don’t yet have any additional information to relay at this time.

Do you have any downloaded material on Arc? If not, I’d potentially consider completely removing Arc, performing a clean download, and seeing if the same issue occurs.

Thanks for your ongoing patience!

9

Hey @Matt_Johnson,

Just checking in on this. Were you able to see whether any content is downloaded in Roon ARC, and if not, did you have a chance to remove ARC completely and do a clean reinstall to see if the issue still shows up? Let us know what you find, thanks.