Clients crash but Nucleus+ works well ( web interface )

Support Nucleus Support
1

I thought I had it solved, but it occurred again .
From all OS X machines and the iPad .
First Client starts and directly shuts down again .
Second the Client starts and the black Window freezes …
Nucleus+ Serial #94C691158F16
Version 1.0 (build 227) stable
Version 1.7 (build 710) stable
Version 1.0 (build 12) stable.
OS X Mojave 10.14.6
iPad OS 14.3

I already installed the Roon OS new .
Any suggestions ?

2

Hello there , may I get any help here ?
Where is the support on that ?

3

I find it very annoying to buy a peace of equipment for 2.5oo € and a lifetime subscription for Roon without any support . Speaks for itself so far . Does anybody care ?

4

I’m sure support will get back to you as soon as possible. Note that they generally don’t work on weekends (which is when you posted your support query).

6

Sorry for the delay from the weekend, @Horst_P_Beck!

Would you kindly use the directions found here and send us over a set of logs using a shared Dropbox link? Thanks!

7
8

Thx for taking care btw .

9

hi, i tested back and forth, its iTunes and Roon .
While iTunes running first, Roon will start, crash without comment .
The OS X displays the usual crash message .

Starting Roon the second time, the black “Quote” Window appears, then Roon freezes .
If you now try to quit iTunes , that freezes also .

Both dead, no restart or Onyx (https://www.titanium-software.fr/en/onyx.html)
iTunes will work again, Roon not .

Then I start Onyx (lifesaver as always) restart, all new .

Rgds hpb

10

Hi @Horst_P_Beck,

In the logs on the Nucleus things look okay — Can you also send over logs from the macOS device? That should have a bit more information about what is triggering that crash on that machine.

11

Hi, thx .
I tried that this morning after starting the Mac mini .
All well . Till now . Crashed again . I am pretty clueless .

12

Hello @Horst_P_Beck, my apologies for the confusion. For the mac, could you please use the directions found here and send us over a set of logs in that same dropbox folder? Please let me know when you’ve had a chance to do so!

13

Hi, they are in the same Folder …
2 x Roon Logs
2 x Mac Logs named Crash1 and Crash2 .
;- ))

14

Hello @Horst_P_Beck, on the mac in question, could you please do the following?

  1. Go to the library
  2. there should be a folder called “Roon”
  3. In that folder should be another folder called “logs”
  4. In the logs folder you should see several files that start with “Roon_log”

Screen Shot 2021-01-21 at 3.23.17 PM
Screen Shot 2021-01-21 at 3.23.17 PM1764×1096 332 KB

There should be different log files in there from the ones you’ve uploaded so far, please let me know if you have any questions or don’t see them.

15

Hi, thank you . So far I have send logs from the nucleus+
I just uploaded the logs from my Mac in /user/library/roon

16
17

Hello @Horst_P_Beck,

So we can provide the team a better idea of what exactly is occurring during the crash, we are hoping you can provide the logs directly from the Mac. Please see the following steps:

Open Console.app (this is part of mac os x. You can command-spacebar and then type “console” to find it).

Then go into the “User Reports” section, and see if you can find any Roon crashes in there.

For any crashes, paste the contents into a text doc and then send that file over to us here so we can take a look.

image

Please let me know when you’ve had a chance to upload those files, thanks!

19
20

Hi there , thx for the effort .

i uploaded all files to :

In addition dropbox link is above .

21

Hello @Horst_P_Beck, and thanks for uploading that information! I have sent it over to the QA team for further review and will return once I have their feedback!

23

Hello Nuwriy, thx again for helping .
rgds hpb