Brand new Nucleus One not connecting to DAC (ref#NKQ5PA)

Support
1

What’s happening?

· Other

How can we help?

· None of the above

Other options

· Other

Describe the issue

Brand new nucleus one, won’t put out and connect to dac

Describe your network setup

Direct connection from Verizon mesh router to nucleus

2

Hello @ls090919,

Welcome to our community!

We attempted to activate diagnostics for your new Nucleus One, but it seems the device hasn’t sent any data to our servers. Additionally, we noticed that it doesn’t appear to have an internal IP address assigned.

Could you please double-check that your router is assigning IP addresses correctly (via DHCP) and that the Nucleus is properly connected?

As a next step, let’s try resetting the network settings on your Nucleus. Please follow these steps:

  1. Connect the Nucleus to a monitor or TV using an HDMI cable.
  2. Connect a USB keyboard to the Nucleus.
  3. Power on the Nucleus and wait for it to fully boot.
  4. Press ENTER
  5. Type resetnetwork
  6. Press ENTER again

Let me know if you’re able to connect afterward. Thanks! :+1:

Kind regards,
Vadim

4

Hello @ls090919,

I wanted to update you on the status of the diagnostic report for your device. I’ve enabled diagnostics on your account and have been monitoring our servers, but it seems the report is not reaching us. Even after re-enabling diagnostics, I couldn’t see any data coming through.

I ran a quick test from my setup and was able to successfully submit a similar report, so it seems the issue is specific to your device configuration.

It looks like the problem might be related to the IPv4 and IPv6 DHCP settings on your router, which could be preventing Nucleus from connecting to our servers and starting playback. If possible, could you try temporarily disabling the IPv6 configuration on your router to see if that helps?

In the meantime, I’d also appreciate it if you could follow the instructions here to gather your logs and upload them to our Logs Uploader Service. Once you’ve done that, just let me know, and we’ll continue from there.

It also worth to mentioning that your device is brand new. We do not put any paper documentation or manuals to get it it is enough to scan the QR code inside of the Nucleus box or or by clicking on this link below : Nucleus One Quick Start Guide

Nucleus doesn’t have I2S HDMI output, that HDMI is a standard HDMI port, please try to plug Nucleus One in the regular HDMI port on your TV or Amplifier and check the behaviour again.

Thanks for your patience and cooperation!

Kind regards,
Vadim

5

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