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RE: Suggestions for Tidal Streaming problems caused by Internet Connection Problems

During the last several months, my Tidal Streaming service sometimes stopped playing for a few seconds and then started again.  In addition, sometimes, my Internet connection completed stopped working while listening to a Tidal album.  I re-booted my modem and router and everything worked but the Internet connection continued to sometimes drop.  It was driving me crazy.

On Saturday, I completely LOST my Internet connection on my MAC Computer.  I re-booted everything (twice) and still no Internet connection.  I called my Internet Service Provider (ISP) and they said the cable signal strength coming into my modem was incorrect (out of range) and scheduled a Maintenance Tech (Senior level, outside person) Service Call.  This is not the ISP normal service call.

The ISP Maintenance Tech arrived on Sunday and adjusted the signal strength for all their switching components carrying the cable signal to my home.  He then replaced the outside cable junction box (underground) for my neighborhood (3 homes including mine) since it was old and corroded.   He then replaced all the coaxial connector plugs on the cable from my wall plug to my modem and also replaced all the coaxial connector plugs in my outside cable box.   He noticed some of the wires were not straight so he rearranged the wires in my configuration both inside and outside.  Some additional adjustments were required on the outside cable junction box (fine tuning to get the require signal strength).  He was excellent and answered my questions on my configuration.  

When all of the above was done, he tested both the outside cable junction box and the inside signal strength to ensure all cable signals were in the required range (they were).   He then ran a speed test to confirm my upload and download speeds were correct (they were).  He made some additional minor cable and tuning adjustments and now everything is working fine.  He said if the cable signal strength is too high, or low, it will cause the Internet connection to drop its signal.  It has to be in its assigned required range.  

If you are experiencing Internet connection problems, the FIRST step to turn the power off your router, modem (take out the battery, if present) and remove the cable connection from the wall for 3 minutes.  To re-start, plug the coaxial cable back into the wall FIRST and turn on the power for all your devices.  This should solve most problems, but, if not, repeat these steps. You should also ensure the software in your router is current.  

If you are still experiencing Internet connectivity issues, you might need to call your ISP for assistance.  If needed, you might ask the Customer Support person to check the cable signal strength coming into your modem to help troubleshoot the issue. 

I probably should have called my ISP sooner but my Internet connectivity problems happened infrequently.   I was very lucky to have a very experienced ISP Technical person who knew exactly what was needed both inside and outside.   I hope this helps.
hgeifman
hgeifman OP
2,312 posts
 
@panda000, This is very confusing and I do not understand.  My Aurender N10 Music Server is woking fine and I have none of the drop out issues you mentioned above.  Of course, this is after I completed my various router and ISP changes I mentioned above.  And, after, I installed the latest Aurender software upgrade.

On the other hand, as you posted above, your Aurender N10 is dropping the Tidal signal AFTER you completed the latest Aurender  software upgrade.  AND, in addition, is working fine for your various other streaming service.  

I cannot understand why my Aurender N10 is working and your is not.  Your also stated above that "you have contacted Aurender support and they admitted the issue".   If Aurender has a software issue, you would think it would apply to everyone and not just a few.   I find it hard to believe that our N10's servers have different hardware but I guess anything is possible.  

I suggest you send Aurender another follow up email to support@aurender.com.  Please describe your issue, again (sorry), and reference the fact that "they admitted the issue".   Please ask them if they are working on the issue and when they expect to release an software update.  Please also state in your email that "you have no issues with other streaming services like youtube, Apple TV that require higher bandwidth".  I also send them an email referencing your issues several days ago.

Since you are having have no issues with other streaming services like youtube, Apple, this confirms, for me, that your ISP environment is okay.   You also mentioned your Aurender worked fine BEFORE the software upgrade.  I do not know, but I wonder if the Aurender software upgrade was installed correctly by the Aurender process (that was not under your control).  You might mentioned this in your email to Aurender.   

I have no further information on this issue and have no clue why you are having these drop out issues.  Please keep me posted and, if needed, I will email Aurender Support requesting their help.   We need to get this issue solved.   

If anyone else on Audiogon, has any additional suggestions, or comments, please post them.  Thanks..

hgeifman OP
2,312 posts
 
@panda000, I have been thinking about your Aurender issue after my above post.  Since we both have installed the “same” Aurender software upgrade and have experienced "different results", I am wondering if it is something else.  


The issue might (???) be caused by connectivity issues between the various boxes.  I do not know but have one more suggestion. Yes, it is a guess but might be worth a try.   The complete power down steps are:

1) Please turn off your Aurender N10 (complete power down) using the Conductor App on your iPad.  Once it goes off, unplug it from the wall plug for 2 minutes.

2) Remove the Conductor App from memory (just double tap the home button and then swipe up on the App to quit the App).

3) Turn off your modem and router for 2 minutes (unplug from wall plug).  Remove modem battery if it has one.  After the 2 minutes, turn on the modem first and then the router.

 4) Remove the Conductor App from the iPad.  Hold down on the icon until they jiggle then click X in upper left-hand corner of the Conductor App.  This will delete the App.

 5) Plug the Aurender back into the wall plug and start it up.  This process might take a few minutes.   Do not do Step #6 until the Aurender is fully booted up.

6) Reinstall the Conductor App from the Apple Store.  All your settings and data will be okay.  Go into Settings and connect your Conductor App to your Aurender.

 

Please test your Aurender and let us know what happens.   If your Aurender continues to experience Tidal drop out issues, please send an email tosupport@aurender.com.   Unfortunately, I am out of suggestions and am hoping the above works.  

I am still bothered by the fact that Aurender admits they have an issue.  If this is an Aurender issue, they need to provide us a solution.


keithjacksontucson
46 posts
 
my issue was resolved. But I have no idea why
Everything plays perfectly now.
I think it might have been a problem with my modem or router .
BTW, Aurender has the most helpful customer service people I'ver ever encountered.
ejr1953
921 posts
 
I have similar "pause problems" streaming Tidal on a Dell Windows10 Pro machine, thought it was the Windows or anti-virus updates, not Tidal, but maybe it's both?

Whenever I decide I'm going to use Tidal, I get the Dell up and running and leave it connected to the internet for quite a while (like an hour or more), so all the updates from Microsoft can complete.  That seems to make the situation better, but it's not solved the "pause problem" completely.

Since you are using an Aurender server, no Windows updates involved in that, so the next time I'm using Tidal, I'll post a support ticket with them.

Frustrating when this happens!
erik_squires
16,661 posts
 
Want to add a little: Apartment dwellers often suffer from excess amount of WiFi congestion. Too many routers in too close range competing for a limited number of channels.

Get a smart phone app. On Android I use Wi-Fi Analyzer, which shows me all the signals and channels so I can assess strength and competition so that I can move my router to an unused or, at least, less used, channel.

Oddly, I have a wifi router that spontaneously will jump off the ideal channel and hop onto a very congested channel instead. No idea why.
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