Tidal tracks not available in Roon but they are in Tidal

[Thomas_Unger (Thomas)]

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

Nucleus+ 1.7 build 571

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

LAN - Fritz!Box 7590

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

Kii Three Louspeaker w/ USB

Description Of Issue

Since a few days I can’t play songs from Tidal out of Roon. From any of my devices (iMac, iPhone,…). From the Tidal app it worked. The error message:

“This song is currently unavailable on TIDAL”
and simultaneously
“Too much interference. Playback has been stopped!”

[ged_hickman1]

Have you done any troubleshooting like rebooting everything?

[noris]

Hi @Thomas_Unger,

Can you please try rebooting your Nucleus via the Web UI + rebooting your networking gear as the first troubleshooting step? Where are you selecting these tracks from, is it by any chance from an exiting playlist? If you manually search for a track, are you able to start playback of TIDAL content that way?

[Thomas_Unger (Thomas)]

Hi Noris,

Thanks for your answer.

In the meantime I have rebooted the router and also the Nucleus+.

I even reset the Nucleus+ to factory settings and then restored the backup. Unfortunately the TIDAL error message remains (see photo):

The title is currently not available on TIDAL.

Too many errors. Playback is stopped.

Best Regards

Thomas

Add images

[noris]

Hi @Thomas_Unger,

I just tried playing this album on my end and it’s working without issue.
I have two further suggestions:

1. Please try clearing out your TIDAL cache:

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

2. If the cache clear does not help, can you please access your Nucleus logs via these instructions and upload a set to Dropbox / Google Drive?

[Thomas_Unger (Thomas)]

Hi Noris,
I moved the contents of the /Cache folder elsewhere and restarted RoonServer. It did not help. here You find the support Package:

Thomas Unger sent you 1 item

Thank You Thomas

[Thomas_Unger (Thomas)]

Hi Noris, will You have the Chance to look into my Tidal problem again, as Tidal is my prime source for Roon. Thank You very much Thomas
PS. Did You receive my support Package?

[noris]

Hi @Thomas_Unger,

Thanks for sending those logs over! These appear to be from the Mac controller, but no worries, I’ve also activated diagnostics mode for your Nucleus, and what this does is upload a system log from it.

I’m looking over the log report now and I’m noticing a few Name Resolution Errors. Can you change your DNS servers on the FritzBox? If so, I would suggest changing it to Cloudflare DNS, Quad9 or Google DNS.

You could also try a TIDAL cache clear as well:

• Stop Roon Server from running in the Web UI
• 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

[Thomas_Unger (Thomas)]

Hi Noris, Ive changed the DNS to Google and moved the Cache folder again. Roon Still does not work😩
I still get the error:
The title is currently not available on TIDAL. Too many errors. Playback is stopped.
What else can I do?

[noris]

Hi @Thomas_Unger,

Can you please share a screenshot of your Nucleus Web UI? It should look similar to this for reference:

[Thomas_Unger (Thomas)]

Here You go…

[noris]

Hi @Thomas_Unger,

Thanks for sharing that screenshot, it looks as expected. This is strange, because I’m still seeing Name Resolution Failures in your logs at the present time.

Can you please try to perform a full reboot (power off, wait 30 seconds, power back on) of your networking gear and Nucleus following the DNS change?

As a reminder, to ensure the clean power off of the Nucleus, please use the Web UI or press the power button only once.

[Thomas_Unger (Thomas)]

Hi John, I just dit a full reboot (power off, wait 30 seconds, power back on) of my networking gear and Nucleus following the DNS change. The the error remains.
the sensor is independent of the zone. I’ve added two images: 1. The zone of my speakers. 2. My iPhone as zone.

[noris]

Hi @Thomas_Unger,

Thanks for giving the full reboot a try. As for the next step, I’d like to know if a fresh database also exhibits this issue. Can you please use these instructions to perform this test?

• Create a Backup of your current Roon Database
• 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
• On the Roon Remotes, press “Use another Core” and connect to the new database

[Thomas_Unger (Thomas)]

Hi Noris, I don´t find the File “Roon Server” on my Mac. I I found is what You see on the attached screenshot.

[Mark_Chweh (Mark)]

I don’t know if this helps. I ran into a problem a while back where Tidal changed the internal IDs of albums/tracks. The music played fine on Tidal but my Roon server had the items under the old IDs and was unable to play any of it.

To fix it, what I did was remove the items from my Roon collection and then re-add them.

[noris]

Hello @Thomas_Unger,

The Roon database which I am asking you to try setting aside is the one on your Core, the Nucleus.
Since you have a Mac, I would locate the Nucleus from the side-bar or use the Connect to Server Feature (Method 2) to connect to your Nucleus:

Nucleus Core

• Using a Windows machine, open File Explorer and navigate to \\NUCLEUS\Data . You should then see the RoonServer folder.
• Using a Mac, open Finder and navigate to smb://NUCLEUS/Data . You should then see the RoonServer folder.

Be sure to replace NUCLEUS with NUCLEUSPLUS if you have a Nucleus+

Once you are in the Data directory of the Nucleus, you should see a RoonServer folder. It should look similar to below:

[Thomas_Unger (Thomas)]

Hi Noris,
I renamed the RoonServer File, see p

icture. The the error messages remain

[noris]

Hi @Thomas_Unger,

Thanks for giving the fresh database a try, this confirms that the issue is not related to the old database, and we can focus on what the other causes can be, the TIDAL account itself and the network.

Let’s test the TIDAL account first to ensure there are no issues here, you can do this by opening up the TIDAL web player (listen.tidal.com) from a web browser and logging in with the same TIDAL account from Roon, if playback of a full track works from there, the account is in good standing and we can move on to the network below.

As for the network - I was previously seeing some Name Resolution Errors in your logs, so as a test, I suggest we first create a Backup of your database and then, on your Nucleus WebUI try a manual DNS option, bypassing the router DNS:

@Thomas_Unger

Can you please try clicking on “Static IP” and inputting these manual fields? Basically we are changing the DNS server from pointing to the router to pointing to Google directly.

IP Address: 192.168.178.29
Gateway: 192.168.178.1
Netmask: 255.255.255.0
DNS Server: 8.8.8.8

Please note, when you assign a Static IP, the Nucleus will always try to use the same IP address, so it is a good practice to also set up a Reserved IP Address in your router configuration to ensure no other device gets automatically assigned the same IP address as the Nucleus (and thus losing communication with both).