I migrated from a Mac core to a Nucleus and now can't access my account

[Christopher_Wishnie]

Roon Core Machine

Nucleus.

Networking Gear & Setup Details

Connected Audio Devices

Number of Tracks in Library

Description of Issue

I bought this to listen to music, not message board for customer service. I thought it would be a better user experience than Bluesound. With my core running on Mac it was, that’s why I bought the Nucleus.

The setup instructions for the Nucleus were lacking to say the least and no real time customer support is another fail in my opinion. I´m not tech savvy and don´t know where to begin to articulate my problem. I have a very attractive paperweight that I can’t log into.

[Carl]

@Christopher_Wishnie

I´m not tech savvy and don´t know where to begin to articulate my problem.

Hi @Christopher_Wishnie,

1. Complete all the sections / questions in your support request above,
   it’s vital to describe what how your system is and how it is connected together.

2. List out the steps you have taken thus far, no need to be too verbose just a simple step by step list is fine.

3. “Can’t access my account” is too vague, please describe in detail what the issue is.
   How are you attempting to access?
   What screen are you seeing and any error messages that are displayed?
   If you not seeing a screen, what are you seeing?

4. Can you access the Nucleus’ Web Admin Page?
   If so please post a screenshot here.
   What version / build numbers of RoonOS and RoonServer are running?
   Are they current? If not click on Reinstall Operating System to update them.

Nucleus Web Administration Interface

[benjamin]

Hey @Christopher_Wishnie,

Ben from the support team here, I’m sorry for the delay, and for any confusion you’ve come across in getting your Nucleus set up properly.

I was able to pull up your account, and I see your Nucleus has been online and active earlier today. Are you still running into issues?

Let me know your current status, I’ll be keeping my eye on this thread for your reply.

[Christopher_Wishnie]

Hi Ben, thanks for following up with me. It took me some time to figure it out but I did get it sorted and I’m now streaming hours of good sound every day. I appreciate your looking after this.