Failed to reboot Nucleus+ and cannot find Roon OS from MacBook (ref#XP9FHF)

Support Nucleus Support
1

Is Roon Server running?

· No, Roon Server is not running.

For Roon connectivity to work properly, both Roon Server and Roon Remote need to be turned on.

· I can't turn on Roon Server, I need help.

Describe the issue

I use a Nucleus+ as my Roon Core. I recently tried to reboot it using the web interface. The reboot failed and when I try to Find Roon OS, using a MacBook as a temporary core, I get this message "Failed to load device state (status: 0). Please refresh."

Describe your network setup

The Nucleus+ is connected to the network using a Asus Zen WiFi router, connected to LAN port.

2

So first question, Did you try rebooting it by unplugging it from mains power and then plugging it back in?

Second question, any lights active on the Nucleus power light or ethernet?

3

Hey @Paul_Li,

Thanks for taking the time to write in! A good next step would also be to plug the Nucleus into a monitor via HDMI, and power the device on (while still having it connected to your router) and share a screenshot of what you see.

If the screen is blank, that likely indicates hardware failure of somesort. In this case, you can get an RMA started via the typeform below. To do so, open the Typeform link below and select ‘Other’ followed by 'This issue is related to a physical component".

Typeform link : Nucleus Troubleshooting

Screenshot for reference:

Screenshot 2024-08-30 at 10.55.51
Screenshot 2024-08-30 at 10.55.51836×394 32.6 KB

We’ll be monitoring for your results. Thanks! :+1:

4

Yes - I have tried that several times. Each time I have left it unplugged for longer.

Most recently it was left unplugged overnight. This morning when it was plugged in again, the Nucleus+ is no longer showing up in Settings>Setup>Find Roon OS.

Power and ethernet lights always come back on. Nucleus+ also shows up as connected when I check the wifi router’s web portal interface.

5

Thanks. Will give this a try.

6

Can you post a screenshot of your Settings/general tab?
Like this:

image
image1218×446 48.2 KB

1 Like
7

Sounds good @Paul_Li, let us know how it goes! Our team doesn’t work weekends, so we’ll be back first thing Monday morning!

I see you’ve been able to get a temporary Roon Server setup on your Mac - I’m glad to see you’re still able to access some music in the meantime! :raised_hands:

8

Thanks for the input Benjamin. I have followed through the Troubleshooting link and hooked the nucleus up via HDMI. There was no signal. I gather I need to take the device into my local distributor.

1 Like
9

Thank you for your help. You will see from my reply to Roon that there is no signal coming from my device. I need to send it in for repair.

1 Like
10

Hey @Paul_Li,

Indeed this would be the best next step if you’re not seeing anything via HDMI. :+1: