Last software update ruined my Nucleus Plus

Support Nucleus Support
1

I installed an update to my Nucleus Plus on the 16th of January now my network cannot see the Nucleus Plus at all.

3

If you connect your nucleus to a display, what do you see?

You should see some status text which may give you (or us) an insight into the issue.

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5

When I hook a monitor to the nucleus Plus I see nothing on the screen.

6

When I attach a keyboard to the nucleus Plus I have followed the instructions to fix the network issue and it has not worked.

7

I need instructions to send it back to be fixed.

8

Take a photo of what is on the screen and post it here.
It is as likely a change of IP address as a failure, but it will help someone help you.

Though I see your case is 13 days old and no one from Roon has responded.
Not good support for a premium product

2 Likes
10

When I hook up monitor to it it just has a blank screen nothing to take a picture of.

11

How do I return my nucleus Plus for service?

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How do I return my nucleus Plus for service? I performed a software update on January 16th. My network has not seen it since then. It is not connected to my network any longer. When I hook up monitor to it nothing is on the monitor it is blank.

14

Did you purchase from Roon Labs or a dealer? If from a dealer, you need to contact them. If from Roon, you need to post in the Nucleus Support category which I think you already have. The Nucleus carries a 2 year warranty.

EDIT: I moved this to the Nucleus Support category where they will see it.

15

Steve do you get nothing on the screen or any lights on the device at all?

Someone from @support needs to pick this up.

Come on Room this is not funny.

16

But that is. Which Room are you in?

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17

Ha ha the Room where Support do not respond to premium customers and one in which I cannot type and beat the autocorrect game

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18

Two questions:

  • Is the unit still within the 2 year warranty period?
  • Did you buy it from a dealer or direct from Roon Labs?

Your answers will determine the next steps from the Support team. Thanks.

1 Like
21

Hello @Steve_Luckau ,

Can you please confirm if you still need assistance with this issue?

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