Hi @Jon_Harker2,
Welcome to the Roon community! I’m sorry a problem is what brought you here for the first time. Based on the information you gave in your post I agree with what @Carl suggested. Did restoring a backup resolve the issue?
If not we will need to investigate the logs of your client’s Nucleus. We can request the logs automatically but need to know which machine to request them from. Our records indicate that a Nucleus+ is associated with your account. Is that your customer’s Nucleus+? If not you can send us the logs manually by using the directions found here and sending over a set of logs to our File Uploader.
Hi Carl
Apologies for the delay in replying.
The Nucleus + is the customers I have at home.is this one sn 94C691A243B5; he has our Nucleus + on loan.
With ours (no internal storage) at his place it works fine.
With his at home where I have been testing it extensively, apart from an initial problem which I sorted by Clean Up Library, it has worked fine.
I took his one back to him after working fine here only to get the same problem.
We backed up his database and reset it but couldn’t then restore the database from the USB stick we copied it to.
Everything continues to work faultlessly on his unit here ast my house (I also took it to the shop to try it and it worked fine.
Can you let me know what I should do about trying to restore his old database and also it sounds like sending his logs would be a good idea.
I’ve the instructions on this but can’t understand fully how to go about doing this.
I hope you can help and many thanks in advance.
Best regards
JON
Oxford Audio Consultants
Hi @Jon_Harker2,
From the screenshots you shared it looks like you’re going too deep into the file structure. The long hexadecimal folder name is the one you want to select not the folders labelled 00, 01 etc.
If you just click Select this folder on this screen do you see your backups?
Just to confirm, you still see no available backups when you select ‘No Name’ versus the ‘Roon Backups’ folder?
Based on the screenshot you’ve provided, it does look like there should at least be one available backup.
If you still don’t have any luck via the USB drive, perhaps coping the ‘Roon backups’ folder to a different location and testing out restoring from this location may prove successful.
Hi Daniel
I sent the logs of the Nucleus + a few days ago; do you know if they received them.
THe main issue we are having is not the backup situation but the fact that the Nucleus + works fine in my location but when we put it back in the customers place he has issues; our Nucleus + which doesn’t have his internal storage on it wotks fine at his place.
It’s very puzzling; this is why I thought it a good idea to send the logs.
In order to restore the database fromn another location rather than a USB stick in the back of the Nucleus +, how do I tell Roon where it is if it’s for example plugged into my computer.
Many thanks fore yoour ongoing help.
JON
Oxford Audio Consultants
