Tidal CD quality tracks fast forward and rewind unavailable

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28 comments

  • Official comment

    Hi Kyle

    We are having a hard time reproducing your issue. Can you please select Help, Send Support Request so we can review your log file?

    We will be in touch via the request you generate

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    Kyle B.

    Here is the answer I received from a BluOS Support Crew Technical and Integration Analyst - Level 2 after sending support requests via the iOS and OS X apps:

    "Recently our Quality Assurance team have identified an issue with Tidal which pertains to fast forwarding and rewinding through the BluOS app.

    Currently it's not possible to use these features, however the QA team are working closely with the development team to resolve this problem as quick as possible."

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    Janis

    Any update on this issue? Its really unpleasant to use bluos with this issue. It worked before :(

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  • Hi Janis

    We have not been able to reproduce but do have more details. It appears the issue may be at TIDAL's end and is mostly affecting long time TIDAL/WiMP consumers who are using their telephone number rather than e-mail address to log into TIDAL. Please log out of TIDAL under Music Services in The App. Under Help, Diagnostics select Reboot. Once your player returns to ready (blue LED), log back into TIDAL but use your e-mail address rather than phone number as your TIDAL id.

    If problems persist, please select Help, Send Support Request and we will escalate - if you do not know the e-mail address associated to your TIDAL account (or forget your password), we cannot help with that so contact TIDAL Support.

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    Kyle B.

    Tony W. That is not my case at all. I’ve been a Tidal subscriber for just 3 months and signed up using my email as username. The problem persists. Your troubleshooting steps do nothing to resolve this issue for me. It is a known BluOS bug as I reported above. I’ve already sent a Support Request via the app on iOS and OSX. What more do you need? When will Bluesound fix this bug? Is it planned for the next release?

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    Janis

    Hi Tony,

    I'm not a long time Tidal user and not a long time BlueOS user, I purchased the device only 2 weeks ago and never used Tidal before. I did your recommended steps above and it did not solve the issue. FF and REV is still not available on CD tracks via Tidal. MQA and other tracks lower than CD quality work fine.

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    Sabrina

    I have the same problem. I am an old wimp member and followed your troubleshooting, but no sucsess... still no fast forward works....

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    Sabrina

    I recently changed my tidal password because I often got the message: tidal is in use on other location.... I suppose after that the problem startet??? 

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    Janis

    Can't really remember when this problem started, I only know that I had the error message "tidal is in use on another location" and that I renamed my Bluesound Node2i to a custom name. Not sure if any of these could be the cause. How to I remove a player and set it up again from scratch?

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  • Hi All

    If problems persist, please select Help, Send Support Request and we will escalate

    Thanks

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    Palle Mikkelsen

    I have the same problem, and I always use my e-mail address to sign in. The signing in and out didn't do the trick. I have already submitted a ticket.

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    Jim Adams

    I have the same problem. Bluos and TIDAL user for only 2 weeks. Same problem (no fast forward/rewind in TIDAL for CD quality only) on both iOS and Android Bluos apps. I have tried the signing and out.

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    Janis

    Suddenly it works again. Don't ask me why, I didn't change anything!

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    Jim Adams

    Yesterday it started working for me too. I didn’t change anything either!

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    Kyle B.

    It's still a problem for me using both the iOS mobile app and the macOS app. Fast forward and rewind doesn't work when listening to CD quality tracks on Tidal. So it's impossible to skip to the middle fo a 20 min long classical song. I've submitted diagnostic reports several times already. Please fix this! 

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  • Hi Kyle

    We have investigated this. In conversation with our Quality Assurance team and their conversations with TIDAL, the problem is at TIDAL's end. It affects CD quality tracks.

    Please logout of TIDAL in Music Services. Restart your player by selecting Help, Diagnostics, Reboot.

    Once your player restarts, log back into TIDAL but use your e-mail address rather than a phone number to log in.

     

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    Kyle B.

