Tidal Not Showing in Music Services

Answered
MarkR

Any help would be much appreciated, Bluos support directly are unable to solve this issue and have marked my tickets as solved, when it obviously is not.

Every time I open the Bluos App, Tidal is missing, this requires me to add music service and log in to tidal again, problem solved temporarily as Tidal shows again.

However, when I close the Bluos app, re open again, tidal inconsistently disappears and I am required to log in again.

Problem occurred after the earlier of the 2 recent app updates.

Also when playing tracks from Tidal playlists, tracks play, but a different one on the playlist to that selected.

2

Comments

14 comments

Date Votes
  • Official comment
    Tony W.
    Product Support Manager

    Hi Mark

    We are looking into this issue and hope to resolve soon. In the interim, we recommend using TIDAL Connect so that you may continue to stream your TIDAL content to your Bluesound players.

    Here is what you can do in the meantime:

    • Select Help, Diagnostics and note the IP Address of the Player (any player will do) 
    • In a web browser on the same network as the Player, visit http://IP-ADDRESS/ where IP-ADDRESS is what you noted from the Diagnostics Page
    • If you are prompted 'This site is not safe' - it is - don't worry - select Advanced and proceed anyway
    • Select Music Services, TIDAL from the on board Web Control Panel
    • Log in to TIDAL that way
    • Wait a minute or two
    • Close and relaunch the BluOS App

    If TIDAL still no longer appears or TIDAL is not available form the onboard web menu, please send us your log file by selecting Help, Send Support Request in The BluOS App

    Thanks for your patience and understanding as we look for the root cause of this App problem.

  • Music Lovah

    I'm experiencing this also. I hope Bluesound can resolve it quickly

    0
  • Kornel Hoekerd

    Also suffering from this issue.

    1
  • J Daun

    Is this workaround supposed to be "sticky"? 

    Tidal is still missing for me every time I open the Bluos app. 

    I logged an issue ticket 1 week ago, including log file.   https://support.bluos.net/hc/en-us/requests/204020 

    1
  • Music Lovah

    Why can't Bluesound fix this? It is affecting multiple customers, it must be possible for the support guys to reproduce it.

    0
  • George Allen

    I also experience this. Not every time, but intermittently. When I go to Music Services/Tidal it shows me as logged in. I have to log out, log back in, then Tidal is back.

    1
  • Stefan Mehre
    • Edited

    What Generation are you on? are the player Gen2i oder Gen2 players?

     

    I had the same issue, so I went into Musikservices > TIDAL and logged out. Waited some time and went back to fill in my login data...

    Since that TIDAL is always in the sourcedrawer and was never missing again...

     

    This is on all Gen2i series devices PowerNode2i, Pulse Flex 2i, Pulse 2i and Pulse 2i mini.

    -1
  • Music Lovah

    This seems to be fixed after the latest device update!

    I started the desktop app (Windows) and sure enough, Tidal was not showing.

    I accepted the device update and Tidal reappeared even without updating the desktop app. After updating the desktop app nothing bad happened.

    Thanks, I hope this problem does not come back.

     

    0
  • Thomas McCarthy

    Incase anyone is looking this up...the problem is still on going. I'm using the bluesound node (3rd gen).

    0
  • John Macapagal

    Agree...problem still ongoing. When can this issue be resolved?

     

     

    0
  • John Macapagal

    With is on-going issue, I had my Tidal subscription canceled. No point keep it if I cannot play it in my Bluesound with my system. I do hope you fix this issue

    0
  • Stefan Mehre

    I believe the big problem with that is, that it‘s no general issue. For me TIDAL is there and working all the time on my 2i devices. Flex2i, PowerNode2i, Vault2i, Pulse 2i and Pulse Mini 2i. 

    Not shure if that could be a 3rd generation issue, a locale TIDAL issue …

    0
  • Music Lovah

    I had this problem at the time it first happened and then again recently, I think -3 desktop updates and maybe one or two device updates. Since then it has not reappeared.

    It feels like a regression, QA needs to do a better job.

     

    @John Macapagal, why would you cancel Tidal? They're are the victims in this, not the guilty party.

     

    Bluesound gets so many things right, has a wonderful UX, and the sound quality of the devices is a very good value.

     

    Yet there have been annoying bugs, and we still have no way to display the sample rate and bit depth of material played from streaming services. How hard can it be to clean up these items so that you get 5 stars instead of 4?

    0
  • Tony W.
    Product Support Manager

    Agree...problem still ongoing. When can this issue be resolved?

    Hi John

    There was an issue with this introduced in BluOS 3.10.0 which we quickly resolved in BluOS 3.10.3 - if you are continuing to have problems with TIDAL not appearing, please check your TIDAL login under Music Services in the Navigation Drawer of your App.

    If problems persist, Please select Help, Send Support Request so we may provide 1:1 troubleshooting for you.

    0

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