Intermittent Playback Issue with Nucleus Post Version 2.66 Update (ref#K79YDN)

Support Nucleus Support
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

Around May 7, after moving to version 2.66, my Nucleus started to malfunction. When hitting “play” in either Tidal or my local library, a high pitched screeching would follow for 2 seconds or so followed by 5-7 seconds of silence. Then the screeching would repeat. I determined that my network was not the issue. I also verified that my Weiss Dac was not the culprit. Yesterday, I finally applied a fix on 2.66 suggested by ChatGPT—power down the Nucleus, wait 60 seconds, power up and wait five minutes, then try things again. I did that and it seemingly solved the problem. However, the problem resurfaced today. After reapplying the ChatGPT fix, my Nucleus is back up. But there must be some other “fix” for thus issue. I sure don’t want have to reboot daily just to make it work. Thank you for any guidance.

2

Hello @Bill_Kenney ,

Can you please let us know the exact local time + date + track when this behavior next occurs? Is this by any chance happening with TIDAL tracks only? If so, please check your Roon Settings → Services → TIDAL → Streaming Quality and ensure that it is set to Maximum. Otherwise, please let us know that timestamp and we will enable & check diagnostics for your Nucleus.

3

Thank you. I will let you know the specifics next time the malfunction occurs. That said, the malfunction applies to both Tidal and music from my local library.

4

Hi @Bill_Kenney,

Sounds like a plan. Please send us the exact local time, date, and track the next time this happens, and we’ll take it from there. Since you’ve confirmed that it affects both TIDAL and your local library, that helps rule out the service side and keeps us focused on the Nucleus itself. We’ll be standing by for your timestamp.

5

Hello Noris. Same malfunction happened again on my Nucleus One this afternoon 3:57 pm CST (12 May). Was listening to Tidal. The album was Verona Roadrunning 2006 (Mark Knopfler). I had just played selection from another Knopfler album (People). I got a “too many failures. stopping playback” message. Thanks for any help.

6

Hey @Bill_Kenney,

Thanks for the timestamp! We were able to review the playback failures you’ve mentioned, and are seeing the same error each time:

Warn: [tidal/http] GET https://api.tidal.com/v1/tracks/489608978/playbackinfopostpaywall?countryCode=US&audioquality=HI_RES_LOSSLESS&assetpresentation=FULL&playbackmode=STREAM => Unauthorized {"status":401,"subStatus":4005,"userMessage":"Asset is not ready for playback"}
Warn: [tidal/media] could not get playback info for 168:0:489608978: Result[Status=InvalidTrack]
Info: [zone Weiss] OnPlayFeedback StoppedEndOfMediaUnnatural

In Roon, go to Settings → Services → TIDAL and sign out, then sign back in. Let me know if this clears your errors.

Thank you!

7

Hey @Bill_Kenney,

Just checking in on this. Were you able to sign out of TIDAL in Roon, then sign back in from Settings → Services to see if the playback errors cleared up? If not, let us know what you’re seeing now and we can keep going from there, thanks.