Frequent reboot and connectivity issues with Roon Nucleus on BT Home Hub (ref#ULX32M)

Hi! What’s not quite right with Roon?

· Roon is slow, freezing or won’t start

Roon is slow, freezing or won’t start

· Roon is stuck updating or installing

Tell us what's going on

· I'm virtually having to reboot roon nucleus everyday. I get waiting for roon server and/or uh oh. It can take up to 1/2 hour to connect. nucleus is connected to server (bt home hub) by ethernet and as far as I can tell they are on the same wifi network. I use 2 iPads and two iPhones to connect all on the same network. I have tried to reboot constantly using the ip path option - it makes no difference - same frustrating start up. additionally , when I am connected and using roon arc the play count and last played fields do not update. I have no idea what is going on or how to fix it and I must emphasise I HAVE NO TECHNICAL SKILLS - I am a music lover not a techie. Can anybody help in plain english ? thank you.

Tell us about your home network

· router BT home hub 2 connected to nucleus via ethernet and also to naim streamer via ethernet.

Hi @Steven_Bond,

Thank you for your post and we’re sorry you’re having these issues.

We’ve pulled diagnostic logging from the affected Nucleus. Fortunately, there’s no direct evidence of a hardware failure or deeper database problems. However, the device doesn’t appear to have a reliable network pathway to the rest of your remotes or to certain essential Roon cloud services.

You mentioned the Nucleus is connected via ethernet to your BT Home Hub 2. Do you have any other network equipment in this setup? What about second routers, access points, mesh nodes, or managed switches in this network?

What do you see in the Nucleus web administration page? You can access this from Safari, Chrome, or any browser on your iPads/computers on the same network. Please share a screenshot here.

We’ll follow up with clear next steps from there once we’re able to diagnose the blockage here. Thank you!

Hello connor,

I have an add on booster disc which is connected by wifi next to my tv ( it stops drop out of my sky tv system). nothing else.I attached a screenshot as requested.

steven

Hi @Steven_Bond,

Thanks for your response.

The iOS devices (the iPhones and iPads) have a built-in privacy setting that can inadvertently render them invisible to the Nucleus every time they reconnect to the WiFi after powering off or leaving the house. On the iPads/iPhones, to Settings > Wi-Fi, tap the “Info” (i) button next to your WiFi network. Tap Private Wi-Fi Address and select “Fixed” instead of “Rotating.”

From there, restart the Roon Server Software from the web admin page you just shared in your screenshot, and then close and open the Roon app on your phones/iPads.

Please let us know if you have trouble connecting after taking these steps.

Hi @Connor, just to move incrementally - both iPhones and one iPad were already on the fixed setting. One iPad ( the one I use exclusively with the naim streamer) was set to off. I have now switched it to fixed. I will now reboot.

Steven

@Connor, iPhones and iPads all reconnected with roon each taking about 10-15 mins. I know that on a ‘good day’ the connections take only seconds so i’m not yet sure if we have a solution.

steven

Hey @Steven_Bond,

Thanks for sticking with this and for the update, really helpful to know all your devices did eventually reconnect, but slowly.

We pulled a fresh diagnostic report after your last reboot, and it actually clears up what’s going on. The Private Wi-Fi Address fix was worth doing, but it’s not the main cause of your problem, even after making that change, we can still see your iPad struggling to connect properly, taking about 9 minutes to fully link up, and running into the same connection errors as before.

What we’re seeing is a pattern of your network dropping and failing connections between your Nucleus and your phones/iPads, not just once, but repeatedly, over the whole week we have logs for. It gets worse right before each time you’ve had to reboot. This points to the home network itself being the bottleneck, rather than anything wrong with the Nucleus.

