Official Qobuz Issues Thread

[AnotherSpin]

Contacted Qobuz customer support from Qobuz app menu last Saturday. No reply at all. As per now there is a notification in support's chat window which tells: "not seen yet" in reply to my messages... So I can not listen to  Qobuz at home since last week. Does anyone know how to reach them?

[Jud]

13 minutes ago, AnotherSpin said:

Contacted Qobuz customer support from Qobuz app menu last Saturday. No reply at all. As per now there is a notification in support's chat window which tells: "not seen yet" in reply to my messages... So I can not listen to  Qobuz at home since last week. Does anyone know how to reach them?

 

@David Craff - This man has to worry about staying out of the way of missiles. Please don’t let him have to worry about this as well. I and his other friends here would very much appreciate it if Qobuz customer service could make this a priority. Thank you!

[AnotherSpin]

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.

[The Computer Audiophile]

3 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.

Thanks for the update. 
 

If the Qobuz message would’ve just said your IP address is blocked, you would’ve had usable information. 

[AnotherSpin]

Just now, The Computer Audiophile said:

Thanks for the update. 
 

If the Qobuz message would’ve just said your IP address is blocked, you would’ve had usable information. 

 

They didn't reply since 6th Jan. There is still 'not seen yet' on customer support contact form. 

[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.

[AnotherSpin]

1 hour ago, Richard Dale said:

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.

 

I think it's reasonable to expect Qobuz support to at least respond during 5 days after the initial contact. I've been using my ISP service for a number of years, and I've had no reason to distrust their assurances that everything is fine on their end. 

[Jud]

2 hours ago, AnotherSpin said:

 

They didn't reply since 6th Jan. There is still 'not seen yet' on customer support contact form. 

Disappointing. I’m very pleased you managed to work out a solution on your own.

 

Your ISP’s charge for a static IP address is a lot less than my ISP’s! 😄

[The Computer Audiophile]

2 hours ago, Richard Dale said:

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.

 

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. 

[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.

[AnotherSpin]

1 hour 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. 

 

My ISP support gave exactly that explanation. While talking to a specialist, we changed several dynamic IPs one after another, and none of them made it possible to use Qobuz. That is, the ISP's entire block of dynamic addresses was blocked. And, as the specialist said, some of the users of dynamic IPs probably did something that could cause such a result.

[austinpop]

Very interesting! So if you do something nasty and get blacklisted, the next guy who gets assigned your address by your ISP's DHCP server could get blocked without knowing why? I had never thought of that scenario.

 

So as a best practice, pony up the extra cost and get static IP from your ISP? And how do you first check if that static IP address is "clean?"

[The Computer Audiophile]

1 hour ago, austinpop said:

Very interesting! So if you do something nasty and get blacklisted, the next guy who gets assigned your address by your ISP's DHCP server could get blocked without knowing why? I had never thought of that scenario.

 

So as a best practice, pony up the extra cost and get static IP from your ISP? And how do you first check if that static IP address is "clean?"

 

This is one site that will give you an indication if something is going on with an IP and identify if it's anonymous etc...

 

https://scamalytics.com/ip

[The Computer Audiophile]

2 hours ago, Richard Dale said:

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.

 

Amazon has nothing to do with blocking IP addresses that use its customers' services. 

[Jud]

4 hours ago, Richard Dale said:

it could gradually poison a whole block of addresses used by an ISP

 

Yes, that is what happens, and often not gradually.

[AnotherSpin]

12 hours ago, austinpop said:

Very interesting! So if you do something nasty and get blacklisted, the next guy who gets assigned your address by your ISP's DHCP server could get blocked without knowing why? I had never thought of that scenario.

 

So as a best practice, pony up the extra cost and get static IP from your ISP? And how do you first check if that static IP address is "clean?"

 

Yes, and even more. If somebody done something nasty, the whole block of ISP IPs may be blocked. 

 

ISP service gave me static IP for testing free of charge for couple of hours. Few minutes were enough, and I subscribed for it.

[Jacco]

Qobuz Android just completely stopped showing or playing any tracks. Can still play on OS X. Tried killing the app and restarting, still nothing. A bit hesitant to clean cache and other data. Is this just me, or is something going on at Qobuz? Using Qobuz Beta by the way.

 

Edit: clearing the cache + restarting the phone seems to work. Bug reports sent to Qobuz, hope they can figure out why this happened.

