Roon does not sync correctly with Tidal favorites

I have gone through the router configuration and most settings are default. There is no active firewall or filter. Is there any option in particular that you recommend to check?

@simoneratti - I would reboot the router and check for newer firmware as the first step. You may also want to try switching the DNS servers around with 8.8.8.8 being the first one in case Cloudflare is experiencing any issues. If you are connecting to one of the Orbi nodes, it’s worth a try connecting to the primary unit instead as well.

Hello, I have changed the DNS to 8.8.8.8 as a primary choice. The firmware is the latest. ROCK is connected directly to the Orbi router station and not a node. Very simply… roon cannot sync to Tidal. In the past it had worked smoothly. Since some time I have been noticing the failure. Something must have changed in the ROCK software. How can we root cause this issue?

And…to be more clear… I have rebooted the router…I have rebooted the modem… I have rebooted ROCK… I have rebooted all the clients…

Hi @simoneratti,

I have sent you a private message regarding next steps.

A post was split to a new topic: Can’t sync with TIDAL + Nucleus

Hello, I am in touch with Noris, hopefully he can solve it. I have tried to follow every instruction so far but nothing changed.
There must have been a sw change at some time, because I have started seeing the tidal sync issue and I have also started seeing a huge delay of the Tidal login when Rock is restarted. It takes some minutes after the login before the music on Tidal becomes available. Until a few minutes after the login all the The Tidal tracks are given unavailable and I can only play local files. After some minutes also the tracks on Tidal become accessible. Are you experiencing it as well?

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Hello @simoneratti,

No, I am not experiencing this behavior nor have I seen widespread reports of this. Since I am not able to reproduce this on my end I believe this could be a database or networking issue, we can run the following 2 tests to clarify:

Test 1 - Starting with a fresh database on ROCK:

  • Create a Backup of your current Roon database
  • Stop RoonServer from running in ROCK’s WebUI
  • Navigate to your Roon’s Database Location
  • Find the folder that says “RoonServer”
  • Rename the “RoonServer” folder to “RoonServer_old”
  • Restart the RoonServer in the WebUI to generate a new Roon database folder
  • Verify if the issue remains the same with a fresh database (don’t restore yet)
  • After verifying for a day or two, then restore your database from a backup

Test 2 - Trying a different PC. If you have another PC which can host the Roon Core can you check to see if the behavior is the same there?

  • Install Roon on another PC
  • On the “Choose your Core” screen, select “Use this PC”
  • If you already have connected Roon to ROCK, you can go to Roon Settings -> General -> Disconnect to go to the “Choose your Core” screen

Hi @simoneratti,

I also suspect something has changed since the 1.7 update which has caused these issues, because nothing else in my setup has been altered since before then.

I’m not experiencing the Tidal login delay you mention, but the two issues that seem identical to yours are:

  1. Unable to delete Tidal album after adding to my library - same as screenshot you posted, “File Not Found”
  2. Under Services in Settings, Tidal is constantly syncing, as you described it

I’m working on a separate thread to respond to @noris to troubleshoot my setup. hopefully will get to the bottom of it.

I have tried Test 1 but no progress:
image

Endless syncing!

I have delete the database and let Roon create a new one but you see the result!

…and… none of my favorites from Tidal is added. I have only local music. I can stream Tidal but I cannot access my favorites. So… the favorites I was seeing in the old database were very simply the ones already existing. Actually all the synchronization with Tidal is broken.

Hi @simoneratti,

Thanks for trying the fresh database. Can you please give Test 2 a try next?

Some of my favorites are now visible, but not all of them. And it is still syncing. For test 2 I must borrow a PC, I will do if I can.
Are you sure that ROCK manages correctly error conditions that might be generated by a favorite that is unavailable on Tidal. I have seen issues like this happening in SW development because of error conditions not managed properly. Maybe ROCK is asking a favorite which is nomore available on the Tidal platform and the syncing remains in an endless loop which prevents its completion. Have you ways to look into this?

Hi @simoneratti,

Please do test this behavior on another PC.

The issue with this theory is that I am able to sync properly with your account on a fresh database on my end with no issues. Since you have set the old database aside, I believe this issue to be related to your networking setup or to the ROCK core, testing on another PC disproves one of these aspects.

