Intermittent connection loss with Nucleus One (ref#XYCGS7)

Support
1

Is Roon Server running?

· Yes, Roon Server is turned on and running.

What do you see on your screen?

· "Looking for your 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?

· *MacOS*

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

· None of the above

Describe the issue

My remotes can see my Nucleus One and can connect momentarily, but I quickly lose connection.

Describe your network setup

Verizon Fios network using their router. My Nucleus One is connected to the router via ethernet cable. The cable passes through two unmanaged switches - one at the router and the other in the room where the Nucleus One sits. I have set up a static IP address for the Nucleus One. I have a video to show the problem, but couldn't upload it.

2

If you go back to dhcp do things work.

3

I actually moved from DHCP to the static IP address hoping it would solve the problem, but it didn’t help.

4

I recorded a short video (3 minutes) to show what I am experiencing. You can see it here. You’ll see that I am able to view the Nucleus through the web interface and connect to it for short periods of time, but then it eventually fails.

5

Hi @David_Bellaire,
Thanks for reaching out to us about this issue. Can you please use the directions found here and send over a set of logs from your Nucleus to our File Uploader?

6

Daniel: I just uploaded the log files to File Uploader. The name of the file is Dave Bellaire Ref XYCGS7.zip.

Thanks for your help. - Dave

7

Hey @David_Bellaire,

Thanks for sending those over!

Just to rule out any potential network blockages, could you test out reproducing the issue without any switches between your router and Nucleus?

We’ll be on standby for your results. :+1:

9

I have connected the Nucleus directly to my router, but I sill can’t connect. I tried to reinstall the operating system hoping that might help. I received the following message “There was an error downloading Roon. Please check your internet connection. {“status”:“Failure”,“exitcode”:10}”

11

Hey @David_Bellaire,

Thanks for the follow-up!

Have you tested using a different DNS address for the Nucleus yet? If not, head back to the webUI of the Nucleus and test out using Google (8.8.8.8) or Cloudflare (1.1.1.1) and see if you’re able to download Roon properly. :+1:

12

That did allow me to reinstall the operating system. Unfortunately, I’m still unable to make a stable connection to the Nucleus One.

1 Like
13

Hi @David_Bellaire ,

Do you have backups of your Nucleus Roon database? I would suggest trying a database + settings reinstall from the Web UI as the next step:

Nucleus Database Reset
Nucleus Database Reset1201×891 31.5 KB

14

Do you have instructions for creating the backup?

15

Is this what you are looking for?

16

Very helpful. It looks like I have a recent backup on my computer. I’ll reset the database to see if that fixes it.

1 Like
17

Certainly, keep us posted @David_Bellaire! Our team isn’t around on the weekends, so we’ll loop back first thing Monday to see your status. :pray:

18

Resetting the database seemed to fix things, but I’m back to the same issues now.

19

Hey @David_Bellaire,

Thanks for the update!

I’d be curious to know if your router runs a Dual-stack network configuration of IPv4 and IPv6. If thats the case, can you check to see if any devices are using IPv6? If not, I’d test out disabling IPv6 and monitor the results.

We’ll be on standby for your reply. :+1: