Nucleus fails to boot and reinstallation of ROCK is not possible (ref#D3HSSA)

Support Nucleus Support
1

Is Roon Server running?

· No, Roon Server is not running.

For Roon connectivity to work properly, both Roon Server and Roon Remote need to be turned on.

· I can't turn on Roon Server, I need help.

Describe the issue

Nucleus won't boot, can't reinstall ROCK

Describe your network setup

Orbi mesh system, Nucleus connected via ethernet

2

Nucleus has been acting odd… I rebooted it from browser menu last night and it never came back online… I could tell it was running (would show up when I clicked “Configure Roon OS devices on your network” from a remote) … but was otherwise not visible on my network and web UI won’t load… I’m at a loss.

Thought maybe SSD was corrupt, got a new one, unable to flash… menu keeps saying boot media not valid…have flashed multiple USB drives with both MacOS and Windows 11 units … no luck…

3

basic question: have you followed the guide for installing ROCK? Including the bios setup steps?

Or this one:

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I did everything in the second link. I didn’t try the BIOS setup etc because I was working with a previously functional Nucleus not a new NUC

5

So the when you say “unable to flash… menu keeps saying boot media not valid…”
What did you use to flash the .img? And is it not booting off your thumb drive that is the problem?
You might try a different program and re-download the .img. Like try Rufus or BelenaEtcher depending on which one you tried already. I have had issues in the past with etcher not wanting to work and had to use rufus instead.

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I used both Rufus and Etcher…still saying the boot media not valid

7

Did you check the boot order in the bios to ensure the usb boot was enabled?

From the install guide:

Once you’ve restored your BIOS settings to the default, make the following changes:

  1. Disable Secure Boot
  2. Make sure UEFI is enabled on the Boot Priority screen
  3. Set the boot order to boot from your SSD first (you can drag the drives into the proper order if you’re using a mouse. Otherwise you can use the “+” and “-” keys)
  4. Disable Network Boot
  5. Enable USB Boot but make sure the SSD has boot priority
  6. You may need to enable the M.2 slot, depending on the BIOS version
  7. Save your BIOS changes
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Holding down F10 until I get to boot menu and then choosing USB…

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hhmm, maybe try a different thumb drive? or “clean” the one you have (software wise).

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Tried four different usb drives, including a new one. One time I got past the prompt asking for boot media, but the screen just went black

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I would suggest going though the full bios setup, maybe something happened there?
Start with a factory defaults like it says and try the setup steps.

One time I got past the prompt asking for boot media, but the screen just went black

Have you tried cleaning the NUC? Maybe it’s overheating?

If that still does not work you may have something broken in your Nucleus?

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Hi @Chris_Sauer ,

Was this Nucleus purchased over two years ago or less? If it is purchased less than 2 years ago we can look at it as an RMA case, otherwise, you can try to see if there is a BIOS setting that is incorrect.

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@noris Order 2792 10/31/2022. Please email or dm me on how to proceed. Thanks.

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Hey @Chris_Sauer,

You can get an RMA started by filling out the typeform below, thanks!

https://account.roon.app/en/contact/nucleus-troubleshooting/

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Done. Thanks.

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