Solved Qobuz - Resync removes favourites

Solved

Stephen Healy

Administrator
Staff member
Dec 21, 2023
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Kenilworth, UK
There has recently been a communications issue with the Qobuz service, resulting in saved Qobuz favourites of your library disappearing from Sense app after performing a Resync.
This happens regardless of which Innuos product and which firmware version you are running; the timing around 3.0.3 release is coincidental but not causal.
We are working with them to resolve and will resolve this Known Issue post when normal service has resumed.
 
For what it's worth, I do not do sync of Qobuz with my library because I do not necessarily want to see all my Qobuz albums in the library, but I do add Qobuz albums on a case by case basis to my library. I have not had any problem doing this on my Zenith Mk3 and my Zen mini Mk3 as late as this morning... As this seems to be a Qobuz issue, maybe we should see if the problem arises in specific countries or subscription type?
 
Another Friday, another batch of Qobuz releases that can't be tagged as favourites in Sense. It has been over a month since this issue was reported and we have little feedback on, what the issue is, what is the extent of the problem and is there a pattern to the Innuos equipment affected. It may be a Qobuz issue but early on there were reports of Innuos support being able to rectify problem by accessing the users system.
It would be helpful if Innuos could update us on these issues.
Hi Malcolm, I can only repeat that we have to wait on response from Qobuz side; it's not my place to reveal their inner technical workings and i would hope for the same courtesy from them if the roles were reversed.
We did a couple of initial remote sessions with the problem was first reported, but we were not able to resolve the problem, this was a process of investigation and diagnosis which led us to the conclusion that we're at today. In fact, i can tell you that Innuos were, i believe, the first manufacturer to report this issue to Qobuz - it took other brands much longer, but when they did it confirmed our findings. It is thanks to the quick feedback on this forum that we were able to relay back to Qobuz so quickly, so we appreciate the quick input from the community here.
If this were more of an Innuos 'in-house' issue there is probably a lot more i could say, but sometimes these situations arise when third-parties are involved. As mentioned before, I will report back as soon as something conclusive reaches me, but there simply has been nothing new to report this past week or so.
In terms of a pattern of affected Innuos equipment, the only one that I am possibly aware of is that you might not be affected if you only have a small amount of favourites, perhaps a few dozen albums. In that scenario, you might not be affected.
The only workaround for now is to go to Music -> Qobuz tab at bottom of page -> scroll down to bottom view your Qobuz Favourites categories. From what i understand, these should still work and display everything correctly, and if you add new favourites on the Qobuz app itself, they should be displayed here in Sense.
 
Hi Malcolm, I can only repeat that we have to wait on response from Qobuz side; it's not my place to reveal their inner technical workings and i would hope for the same courtesy from them if the roles were reversed.
We did a couple of initial remote sessions with the problem was first reported, but we were not able to resolve the problem, this was a process of investigation and diagnosis which led us to the conclusion that we're at today. In fact, i can tell you that Innuos were, i believe, the first manufacturer to report this issue to Qobuz - it took other brands much longer, but when they did it confirmed our findings. It is thanks to the quick feedback on this forum that we were able to relay back to Qobuz so quickly, so we appreciate the quick input from the community here.
If this were more of an Innuos 'in-house' issue there is probably a lot more i could say, but sometimes these situations arise when third-parties are involved. As mentioned before, I will report back as soon as something conclusive reaches me, but there simply has been nothing new to report this past week or so.
In terms of a pattern of affected Innuos equipment, the only one that I am possibly aware of is that you might not be affected if you only have a small amount of favourites, perhaps a few dozen albums. In that scenario, you might not be affected.
The only workaround for now is to go to Music -> Qobuz tab at bottom of page -> scroll down to bottom view your Qobuz Favourites categories. From what i understand, these should still work and display everything correctly, and if you add new favourites on the Qobuz app itself, they should be displayed here in Sense.
Not sure quantity makes a difference... I have over 480 Qobuz album favorites, of which some 400 are also in my Sense library...
 
Not sure quantity makes a difference... I have over 480 Qobuz album favorites, of which some 400 are also in my Sense library...
Good to know - in which case no, i would say there is no pattern in terms of Innuos devices affected. I added my Qobuz account to a ZENmini, a ZENith, a STATEMENT, a PULSE and a PULSAR to test the issue, and all of them worked perfectly. This suggests to me the issue must be on an account level.
 
Hi Malcolm, I can only repeat that we have to wait on response from Qobuz side; it's not my place to reveal their inner technical workings and i would hope for the same courtesy from them if the roles were reversed.
We did a couple of initial remote sessions with the problem was first reported, but we were not able to resolve the problem, this was a process of investigation and diagnosis which led us to the conclusion that we're at today. In fact, i can tell you that Innuos were, i believe, the first manufacturer to report this issue to Qobuz - it took other brands much longer, but when they did it confirmed our findings. It is thanks to the quick feedback on this forum that we were able to relay back to Qobuz so quickly, so we appreciate the quick input from the community here.
If this were more of an Innuos 'in-house' issue there is probably a lot more i could say, but sometimes these situations arise when third-parties are involved. As mentioned before, I will report back as soon as something conclusive reaches me, but there simply has been nothing new to report this past week or so.
In terms of a pattern of affected Innuos equipment, the only one that I am possibly aware of is that you might not be affected if you only have a small amount of favourites, perhaps a few dozen albums. In that scenario, you might not be affected.
The only workaround for now is to go to Music -> Qobuz tab at bottom of page -> scroll down to bottom view your Qobuz Favourites categories. From what i understand, these should still work and display everything correctly, and if you add new favourites on the Qobuz app itself, they should be displayed here in Sense.
Hi Stephen, Thank you for your reply. I wasn't asking or expecting Innuos to comment on the internal workings of Qobuz, I understand the importance of maintaining a good business relationship. It is for Qobuz users to draw their own conclusions about the reliability of Qobuz as a streaming service given the length of time this problem has existed without any communication from Qobuz.
My incorrect information regarding the Innuos 'fix' came via one of the Innuos FaceBook sites. My questions were directed to Innuos and you have answered them, thank you. I was, and still am, confused as to why this issue is not replicated on the other two music apps, Focal/Naim and DCS Mosaic, that I have access to.
Also thanks for the suggested workaround, this is something I haven't used and may prove helpful in the interim.
 
I have verified a successful resynchronization of a Pulse and a PulseMini.
Since several aspects and reasons of the problem have been discussed; I have just 200 albums, I am from Sweden and the error occurred when I tried to resync a week ago.

Just received a mail from Qobuz support saying the problem has been solved.
 
I was going to switch my geolocation from Sweden to Scotland (ref. @Malc. #49) by using VPN from my router to see if my resync failed from there. Unfortunately my VPN provider did not have any server in Scotland. I connected to Great Britain, but the VPN servers were only located in London and Manchester.

Maybe it would be interesting if someone still encountering this problem could try to connect Qobuz in another country where the resync is OK (if we still suspect the geolocation being an issue). Since Qobuz seems to utilize cloud services, I would guess it’s probably more of a regional “phenomenon” if any…

The resync is still alive and well for me in Sweden since October 4. (y)
 
The resync is still alive and well for me in Sweden since October 4. (y)

I also live in Sweden but my re-sync does not work, any added album in Sense from Qobuz is visable in "new music" but a re-sync removes them from "new music". My Qobuz account is British as I got that before Qobuz was available in Sweden.

But if I do like this what @Stephen Healy wrote the added albums are visable under favorite albums.

"The only workaround for now is to go to Music -> Qobuz tab at bottom of page -> scroll down to bottom view your Qobuz Favourites categories. From what i understand, these should still work and display everything correctly, and if you add new favourites on the Qobuz app itself, they should be displayed here in Sense."
 
Bonjour Stephen, Merci pour votre réponse. Je ne demandais pas ou n'attendais pas qu'Innuos commente le fonctionnement interne de Qobuz, je comprends l'importance de maintenir une bonne relation commerciale. Il appartient aux utilisateurs de Qobuz de tirer leurs propres conclusions sur la fiabilité de Qobuz en tant que service de streaming étant donné le temps écoulé depuis que ce problème existe sans aucune communication de la part de Qobuz.
Mes informations erronées concernant le « correctif » d'Innuos sont venues via l'un des sites Facebook d'Innuos. Mes questions ont été adressées à Innuos et vous y avez répondu, merci. J'étais, et je suis toujours, confus quant à la raison pour laquelle ce problème n'est pas reproduit sur les deux autres applications musicales, Focal/Naim et DCS Mosaic, auxquelles j'ai accès.
Merci également pour la solution de contournement suggérée, c'est quelque chose que je n'ai pas utilisé et qui peut s'avérer utile dans l'intervalle.
 
Bonjour,
pour ma part cette solution ne fonctionne pas quand même il est visible uniquement 5-10 % d'albums.
 
Not sure if this is related, but I noticed that the library is not always properly updated to take into account composers or artists with Qobuz albums. For example I have 2 albums with music by Agostino Steffani. But when I search his name, only the local library album shows up. This leads to the curious situation where when you click on the name of the composer in the track info of the Qobuz album, it goes to the composer, but does not show the album from which it came as being in the library...
This is definitely happening now with Qobuz albums. Searches for composers do not include Qobuz albums added since an unknown date...
 
Phew, good to have it all back, but… after a couple of resyncs it continues to insist that all those albums I added over the past month are not the most recent albums I’ve added. All the ones I added just before it broke are top. The most recent ones are down at the bottom of the page. A mess.