Unavailable tracks in Roon with KKBOX (ref#S3SIAA)

[Yuan-Hung_Tsai]

Hi @noris

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

My KKBOX region is Taiwan.

[Yuan-Hung_Tsai]

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

[vadim]

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!

[benjamin]

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!

[connor]

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:

Missing albums from Roon library when using KKBOX (ref#PQ4IMV)

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 · Roon version: 2.67 Streaming service: KKBOX Recently, I noticed that many albums which were in my library just suddenly disappeared, and it seems like the missing ones are those albums where I added only partial tracks to my library. For example, I remember I added only one track, Acquiesce, from O…

and here:

Loss of 'date added' info for KKBOX albums in Roon library (ref#X788WU)

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 · Roon version: 2.70 Streaming service: KKBOX The "date added" info of the albums I added from KKBOX to my library can be lost. This issue was first found in https://community.roonlabs.com/t/missing-albums-from-roon-library-when-using-kkbox-ref-pq4imv/321015/10 when we were dealing with the "missing a…

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.

[connor]

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!

[Yuan-Hung_Tsai]

Hi @benjamin,

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

Thanks

[Yuan-Hung_Tsai]

Hi @connor,

I do not rely on any VPNs to use Roon.

Thanks

[Yuan-Hung_Tsai]

Hi @connor and @vadim ,

“RoonServer_yuan_hung_tsai.zip” was just uploaded.

Thanks

[connor]

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.