· All audio zones missing
· No, the issue is still the same even after a restart
· No, the issue is still the same even after a restart
· Nucleus/ROCK
Cannot connect to the server, over one hour waiting so far
Nocleus+, melco dela n1 streamer, melco s100 switch, helios weiss dac
Good day @Theophilo_Serur_Neto !
I hope you’re doing well today.
We’re sorry to see you face this issue.
Can you please let us know whether you were able to connect to your Nucleus before ? If so, has anything changed in your network settings before you lost access to it ?
As the part of troubleshooting we’d recommend you to do the following:
connect the keyboard and external display via HDMI to your Nucleus
turn the nucleus on
when it boots up → press Enter → enter “resetnetwork” → hit Enter
Try to connect again from your devices
Also, if you have any network complication (like network switches) we’d recommend to remove them for test purpose and try to connect again to the nucleus and confirm that the remote has the same IP range as the Nucleus (i. e. first 3 octets should be the same - 192.168.0.xxx).
Let us know please whether it is working for your nucleus.
Regards.
Hi, thanks for your quick return.
I did everything you told me to do, some pictures are attached.
I did the resetnetwork, then connected the nucleus directly to the router, without the switch.
But it’s still the same, it’s not a network problem, it seems that my nucleus can not load any of my info anymore.
Is there anything else I can do?
Regards,
Theophilo
Hello @Theophilo_Serur_Neto
Would you kindly let us know you have restored the backup on your Nucleus?
Please try the next steps:
Once done, please let us know the results with the clean database.
Hi, I did not store backup. I’d prefer if I could clean it all and once connected again, to restore from my Tidal and Qobuz accounts. Is it possible? How can I do that? Do I have to connect the Nucleus again using an external monitor and keykoard?
Hello @Theophilo_Serur_Neto,
Thank you for the update. It seems you are affected by the issue where the regional settings on the initial server use a different decimal separator than the Nucleus device.
In this case, there is no need to connect the Nucleus to a TV. To start from scratch, you can either:
Hi, I’ve already connected via WebUI and reset and reisntalled everything there. The problem persists. Now I’ve connected Nucleus with TV and keyboard but need your help from there.
Thanks for giving that a try! As a next step, let’s refresh the network settings on your Nucleus. Steps to follow below:
ENTERresetnetworkENTERLet me know if you’re able to connect afterward. Thanks! 
Thanks, but I’ve already did that and did it again now, but it didn’t connect.
Ah, my apologies for missing that @Theophilo_Serur_Neto!
If you haven’t yet, the best next step here would be to simplify your network chain.
Please connect your Nucleus via ethernet directly to your primary router, and bypass all other network gear. If you can, do the same for your Roon remote as well - then reboot your Nucleus and router, and see if youre able to connect.
Thank you!
Thanks, but that is not really a good choice. I need to discover where the problem is. My network is working fine with all other devices except Nucleus. I have a high end audio system and the Melco switch is necessary to reduce unwanted noises from the network. Can’t you remotely access my Nucleus and try to reboot it or find if it is working properly? Or guide me step by step using the keyboard and monitor?
Regards,
Theophilo
Hi, I did exactly what you asked me to. I’ve connected the Nucleus directly to my network, bypassing the switch. The same, it connected, WebUI ok, but could not access any of my files, neither Tidal nor Qobuz. Is there anything else I can do to make my Nucleus work again?
Thank you.
Hello @Theophilo_Serur_Neto,
Thank you for the update.
Have you been able to log in to your Roon account through the Roon Remote app?
Could you please attach a screenshot showing the current state of your Nucleus?
For reconnecting your streaming services, please refer to the guides below:
Hi, I am still unable to connect. Screenhots attached.
Hello @Theophilo_Serur_Neto,
Thank you for the update.
Could you please clarify the exact steps you have performed so far? Also, have you been able to see the Nucleus login screen at any point during this process?
This will help us understand the current state and guide you more effectively.
Hello @Theophilo_Serur_Neto - I have removed the screenshot of your Roon Account details - it’s not a good idea to post private information in a public forum.
Thank you. And sorry about that.
