Tidal content fails to play and Roon hangs

Been trying a few more things;

I logged out of TIDAL completely in Roon, restarted Roon Server on ROCK and then signed back into TIDAL again.

Made no difference, that content is still unplayable in Roon.

Whilst testing this I also have found some other content, that is playing, but is very slow to start (like 5 to 10 seconds before a track plays). In this case its the album TBNH by The Brand New Heavies.

Again this doesn’t happen with all TIDAL content, just some of it.

I have tried changing the DNS settings on ROCK. Google, Cloudflare and my ISP. It didnt make any difference.

Hi @Tim_Rhodes,

I just tried playing this album on my end and I’m not able to reproduce this behavior.

Would you by any chance have another PC around the house which you can use to temporarily host the Roon Core on? It would be interesting to note if this behavior occurs only when using ROCK as the Core. Although the database should be affected, please be sure to create a Backup of your database (for safe-keeping) if you were to make this temporary switch.

Hi @noris

I have temporarily moved my Core to a Windows 10 1909 laptop. Restored my backup. The behaviour is identical. I cannot play the first track of either the Tennis or the Haelos albums. Some subsequent tracks will play, others wont on the same albums.

Hi @noris, @dylan

I have found some more tracks that wont play;

Henry Green - Electric Feel (single)
Lil Wayne - Let The Beat Build (from the album Tha Carter III)

If I try and play either Roon spins indefinitely with the grey playing bar pulsing blue. This is happening too often for it to be a coincidence. Both will play fine from the TIDAL app.

Try

Thanks @ged_hickman1, I tried that… it didnt work either. Those tracks still refuse to play at all.

@dylan @noris

I moved my Core back to the NUC but I have ditched ROCK in favour of Windows 10. The performance is definitely better, but it hasnt made a difference to this issue unfortunately.

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@support do you have any further suggestions on this issue please? It is still occurring exactly as described.

Hi @Tim_Rhodes,

I will follow up shortly via private message.

Hi @Tim_Rhodes,

I have tried to play the following tracks using your TIDAL account on my ROCK (build 511):

I have not noticed any strange behavior on my end, all tracks played as expected with no startup delay. The next step here would be to try with a fresh Core (no backup restored). Can you please try setting your current database aside by using these steps?

  • Make a Backup of your current 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 occurs with a fresh database in place

@noris

Thanks for the suggestion, I’ll give it a try. One question though, I’m now on Windows again rather than ROCK, so I assume I should just be renaming the /Database folder?

OK @noris I did as you suggested, but since I was running in Windows I renamed the /Database folder to /Database_old and then restarted Roon. It sync’d my TIDAL library, and I did not add my local content at all.

It still shows the same issue, on the same tracks. Here is a screen recording of the problem…

https://1drv.ms/v/s!AgffdXe9bTPCj6BcjkCqJaxJoAyDHg?e=Si6ODC

Hi @Tim_Rhodes,

If you wish to apply similar instructions, you would have to rename the entire Roon or RoonServer folder on Windows as well (not just the database folder). Just renaming the database folder can cause some strange behavior, so I don’t think this test was preformed properly here.

If I rename the whole folder I cant just restart Roon though correct? I need to reinstall it completely? The shortcuts will all be broken since they point to C:\Users\<user>\AppData\Local\RoonServer\Application\

EDIT: Actually never mind I’ll just remove the whole application and reinstall it. It’s just going to be quicker.

Hi @noris @dylan

So in order to rule out a database issue as far as possible I followed your advice and have carried out the following steps on my core machine;

  • Removed Roon Server completely from the machine and manually deleted any folders that were left behind
  • Downloaded Roon Server 64 bit for Windows and reinstalled it from scratch
  • Launched Roon control on another Windows machine and entered my account details and configured TIDAL (I did not add any local content and I did not restore my backup)
  • Waited for Roon to sync my TIDAL content completely
  • Attempted to play the affected content yet again…
  • … and it failed again :frowning:

New video;
https://1drv.ms/v/s!AgffdXe9bTPCj6Bd45WUinueIyiCtA

This is starting to get a bit frustrating, mainly because I seem to be messing about with Roon rather than being able to listen to my music!

Do you have any more suggestions?

This is where the forum-based support falls down IMO. I have received one meaningful response per day at best on this issue. I have tried to turn around the suggested steps quickly which leaves a lot of not much happening.

In the absence of a reply, even one saying there is nothing more that can be done, I’m sitting waiting for something that may never come. My Roon config in a limbo state. Frustrating.

@noris @dylan

So whilst waiting to hear back from you guys I have been conducting an exercise in finding that TIDAL content in my library that will not play.

I filtered my albums to just those on TIDAL and started clicking through them to see what would play and what wouldn’t.

After the first few that played, and a few that I knew wouldn’t, had all behaved as I expected I started finding that nothing would play at all. Currently I cannot play any TIDAL content at all, it all just hangs as per this screen capture;

https://1drv.ms/v/s!AgffdXe9bTPCj6BesUMcuInQkn2OtA

Can you please assist?

Tim could you try signing up for a trial account under a different name and use that in roon to see if that clears things?

@noris @dylan

OK even more weirdness, with everything broken and no TIDAL content playing at all I restarted my core machine and then it started working again! Not only did the previously working content now play again so did the content that had been broken for weeks!

Hurrah I thought… at little prematurely as it turned out, I clicked through a few of the other albums and after about 5 minutes it all started to fail to play yet again… so I am back to square one again.

Anything at all you guys??

@ged_hickman1 that is a really good idea, I could also sign up for a new TIDAL trial account as well…