Official Qobuz Issues Thread

[livepinkfloyd]

Since the last upgrade for the past month neither the app or web player works ( rev 5.8.0-b020). I've had many emails with Qobuz answering questions and supplying screen shots. I have 5,000 favorites and I can no longer play them, the app goes to a white screen and the web player takes about 10 mins to load and then can play no more than 10-15 seconds at a time, the iphone app seems to play just fine. Happens on multiple i7 machines and I have 200mb internet speeds - Tidal runs smooth. It appears this new rev cannot handle the number of favorites. I can go in and play individual tracks accessing them thru releases or artist under favorites but trying to do this under favorites>tracks always fails. I've asked to role back to the last rev while they work this out but they say no. Qobuz says they are working on it and they are "not like the big guys". Jeez I thought they were they seem to be the second largest and have better audio than Tidal. Its great that they have added a dark mode, etc. but if it can no longer play my favorites (in shuffle or not) I'm done. I'm cancelling my subscription at the end of the month and hope they push an update that addresses this problem. Would be great if Qobuz would notify me and let me know when the next rev comes out so I can test it. I continue to ask them if I come back will my favorites still be there or do I have to start all over again - they never answer that question. I have bragged about the sound quality to others and have had several friends join on my recommendation. 

[livepinkfloyd]

So you are having the same problem? Not so funny they sent me a marketing email the other day trying to get me to do the annual subscription. Sorry to hear that...

[livepinkfloyd]

So after several attempts to get Qobuz to answer my question both publicly (on this forum) and privately (support emails back and forth and a private message to David Craff)) no one has the courtesy or guts. Given the service no longer works for people who have 5,000 favorites like myself I have no choice but cancel the acct. Has anyone ever cancelled and then come back - if so did you lose all your favorite selections or were they still there? Trying to understand if the amount of time I've spent building my library is now a complete waste? I see thru LinkedIn that they are a REALLY small company - and yet they have managed to build the best sounding library on the net. Feels like if they had a better DevOps org I wouldn't be in this position. They don't seem to understand that this service is so far superior to the runner up Tidal that they could easy charge more than Tidal. Audiophiles and music lovers are willing to pay for what they want and as playback gear gets better more folks are catching on to the differences in quality btw 24/192 and 96k mp3. If they did they could afford to enhance the DevOps group and not push a rev that fails there most active users. Cheap services allow 10,000+ selections with no problem. The fact they will not allow users who are now essentially shut down the ability to role back to a pervious version until they fix the production one is poor judgment. At least for me it will be difficult to come back if I lose all my work to date. With tactics like these Amazon will come and eat there lunch. Am I alone in this view? 

[livepinkfloyd]

Those are some good points there. Today I emailed several execs thru LinkedIn to see if they have any idea what is happening in the field.  MQA turns out was a bad decision and that has slowed Tidal down. Qobuz has an opportunity, hope they recognize it and hit the gas - will post if I get anything back from LinkedIn. 

[livepinkfloyd]

If Tidal had gone the FLAC route and not MQA there would be no need for me to make an additional investment in a MQA DAC to get the SQ of Qobuz. If that was the case I wouldn't have spent the time and effort posting my experience and I would have just cancelled and continued my Tidal subscription and never looked back. I get that when Tidal made the MQA decision MQA was the new shiny object in streaming but we have learned since then. Yes files are smaller but it is not a lossless technology and you can clearly hear the difference played on top flight gear. If Qobuz can get it right I won't need Tidal - if Tidal would go FLAC and not MQA I don't need Qobuz. In short, had Tidal made a different decision you wouldn't be reading this and I wouldn't have searched out Qobuz. Tidal could have headed Qobuz off at the pass and I would have spent more $ with them - that is the slow down I'm referring to. I'm not making a market analysis statement - I'm just reflecting on one man's experience. 

[livepinkfloyd]

If you don't understand it is all about the customer you lose. Should I consider you the spokesperson for Qobuz? That was a really childish response as the founder...

[livepinkfloyd]

David Craff - After lots of typing by lots of people the simple question I asked has still not been answered -> If I leave until the service works when I return will my favorites still be there or do I start over? Did I miss your answer?

[livepinkfloyd]

Favorite Limits. Although there are no limits officially from Qobuz the latest Windows rev stops working with a large favorite list (5,000+). This continues to be the fact. Qobuz is aware of this and promises a fix in the next rev. Web player also chokes on a list of this size 95% of the time. I continue to patiently wait for this fix since this is the best audiophile streaming service in existence. I've tried them all Tidal comes in a distant second in SQ. I've learned that those of us who have spent considerable time and money amassing a library of this size will not lose the lists created if they cancel the streaming service but not the account profile. I've chosen to continue to subscribe to the streaming even thought I can't use it. I want to support the company as it goes thru growing pains. Can't do it forever but I want to give them a chance to get it right. I have yet to see another user mention this same problem - if you do have 5,000+ favorites and use the Win10 app I'd appreciate hearing about your experience. Thx! 

[livepinkfloyd]

@David Craff - Is there a way to move favorites to a play list without doing it one by one? still trying to concur the max limitation with favorites and thought if I cut the list in 2 that will suffice. what is the limit of favorites right now before the app/web player crashes? any eta on a fix and will you post on this board when a new rev is released? thx.

[livepinkfloyd]

Thx David-I was able to break the favs list down to 6 different playlists of 999 each. Pls post when the next rev is released if you would to this board. Back to enjoying the best SQ on the net. Rock on!

[livepinkfloyd]

@David Craff - I've noticed that in my playlists of 999 tracks the # of songs indicator in the lower right icon states 740? Am I missing the playing of 259 tracks in the shuffle? Thx!