Tidal & Qobuz Roon services inaccessible after Roon Server update to 1.7

Support
1

Core Machine (Operating system/System info/Roon build number)

Debian Stretch, AMD v1000
1.7 (build 500) stable

Network Details (Including networking gear model/manufacturer and if on WiFi/Ethernet)

SMC NETWORK GS8P - Wired

Audio Devices (Specify what device you’re using and its connection type - USB/HDMI/etc.)

USB vs. Nuprime DAC-10

Description Of Issue

Unexpected error loading album . Please Try Again Later . (Unauthorized)

===

Note: Roon Account from my OSX Roon Controller Setting report : Error retrieving account information

2

2 posts were split to a new topic: Trouble playing TIDAL content since update

3

Hi @Enrico_Barra,

Since experiencing this issue have you tried rebooting your Core machine?

Is this happening for all albums when you try to open them?

Are the TIDAL and Qobuz pages loading everything properly?

4

Hi Dylan …
sorry busy your time…

rebooted the world , recreated services account and so on…
all with version 1.6 working fine… I’m experiencing issue after 1.7 update this morning…

rollback to version 1.6 … ?

thanks for support

PS: experiencing high throughput on network machine running Roon Server on receive … Roon work for rescan local library … >100k file … low cpu… any way to attach some screenshot?

5

Hi @Enrico_Barra,

Can you share some screenshots of what you’re seeing?

6

51 57 47 54

30
301534×1065 40.6 KB
12
121543×1091 37.8 KB

when try to refresh Qobuz or Tidal on “what’s new page” an intermittent red flag flash and fast disappear at bottom of the page … Error loading page … check network …
but my network is working fine…

7

48
481297×924 28.5 KB

this is the account page on Roon Controller … mhh…

reload button don’t change anything…

8

Hi @Enrico_Barra,

Can you try clearing the cache and let us know if that helps?

  • Stop RoonServer on the Core
  • Find and open your Roon database
  • Navigate to RoonServer/Cache
  • Move the contents of the /Cache folder elsewhere, like your desktop
  • Try restarting Roon and verify if the issue still occurs
9

Hi @Dylan

moved /data/RoonServer/Cache to Cache.old
restarted RoonServer

/data/RoonServer/Cache
rwxr-xr-x 8 root root 4096 Nov 21 19:26 …
drwxr-xr-x 2 root root 4096 Nov 21 19:26 httpcache_2.db
drwxr-xr-x 2 root root 4096 Nov 21 19:26 sessions
drwxr-xr-x 2 root root 4096 Nov 21 19:26 httpcache.db
drwxr-xr-x 3 root root 4096 Nov 21 19:26 smc.db
-rw-r–r-- 1 root root 1305745 Nov 21 19:26 devicedb-prod.zip
-rw-r–r-- 1 root root 22 Nov 21 19:26 devicedb-prod.zip.etag
drwxr-xr-x 2 root root 4096 Nov 21 19:26 tidal_2.db
drwxr-xr-x 8 root root 4096 Nov 21 19:26 .
drwxr-xr-x 2 root root 4096 Nov 21 19:26 qobuz_1.db

Same errors…

10

Unauthorised my server , authorized my MacMini and reauth my server again and now it work fine…

I go to check what’s happen but … solved for now .!?@

thanks for support @Dylan !

11

Thanks for trying that, @Enrico_Barra.

I think the next step here is to enable diagnostics on your account so the team can take a look. First, can you reboot your Core machine, launch Roon, and then navigate to the TIDAL page and let us know the time you do so and see the error?

Thanks!

12

49
49767×410 22.5 KB

now I’m in this situation …
the unauthorize button don’t release the license…

14

Hi @Enrico_Barra,

I wanted to reach out because I’ve been keeping an eye on our servers, waiting for the aforementioned diagnostics report.

For some reason it is not reaching our servers, even after I tried re-enabling diagnostics on your account. I also ran a quick test and I was able to submit a similar report from my setup here, so something else is going on.

So we can move forward, I was hoping for now you could use the directions found here and send us over a set of logs using a shared Dropbox link.

15

Hi @Dylan

get the server logs here.

https://send.firefox.com/download/f6c6bf66ba523b12/#5n-AbbMFQVo2TKbG3ghswQServer Logs

16

Hi @Dylan ,
I’m behind hw firewall… but same firewall don’t influence the Roon Core on Mac… , Core on Linux machine don’t run any local firewall or hardening.

this is the log extract from host running Roon Server , I didn’t understood why some messages passes successfully and the broker response is: failed to auth

11/22 19:28:15 Info: [stats] 2611mb Virtual, 180mb Physical, 32mb Managed, 0 Handles, 57 Threads
11/22 19:28:20 Trace: [broker/accounts] Updating Machine Allocation machineid=b5d544e8-fcda-58b0-f4bb-15ebe77dd876 hwserial= machinename=rancher machinetype=Server
11/22 19:28:20 Trace: [fiveaccountserver] POST https://accounts5.roonlabs.com/accounts/3/machineallocate
11/22 19:28:20 Trace: [fiveaccountserver] BODY token=4274bc51-2ab7-4d37-86ec-c766ec5955e5&machine=b5d544e8-fcda-58b0-f4bb-15ebe77dd876&name=rancher&type=Server
11/22 19:28:21 Trace: Successful POST response from https://accounts5.roonlabs.com/accounts/3/machineallocate
11/22 19:28:21 Trace: [fiveaccountserver] GOT {“status”:“Success”,“licenseid”:“d15b6f89-a93e-42b3-b273-a0acdb2f7528”}
11/22 19:28:21 Warn: [broker/accounts] failed to auth: Result[Status=Unauthorized]
11/22 19:28:30 Trace: [roonapi] [apiclient 172.16.3.14:56288] CONTINUE Changed {“message”:“Updates query failed”,“is_error”:true}

17

Hi @Enrico_Barra — Apologies for the delay here.

I escalated this to our senior development team and received some feedback from them on what our next steps here should be.

First, if you have a Windows or Mac machine that you can temporarily use as your Roon Core, can you try updating it to 1.7 and let us know if you’re seeing the same issues?

18

Hi @dylan ,
no problem for delay hope you are doing well. , hopefully Mac mini with OS X catalina and Core Control updated to 1.7 works fine.

19

Hi @Dylan , same problem after 505 update…

any news?

20

Hi @Enrico_Barra,

Were you able to give this test a try?

21

yes it work with Catalina OS X …