Intermittent Connection Loss with Nucleus One (ref#RV8LEL)

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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

Connection to my Nucleus One seems to drop out as music will suddenly stop and Roon indicates “Searching for Server” and then reconnect again. This happens every couple of minutes.

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Hi @MadVikingSG,

Thanks for reaching out to us.

Unfortunately, we’re currently unable to retrieve the diagnostics report from your Nucleus to analyze it directly.

Please access the Database location of your Nucleus as detailed in this article. From there, grab the logs from the "RoonServer” folder and upload them to our Logs Uploader.

Additionally, please try to reproduce the issue and note the exact time it occurs.

Thanks in advance for your help.

Looking forward to your reply.

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Hi @MadVikingSG,

Just checking in on this. Were you able to pull the logs from the RoonServer folder on your Nucleus and upload them through our Logs Uploader? Also, if you’ve been able to reproduce the issue, please send us the exact time it happened so we can line that up with the logs. Thanks!

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Thank you for following up.

I have not been able to retrieve the log but, lately, Roon has been more stable so it has become less of an issue although it does, occasionally, lose connection and then re-connect after a short while.

However, I do find that Roon can be very slow to respond and often “freezes” when I stop playing and try to hit “play” again after a few hours. I use an iPad Pro 11 (2020) and have to close and restart the Roon app each time. Not a major issue but I was told that with the Nucleus One the Roon experience would be be “seamless”.

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Hi @MadVikingSG,

Thanks for the follow-up! We’ll need a set of Roon Server logs from your Nucleus in order to better analyze the root cause of your issues.

Let us know when you’re able to upload Roon Server logs, and we’ll be monitoring for your reply. Thank you!

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Hi there,I have downloaded the RoonServer logs but how do I upload them to you? There is no option to do so when I reply to you message.

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Hey @MadVikingSG,

Apologies for the confusion there! You can upload Roon Server logs to the same Logs Uploader here. Thank you! :folded_hands:

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Thanks Benjamin, the files have been uploaded. Happy Easter! :slight_smile:

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Hi @MadVikingSG,

Thanks for sending those over, and for your patience so far! I hope you had a pleasant Easter as well.

We were able to review the Nucleus logs you’ve sent over and saw the dropouts and disconnections you’ve mentioned above. For next troubleshooting steps:

  1. Check for an IP Conflict: Your Nucleus is currently at 192.168.1.40. If another device on your network is intermittently trying to claim that same address, it will cause the "every couple of minutes" dropouts you described.
If you can, access your router settings and look at the "DHCP Table" or "Client List." Verify no other device is listed with .40. If possible, change the Nucleus to a different static IP address (like .50 or .60).

If everything looks good there, check if your Nucleus is plugged into a “Green” or “Smart” switch, the switch might be momentarily powering down the port to save energy, which breaks the RAAT stream.

A good next step would be to plug the Nucleus directly into your main router’s Ethernet port, bypassing any intermediate switches for a test period.

Let me know if either of the above help, thank you! :raising_hands:

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Hi @MadVikingSG,

We’ve not seen a response in several days, but diagnostic logging indicates that both the Nucleus One and a separate RoonServer hosted on another machine have been active recently.

Are you still having issues with device connectivity? If so, please try ensuring that your iPad has a Fixed Private WiFi Address in iOS Settings → WiFi Details.

Please also ensure that you’ve toggled local network access for Roon in your MacOS Privacy & Security → Local Network settings.

Do you have a mesh network, by chance? If so, please share the manufacturer, as we might have best practices we can provide to optimize the settings.

Thank you!

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This thread is now closing due to inactivity. You can reactivate it here if you require additional troubleshooting. Simply reference this topic thread URL or briefly describe the problem and our team will merge threads accordingly. Thank you!