Welcome to the Roon Community! We’re happy to have you here - it looks like there may be some confusion on the typeform and filling out the description of your issue? If you can, please let us know the troubles you’ve been having, it seems to be related to playback with Tidal content.
As a general good step in troubleshooting playback issues, I’d first suggest setting up a direct, Ethernet connection from your Mac running Roon Server to your router, and let me know how playback feels.
Thanks for reaching out. We’ve reviewed the RoonServer diagnostics that are automatically uploaded when a troubleshooting request is submitted, so there’s no need to answer the earlier questions again.
From what we can see, your primary RAAT endpoint is encountering server-side buffer overruns, which appear to be caused by unusually long round-trip times (RTT) on your network. In simpler terms, this means that network instability—whether due to WiFi or Ethernet—is preventing the endpoint from receiving audio data in a smooth and timely manner. When it does receive data, it sometimes arrives too quickly or in bursts the device can’t handle, which disrupts playback.
We’re confident we can help resolve this with a few adjustments, but we’ll need a bit more information about your network setup to proceed. As a first step, are you able to connect the device via Ethernet instead of WiFi, even temporarily? This will help us determine whether the issue is related to wireless performance.
If your concern is primarily account-related at this point, we’re happy to loop in the right team to discuss your subscription status instead. But if you’re open to a bit of troubleshooting first, we’d be glad to continue helping here.
Please try connecting the RoonServer machine via ethernet - just for now, while we are troubleshooting/testing. We want to pull additional diagnostics to see if this makes a difference.
We’d like to try to arrange the network such that you can rely on WiFi if you’d like, however. This will require us to make sure that some settings in your router aren’t managing the WiFi signal in such a way that RoonServer can’t sustain the connection Roon requires.
What is the make and model of router that you use? Knowing this information will allow us to make direct suggestions for which settings you need to change, so there’s less fiddling in settings on your end.
