Streamed music skipping after 30 seconds (ref#3VR77G)

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

· All streamed music [Tidal + Qobuz] only play ~30 seconds and then skip to the next song

Tell us about your home network

· N/A

2

This usually happens if you use “free” accounts - I’m talking about the streaming services, not Roon here. One needs a paid subscription to get more than 30 seconds. Did you check if you have a paid subscription plan?

3

I have paid for both. And if I use, for esample, the Qobuz app, all of the music plays properly. Same for Tidal.

4

Double check your credentials. I just let my TIDAL sub lapse, and I see the same behaviour.

If Roon skipped tracks, you’d see an error message.

5

Not sure how to “check credentials” but I can log onto both services through their respective apps. I have also disconnected from them within Roon, re-booted Roon, went back to Roon and re-logged onto both services. Didn’t help.

6

Check that you are using the same account credentials.

7

Hello @Chuck_Gerlach ,

Thanks for your message. According to our diagnostic system, it looks like you are indeed have a TIDAL free account associated with your Roon Server. Can you please confirm the subscription you have via
https://account.tidal.com/subscription
? If it shows as valid there, you can also try to clear out the TIDAL/Qobuz cache, this may help:

  • Exit out of Roon/RoonServer
  • Find and open your Roon database
  • Navigate to RoonServer/Cache
  • Move the contents of the /Cache folder elsewhere, like your desktop
  • Try restarting Roon and verify if the issue still occurs
8

FWIW, I have only been using Quboz, not Tidal. I had a Tidal subscription, cancelled it and it has just now elapsed. I did move the the Cache file from the “Roon Server” to the desktop and the issue remains. I did notice that there is another Cache file in the “Roon” [under Library] but I did not touch it. Shouls I move it as well?

9

Hello @Chuck_Gerlach ,

Did you perform these instructions in your SonicTransporter database location? There shouldn’t be any Roon folder there at all. Since the TIDAL subscription has elapsed, I suggest navigating to Roon Settings → Services and disabling or signing out of TIDAL entirely. Then if you’re still able to reproduce issues, please let us know the exact local time + date + track when it next occurs and we’ll activate diagnostics for your account.

10

Problem solved. All my fault.Two of the albums/songs had been removed from both Tidal and Qobuz. The other album issues were that I thought I was using the Qobuz version but instead it had selected the Tidal version [to which I no longer subscribe]. Deleted the Tidal music and re-added as Qobuz where possible. All seems to be well. I apologize. I incorrectly assumed I was ONLY using the Qobuz version of all streamed music.