Unable to Add Songs to Library Despite Active Connection (ref#9CQ793)

Support
1

What’s happening?

· Other

How can we help?

· I'm having trouble adding music to my library

Other options

· Other

Describe the issue

Suddenly can’t add songs to my library. States Make sure your storage device is connected or check your internet connection and streaming service. Both of which are working fine.

Describe your network setup

Wired to server

2

Are you trying to add Tidal albums?

3

Hello @Con_Van_Vuuren.

Thank you for reaching Roon support.

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.

4

Yes, trying to add from Tidal.

5

Tried again at 8:32 MST. Same error.

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6

Hi @Con_Van_Vuuren,

You’re encountering a known and ticketed sync issue between Roon and Tidal. Please see here: https://community.roonlabs.com/t/tidal-content-not-synchronizing-in-roon-early-access-roon-build-avaliable-for-testing/298342/321

There is a fix in Early Access. It will soon be released into a public Roon update. You can move your RoonServer to Early Access to test the fix if you’d like: https://help.roonlabs.com/portal/en/kb/articles/roon-early-access-program

If you continue to experience this issue after migrating to Early Access, please post in the main tracking thread above.