Qobuz library sync

[Peter_Hafkamp]

A Qobuz resync deleted all Qobuz albums from my pulsar library.
Rebooting the Pulsar and logging out and back in from Qobuz doesn’t solve the problem.
My Qobuz favourites are still present in the Qobuz app.
Running sense 3.0.3

 

[DanCollier]

Just renewed my Qobuz subscription. Received confirmation email and the Qobuz web site shows that it’s active. The Qobuz app suggests that I have no active sub and need to subscribe. Immuos Sense also suggests I’ve no active sub.

In all instances I have logged out and logged back in i.e. Qobuz site, Qobuz app and Qobuz account within Sense. Have resounded Qobuz multiple times. Have done this multiple times today but both the Qobuz app and Sense suggest I’ve no active sub. Have also rebooted the Zenith logged out and in again and still nothing.

Anyone else? Suggestions?

Hi,

This is not totally relevant to this thread topic, however it sounds like your Qobuz account has authentication issues. This is especially so if their own app says your account is not active. Check the "my streaming plan" page on the qobuz website.
I suggest reaching out to them regarding your account issues.

 

[mikehughescq]

Hi,

This is not totally relevant to this thread topic, however it sounds like your Qobuz account has authentication issues. This is especially so if their own app says your account is not active. Check the "my streaming plan" page on the qobuz website.
I suggest reaching out to them regarding your account issues.

Hi Dan,

As per my post, the web site shows an active sub but the Qobuz app and Sense do not. Have already reached out to Qobuz but their initial reaction is that their app will refresh in due course and the Sense issue may be separate as any sync is not dependent on the app. Obviously I’ve no idea if that’s accurate or not.

Mike

 

[DanCollier]

Hi Dan,

As per my post, the web site shows an active sub but the Qobuz app and Sense do not. Have already reached out to Qobuz but their initial reaction is that their app will refresh in due course and the Sense issue may be separate as any sync is not dependent on the app. Obviously I’ve no idea if that’s accurate or not.

Mike

If you create a free trial with another email for example and login, does it immediately work fine? If so, then it suggets an issue with your account not authenticating.

 

[mikehughescq]

If you create a free trial with another email for example and login, does it immediately work fine? If so, then it suggets an issue with your account not authenticating.

Will try that at some point tomorrow. Would help if Qobuz were contactable but they’re basically invisible to their users. A chat bot which reluctantly passes you to a human who simply never appears. Love the service. Really not a fan of the total lack of customer service. It does them no favours.

 

[DanCollier]

Will try that at some point tomorrow. Would help if Qobuz were contactable but they’re basically invisible to their users. A chat bot which reluctantly passes you to a human who simply never appears. Love the service. Really not a fan of the total lack of customer service. It does them no favours.

You can email them, I believe their support email is support-help@qobuz.com or support@qobuz.com
I found this number online too.

• +44 330 808 4460
  For English speakers

 

[mikehughescq]

I found that email address in my inbox after a previous sub issue. We shall see…

 

[pending]

Just renewed my Qobuz subscription. Received confirmation email and the Qobuz web site shows that it’s active. The Qobuz app suggests that I have no active sub and need to subscribe. Immuos Sense also suggests I’ve no active sub.

In all instances I have logged out and logged back in i.e. Qobuz site, Qobuz app and Qobuz account within Sense. Have resounded Qobuz multiple times. Have done this multiple times today but both the Qobuz app and Sense suggest I’ve no active sub. Have also rebooted the Zenith logged out and in again and still nothing.

I did note that when I logged out of Qobuz within Sense, rebooted the streamer and logged back into the streamer I’m getting two requests to authorise credentials not one. No idea if there’s any significance in that?

Anyone else? Suggestions?

You might try updating your Qobuz login password.

Over the years when I've encountered similarly odd behavior (with other connected platforms, not Sense + Qobuz) sometimes resetting my password has solved the issue.

 

[mikehughescq]

You might try updating your Qobuz login password.

Over the years when I've encountered similarly odd behavior (with other connected platforms, not Sense + Qobuz) sometimes resetting my password has solved the issue.

