Attempt to troubleshoot a customer's Nucleus issue (ref#7D2V8J)

[tom3 (Tom)]

Hi! What’s not quite right with Roon?

· Can’t reach my Server, remotes or ARC

Can’t connect to my Server, remotes or ARC

· Other ARC issues

Tell us what's going on

· Can I send you a picture ? I have a client who bought a ROON Nucleus from you and I do not know what he did ?

Tell us about your home network

· He has a Starlink with a Island Enterprise 10 gig router, unmamaged network switch and is hard wired

[alex_h (Alex)]

Good day @tom3 !

Can you please double check if Nucleus is visible within the network when powered on or has IP assigned ?

Is it possible to connect a display via HDMI to it in order to check if it’s alive ?

It should be also showing an ip address.

If you press “Need help finding your Roon Server?” option on the laptop and enter Nucleus’s ip, would it bring any result for the customer ?

Thanks!

Regards.

[tom3 (Tom)]

thanks - I figured it out, client unplugged the network cable from the network switch - Thanks