Frequent freezing and crashing on Nucleus One with streaming services (ref#19HVAO)

Support Nucleus Support
1

Select your Nucleus model from the list below

· Nucleus One

I'm having trouble with my Nucleus hardware

· Other

Select the option that fits best

· The Nucleus boots up and I can connect to it in the Roon app without issue, but I have a question about configuration/storage/attached devices

Describe the issue

I purchased a Nucleus One about two months ago and I'm experiencing frequent freezing and crashing. The device will become unresponsive and require a power down and power up to begin working again. I do not have any music stored on the device. I use it primarily with Qobuz and streaming radio. To the best of my knowledge the device is running the latest firmware.

2

How many Qobuz tracks are in your Roon library?

3

Not much, around 1500.

4

OK, sounded like possible out-of-memory issues, but now with so few tracks

5

Hi @ataylor,

Thank you for your report. The team will activate more verbose logging - at your convenience, please reproduce the issue in the meantime, and reports should automatically reach our servers over the next 24-48 hours. We’ll investigate the root cause and comment here as soon as we have more information.

What do you see in the Nucleus Web Admin page - are there are obvious warnings? Share a screenshot here if that’s easiest. Thanks!

6

Working well this week of course :person_shrugging:

Starting to think that the node from my google mesh that the Nuceus is connected too want overheating.

7

Hi @ataylor,

I’m glad to read that the Nucleus is working well right now. It looks like our automatic diagnostics weren’t able to reach your Nucleus. 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!