Rose Connection issues

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#1

Hello Madam Hello sir.

Since its release last year, I dreamed of buying the HiFi Rose RS520, seduced by the innovative approach via its large touch screen and the announced hi-fi quality.
The dream came true I bought an RS520 and I have been using it for over a month and a half.

Unfortunately I would like to express my disappointment for a device costing more than 3500 Euros.
The software of the RS520 pink hifi is not mature.
There is a connection problem with the internet network which is very disabling whether the ethernet connection is made by cable or wifi. Listening is very frequently interrupted.

My configuration and context is as follows:
1/ Latest software and firmware version of the RS520,
2/ No internet speed problem at home (fiber optic connection),
3/ Using TIDAL HIFI+ with my MacBook Pro works without problems (no listening interruptions),
4/ Use in Europe (France).

Defects observed with the RS520:
4/ Connection with TIDAL or web radios frequently interrupted (internet connection problem whether wired (RJ45) or wifi) and connection problem with the Rose_Connect application.

My problem is not unique, many complaints in this direction appear on your HIFI Rose site.

This is without a doubt a software/Firmware maturity issue of the RS520.

No need to invoke a reset or reload of current software/Firmware but please be honest with us, your customers: Be frank in recognizing the problem and reassure us by telling us that your technical teams are working on this defect and specify When do you expect a fix?

Thanking you for your sincerity.

Best regards.

#2

RezDeSol - I agree with you 200% ! ! !

I recently signed up to Qobuz but unfortunately I keep getting this message which Iā€™m sure is not a Qobuz issue:

ā€œROSE Server Connection Failedā€

My internet connection is fine. My laptop has no issues connecting to the internet via WiFi or Ethernet. My iPhone and iPad have no issues connecting via WiFi either so it is not my internet connection nor my Router.

What then is causing this and what is the fix for it HiFi ROSE?! My unit is now more of a CD Player than it is a Streamer!?!

ROSE Server Connection Failed-1
ROSE Server Connection Failed-13902Ɨ1247 662 KB

ROSE Server Connection Failed-2
ROSE Server Connection Failed-21242Ɨ2437 126 KB

ROSE Server Connection Failed-3
ROSE Server Connection Failed-31242Ɨ2300 207 KB

#3

Hello AudioMaxi,

Seems like the issue that RezDeSolā€™s RS520 has is different from your case.
I guess the date and time is incorrect for your Rose streamer.

Please go to Rose streamer and check date and time.
Go to streamer > Settings > Date and time > turn off ā€œauto set date and timeā€ > Set date and time manually, based on real date and time

We are working on this issue, expect it to be solved at the end of January - but the schedule may be changed depending on the side effects.

Best Regards,

#4

Hello RezDeSol,

Please check the email I sent you.

#5

ROSELOA,

Many Thanks for sharing this quick fix to the software issue that my HiFi Rose 150B encountered these last few weeks. The tip fixed it and I can now enjoy Qobuz once again. Iā€™m very pleased indeedā€¦ :relieved:

Iā€™ll be patient but I will be looking forward to the update that solves this issue as soon as it is ready. Big Thanks once again and I wish you and HiFi Rose All the Best for 2024! :partying_face:

Cheers! :beer:

#6

Hello I have the same problem. My Tidal application is unstable, it stops while playing a song. I have LAN cannection with 1GB speed. Other devices work fine . Can I downgrade the software or have you any sollution? I tried reset the application I did factory reset - nothing help. Please give me some help.

Best regards
Jacek

#7

Hello,

  1. When you meant by ā€˜unstableā€™, would you give me more details about how unstable it is?
    For example, the music stops completely and it doesnā€™t play anymore by itself? Or it stops for a second, but it plays again by itself?

  2. Whatā€™s your ROSE model?

  3. Whatā€™s the ROSE ID of your ROSE Streamer?
    (Rose streamer > Settings >System Info > ROSE ID)

  4. When you play other streaming services like Rosetube, does it have problem in playing the Rosetube just like TIDAL?

Best Regards,

#8

a song played from Tidal, regardless of its format and quality, jams after a few seconds (there is no buffer), after 3 seconds a song is played aganin. The situation have place non stop. I have rose RS 250. Other apps donā€™t have any buffering issues, Rosetube 4k - no problem, Apple Music no problem.

My rose ID is 0C8676

UNTIL THE LAST UPDATE I HAD NO PROBLEMS PLAYING MUSIC FROM TIDAL.
IS THERE A WAY TO FIX THIS? FACTORY RESET DOES NOT HELP, REMOVING THE APPLICATION DOES NOT HELP, LOWER TIDAL LICENSE - DOES NOT HELP

BEST REGARDS
JACEK

#9

Hi Roseloa,

I may have something similar: on my RS130, once in every while, say perhaps an hour, the music stops playing for about three seconds, starts again, than quits for maybe two seconds and mostly it happens again a third time after another few moments. Normally, I donā€™t use the display, but this afternoon, the above mentioned message ā€˜Rose server connection failedā€™ appeared. Afterwards, I didnā€™t see it again, thoughā€¦
Meanwhile, I followed your advice and set the time settings to manual. This was to no avail: the issue still persists.
In case weā€™re talking about the same issue as above, Iā€™m very much looking forward to the end of the month update you were talking about!
If not, please feel free to ask more specifics, so this issue can be resolved as well. Thanks !

Edit: can you also please explain why that server connection is required in the first place and how our customer data safety is ensured and protected?

#10

Hello @Jobbie ,

If you see the message ā€œRose Server Connection Failedā€, seems like itā€™s different issue from other people above.
The ā€˜date and timeā€™ setting is for the users who has ethernet connected properly, but cannot play streaming service at all. However, seems like you can play streaming services and thereā€™s interruption.

Can you tell meā€¦

  1. ROSE ID of your RS130
    (RS130 > Settings > System info > ROSE ID)

  2. Whatā€™s the network youā€™re using?
    (WI-FI, RJ45 ethernet, or fiber ethernet?)

  3. Does the issue occurs to TIDAL only like other people above? Or Rose Radio, Rosetube are interrupted as well?

  4. How is your network organized, maybe you use network extender?

  5. Whatā€™s the model name of your router?

  6. Whereā€™s your region?

Best Regards,

#11

Hello,

When you meant the last update, do you mean the Rose OS update: 4.15.12? (18th December)

#12

Yes after this instalation the problem started to appear

#13

Hi Roseloa,

Thanks for getting back so quickly!

Please find the answers to your queries below:

  1. 0E69EC
  2. My network consists of combined RJ45 ethernet and optical/fiber ethernet; No WI-FI.
  3. I currently donā€™t have streaming services like Tidal or Qobuz. Normally I use Roon. The issue also occurs when using a USB stick, (and after checking upon your request) Rose Radio, Rose Tube and Spotify (the issue seems to happen more often through these input channels).
  4. Network configuration: router > cat8 > switch LHY SW-10 > SFP (not SFP+) SM LC-LC OF > RS130
  5. Router: AVM Fritzbox 7590
  6. Region: The Netherlands

I will set the ā€˜date and timeā€™ setting back to auto, as it seems unrelated.

Hopefully above information provides helpfull clues to help resolve the issue.

Curiously awaiting next steps. Please keep me posted!

Kind regards,
Job

#14

Hello

I got my 520 recently and having similar problems. Is there any update on this issue.

Details
Rose ID: 0D2B51
Software: 4.19 (Official)

1 Like
#15

@anshuman77

I guess the date and time is incorrect for your Rose streamer.

Please go to Rose streamer and check date and time.
Go to streamer > Settings > Date and time > turn off ā€œauto set date and timeā€ > Set date and time manually, based on real date and time

First thing you need to do is restore the connection to Rose Server.

  1. Whatā€™s the network youā€™re using with your ROSE streamer? WI-FI or Ethernet?
  2. Would you try to connect your ROSE streamerā€™s network to your phoneā€™s hotspot tethering?
    https://support.apple.com/en-us/HT204023
    Check if you can play radio, rosetube with your hotspot tethering.
  3. If you can connect your streamer network to phoneā€™s hotspot tethering, maybe resetting the router in your place may help.
#16

Thanks

I have now made the date and time manual
My streamer is on wifi. The wifi extender is within 1meter and other devices are working fine.
I will try and connect the streamer to tethering and see if that helps.

#17

Even with tethering the problem persists

#18

I have had the same issue with dropouts with Qobuz since Iā€™ve had my RS250 - tethering worked but an unacceptable solution - using Roon minimises it to a large extent but the issue still persists

#19

Some more Updates,
Based on Experiments found the following.

1> Roon Connect works very poorly when used with an android device with many disconnects and sometime refusing to connect totally. ( I was suing Samsung Galaxy S23 Ultra)
2> Roon connect works flawlessly on ipad ( busing ipad pro)
3> Apple music App misbehaves and disconnects occasionally.
4> Rose Tube, Spotify work flawlessly.

Am concluding that perhaps the Apple music App and Roon Connect for Andorid need some work.

#20

Whatā€™s ā€œRoon Connectā€?