· Issue: My wife's phone cannot connect to our Nucleus using the Roon app. The app recognizes the Nucleus and its IP address but keeps loading and never connects. Roon ARC on her phone also reported problems connecting.
Steps already tried: confirmed both devices are on the same network; entered the IP address manually; logged into the Roon account on her phone; downloaded and logged into Roon ARC; logged out of the Roon app on my own phone in case there were too many users.
Tell us about your home network
· I have an Xfinity router and an orbi mesh network.
Thank you for reaching out, and I am sorry to hear your wife’s phone is having trouble connecting to the Nucleus. I know how frustrating it is to be stuck on a loading screen, especially after you have already run through such a solid list of troubleshooting steps!
Since you have already verified they are on the same network and tried a manual IP connection, let’s try starting with a completely fresh slate on her device.
Could you please have her try a clean reinstall of the Roon app?
Delete the Roon app entirely from her phone.
Restart her phone to clear any lingering network or app cache.
Re-download the Roon Remote app from the app store.
Launch the app, ensure it has permission to search the local network, and try connecting to the Nucleus once more.
Please let us know if a fresh installation does the trick, or if it continues to hang on the loading screen and we can investigate further!
I tried to re install app with now results. Unfortunately I had logged out of my Roon app earlier to see if it was a number of users issue, now I can get into my Roon either. I tried uninstalling the app and doing the steps above. I’ve attached the pic of what comes up as soon as I open the app, it sees the nucleus but can’t connect.
Sorry to hear the reinstall didn’t help, and that you’re now locked out on your own phone too. That actually points us away from a phone-specific issue and toward something at the network level.
A few things worth checking:
Local network permission: on iOS, when you first open the Roon app it should ask for permission to find devices on your local network. Please check Settings > Roon (or Roon ARC) > Local Network, and make sure it’s toggled on for both apps, on both phones. If that permission was denied at any point, the app can see the Nucleus but will never actually connect to it.
VPN: if either phone has a VPN app installed and active, even one that’s normally used for something else, please turn it off and try again. A VPN routes all traffic off your local network, which blocks the connection to the Nucleus even though everything looks like it’s on the same Wi-Fi.
Antivirus or security apps: if either phone has a third-party antivirus or security app with a “network protection” or “Wi-Fi security” feature, please pause it temporarily and test again. Some of these block local device discovery by default.
Confirming it’s actually the same network: with an Xfinity gateway and an Orbi mesh running together, it’s common for the Xfinity gateway’s own Wi-Fi to still be broadcasting in the background even after the Orbi is set up. If some devices connect to the Xfinity gateway’s Wi-Fi and others connect to the Orbi network, they can end up on two separate networks that can’t see each other, even though everything appears to be “at home.” Could you please confirm whether Xfinity’s own Wi-Fi is fully disabled (or the gateway is in bridge mode), and that both phones are definitely joined to the Orbi network’s SSID?
Thanks for getting back to me, I disabled the Xfinity WiFi for that reason a while ago:) I have a bunch of things connected to the network that work with each other fine, so I don’t believe it’s a network thing. One thing I haven tried was restarting the nucleus, could that help? I give everything permission to find items on my network. Nothing has changed on my end other than logging out of Roon then trying to get back in.
Glad the restart did it, and no worries at all, that’s a completely reasonable thing to miss. Thanks for confirming; we’ll close this thread out now. If anything comes up again, please don’t hesitate to open a new one.