· TIDAL favorite artists disappear after synchronization Hi Roon Support, I’m helping a customer who is experiencing a strange issue with TIDAL favorite artists in Roon. In TIDAL → My TIDAL Collection → Favorite Artists, approximately the first 30 artists are missing. Artists further down the alphabetical list are displayed normally. The interesting part is that the issue is reproducible: - The missing artists are still present as favorites in the native TIDAL app. - If we log out of Roon and log back in, the missing artists appear again. - After approximately 5–8 minutes, they disappear from Roon again. - They remain present in TIDAL throughout this process. This makes it look as if Roon initially retrieves the complete TIDAL favorite-artist list, but when the subsequent/background TIDAL synchronization takes place, part of the list is removed or replaced with incomplete data. The Roon Server is running on a Rockna Wavelight Server (WLS). We have seen reports in the Roon Community of similar TIDAL synchronization issues, so I wanted to check whether this is a currently known issue. Please let me know if you would like us to provide logs, screenshots, account information, or perform any additional tests. Best regards, Daniel
We’ll need access to the user’s RoonServer logs (contained within the database “Roon Server/Logs” folder) in order to inspect why the server is churning through the Tidal library and deleting recent syncs.
Depending on your preference, we can either:
troubleshoot here on Roon Commujity, if you’re able to gather these logs from the user and upload them here
move this to the dealer support channel, where we can support the user directly
Let us know how you’d prefer to proceed and we’ll follow up from there.
In the meantime, the user can try to restart RoonServer completely to allow for a hard sync with Tidal. Do you know if they have Background Work disabled in Settings → Library → Background Work?
The customer was here with the Rockna WLS. I can not access logs on the Rockna. I guess only Rockna can do this. We how ever noticed that when restarting the app on the customers Ipad temporarily fixes the issue.
If I should try to explain the issue as simple as possible.
1. It loses the content of the Artist, see photo 1 and 2. When we click on Adele ROON is not finding the content. Closing the app. Restarting it, fixes the problem for a while.
2. The desktop app on my MacBook Pro works perfectly. See photo 2 and 4. So the Rockna speaks to the desktop, but looses connection with Iphone and Ipad.
This is a dealbreaker for this particular customer. Who is about to sig a ROOM lifetime subscription.
If this was on your in-house RoonServer machine, we can gather diagnostics remotely on our end. We’ve taken this step so we can pinpoint the iOS browsing issues you described.
An intermittent connection loss or hang during browsing usually indicates that either the server can’t reach Tidal’s API, or your Roon Remote can’t reach the server.
There’s evidence of both issues in logs. We see generic network reset events to the Tidal API as well as Roon discovery services. This would affect browsing to Tidal. There are also disconnections between the server and several Roon clients on the network.
What is the make/model of mesh router you’re using in this setup? Try ensuring AP isolation/client isolation is disabled in the settings, if possible. We have a general guide for network optimization for Roon here.
Hi Connor, chiming in here, as i tried to advise Daniel yesterday.
This does not seem to be a network issue, it occurs both at Daniels store location as well as at the customers home.
It ONLY affects the Tidal integration in Roon, from this rather awkward way of browsing:
Menu->Tidal->My TIDAL->Artists - View More
In this view, one cannot click any of the first page artists after a few minutes, you are met with the Roon-squiddy pulsating when you try and view the bio of Adele, as an example.
One remedy is to restart the app, it will work for a few minutes.
Another working way is to go:
Menu->Artists->Adele and the Artist bio is shown immediately, with albums and discography from TIDAL.
I think @Daniel_Hofmann could clarify which account and server is used for Roon as well as TIDAL on the server in question? So making sure that Connor is seeing the correct logs.
