Unavailable tracks in Roon with KKBOX, Date Added Defaults to 1/1/1 (ref#S3SIAA) [Ticket In]

Support
21

Hi @noris

Yes, they are unavailable even if I o manually search.

My KKBOX region is Taiwan.

22

Hi @benjamin ,
Tried and it does not help.
What I did to reproduce the issue:

  1. Add a new album whose source is KKBOX to Library. At this moment the album could still be sorted by date added.

  2. Relaunch Roon Server. The sorting did not work. The date added information is missing.

Thanks

23

Hello @Yuan-Hung_Tsai

I have gone ahead and enabled diagnostics mode for your account and what this action will do is next time your Roon Server is active, a set of logs will automatically be generated and uploaded to our servers for analysis.

I wanted to reach out because I’ve been keeping an eye on our servers, waiting for the aforementioned diagnostics report.

For some reason it is not reaching our servers, even after I tried re-enabling diagnostics on your account. I also ran a quick test and I was able to submit a similar report from my setup here, so something else is going on.

So we can move forward, I was hoping for now you could use the directions found here and send them to our Logs Uploader Service and let us know after, thanks!

24

Hey @Yuan-Hung_Tsai,

Sorry to hear you’re still having issues. If you could, please update both Roon and Roon Server to the latest version 1680 and let me know if you still have issues.

Thank you!

25

Hi @Yuan-Hung_Tsai,

Your reports all have a pattern of data omission via the KKBOX API that doesn’t reproduce when you use the native app. We’re going to merge this thread with your other active posts here:

and here:

We’ll also escalate this to our team internally now that we have access to diagnostic logging.

Just to verify, do you rely on any consumer VPNs to use Roon? KKBOX’s content delivery might depend on geolocation, so we’ll need to know if you’re using a proxy to change region in any way.

We’ll follow up once we know more. Thank you for your patience.

28

Hi @Yuan-Hung_Tsai,

Our QA team has requested a copy of your Roon database to expedite this investigation. At your convenience and availability, please use these instructions to locate your Roon database folder, compress the “Roon Server” folder itself (.zip), and upload it here to our secure servers.

Alternatively, if you have a recent Backup of your Roon library, you can upload the Backup file instead to the same link.

Thank you!

29

Hi @benjamin,

I updated to the version 1680 and the same issue persists.

Thanks

30

Hi @connor,

I do not rely on any VPNs to use Roon.

Thanks

31

Hi @connor and @vadim ,

“RoonServer_yuan_hung_tsai.zip” was just uploaded.

Thanks

32

Hi @Yuan-Hung_Tsai,

Thank you for your patience. We’ll inspect this database with development and follow up as soon as we have a more definitive answer.

33

Hi @connor,

Just like to check if this ticket is still on track.

Thanks!

34

Hi @Yuan-Hung_Tsai,

Thank you for your patience.

The team has identified the problem has put a fix in the pipeline. We anticipate this will be resolved in an upcoming production update and skip Early Access testing.

Please keep an eye on the Roon Software Discussion > Software Release Notes sections, where we’ll announce upcoming releases along with the relevant bugfixes included.

We’ll mark this thread as “ticket in” accordingly.

35

Hi @connor ,

Many thanks for the update! Look forward to the next release.

Questions: will the date added information of my existing KKBOX albums (already in my Library) also be restored?

Thanks!

36

KKBOX tracks are unavailable in Roon even though they are playable in KKBOX

Hi Roon team,

I’m experiencing another issue with the KKBOX integration, following the previous issues discussed in this thread.

Some KKBOX tracks are currently shown as Unavailable in Roon and cannot be played.

However, these same tracks are still available and playable normally through the KKBOX native app.

My setup:

  • Roon Server: ROCK

  • Streaming service: KKBOX

  • Region: Taiwan

  • No VPN is being used

The problem appears to be specifically related to Roon’s KKBOX streaming authorization.

The error reported by the Roon Server is:

HTTP 403 — 40311001 — “Not authorized on user’s territory”

Roon then reports the track as:

NotAuthorizedForTerritory

This is happening with multiple KKBOX tracks, not just one particular album or song.

What makes this especially confusing is that I am located in Taiwan and the affected tracks are playable normally in the KKBOX app. Therefore, the territory restriction reported by the KKBOX API does not appear to match the actual availability of the content.

I have already provided the Roon Server logs to the support team separately.

Could you please check whether there is currently an issue with the KKBOX integration, particularly how the territory or authorization information is handled when Roon requests the streaming URL?

It would also be helpful to know whether this is related to the previous KKBOX catalog/synchronization issues reported in this thread.

Thanks!