[111MilesToGo]

I just updated my Qobuz iOS App to version 7.8.1 published in the AppStore today. The version that does the announced log-out, requiring a login again "to improve security", and promising to not lose the imported music.

 

Awfully enough, the app‘s answer to logging in again is "An error occurred. Please try again later."

 

DEAR QOBUZ FOLKS, PLEASE RECTIFY THIS IMMEDIATELY - MY PATIENCE ISN‘T GOING TO LAST LONG.

 

I‘ll try and find the place to file a complaint to customer support, too.

 

(Sorry in advance in case I am doing s.th. wrong right now.)

[111MilesToGo]

10 minutes ago, 111MilesToGo said:

…

 

DEAR QOBUZ FOLKS, PLEASE RECTIFY THIS IMMEDIATELY - MY PATIENCE ISN‘T GOING TO LAST LONG.

 

I‘ll try and find the place to file a complaint to customer support, too.

 

(Sorry in advance in case I am doing s.th. wrong right now.)

Too bad, the help website

https://www.qobuz.com/de-de/help/contact/

does NOT show the chat symbol in the lower right corner, at least not now.

 

… putting the worst emojis here …

[111MilesToGo]

4 hours ago, 111MilesToGo said:

Too bad, the help website

https://www.qobuz.com/de-de/help/contact/

does NOT show the chat symbol in the lower right corner, at least not now.

 

… putting the worst emojis here …

So I e-mailed [email protected], which I discovered in a Qobuz answer to a user comment on AppStore. Wait and see …

 

BTW, trivial test no. 1 has been done of course, I can log into my user account on the Qobuz website.

[111MilesToGo]

… continued. I did find the support chat bot to be alive now, at least in its machine incarnation. It says "we will be back in an hour". So strange for a service machine to adhere to business hours or whatever …

 

Anyway, I reported my issue also to the chat bot now. I think this is another instance of the notorious problems when trying to reach out to Qobuz customer service, reported here all tooooooo often. Thus, I feel sorry for reaching out to them via three channels, just a tiny bit sorry only, to be honest.

[David Craff]

2 hours ago, 111MilesToGo said:

… continued. I did find the support chat bot to be alive now, at least in its machine incarnation. It says "we will be back in an hour". So strange for a service machine to adhere to business hours or whatever …

 

Anyway, I reported my issue also to the chat bot now. I think this is another instance of the notorious problems when trying to reach out to Qobuz customer service, reported here all tooooooo often. Thus, I feel sorry for reaching out to them via three channels, just a tiny bit sorry only, to be honest.

 

Hi 111MilesToGo

 

For your information, we faced a DDOS attack on our servers yesterday 'around 7pm in France'. Service was interrupted for around 2 hours. This may be the problem you're experiencing.
If you still have problems, please contact me privately, and I'll see what I can do.

 

Regards

[111MilesToGo]

1 hour ago, David Craff said:

 

Hi 111MilesToGo

 

For your information, we faced a DDOS attack on our servers yesterday 'around 7pm in France'. Service was interrupted for around 2 hours. This may be the problem you're experiencing.
If you still have problems, please contact me privately, and I'll see what I can do.

 

Regards

Hi David, thanks a lot for your personal effort. I did receive statements from customer support to the same tune, which additionally stated that user data were not compromised. I had experienced the problem around 3am in Germany today.

 

I logged in again now, works well. Thanks!

 

Sorry for my strong feelings during the occurrence of the issue, but the coincidence of updating the app & failure of the login and the server attack indeed strongly suggested there might be problems with this re-login requirement.

 

All the best for you and the Qobuz folks, stay safe.

 

Kind regards,

111MilesToGo

[vitoruch]

On 12/4/2023 at 5:49 AM, David Craff said:

 

Hi

 

We'll be a few months late, but 2024 will be the launch year for Qobuz Connect.
We're already in contact with HiFi brands, and testing will begin shortly, but as it's a big project for a small team (yes, Qobuz is a small company) it's taking us longer than we thought.

 

Regards

Hello David, how do you do?

 

- Could you gently share with us any update you have over the Qobuz Connect matter, since early december, if you will?

 

Thanks for you kindness!

 

Regards,

Vitor

 

 

[David Craff]

1 hour ago, 111MilesToGo said:

Sorry for my strong feelings during the occurrence of the issue, but the coincidence of updating the app & failure of the login and the server attack indeed strongly suggested there might be problems with this re-login requirement.

 

In this case, we will do a rollback. And for all new release we launch them to a % of user before going to 100%

 

Thanks