In the logs you sent, I was seeing the following traces:

01/22 07:55:57 Warn: [easyhttp] web exception without response: Name or service not known Name or service not known
01/22 07:55:57 Trace: [tidal/storage] sync completed unsuccessfully in 17624ms: Result[Status=NetworkError]
01/22 07:55:57 Warn: [easyhttp] web exception without response: Name or service not known Name or service not known
01/22 07:55:58 Warn: [easyhttp] web exception without response: Name or service not known Name or service not known
01/22 07:55:58 Warn: [easyhttp] web exception without response: Name or service not known Name or service not known
01/22 07:55:59 Warn: [easyhttp] web exception without response: Name or service not known Name or service not known
01/22 07:55:59 Warn: [easyhttp] web exception without response: Name or service not known Name or service not known
01/22 07:56:00 Trace: [appupdater] initial check for updates
01/22 07:56:00 Debug: [base/updater] Checking for updates: http://updates.roonlabs.com/update/?v=2&serial=CFCC602F-2F56-456C-A01C-BB28F1D6A83D&userid=fac73d30-abfc-4c4e-a9bb-bc12411fd516&platform=linuxx64&product=RoonServer&branding=roon&curbranch=stable&version=100700511&branch=stable&ROONBOX_IMAGE_PLATFORM=linuxx64&ROONBOX_IMAGE_MODEL=nuc3&ROONBOX_OS_VER_MAJOR=1&ROONBOX_OS_VER_MINOR=0&ROONBOX_OS_VER_BUILD=183&ROONBOX_OS_VER_MACH=100000183&ROONBOX_OS_BRANCH=stable&ROONBOX_OS_VER_DISPLAY=1.0+(build+183)+stable&ROONBOX_IMAGE_TIMESTAMP=20191025125019&ROONBOX_DEVICE_VENDOR=Roon+Labs&ROONBOX_DEVICE_MODEL=Roon+Optimized+Core+Kit&ROONBOX_HOSTNAME=ROCK&ROONBOX_BRANDING=d52b2cb7-02c5-48fc-981b-a10f0aadd93b&ROONBOX_SERIAL_NUMBER=F44D306DFF45
01/22 07:56:00 Info: Flushing kart data to server
01/22 07:56:00 Info: [stats] 22123mb Virtual, 985mb Physical, 685mb Managed, 286 Handles, 79 Threads
01/22 07:56:01 Debug: [easyhttp] GET  to https://metadata.roonlabs.net/1/albums/166:0:17691643/tracks?c=tidal-it timed out after 15002 ms
01/22 07:56:01 Debug: [easyhttp] GET  to https://metadata.roonlabs.net/1/albums/166:0:28248133/tracks?c=tidal-it timed out after 15002 ms
01/22 07:56:01 Debug: [easyhttp] GET  to https://metadata.roonlabs.net/1/albums/166:0:630530/tracks?c=tidal-it timed out after 15001 ms
01/22 07:56:10 Debug: [appupdater] Update failed
01/22 07:56:10 Warn: [appupdater] Couldn't connect to update server: System.Net.WebException: Name or service not known Name or service not known

These traces indicate that your ROCK Core couldn’t reach both the TIDAL servers properly, our metadata servers and also our update servers.

Do you have any other firewalls on the network which could be limiting networking traffic from your ROCK to certain IP addresses?

If the answer to this is no - testing on the new Core will tell us if this issue is specific to ROCK or to any Core hosting Roon on your network.

Running on my Mac…

image

Clearly the NW is fine… ROCK got stuck instead!

Hi @simoneratti,

Thank you for checking the behavior on the different PC.

This leads me to believe that there is something regarding the ROCK network connection that is causing it to behave differently than the PC, so let’s focus on this further.

Your screenshot above seems to indicate that you are running two different subnets in your network config, is there a reason for doing this?

How have you used the other PC in your network setup, were you connecting via WiFi (while ROCK was connected via Ethernet)? Or did you test the PC via Ethernet?

I am wondering if perhaps you have some firewall on the Orbi that just affect Ethernet-based devices and that is why the PC worked while ROCK didn’t.

Have you checked the Ethernet cable going to ROCK? If you have another Ethernet cable around it would also be a good test to replace it in case this is Ethernet cable failure (rare, but possible).

Hello Noris, I have used a long ethernet cable to connect my Mac running Roon core directly to the same ethernet port used by ROCK. It works!

image

I can even launch the manual sync. I think that we can conclude that the issue is in ROCK and not in the network. What’s next? How can I reset ROCK to working conditions?

Hello @simoneratti,

Can you please share a screenshot of your ROCK Web UI?

The database for ROCK is still set aside, correct? I would also try pressing the “Operating System - Reinstall” button on the ROCK WebUI to reinstall this in case it helps.

This is a screenshot:

I have copied and renamed the folder in “…_old”

image

Is reinstall going to overwrite it? Is there this risk?

You may have noticed that I have also tried setting the DNS to 8.8.8.8 directly on the ROCK WebUI.

It was previously set to 192.168.3.1 POINTING to the Orbi router configured as:
image

The router used the same DNS but I wanted to try forcing it from the WebUI. Nothing changed though.