Two likely culprits stand out:

  1. The BT Home Hub 2. This is quite an old router, and older BT Home Hubs are known to have trouble handling the kind of network traffic Roon relies on to discover and stay connected to your devices, especially with several devices connected at once.
  2. The Wi-Fi booster you mentioned (the one keeping your Sky box stable). Wi-Fi extenders/boosters are a very common cause of exactly this kind of intermittent drop-out, because they can create a weaker or separate mini-network that struggles to talk properly to the main router.
Could you try the following as a test:
  1. Temporarily switch off the Wi-Fi booster for a day and see if the reboots/slow reconnects improve. This costs nothing and will tell us a lot.
  2. Let us know how old the BT Home Hub 2 is and whether it's had a recent factory reset or firmware update.
  3. If you have any way to test with a different/newer router or access point, even temporarily, that would help confirm the router is the issue.
On the Roon ARC play count/last played issue, this is very likely a side effect of the same connection instability, so let's get the network sorted first and then check back in on that.

No pressure on the technical side, just try switching off the booster for a day and let us know what you notice. We’ll go from there.

Thanks for your patience, Steven. :folded_hands:

Benjamin - thanks for persevering. the home hub 2 must be about 8 years old now but with the exception of this roon issue works perfectly for everything else. Anyway , I will switch off the booster and see what happens tomorrow. I am completely lost as to what to do so am completely reliant on your best endeavours (no pressure then !). I suppose my one fear is that if this switch off works does it merely transfer a problem to my sky set up but lets go one stage at a time. I’ll keep you informed .

Steven

Sounds good, we’ll be monitoring for your reply, thank you @Steven_Bond !

MORNING UPDATE - NOT GOOD

Hello , I thought I would update the last hour in layman’s terms.

tried to connect an iPhone to listen to live radio- got the usual waiting for server and then uh oh.

did connect after 2-3 minutes which was better than usual

got a banner saying roon update was available so clicked install - seems like nucleus has gone to 2.7 but iPads/phones remain 2.67

while first phoned was connected and playing tried to open roon with second iPhone - live radio stream cut out and then came on and off continually while second iPhone was waiting for server/uh oh

after a couple of minutes first iPhone messaged 'roon has lost control of audio device.

first iPhone comes back on if no other device is trying to connect with roon

repeated the sequence with both iPads to the same outcome.

so - can only (slowly) connect to roon with one device - a marked step down from the poor performance of recent times. it seems like my whole system is crumbling which is very concerning especially as i am trying to move exclusively into a roon/tidal environment and away from apple music.I have a lot invested in getting this to work. HELP.

Steven

UPDATE

after 1.5 hours I now have 1 iPhone and 1 iPad connecting to roon.

Middle of day update - not good

lost all ability to connect with roon across all devices - all said waiting for server (even if I entered IP address)

only solution was to switch of router and nucleus and then reboot. It doesn’t feel very advanced tech !

Hey @Steven_Bond,

If you could, please fully remove the Roon mobile app on your mobile devices, and perform a fresh install over stable wifi. This should auto-update you to the latest version of Roon, let us know if this helps maintain a stable connection.

Thank you! :+1:

Latest - bad to worse.

Hello

I am unable to update the roon app on my mobile devices as the latest version is not in the app store (app history says latest is 2.67 ). yesterday I received a banner saying update was available for my mac so I updated and that worked so my mac and my nucleus are on 2.7 but my mobile devices remain on the previous version. I observe there are comments in the community section also referring to this issue.

It is my experience that mobile releases always appear later in the app store so this is not a new issue for my set up (albeit that the delay seems longer than usual this time).

Most concerning to me is that my entire roon setup appears to be COLLAPSING. I can only get connection to roon with switching nucleus off and on to reboot - If I try to use more than one mobile device ALL devices fail to connect- the time spent hanging would go on all day unless I switch nucleus off/on.- even with only one device connected (says roon) I can often get bursts of 1 or 2 seconds of actual music before the music cuts out but roon says still connected - after a couple of minutes I get a ‘roon lost control of audio device’ - this is worse than useless and I am clueless as to what to do - does anyone at roon know how to fix this ?

having said that - two iPhones were out and about this morning in separate locations and both had trouble free connection with roon arc although connection was lost when we came home.

In summary I am spending too much time disconnected from roon and too much time trying things that are making no difference. PLEASE HELP.

Morning update - mixed

I tried to connect with roon this morning and it took …2 seconds ! While i was listening I went to the app store and found that I could now update the roon app to 2.7 on all of my 4 remote devices and so I did switching each device of and on in the process.

