Tidal no longer syncs

Have you posted a support thread?

FYI TIDAL has depreciated userid/ password login and replaced with OAuth which requires you to login using a web browser.

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Not sure what that means. Under Set Up/Services/Tidal if I log out, I shouldn’t log back in there? When you log in there it asks if you want to open Tidal in Roon, which I do.
So…you’re suggesting I do what, exactly?
Thanks. Appreciate any suggestions.

Thanks, I’ll give that a try.

Hello Patrick,

I am an IT support specialist and can help you with your issue.

Thanks

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Thanks Jerry. I don’t know if you read the whole thread about setting up Cloudflare or Quad9 as the DNS service. When I made inquiries with AT&T technical support, I got this:


I am baffled by the phrasing in that. “Act as a DNS”? and “use the server blocks”?
In searching the AT&T forums I came across this: “I have found that the router will not let you change DNS you can manual configure each machine or put another router in series.”
That’s why I found this to be over my head.
Appreciate any light that can be shed on this – thanks again.

Hi Patrick,
We could certainly do a remote screen share with TeamViewer and take a look.

Thanks

I suggest straightening out your network. Make sure your core is hardwired. I used eero mesh wifi.

Rarely experience a problem with Roon or anything else. If you have a weak router, or weak wifi connectivity, you’re going to have problems.

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Yes hardwired with Cat 6 industrial grade. The issue here, as stated several times in this post, is it all worked before. Worked fine. Then it didn’t. So…something changed in the software because I did nothing to Nucleus, router, internet service but Log on and play music —what was there on SSD or previously loaded by Roon/Tidal.
Now I can’t even add an album to a playlist IN ROON. Hmmmm…

How about removing and reinstalling? Something could have been corrupted. It’s a computer.

What changed is that Tidal altered their login arrangements as outlined by Martin above. Roon has implemented changes that cater for that, but your Nucleus may have gotten into a bad state.

The steps that @noris has suggested are relatively straightforward for someone familiar with computers and networking, but I appreciate that is not you.

Subject to any views Noris may have I wonder whether backing up your Roon database onto a USB stick, re-installing the Roon software and then restoring from backup might jolt your Nucleus back into a good state.

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Thanks – I’ll give this a try after work today.

Hi @Patrick_Hatten,

Thanks for reaching out to AT&T regarding the DNS change. I am not quite sure what they meant regarding the service blocks, so let’s take a look over our other options before making the DNS change.

You can certainly give this a try, here are the instructions on how to do this:

  1. Connect a USB drive to the Nucleus
  2. Perform a Backup of your Roon database to this USB drive
  3. Open the Nucleus Web UI
  4. Perform a reinstall of the Nucleus Operating System (top left-most button)
  5. Set the current Nucleus database aside:
  • Stop RoonServer from running in Nucleus’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 Database
  1. Restore the database from the backup you created in step #1

If the behavior is still the same following the database restore, I would verify if the same behavior occurs on another PC on the same network, you can use the instructions I outlined earlier in the thread to check this aspect:

Any questions or issues, just let us know and we can take a closer look, thank you!

Thanks – I’ll try that this evening unless I can get away from work. I also have a support ticket open with Tidal.

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So, followed all the above steps successfully through step 5. I can see from my desktop:


The new database generated and everything inside is populated as before.
I did not get to restore the database before this screen blanked me out:
“Remote Connection
Waiting for Remote Core
Roon is still trying to connect, but it’s taking longer than normal…”
Does this take some time?
I can no longer access the Web UI from my iPad.

Hi @Patrick_Hatten,

Thank you for following the steps!

On the iPad, can you please press the “Choose another Core” button? The Nucleus should be visible in the list after you press that button.

Okay, that worked. Everything is restored to its previous state. Not seeing Tidal updated yet, however – for the first time in a long time, at least my albums showed up in the Tidal section of Roon below Overview. Artists is still blank, but I’m going to give it some time as that is a hopeful sign. If nothing is happening by tomorrow, I’ll take up the offer of a Teamviewer session from Jerry Zigmont on this chain.
No word back from Tidal support. They were very responsive at first…
Thanks for the help!

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Hi Jerry. We’ve been trying a couple things here, reinstalling Roon and all that. There are some indications that this has worked (but probably won’t know until tomorrow).
However, I did download Teamviewer and I’m all set up on it.
Please let me know if you have time Tuesday or any other day this week.
Thanks!

Noris – I got in contact with Tidal and we did a new login and did the whole clear the cache maneuver again. It seems to have restored about 60% of the Tidal sync issues – some still spotty. Test albums came through to the Roon database but not the bulk of what I had entered over the last two months. If I have to enter that manually, no big deal.
So, I contacted AT&T support and they were quite surprised by how old my wifi router was and are sending out a new one – should be here by Friday – which they said will be able to switch to a devices preferences for static or non-static DNS. The tech looked at my Nucleus and said it will be plug and play.
So… fingers crossed!
I’ll follow up after that so we can close this out.
Thanks for your support.

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Hi @Patrick_Hatten,

That sounds like great news! Thank you for discussing this behavior further with TIDAL and once the new router is in and the DNS is changed, do let me know if it resolves the remaining album issues.

Once again, I appreciate your patience though this troubleshooting process and I am hopeful that once these changes are made, it will greatly improve your setup.

Do let me know how it goes, keeping my fingers crossed here as well!

Installed new router today. There was no change until I did the Tidal logout remove cache maneuver once again. Then everything synched for the last two months.
Success.
What Tidal recommends when there are sign-in/sync issues is to sign out of Tidal on all devices, then log out of Roon. Then reset password at: www.tidal.com/reset-password.
Next delete the Roon Cache…sign back in (restart) Roon, sign in to Tidal.
Might be worthwhile to add into the steps you had outlined above.
This issues is solved. Thanks for hanging in there!

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