Track Unavailability in Playlist for 'Only Here and Nowhere Else' by Snarky Puppy (ref#MVXTQU)

Support
1

Hi! What’s not quite right with Roon?

· Music won’t play or issues with my library

Music won’t play or issues with my library

· Streaming tracks greyed out or unavailable

Tell us what's going on

· I am having issues with individual tracks in playlists showing as unavailable; this week it's "Only Here and Nowhere Else" by Snarky Puppy. When I click the album in my library, the entire album shows as unavailable and playback stops after skipping a few tracks. When I search in Roon and select the album, it plays. When I then add that track to a playlist, I have the same "not available" issue. I can also access and play that track via Tidal itself, but not via Roon Arc.

Tell us about your home network

· Ubiquiti Dream Router

2

I have tried restarted, reinstalling my ROCK. I have logged out of Tidal. I have created a new (non-Tidal) playlist with the same issue. I can play the album when I select a non-library version in the version tab, but if I add a track from that version to a playlist it no longer appears.
It’s also different tracks each week. This week it’s Snarky Puppy, last week it was Buena Vista Social Club.

5

Hello @Phil_Brady ,

Thanks for reaching out. I am able to reproduce the same behavior on my end with that track, I’ve forwarded your report to the team to look into this.

1 Like
6

Is this thread going to close tomorrow if I don’t reply?

7

Hey @Phil_Brady,

No, it’ll stay open, so you’re all set! Threads will auto-close after a week of no activity.

If we don’t hear back from the team by then, we’ll manually re-open the thread to share updates with you. Thanks, Phil! :folded_hands:

8

Hi @Phil_Brady,

This track is now available in Roon from Tidal’s API per our internal testing. There were upstream infrastructural issues affecting Cloudflare, streaming services, and Roon’s own servers during the timeframe of this report, so we wanted to check to see if you were still seeing this problem.

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Hi @connor, I’m still getting “This track is not currently available on Tidal” when attempting to play it, either from a playlist or by going to the album’s page. I’ve restarted the Core, endpoint, and remote device.

If I click on “versions” on the album page and select the other version of the album, it will play. When I then add a track from that (playable) version to a playlist, I get the “This track is not currently available on Tidal” issue on that playlist.

10

Hello @Phil_Brady

Thank you for the update.
Would you kindly clarify whether you have the “Playlist Improver” notification for that particular playlist?

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I do not, on that playlist.

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Hey @Phil_Brady,

Thanks for the reply. Let’s see if manually clearing your cache helps:

  • 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

Thank you!

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Done, and still giving me the “not available currently on Tidal” error.

14

Thanks for giving that a try @Phil_Brady, we’ll need to investigate a fresh set of Roon Server logs from your ROCK for further analysis.

Can you please use the directions found here and send over a set of logs to our File Uploader? Once logs have been uploaded, please let us know so that we can check the server for your files, thanks!

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Okay, I’ve uploaded them.

17

Hi @Phil_Brady,

Thanks for taking the time to upload logs.

Here’s what we see: this track was queued on the Cyan2/Bliss Zone but had been stuck at 0:00 for several days.

On 3/3, requests to Tidal’s API to initiate the buffer download and start playback returned a 404 from their servers. This also occurred on the album details page for the associated album at an earlier date. That status code will always trigger the “not available” UI in Roon at the track-level because the URL associated with the track isn’t reachable from Tidal’s servers.

The condition didn’t persist, though. Shortly afterward, Roon successfully reached Tidal and began playback on the affected track:

03/03 19:25:06 [Local 03/03 11:25:06] Trace: [Cyan2/Bliss] [Lossless, 24/96 TIDAL FLAC => 24/96] [100% buf] [PLAYING @ 0:04/6:44] Only Here and Nowhere Else - Snarky Puppy / Metropole Orkest / Jules Buckley / Michael League

From the logs, it appears this ROCK reaches Tidal intermittently. The unit is also not responding to our diagnostic servers, which could indicate a common underlying network blockage.

Do you have any network-wide firewalls in place? It’s also worth checking that a reliable DNS service is assigned in your router. We recommend Google (8.8.8.8) or Cloudflare (1.1.1.1).

We’ll watch for your response. Thank you!