    Tony, your recommended solution doesn't work for me. I've followed your steps to the letter and there was no resolution to my issue. On top of that, I've never had a mobile phone number associated with my Tidal account. I've only ever logged in using my email address. As of now, this issue remains unresolved or unanswered. 

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    Kyle B.

    Please note this is not an issue when using the native Tidal app on my mobile phone. It's only an issue with BlueOS. 

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  • Hi Kyle

    We do realise that. TIDAL themselves have informed us this is a problem at their end regarding your account and which servers it attaches to and have asked us to redirect you to them. They way to resolve this issue according to TIDAL is to contact them.

    Thanks for your patience. 

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    Brian Santarcangelo

    Tony, any update on this issue?  Like many others that have reported this issue, I use an email address to log into TIDAL, not a phone #.  What I find odd is that we can forward & reverse MQA tracks but not Redbook tracks.

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    Brian Santarcangelo

    I noticed that a few of you (Janis & Jim) mentioned that fast forward/reverse on TIDAL Redbook tracks started working again.  Is this still the case?  For me using Android BluOs on my NAD M10, fast forward/reverse only works on TIDAL MQA tracks/

    Thanks in advance.  

    Brian ...

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    Janis

    @brian just listening to CD on Tidal via bluos and it still works for me.

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  • Hi Brian - what did TIDAL say?

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    Brian Santarcangelo

    Thanks for the update Janis.

    Tony, I wasn't aware that I should contact TIDAL.  What makes you think it's a problem with TIDAL?  My dCS Rossini DAC/streamer doesn't have any issues with fast forward/reverse of TIDAL Redbook & MQA tracks.

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  • Hi Brian

    Please see my post earlier in this thread from August 1st; 

    Hi Kyle

    We do realise that. TIDAL themselves have informed us this is a problem at their end regarding your account and which servers it attaches to and have asked us to redirect you to them. They way to resolve this issue according to TIDAL is to contact them.

    Thanks for your patience. 

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    Brian Santarcangelo

    Tony, I'll contact TIDAL today and will post their response.

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    Kyle B.

    I had a very frustrating experience with Tidal customer service. Their Tier 2 technical support kept saying this was a Bluesound/ BluOS problem since it only exists in the BluOS app. After explaining it many times and begging him to listen to me and read this thread I asked him to elevate me to a higher tier of customer support based on Tony W.'s claims that this was a Tidal problem. Both companies were pointing fingers and not taking ownership of the solution and it was really pissing me off! 

    Tidal told me to sign out and sign back in, steps I had already tried without success. The problem persisted. Then Tidal asked me to provide them video proof that the slider function was not working when listing to CD quality tracks. I was away for a couple days and when I returned to capture the requested video the feature was miraculously working. I have no clue what, if anything, Tidal or Bluesound did to correct this. But it's working... for now... at least on my mobile phone. I haven't had a chance to check it with the BluOS desktop app on my laptop computer yet. 

     

    Here is my annoying conversation with Tidal customer support:

    Kyle B.

    Aug 4, 6:57 PM EDT

    https://support1.bluesound.com/hc/en-us/community/posts/360032024693-Tidal-CD-quality-tracks-fast-forward-and-rewind-unavailable

    When streaming CD quality tracks from Tidal to my NAD C 658 via the BluOS Controller app I am unable to fast forward (FF) or rewind (REV) within the song itself. All I can do is skip to the next track or the previous track. So for a 20 minute song I'm forced to start at the beginning and listen through its entirety. It's like a damn 8-track!

    This is not an issue when listening to low-res or MQA tracks on Tidal. On those songs FF and REV is working fine. It's just not working properly for CD quality tracks. This is true whether using the BluOS OS X desktop app on my Macbook or the BluOS iOS app on my iPhone.

    Bluesound says this is a Tidal server problem and directed me to contact Tidal to fix this bug.

     

    Rosanna (TIDAL)

    Aug 4, 7:25 PM EDT

    Hello,

    I have handed your ticket on over to our Tech Support Team for further investigation and follow-up.

