Inability to connect to Nucleus Plus and access command prompt for network reset (ref#XTMUW1)

Support Nucleus Support
1

Is Roon Server running?

· Yes, Roon Server is turned on and running.

What do you see on your screen?

· "Waiting for your Roon Server"

What happens if you press the "Select a different Roon Server" button?

· I don't see Roon Server.

Please try to restart your Roon Server by closing the Roon app in the taskbar or rebooting your Roon Server machine.

· No, the issue remains the same

Please try to restart your network setup by unplugging, waiting 30 seconds and then replugging in your networking gear.

· No, the issue remains the same

Please select how you've connected your Roon Server to the internet

· Roon Server is connected by *Ethernet*

Have you checked your firewall settings to ensure that Roon is allowed through?

· Roon still won't connect even after checking this aspect

Have you verified that Roon Server is on the same subnet as your Remotes?

· My Remotes and Server are on the same subnet and I still can't connect

Sometimes the issues can be resolved with a reinstall of your Roon Remote app. Let's try to perform a reinstall and see if it helps.

· I've reinstalled the Roon Remote but it did not help

What is the operating system of your Roon Server host machine?

· *Nucleus*

Select any of the following components that are present in your local network setup

· None of the above

Describe the issue

I cannot connect to my Nucleus Plus from any device and it does not show up on my Network (Unifi Network Application). I've tried multiple restarts, leaving the device unplugged, and other methods to try to get the command prompt to show to perform a network reset via the 'networkreset' command but cannot get the command prompt to display anymore. I've successfully done a network reset multiple times before and frequently have needed to do so because I can sometimes loose network connectivity every few weeks.

Describe your network setup

ISP -> Router -> Switch -> Ethernet port on default/primary network subnet; Switch -> Ethernet -> USB Ethernet Adapter -> Nucleus USB Port on VLAN subnet

2

Hi @Adam_Benfer,

Thanks for taking the time to write in!

Unfortunately, the use of VLANs and VPNs fall outside the scope of official support. I’ll go ahead and move your thread over to our Tinkering where others in the community with similar setups may be able to lend a hand.

Outside of that, the only other option is to reproduce the issue in a normal LAN environment, without the use of any virtual networks. :+1:

3

@benjamin - I think you misunderstood my post. Even without the use of VLANS the nucleus does not stay online for more than a few weeks.

5

@benjamin Following up on moving this back to support, or do I need to reopen a new ticket? I can no longer reset the device via HDMI and keyboard as the command prompt no longer renders.

6

Yeah, that sounds like the Nucleus+ died. Is it still under warranty? Did you buy it from Roon or a reseller? This should definitely go back to Roon support for warranty repair or replacement.

7

Yes it should still be under warranty if the standard 2 year warranty holds.

8

Hey @Adam_Benfer,

You have my apologies there! Are you able to reproduce the issue with the VLANS disabled, and share the date and time? With that, if you could please, use the directions found here and send over a set of logs to our File Uploader?

Thank you!

Hold it does!