Tidal playback stops or fails with "too many failures" error (ref#MMYORV)

Support
1

What best describes your playback issue?

· Roon skips entire tracks in my queue

What type of Zone is affected by this problem?

· *Network Zones* are affected.

Does the issue affect all file formats?

· The issue affects *multiple/all* file formats.

Does the issue happen with local library music, streaming service music, or both?

· *Only streaming* music is affected.

Please select the streaming service(s) with which you're encountering playback problems.

· TIDAL

Have you tried logging out and back in again to your streaming service in Roon Settings?

· Logging out and back in had no impact, the issue remains

Do you have an approximate timestamp of when the issue last occurred?

· 10:55 am (EST), album "Songs in A & E" artist: Spiritualized

What are the make and model of the affected audio device(s) and the connection type?

· Streaming through computer to JDS labs headphone dac, to Ollo headphones

Describe the issue

When trying to play tracks from Tidal either the track does not play at all or it plays first 10-30 secs and then stops/skips to another track. When trying to play an album, I get Roon notice "too many failures stopping playback". I have logged out and back in with Tidal (no change). Not had this problems before. Thanks for your help.

Describe your network setup

sonic transport roon server, connected to Asus modem routers

2

Hey @adavies3,

Thanks for taking the time to write in and share your report! Sorry to hear about your playback failures as well.

We were able to review a fresh diagnostic report from your Roon Server, and saw repeated playback failures relating to corrupt media - it doesn’t appear that your network is tied to the issue since the file itself was downloaded for playback properly, but the corruption occurred when playback was attempted.

As a first step in troubleshooting, lets see if clearing your Tidal cache from your Roon Server may help:

  • Stop Roon Server from running
  • Find and open your RoonServer database
  • Navigate to RoonServer/Cache
  • Move the contents of the /Cache folder elsewhere, like your desktop
  • Try restarting Roon Server via the WebUI and verify if the issue still occurs

Let me know if you continue to have issues after. With that, do you have any issues playing tracks from the Tidal app directly?

We’ll be monitoring for your reply, thank you!

3

Hi, thanks for the help. I followed your directions, (stopped the Roon server via WebUI) and then moved the RoonServer/Cache in my library. But I am still having the same problems. Songs in my playlist are not playing at all.

4

Hi @adavies3,
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.

5

Hi,

I think I figured it out, it was a problem with my account in Tidal (I needed to resubscribe - but it was not initially clear and they had not sent me any notification!). After doing that and logging out and back into the streaming service it seems to be working. Thank you for your help.

6

Thanks for letting us know!