Hi folks,
I know this issue continues to cause trouble for a number of you, and I just wanted to let everyone know this is absolutely on our radar, and we have been working to resolve this since it was first reported back in December.
I want to give a little background here to ensure everyone has a sense of what work has happened so far, and what our team’s next steps are here for getting this resolved.
First, I want to mention something which can cause additional frustration, but I mention it because it’s important context for the issue: based on everything we know right now, this problem appears to be affecting a very small portion of users.
We have many thousands of people using TIDAL with Roon, and while this issue may have arisen following a change in Roon or a change at TIDAL (or both), for whatever reason it seems to mostly be persistently affecting the people in this thread, which points to some other common factor – something about your network, your Core, your configuration, your TIDAL account, etc. Lots of avenues for us to investigate.
Second, I want to mention that our QA team spent a lot of time looking into this problem over the course of December and January. As you might guess, a few members of our team have seen this error in passing, but no one inside Roon is seeing this consistently, which makes it very tricky for us to investigate and fix.
Over the course of the last two months, our QA team did identify some steps that seem to trigger this issue more often. It didn’t happen every time, but it happened enough that our dev team looked into the report further. While our developers were not able to reproduce the problem consistently, we had enough information to implement a number of changes we hoped would prevent these symptoms from occurring.
Unfortunately, that change went out in our most recent release, and obviously this issue is still happening for some subset of users. This is not hopeless – not by a long shot – but it does mean our investigation needs to move onto the next phase.
We’ve begun today reaching out to affected users today to get additional information about their setups. Most of you will hear from us over the next few days as our investigation continues.
Our hope is that we can identify a factor that’s not been part of our testing so far – maybe many of you have a different type of TIDAL account, or certain Core platform, or router, etc. This work identifying commonalities across affected users will also happen in parallel to additional testing by our QA and dev teams.
If you notice a way to consistently trigger this error, please let us know. Other common factors (like “the error always happens at night” or “it always happens with MQA content” etc) would also be great.
I am absolutely confident we can figure out what’s going on here guys. We really appreciate everyone’s feedback, and your patience.