· 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
Nucleus+ won’t boot if connected to HDMI
My Nucleus+ doesn't boot when HDMI is attached on power-on or reboot request from Web UI. Roon logo is not displayed and boot functions like F2 BIOS Setup don't work either. When no HDMI is connected the Nucleus+ is booting up 100% reliable on power-on or reboot. When attaching HDMI after boot, the normal Roon status text screen with model data, Roon OS version und how to connect via IP is shown. I managed to get into the BIOS by the Power-On-menu (i.e. holding the power button 3 secs). This show the available options like Esc, F2, F7 ... I suspect a problem with the Roon custom BIOS initializing the HDMI ports. I have tested 2 PC monitors and my TV on both HDMI ports with equal results. Identical symptoms are described in forum thread https://community.roonlabs.com/t/nucleus-won-t-boot-if-connected-to-hdmi/274410 by another user as well. Probably the Nucleus+ needs a BIOS update. The current BIOS is shown as DNKBLi7v.86A.0070.2020.0924.1014 I would gladly appreciate if HDMI on boot will be working, as I like to permanently cable my Oppo 205 for multi-channel playback to the Nucleus+ Thanks for any help offert.
Welcome to the forum and thanks for reaching out! Just to confirm, you have also tried to use a different HDMI cable and the behavior was still the same? If you have, I would next suggest trying to do an Operating System Reinstall from the Web UI. Please give this a try and let us know if it helps:
Thanks for getting back to me. Yes I confirm I have tried different HDMI cables. I already did an OS reinstall a week ago. As I explained, I am pretty sure it is not OS, but BIOS related, or probably BIOS together with HDMI firmware. The Roon OS 1.0 (build 259) and Software 1.0 (build 15) and Server 2.48 (build 1517), all current versions are running absolutely fine. Currently I am just listening to music via USB to the Oppo 205 from the Nucleus+ while writing this reply.
Today in the morning I found some time to do the requested OS reinstall as well. It took some moments and completed without error. Unfortunately the hanging on boot with HDMI connected persists. Currently I have booted the Nucleus+ again without HDMI connected and that worked well. So the described problem is still stere. I cannot permanently connect my Oppo with HDMI. Always removing the HDMI cable when a restart of the Nucleus+ is required or after a power-outage is not very practical to me, as the units are built into ventilated cabinet.
Do you have any other suggestions? Is it possible, that you look further into the problem for me?
Hi @herbing,
Thanks for reporting back to us on the results of a reinstall. Since you’re still having the same issues I’m going to bring this case to our development team. I cannot give you an exact timeline but once we know more we will get back to you here. If anything changes in the meantime please let us know.
Thank you again for the report. The delay for escalation is so our team can analyze logs and discern between the two most likely culprits for this behavior:
an HDMI initialization issue related to BIOS/UEFI or
a hardware failure requiring RMA.
Obviously, the latter requires a more involved and lengthier support process. As soon as we have a firm answer behind the scenes by reviewing logs more deeply, we’ll respond here with next steps.
While our team continues to investigate this issue, it would be good to get an RMA case started for you as well in case we need to send the unit in for additional diagnosis, as they’re in charge of all hardware-related Nucleus issues. To do so, open the Typeform link below and select ‘Other’ followed by ‘This issue is related to a physical component’.
Thanks for getting back to me and pointing me to the RMA process. As the Nucleus+ and me are living in Switzerland, I really would like to avoid any RMA. I expect a lengthy absence of the unit, high costs for shipping and especially very high import duties (Swiss-VAT) on re-import of the unit. Before even thinking about RMA I need to have clarity on all this and it should be the absolute last resort.
Pls. keep in mind, that the HDMI ports are working after the Roon OS has started and are outputting video (the status screen) and multi-channel audio. So I doubt a HDMI hardware defect for now. The rest of the unit is working fine anyway. I use it daily to listen to music over USB connection.
For now I would like to start with a more forward looking mode to fix things. So I question if there is a newer BIOS then 0070 available for the unit from Roon (I understood, that you have your own BIOSes that are customized, and I cannot use the ones from Intel, that are now listed on the Asus support pages). If you would provide me with a .BIO file, I would be able to (re)-flash the unit with the F7 upgrade method and we can have a look, if the situation would improve.
Next possible step could be a firmware upgrade of the HDMI. I know this is more complicated, as I would have to swap the built-in M.2 SSD with a different one, where I install a Windows 10 base system on. Then I could execute the HDMI Firmware upgrade from Intel to do this.
What do you think about proceding forward with remote self-help from my side?
Hi @herbing,
The RMA team handles all BIOS and NucleusOS system updates, so if you need a reflash, the best way to proceed is by submitting a request through the RMA process. They’ll be able to take care of it from there. Let us know if you have any questions along the way!
Thanks for getting back to me. This info is entirely new to me and was not obvious to detect from the previous posts of Roon support, Anyway I have opened the request now and wait for the things to come.
Hi @herbing,
I’m glad we were able to guide you in the right direction. Since you’ve opened the RMA I will close this thread for you. The RMA team will contact you through email.
