Windows 10 Bluesound controller losing Tidal repeatedly

Answered

Music Lovah

• November 07, 2020 21:03

This has been working fine for me for a few years but lately when I start the Windows 10 Bluesound app, Tidal is not showing in my list on the left I can't access any of my Tidal content (favorites, playlists etc.)

When I go to Music Services it shows Tidal as logged in, but nothing works. I have to log out from Tidal and log in again, then things work normally. I'm not sure what causes Tidal to be lost but this is a new problem for me. I was not using the Bluesound app since the beginning of covid since I was stuck on a business trip away from my setup. So maybe the problem is not new but is new to me.

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• Official comment

  

  Sam R.

  • November 09, 2020 15:33

  Hello, 

  Please send a diagnostics log to our support crew via the app under Help > Send Support Request (log will be automatically attached) so they may look into this issue further. 

  In the meantime, if you have your TIDAL app and Bluesound player on the latest firmware, you may use TIDAL Connect from the TIDAL app to stream TIDAL to your Bluesound players. 

  Regards,
  Sam R.
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  Music Lovah

  • November 09, 2020 20:00
  • Edited

  Is there any confidential info in the logs? (credentials, external IP address, device serial numbers, MAC addresses, etc.)

   

  I don't know what it is but I'll look into Tidal Connect, I saw it is the only option for Spotify when I added it recently. Thanks.

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  Sam R.

  • November 09, 2020 21:36

  Nothing confidential included in the logs (the MAC Address of your Bluesound player is included in your log, but only that of your Bluesound player). 

  TIDAL Connect is very much like Spotify Connect, I find. 

  Regards,
  Sam R.

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• 

  J Daun

  • November 12, 2020 16:19

  Workaround in this thread may work for you:  https://support1.bluesound.com/hc/en-us/community/posts/360051253994

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  Music Lovah

  • November 12, 2020 17:40

  Thanks, that sounds like the problem I observe

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  Music Lovah

  • June 29, 2022 17:59

  I don't see a workaround in that thread, and the problem happened again recently.

   

  Please get the QA people if any to use the apps thoroughly. These kinds of regressions (something got broken, was fixed, and then broken again) really look bad.

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• 

  Mark T.

  Sr. Support Crew Member

  • June 30, 2022 11:51

  Hi Music Lovah,
  
  This is the workaround:
  
  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

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  Music Lovah

  • July 04, 2022 10:48

  Hi @Mark T.

  Thank you, but I don't understand what is accomplished by what you suggested.

   

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  Seppi Evans

  Hi-Res

  • July 04, 2022 11:28

  This way you are bypassing Windows and connecting directly to the hardware.

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  Music Lovah

  • July 04, 2022 11:47

  Yes but either way, as long as the credentials are set once, they remain until a Bluesound update breaks them. It is easier just to log in again through the UI.

   

  I don't see any advantage to the method listed here but maybe I missed something.

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