Unable to log in to Qobuz in Roon after power outage (ref#8MKK2T)

[111103 (誠 渋谷)]

What is the operating system of your Roon Server host machine?

· Windows

What kind of device are you using to perform the login?

· Mac

Where are you trying to login?

· I can't log into Qobuz

Please try to restart your Roon Server by closing the Roon Server app in the taskbar (MacOS), task manager (Windows) or rebooting your Roon Server machine.

· No, the issue remains the same

Different device

· I cannot switch to a different device

Are you still facing the issue on the different device

· No, the issue remains the same

Record the timestamp

· I tried logging into QOBUZ again, but the result was the same and I still couldn't log in.

The time I attempted it was 17:31 Japan time (JST).

Describe the issue

After the power outage was restored and I launched Roon, Qobuz was logged out. I tried to sign in again, but I was unable to log in.
TIDAL and Dropbox remain signed in even after the power outage, and only Qobuz is having this issue.

For reference, when I go directly to the Qobuz website and log in, it works without any problem.
I then went back to the Qobuz website again and changed my password. After that, I returned to Roon and tried to log in using the new password, but it still did not work.

Even after these attempts, Qobuz remains logged out in Roon.
How should I deal with this issue?

Describe your network setup

Before answering your questions, I’d like to confirm something: the login issue is only with QOBUZ, while TIDAL logs in without any problems. Additionally, I am able to log in successfully on the QOBUZ website itself. The problem occurs only when trying to log in to QOBUZ through Roon.

In this case, should I still provide the information you asked for in your previous questions?

[vadim]

Hello @111103,

Thank you for the detailed explanation — that helps clarify things a lot.

As a first step, please try clearing Roon’s cache on the Roon Server machine:

Please follow these Ж

1. Exit out of Roon completely (make sure both Roon and Roon Server are closed).
2. Find and open your Roon database using this guide:
   https://kb.roonlabs.com/Database_Location
3. Navigate to the Roon/Cache folder.
4. Move all contents of the Cache folder to another location (for example, your Desktop).
5. Restart Roon and try logging into Qobuz again.

If the issue still occurs after clearing the cache, the next step will be to enable enhanced diagnostics on your account so our technical staff can take a closer look.

Before I do that, I’d like to make sure we capture the right data:

• Please reproduce the Qobuz login attempt one more time
• Note the exact time when the login fails (local time is fine)
• Reply here with that timestamp

Once you share the time, I’ll enable diagnostics and make sure we review the logs around that moment.

Thank you for your patience — we’ll take this step by step.