· The album by Panda Bear and Sonic Boom titled "A Q Of When" shows up in Roon as having been released in early July and available to stream from Tidal. But every time I try to play it the Roon UI says "This track is unavailable from Tidal". When I look for the album on Tidal's website, it's not available at all. So something seems off.
I think the next step here is to enable some diagnostics on your account so our technical staff can get some more insight into what’s going on here.
However, before I enable this feature, I’d like to ask for your help ensuring we gather the right information.
First, can you please reproduce the issue once more and note the time at which the error occurs. Then respond here with that time, and I’ll make sure we review the diagnostics related to that timestamp.
As others have mentioned, the issue appears to be related to Tidals API, and what they’re sending over to Roon.
That said, we’re having difficulty enabling diagnostic mode to your Roon Server machine, would you be able to send over a set of manual Roon Server logs? This will help us confirm our above suspicion.
Can you please use the directions found here and send over a set of Roon Server logs to our File Uploader? Once logs have been uploaded, please let us know so that we can check the server for your files, thanks!
Hi, thanks for the response, but there doesn’t to be much point to pursuing this further, and as I doubt anything in the Roon server logs on my machine will have any bearing on whether this album is actually streamable, I hope you can understand why I decline to take the time to mess about with uploading log files. You may after all readily reproduce the behavior on any other Roon server machine because the issue is not specific to mine. I don’t expect further follow-up from you for this matter.
We understand your reasoning, but we should explain why we asked, because the request was not idle.
“This track is unavailable from Tidal” is not a single condition with a single cause. From where we sit it can mean a regional licensing restriction, a title withdrawn from streaming, a stale entry in Tidal’s catalog, a problem with the account or its token, or a failure between your server and Tidal’s servers. Those look identical to you and produce the same message, and they are distinguished only by what your server recorded at the moment you pressed play. We do not track licensing decisions album by album, so we cannot tell you which of those it is by inspection.
Our leading suspicion, as Benjamin said, is that this sits with Tidal’s API and what they send us. Roon’s catalog is built from what Tidal publishes. If Tidal advertises this album to us as available to stream, we list it as available, and then their servers decline to serve the audio when you press play. That mismatch is theirs to correct, not something we can override from our side, and it would explain why the album appears in Roon while being absent from Tidal’s own website.
But that is a suspicion, not a finding. The logs are what would confirm it, because the alternatives above produce the same message and we would rather not tell you something is settled when we have not checked it. The suggestion in this thread about the artist withholding the release is plausible and may well be correct, and it still does not tell us why Tidal is presenting it as playable.
On the request itself: you gave us a timestamp, which was exactly right, and we tried to collect the diagnostics ourselves. We could not reach your Roon Server to do it, which is the only reason we asked you to send them by hand. It was not us asking you to do work we could have done.
Since you would rather not, that is your decision and we will respect it. We are closing this as resolved.