    Thank you in advance for your understanding and patience while we work toward a resolution.

    Best Regards,

    Rosanna
    TIDAL Member Support

     

    Chester (TIDAL)

    Aug 5, 12:01 PM EDT

    Hello,

    The TIDAL app no longer has the rewind and fast forward options, you can only adjust the progress of the track manually. If you this was available via your bluesound device, I advise you to contact Bluesound  Customer Support directly. They have developed the app that interfaces with TIDAL and will be able to further help you with this matter.

    Have a great day!

    Best Regards,

    Chester
    Technical Support Specialist

     

     

    Kyle B.

    Aug 5, 12:38 PM EDT

    This isn’t an issue with the Tidal app. It is an issue with listening to Tidal with BluOS app and not being able to manually drag the slider to go to a point in the middle of a song. It works correctly with MQA and low-res tracks. It doesn’t work with CD quality tracks.

     

    Chester (TIDAL)

    Aug 5, 6:05 PM EDT

    Hello,

    The slider that your having a problem manually adjusting, is this our TIDAL app or the BluOS app?

    Best Regards,

    Chester
    Technical Support Specialist

     

    Kyle B.

    Aug 5, 6:44 PM EDT

    The slider that’s not working is in the BluOS app. It only breaks when listening to Tidal CD quality tracks.

    Please get your people to talk to Bluesound people as they’re saying it’s your fault and that your people are aware of the problem and have talked to their tech people about it.

    Did you even read the thread I linked to on the Bluesound forum describing this problem in detail?

     

     

    Chester (TIDAL)

    Aug 5, 7:22 PM EDT

    Hello,

    This is not a TIDAL issue, because the TIDAL app works, you can not fast forward or rewind using the TIDAL app, this issue is the BluOS app, Bluesound will need to update their software.

    Best Regards,

    Chester
    Technical Support Specialist

     

     

    Kyle B.

    Aug 5, 7:26 PM EDT

    So why does Bluesound say that it’s a Tidal problem then? Did you read the thread on the Bluesound forum where Tony from Bluesound confirms that Tidal told him it’s a Tidal problem?

    I don’t appreciate the back and forth finger pointing here. I’m quickly losing faith in both brands.

    Please elevate my complaint to someone higher up in your customer service organization who has experience with this particular issue and has been working with Bluesound on it. You’re clearly unwilling or unable to assist me.

     

    Chester (TIDAL)

    Aug 5, 7:56 PM EDT

    Hello,

    I'll contact one of our engineers in the morning and see what he thinks, and if this issue is supposed to be handed over to them per Bluesound. I'll send you an update in the morning on what Engineering thinks should be done in this case.

    Best Regards,

    Chester
    Technical Support Specialist

     

    Chester (TIDAL)

    Aug 6, 10:06 AM EDT

    Hello,

    Our Development team says that there were changes made that should have resolve the issue. They request for the end user to logout and log back in and test your BluOS functionality.

    Let me know if this issue persist

    Best Regards,

    Chester
    Technical Support Specialist

     

    Kyle B.

    Aug 6, 11:13 AM EDT

    I tried that several times and it did not resolve my issue. I logged out of Tidal in BluOS, rebooted the NAD C658 running BluOS, logged back into Tidal as a music service and the problem persists. I was never a WIMP user nor have I ever logged in using my mobile phone number. I’ve only ever logged in using my email address as my user name.

     

    Chester (TIDAL)

    Aug 6, 11:50 AM EDT

    Hello again,

    Here is the reply from our development team:

    Ok, we have checked and it is like I said, the traffic for this user is on CDN that supports seeking for all the qualities.
    Ask him to record the video and provide tracks with the issues. If he already recorded video like few days ago, ask him to make another one today.

    I'll be awaiting your reply

    Best Regards,

    Chester
    Technical Support Specialist

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    Kyle B.

    I checked and seeking forward/backward in a CD quality track by dragging the cursor now DOES work on both my iOS (iPhone) and my macOS (macbook) BluOS apps. 

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