Thanks for writing in and welcome to the community! In the future, for us to be able to better assist you, can we kindly ask that you submit a proper support ticket by filling out the questionnaire using the below link?
Please select the option that best matches your specific issue type, as this form was created to help diagnose issues while gathering information and it will allow the support team to be able to best assist with your specific issue type.
With that, we’re not seeing any Nucleus tied to your account - can you please use the directions found here and send over a set of logs to our File Uploader? Once logs have been uploaded, please let us know so that we can check the server for your files, thanks!
It may be worth reviewing your Device settings. Select the volume icon when the P5 is enabled > cogwheel > Device setup > Show Advanced > ensure you have the proper settings enabled for playback.
I’d also set up a temporary ethernet connection from your Nucleus to your router while we troubleshoot.