I then tried to go back into roon to resume my listening and perhaps as no surprise was left hanging with ‘waiting for roon server’. After 20 minutes I gave up waiting and rebooted my nucleus by powering off then on and after five minutes roon came back.

At this point in time I’m really not sure if anything has changed at all and I would very much welcome hearing from you as to where you think we are in the process after 3 days.

Steven

Further observation

I have just noticed that tracks that I have played on roon arc this week have now been updated in play count and date last played. Encouraging ?

Hello Roon experts.

I haven’t heard anything from you for a a few days so wanted to get a view from you as to where I am on the connectivity issue.

In response to your advice, I standardised the private wi-fi address to fixed across all of my devices.Additionally I now have the latest versions of roon and roon arc across all devices and nucleus.

In fairness , there does seem to be an improvement in connectivity and roon arc plays are now updating in my roon playlists.I would say however that the improvement does feel a little inconsistent.

connecting by opening the roon app - works about half of the time but can take up to 20 minutes (although it has also taken 2 seconds).

when getting ‘waiting for server or uh oh’ I can sometimes overcome delay by going down the ‘select a different roon server’ route and reselecting my roon server.

The only failsafe is to switch nucleus off then on.

While the direction of travel in rectifying these issue is positive , the contrast between instant and interventionist access is very puzzling to me. Please would you give me your assessment of where we stand so that I can get a clearer view of how to proceed.

Steven

Hey @Steven_Bond,

Thanks for hanging in there through all of this, and for the detailed updates, they genuinely helped. I’ve now gone back through a fresh set of logs from your Nucleus, and I think we’ve finally found the real culprit.

The good news first: there is nothing wrong with your Nucleus itself. The hardware is healthy, your music database is fine, and the network cable to it is running at full speed with no dropouts. So this is fixable, and it’s not a fault with the Nucleus you’d need to replace.

Here’s what the logs show. Your Nucleus and your remotes and streamer need to be on the same subnet, the same local network range, so they can talk to each other directly.

Instead, your Nucleus is sitting on a different subnet from all your other devices: the Nucleus is on one network range, while your iPads, iPhones and Naim streamer are on another.

It can still reach the internet from there, which is why Roon ARC works when you’re out and about, but it can’t reliably see your other devices at home. That mismatch is exactly what produces “waiting for server” and “uh oh,” why it gets worse when a second device joins, and why a reboot only helps for a little while before it slips back. It also explains why typing in the IP address works only sometimes.

The most likely reason for this is that little booster disc you mentioned. If your Nucleus’s network cable runs into the booster (or into anything other than your main BT Home Hub), the booster can put the Nucleus onto its own separate subnet, which is what we’re seeing.

So before we change any settings, could you help me with one simple check? Follow the network cable plugged into the back of your Nucleus and tell me exactly what the other end plugs into, the main BT Home Hub, the booster disc, or something else.

A quick photo of both ends is perfect if that’s easier. That single answer will tell us whether this is a two-minute cable move.

The likely fix will be to plug the Nucleus straight into your main BT Home Hub (the same one your Naim streamer uses), so everything is back on the same subnet. I’ll walk you through it step by step once you’ve confirmed what it’s currently connected to.

We’re close on this one. Talk soon. :folded_hands:

Hello - thanks for getting back to me. I’m both encouraged and a little puzzled by your latest findings.

Just to ground things initially, my issues with connectivity remain the same albeit there has been a slight improvement since the lates release of the roon/roonarc apps. I find it odd that I can be at home and 80% of the time I can connect to roon arc instantly when I cannot connect to roon. 20% of the time however even roon arc requires a nucleus reboot.

I’m a little confused by your references to my booster disc. At your request over a week ago I removed it from my domestic system ( it was connected via ethernet to my sky Q box). Nothing detrimental seems to have happened elsewhere.

My nucleus has always been directly connected to my router ever since I first got my nucleus and my naim streamer has also been directly connected to my router since I acquired it about 5 years ago. I attach some photos to show my connections.

It seems therefore that I have always has the connectivity that you are suggesting as a solution and that since last week I do not have any interference from a booster disc. Am I missing something obvious ?