TIDAL tracks skip and Roon Server slow with occasional force-quit (ref#XJWE7N)

Support
1

What best describes your playback issue?

· The queue is skipping tracks

What type of Zone is affected by this problem?

· *All of my 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?

· 8:40 AM Pacific 02/06 "Ich bin der welt..."; evening 02/05 Pacific entire Erin Morley album

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

· Generation 1 Devialet Phantom + paired Devialet Phantom Silver

Describe the issue

TIDAL tracks skip or won't play; Roon Server very slow to load and occasionally requires a force-quit and reboot.

Describe your network setup

High-speed internet with Sonic. Ethernet cable goes to router. Wireless connection to iMac/Roon Server (but TIDAL not local files are the issue). Networked Devialet Phantom speaers.

2

Some more context/history here. This has been a long-standing problem that keeps re-occurring and getting worse. Affects single albums streamed from TIDAL and long playlists.

  • I have turned off VPN. (Previously identified by Roon as a potential problem.)
  • I have force-quit the Roon and Roon Server from the Activity Monitor many times.
  • I have rebooted the computer many times.
  • Apartment is small with consistent/strong wireless coverage.
  • All three Phantom speakers equally affected.
  • Error messages in Roon say “TIDAL tracks slow to load / trouble loading” etc., leading me to believe that the issue is coordination between TIDAL & Roon, not the Roon Server and the speakers. I understand from previous Support tickets and Roon community chats that Roon must pre-load tracks from TIDAL to play them. I can play the same tracks from Tidal in the Tidal app, Tidal web browser tab, etc. with no issues.
3

Hey @Mark_Gibson,

We’d be happy to take another look if you could please bring your server back online; we’ll enable diagnostic mode for further analysis.

Thank you! :folded_hands:

4

Done! It’s online now and I’ll try to keep it on all day.

I’m in an open conversation with Apple about a separate issue (Tahoe OS seems to have started an infinite-indexing process which is crashing Finder), but I don’t think it affects this Roon/Tidal issue, or at least that’s my sense. I.e., this Finder issue is very new, and the Tidal/Roon issue is not. Roon is running fine now (except for the Tidal track skips), while Finder is offline.

5

Hello @Mark_Gibson

It would be useful if you could provide the timestamp when the issue happens today to pull the fresh diagnostic report and take a look at the issue directly.

Kind regards,
Vadim

6

Will do. Roon just played one TIDAL track successfully all the way through; I will wait for the next “skip” then post details here.

7

Hello @Mark_Gibson

We are in the standby mode.

8

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