Nucleus fails to connect to audio devices, empty device screen (ref#BBSABS)

Support Nucleus Support
1

Select your Nucleus model from the list below

· Nucleus One

I'm having trouble with my Nucleus hardware

· Other

Select the option that fits best

· 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

My iPad and computer will connect to the nucleus. However, the nucleus will not connect to a audio device. The audio device screen is empty, so no choices are availble

2

Hi @james_King1,

Thank you for your post.

Our diagnostics server show that your Nucleus was recently online, but the server indexed no tracks in the entire Roon library. Are you having issues with your Roon library or streaming services? What do you see on the Roon home screen?

Can you please share the following to equip our team to assess this case further?

  1. a screenshot of the Settings → Audio page within Roon itself from either the iPad or the computer

  2. a screenshot of the Nucleus web admin page

We’ll follow up from there. Thanks!

3

Connor,

Here are the screenshots you requested. My library had around 500 albums and perhaps 20 playlists.

Are they lost? If so, can they be restored?

My problem is that the audio page does not allow me to connect to my devices

Jim

IMG_0061
IMG_00611920×2560 1020 KB

IMG_0066
IMG_0066240×320 9.53 KB

4

Hey @james_King1,

Thanks for the screenshots and additional information! From a fresh Roon Server diagnostic report, we actually caught an unfortunate case of database corruption on your current Roon Server.

You mention you’ve also lost your library, do you by chance have a saved backup available?

This would be your best option to see if you can revert to an earlier version of your database prior to when the corruption occurred.

Here is more info on backups:

Let me know if you’re able to get a backup restored, and if it also helps with your audio page settings. We’ll review a fresh diagnostic report at this time as well to check its health. We’ll be monitoring for your reply :+1:

5

As best I know there is no data (music) backup. I am assuming without this the library is lost for good.

When you state that the nucleus is corrupted, do you mean it is not usable anymore, unless the

backup data base can be found and reinstalled. What are my options?

6

FYI. Roon is a database, and when you back up Roon you are backing up the database, NOT, the music files which exists completely separately.

When he says “the nucleus is corrupted” he means the database has errors.

7

Hi @james_King1,

Database corruption means that during background indexing, Roon Server noticed accumulated changes to the underlying database that shouldn’t be there.

It doesn’t mean the hardware or the Nucleus One’s ability to run software in the future is compromised. It also doesn’t mean your underlying music library is damaged in any way (your tracks and albums are fine, as are any streaming accounts you’ve synced to Roon).

What it does mean is that you can’t restore your play history, custom settings, and other information stored in your database without also restoring the corruption. This puts you in an unfortunate position in terms of curation: you’ll essentially need to rebuild your Roon library from scratch, starting a new database and then importing all your music once again.

The fastest way to do this is to to use the “reset” button in the Nucleus web admin page.

Let us know if this helps; we’re happy to answer any questions.

8

Connor,

I followed your directions and now have my library back on the server and the server working

perfectly. Thanks for your assistance and patience in sorting out the problem.

Jim