Frequent connection drops with Nucleus One accessed via Mac Studio (ref#J8GTW0)

Support
1

What’s happening?

· I am experiencing freezes or crashes

How can we help?

· I am experiencing freezes or crashes

Other options

· Other

Describe the issue

Hello, I have just purchased a Nucleus One and have issues with my connection dropping frequently. The Nucleus is plugged directly into the back of my main router and i access Roon via a mac studio. My main router connected via a network switch and access point (ethernet connection from access point to mac) to my computer. I can very rarely listen to music continually as the connect drops and i have to reestablish the connection. Are you able to help?

Describe your network setup

BT modem/router - network switch to various access points - ethernet cable from access point to Mac TP link access points and switch

2

Hey @Gabrielle_Kane,

Thanks for writing in, and welcome to the community!

We’re not seeing a Nucleus tied to your account, could you please use the directions found here and send over a set of Nucleus logs to our File Uploader? From there, we’ll be able to take a closer look into what might be going on from the Nucleus specifically.

When you experience a disconnect, does the music also stop? Or, are you able to keep music playing, but struggle with getting your Mac to secure a connection to your Nucleus?

As a test, what happens if you bypass your additional network gear temporarily, and set your Mac up with a direct connection to your primary router, similar to how your Nucleus is connected?

With that, I would give your router a reboot, as well as your Nucleus (be sure to safely stop Roon Sever from running first) and let me know how things go.

We’ll be on standby for your reply! :raised_hands:

3

Hi Benjamin,

I upload the log file with my name.
The music with stop playing and i will get a note on not being able to locate server. Music will stop, server will reconnect and i can start to play the music

I have tried the reboot option with the same result

If you can help, that would be great

regards

4

Hi @Gabrielle_Kane,
Sorry for the mix up but it looks like you sent over the logs from your Mac. Can you please send the log files from your Nucleus? Thank you for your continued cooperation!

5

Hi Daniel,

Hopefully I have uploaded the correct files

regards

6

Hi @Gabrielle_Kane,
My apologies for the delay in responding to you. Thank you for getting those logs to us. I’m seeing a massive number of NetworkError traces. Did you try @benjamin’s suggestion?

7

Hello,

I have tried this and i keep getting the same issue of the connection dropping

8

Hi @Gabrielle_Kane,

It looks like you’ve sent over logs from your Mac running Roon Server, and not your Nucleus. We’re not seeing any Nucleus tied to your account, which is odd.

Can you confirm you’ve set up a direct hardwire connection to your primary router?

  1. Using a Windows machine, open File Explorer and navigate to \NUCLEUSONE\Data and use Guest as the username and password. You should then see the RoonServer folder.

  2. Using a Mac, open Finder and navigate to smb://NUCLEUSONE/Data and use Guest as the username and password. You should then see the RoonServer folder.

9

Hi ,

I have found the files… given the size, I cannot upload. Could you tell me which folder you require?

regards

10

Hi @Gabrielle_Kane,
There should be a logs subfolder. That is what we need.