Nucleus+ Fails to Connect after Power Outage

Support Nucleus Support
1

Roon Server Machine

Nucleus + with 4TB SSD internal storage (pre-installed)
Nucleus OS Latest Build (Updated 01/02/2024) Roon 1.0 (build 254) I believe - can’t check it since it’s unavailable. But, I am very consistent on updating everything (auto-updates are on) Roon endpoints are current.
Purchased from Roon store 09/2022
3.4TB stored on internal SSD with another 800GB stored on external 4TB SDD connected via USB

Networking Gear & Setup Details

My network router is a Netgear Orbi. The Nucleus + is connected via ethernet. Nothing has changed in my network - same firmware & IP addresses for all devices. This has been bulletproof for years. - I doubt that’s the problem. No VPN. No network hardware or firmware changes.

Connected Audio Devices

Connection from several Wi-Fi / Ethernet devices (Surface tablet) - Windows 10 PC / iPhones/and 1 Chromecast device

Number of Tracks in Library

Approximately 80,000 files on internal & 10,000 on external

Description of Issue

Roon Nucleus+ will NOT connect to my network after a power outage. It just shows unavailable via IP address via chrome. (‘This site can’t be reached - 192.168.1.xxx took too long to respond’)
Roon devices/end points won’t connect (iPhone/PC’s) - Attempted to have Roon app on PC and iPhone find a new Roon server - and this doesn’t work either.
Nucleus+ doesn’t even show up in my Orbi router web UI or iPhone App.
Power outage on 01/03/2024 for about 3 hours. When the power went out, I unplugged the Nucleus+. It’s always had a bit of an issue after a power outage - in getting it to re-connect. I re-powered my modem (3-4 times), Re-powered my router (3-4 times) Repowered (Power off & unplug power and ethernet cables for a few minutes) Nucleus+ 6-7 times - including unplugging power & ethernet cable. I tested ethernet connection with a different PC and it works great. Minimal latency and fast Up/Down speeds (50/800). The rest of my network devices connect without issue.

Power light on back of Nucleus+ is on after pressing it. Ethernet port shows a solid orange light and a blinking blue light (meaning it must be sending/receiving data?)
I attempted to connect an external monitor via HDMI to Nucleus+ - which the monitor seems to recognize (sense power) but no display.
I also attempted to connect via a USB to ethernet cable/converter that I would sometime use to connect via ethernet to my Surface Pro. No luck.
I’m at a total loss and have spent hours trying to get this thing to connect - but no luck.

Please advise.

3

@Ventoux, from where did you purchase your Nucleus Plus, Roon directly or a dealer? If a dealer, have you contacted them for support? If from Roon, we can tag support for you for assistance.

4

I purchased through Music Direct on 09/20/2022.

5

I’ve had issues before - 03/2023 - and Roon support handled it.
Are you saying this is not a Roon issue?

Does Music Direct have a staff that will troubleshoot a Roon device?
How would I get all my data off the internal SSD??

Thanks

6

I’ll tag @support but typically you would start with the dealer to request support as this is still under warranty.

9

Hi @Ventoux,

Ben with the support team here, thanks for taking the time to write in and for your thorough description! You’ve done an excellent job in troubleshooting so far, and I empathize with your frustration in not yet finding a solution.

Based on the information you’ve provided so far, as well as not seeing anything when connecting the Nucleus to a monitor, you may be experiencing hardware issues. Without the ability to get the Nucleus online, we’re unfortunately not able to review a diagnostic report for additional clues.

@Robert_F is correct about getting in touch with your dealer directly. Let me know how that process goes, and if you have any additional questions. :+1:

10

Music Direct support said Roon support will contact me . Their email:

Thanks Ryan, I will forward along the info you’ve provided to our contact at Roon. Thank you for being so thorough. Roon will run a remote system diagnostic check on the Nucleus to see if any specific errors are visible.

I’ll let you know when we hear back from them.

-Robert

How exactly do you intend to run a remote system diagnostic? The whole problem is it won’t connect to my network/internet???

When can I expect to hear from you?

11

Hi @Ventoux,

We’d be happy to step in and help. I’ll follow up via private message with next steps. :+1:

1 Like
12

@Ventoux, @benjamin on Roon’s staff will provide additional details. I am a volunteer moderator and do not have access to Roon’s diagnostic systems.

13

Experiencing the same type of issue.
Is there a fix?
Tim

14

Tim

I suggest opening a new support thread.
I did get a DM from Ben and am in the process of waiting… for RMA instructions.
Good luck.
My Nucleus+ is on my rack and I connect to my DAC via USB. I have the Nucleus+ plugged into a Shunyata Denali - but that doesn’t prevent it from shutting down during a power outage. So, I’m now forced to purchase a silent UPS for the Nucleus. Wish Roon would have built some sort of circuit protection into the Nucleus - as this is an unwanted ‘feature’.

15

Thank you Ventoux,
I messed aroud again last night. Left it plugged into the network overnight.
Now it is working.
Wizardry??
Have a great day,
Tim

16

This topic was automatically closed 36 hours after the last reply. New replies are no longer allowed.