Hello @gilles_Dantu
Gilles, we pulled the logs from your Nucleus One and the answer is clear. This is not a Roon problem, and the work you have already done on the Nucleus was not needed.
What Qobuz is telling us. Every failed sign-in gets the same answer back from Qobuz itself:
401 Invalid username/email and password combination
That is Qobuz rejecting the email and password, not Roon failing to reach Qobuz. Each of those requests completed in under a third of a second, so your Nucleus, your switch and your internet connection are all doing their job. Tidal working confirms the same thing.
One sign-in did work. On August 20 at 11:00 in your local time, the sign-in succeeded and your Qobuz library synced completely: 55 albums, 786 tracks, your playlist and your favorites. That is the moment you described as the problem clearing on its own.
It then stopped about four hours later. At 15:20 the saved session was refused by Qobuz and Roon was signed out. Every attempt since then has been rejected with that same message.
So the account works with the Nucleus. Something about the password being sent after that point is not what Qobuz expects.
One question, and it is the important one. Did you change your Qobuz password again during the afternoon of August 20? If you did, that would explain this exactly: the change would end the session that was working, and Roon would then be sending the old password.
Please try this before anything else. Open a browser and sign in at
using the exact same email and password you are entering in Roon.
If the website refuses it too, the problem is with your Qobuz account and Qobuz support are the ones who can fix it. Please also check there that your subscription is active.
If the website accepts your password, please clear Roon’s cache before trying again. This clears the stored Qobuz session, which is what was refused when Roon tried to reconnect on its own. It does not touch your library, your playlists or your settings.
- In the Nucleus web interface, please stop Roon Server:
https://kb.roonlabs.com/RoonOS_web
- On your Mac, open Finder and connect to
smb://NUCLEUSONE/Data, using Guest as both the username and the password. Full instructions are here:
https://help.roonlabs.com/portal/en/kb/articles/database-location
- Open the
RoonServer folder, then Cache
- Move everything inside
Cache to your desktop. Please move it rather than delete it, so we can put it back if needed
- Start Roon Server again from the web interface, then try signing in to Qobuz
If the sign-in still fails after that, please tell us and we will take it from there.
Two things worth checking while you are there. Please type the password by hand rather than pasting it, since a pasted value can carry an invisible space at the end. And please confirm the exact spelling of your email address, including capital letters, because one of the attempts we can see used a slightly different version of it.
And please stop reinstalling. Reinstalling the Nucleus operating system and resetting the Roon database cannot affect this.