That’s interesting. I’ll give that a shot as they’re not exactly in any hurry to contact or resolve.

EDIT: Nope. Made no difference at all except that the Qobuz app now throws up errors in relation to the new password whilst Sense bizarrely lets me login without using the new psssword. Something seriously screwy going on.

 

[pending]

That’s interesting. I’ll give that a shot as they’re not exactly in any hurry to contact or resolve.

EDIT: Nope. Made no difference at all except that the Qobuz app now throws up errors in relation to the new password whilst Sense bizarrely lets me login without using the new psssword. Something seriously screwy going on.

That is truly perplexing. Apologies if I made matters worse. I hope Qobuz resolves this soon.

 

[mikehughescq]

That is truly perplexing. Apologies if I made matters worse. I hope Qobuz resolves this soon.

Definitely not worse in any respect. It does get more interesting though.

I have two issues to raise with Qobuz. One is that my sub reverted to 30 second clips on the 24th when the sub was not up until the 25th. I’ll have that extra day please. The second is the failure of the Qobuz app and Sense to update the sub expiry date after renewal to 2026. My intent was to ask for my sub to be extended to cover the period it’s supposed to have been active since renewal.

However, today I powered up my DAC and amp to see whether Qobuz might be working regardless and… it definitely is. Very odd.

 

[mikehughescq]

I should of course note at that this point that Sense doesn’t in fact show an expiry date, It shows the last sync. Weirdly Qobuz via Sense is now working fine.

Qobuz app should be showing that I have a sub and it does not. Sense allows me to play music but the app does not. App does 30 second clips so if I use Qobuz Connect instead of Sense integration I can’t play music.

Email response from Qobuz is shocking.

“Perhaps there is a bug on the app.”

Erm…

 

[Stephen Healy]

Odd - perhaps a deletion of the Qobuz app and reinstall, then re-login of the account might re-authenticate and solve the problem on the native Qobuz app?

 

[mikehughescq]

Done all that @DanCollier. Qobuz have now conceded something odd is going on and have escalated the issue. I clearly have a valid sub, it works fine within Sense but the Qobuz app simply won’t accept that I do.

 

[DanCollier]

Done all that @DanCollier. Qobuz have now conceded something odd is going on and have escalated the issue. I clearly have a valid sub, it works fine within Sense but the Qobuz app simply won’t accept that I do.

Strange one indeed, at least you can continue to listen in Sense however

 

[Afghan Vet]

This is very interesting to me as well. I was a happy Qobuz customer - using the service through Sense and the Qobuz app. Sub’d in 2021 - active account since then. I recently updated my phone from iPhone 12 to 17Pro - had to log in to the Qobuz app again - used the username (email) and password on my excel spreadsheet - the app did not give me an opportunity to log in, just create new account.

Qobuz in Sense working fine. I tried all those things (delete app, re-download, reset password, tried to find a working phone number, got frustrated with bot, emailed multiple times).

Finally got a person to email back and forth with - even multiple screenshots - it wasn’t seemingly possible to adequately explain the issue. He states that he can’t see my subscription from 21DEC2021 - he can only see the brand new one. Of course they just charged my CC on 22JAN2026 for the subscription. He stated that the problem lies with Innuos Sense app. I sent an email to Innuos and immediately received a thorough reply (including a link to this thread), and he stated clearly that in 2021, I created a Qobuz account / subscription on the web or in the app, then in Sense, hit ‘Login’ for Qobuz to get that streaming service that was created outside Sense to integrate with Sense.

At this point, I have a decision to make. 1) Cancel Qobuz and switch to Tidal or 2) Cancel Qobuz and cast Spotify to the Zen Mini (yuck!). I really want to use Qobuz in the app on my phone - I travel a lot, so I want Qobuz (my Playlists, etc.) available - and I use the Qobuz app to connect to my car audio system when I’m not using the Zen Mini in the car. The challenge with both of those options is having Qobuz cancel the subscription if they say they can’t ‘see’ one. I can potentially do something in my CC to stop the payment, but that is messy.