Official Qobuz Issues Thread

[Richard Dale]

I’ve just bought a Sublime+ subscription with a billing address in Spain and it all works great here in Spain. Will I be able to use the same account when I’m in the UK?

[Richard Dale]

1 minute ago, firedog said:

It should work. You might have to login by hand on the web page.

There also may be some albums that won't appear in one country vs. the other. 

A VPN can also help deal with these issues.

OK, thanks. I don't want to use a VPN but I expect to login with my username and password in the UK. I wouldn't expect my subscription to fully work in somewhere like the USA, because of the very different copyright regime to Spain, but I was hoping that different parts of Europe would have a more compatible copyright regime.

[Richard Dale]

14 minutes ago, Muddy Walter said:

Be good if there was a simple way to check the service, a status page.

 

As far as I know the Qobuz service runs on Amazon cloud services and is very unlikely to have a single point of failure where this sort of status page would make sense.

[Richard Dale]

4 minutes ago, AnotherSpin said:

Problem solved, without the help of Qobuz, from whose support team I never got a response.

 

Perhaps someone else will be in a similar situation, so I will summarise the problem and the solution.

 

Qobuz stopped working properly on wifi internet network at home. There was an error message on the streamer app, laptop and smartphone, which noted VPN or proxy are not allowed. I did not use a VPN or proxy, neither now nor before. It was possible to open the Qobuz website or app, but playback didn't start.

 

The problem only occurred on my home wifi network, when using on other wifi networks or mobile data on my smartphone everything worked fine.

 

My ISP's technical specialist suggested that Qobuz most probably blocked my ISP's IP for one reason or another. I used a so-called dynamic IP, with was changing with each session after restart, within a packet. The whole IP packet was blocked. It was not possible to contact Qobuz to whitelist it.

 

My ISP offered to provide me with personal IP for an additional small fee, about $1.3 per month. That worked, the ability to use Qobuz at home was restored. What's more, it seems the personal IP improved my internet experience in general, the connection is more stable, etc.

 

Hope it may help if something similar occur.

Your dynamic IP address on your LAN returned by DHCP certainly wouldn’t cause your problem. It sounds more likely that your ISP is doing something dodgy. For instance, sometimes when you are using WiFi in a hotel the way it connects to the internet involves completely hijacking your internet connection in a very insecure and unsafe way, amounting to what is called a ‘man in the middle attack’. I don’t think it is reasonable to expect Qobuz support to debug that kind of issue.

[Richard Dale]

24 minutes ago, The Computer Audiophile said:

 

This has nothing to do with his LAN. It's his WAN IP address. Given that it was dynamically assigned, it's likely someone who previously used the address attempted something dodgy. Qobuz, or another service with a database of dodgy IP addresses, took note of the address or block of addresses, and now it can't be used to access services. Fairly common. I do this as well here on AS. 

 

Qobuz would have a hard time troubleshooting it, but it could've displayed a correct error message and no troubleshooting would've been necessary. 

That’s a good point and I was wrong thinking it was anything to do with the LAN. But my understanding is that Qobuz use Amazon hosting for their service and any blacklisting would be done by Amazon and probably be outside Qobuz’s control. Blacklisting dynamic addresses sounds a strange thing to do anyway as it could gradually poison a whole block of addresses used by an ISP.