Network Details (Including networking gear model/manufacturer and if on WiFi/Ethernet)
Airport time capsule, Ethernet
Audio Devices (Specify what device you’re using and its connection type - USB/HDMI/etc.)
Moon Audio DAC with ultra Rendu, usb Cable.
Description Of Issue
I’m really frustrated with Roon, I’ve been having problems with Roon-Tidal. I already did everything, I have read all possible recommendations from Roon community and nothing!
This is happening since I use Roon. Just on Tidal songs (take a few minutes to play) and this is really annoying me! I’m not shure if I’ll renew my membership with that.
I’m in Brasil, using uRendu with Tidal, Airport Apple 2TB. Anytime of day the problem persists.
Ps: no network problems, no Tidal problems (it plays very well without Roon), no Ultra Rendu problems (it plays the Airport Time Cápsule tracks normally)
You can check/upgrade to the latest build of Roon by going to Roon Settings -> About (top right-hand corner). I would upgrade to the newest build first because there have been some bugfixes and see if that helps.
If it does not, can you please let me know if this behavior occurs on other zone as well and not just through the UltraRendu + Moon DAC such as “System Output”? Are you presented with any error messages when this issue occurs?
Ok Noris
My Roon is setting to “Automatically install bug fix and other minor updates” so I think it’s ok. The problem occurs in all zones (playing in iPad), sometimes I have a error message too.
There is no message, just dont play Tidal. Tidal tracks take a few minutes to start ply, if I switch for another sondtrack, take more two or three minutes again. It’s annoing. The Airport Hard disk tracks dont have problems, they play immediately!
iMac is connected by Ethernet cable, so as uRendu, both out of the modem.
Yes, the internet is ok too 40mbps for download and 20mbps for upload. There is no problem with internet signal, my Tidal app on iMac plays normally.
Thank you for letting me know that information. I should note that this might end up being a networking issue as we have seen Apple Networking products cause some issues in the past (see Networking Best Pracices here) but we can still narrow down the issue further for now.
I would next like to take a look at the diagnostics when this issue occurs on your iPad zone. Before I enable diagnostics mode for your account, can you please reproduce the issue once more on your iPad zone and note the exact local time and date in your country that this behavior occurs? E.g. 9:26PM on 4/25/19. The TIDAL stream should be sent to the iPad’s speakers directly for this test.
Once we confirm that the iPad zone also experiences this issue and I have timestamps + diagnostics traces, we can take a closer look at the ultraRendu zone as well to see if they contain similar traces.
Hi Noris
Every time is time to issues. I can tell you and put on here a thousand of times of issues with iPad or uRendu, I just have to play some tidal music anytime, the track take 2 or 3 minutes to start. It’s looks like the music is loading. If I change for the next song, It’s take a minutes again. if I let the songs play normally they do not have the problem, they play. Do you understand me? I have to tell you that I have some difficulty expressing what is happening due to a deficiency in my English
iPad issue 25 April 23:13 Brazil-Caratinga-MG (starts to play 23:16)
iPad issue 2 25 April 23:17 Brazil-Caratinga-MG (starts to play in 23:20)
I can do that all night long, unfortunately. Anytime is time to issue.
Noris
In 00:19am 26 April I have the message “Tidal media is loading slowly. This may indicate a networking ou connective problem” …and then played the next song.
Thank you for letting me know those timestamps, and don’t worry your English is pretty good .
Now that I have these timestamps,I have gone ahead and enabled diagnostics mode for your account and what this action will do is next time your Core is active, a set of logs will automatically be generated and uploaded to our servers for analysis.
Once these are received by our servers I will take a look at the times you mentioned for any issues. It is possible there will be no signs of the issue but it is better to check just in case.
Hi Noris
What would be the next level? what would be the forecast for the solution of the problem? This is really annoying me. I was discouraged from listening to music.
Troubleshooting an issue like this will often take some time. I can’t forecast when we will reach the solution, but I will try to get this resolved for you as quickly as I possibly can.
We have many customers running Roon without issues, so we just have to figure out what makes your setup different from the other countless setups in place.
I have been on the lookout for the diagnostics report but your Roon Core does not seem to be delivering this to our diagnostics servers.
Can you please reboot your Mac (power off, wait 30 seconds, power back on) and then manually send me the logs from your machine by using these instructions (<-clickable link)?
The best way to get them to me would be by using Dropbox/Google Drive or send.firefox.com link. Please send those over when you have a chance and I can take a look.