Nucleus+ Failure: Pre-Configured SSD Request

Support Nucleus Support
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@Early_Access

Last evening, streamed music suddenly stopped, all went silent, yet the app still showed the track continuing to play. Having tried all network options, cable changes, rebooting the Nucleus+ and plugging it straight into the router etc. I suspect the internal hard drive itself has failed.

Do you have a pre-configured hard drive/SSD that I can install myself? If so, please advise.

Many thanks.

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Have you connected a tv/monitor to it via HDMI? There may be some messages with insight to what’s going on (if anything).

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No, I haven’t, not yet, thanks for the suggestion.

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Support will be along to help figure out if the drive has died. There are two options to check prior

  1. A suggested plug monitor into the PC and see what if any messages are showing up. You should see some text with an IP address listed at the end.

  2. Prior to that I would suggest going to the Nucleus Web page and seeing what that says.

If the device is under warranty than Roon Support can discuss options (not being support I’m not sure what they offer directly). If it is not under warranty, and it has been determined that it is the OS drive, you need to buy one (like from Amazon), download and install ROCK, and then go through the support request, choosing the options to have them remotely upgrade you from a ROCK to a Nucleus.

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Thanks for your comments and suggestions.

As the app could no longer find the core - I couldn’t even find the Nucleus+ on my network - I switched the core to a Mac and deauthorised the Nucleus+.

The Nucleus+ is out of warranty, so if it is indeed the hard drive it looks like a DIY project, unless support can offer a pre-configured SSD for purchase…

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Replace the disk, install ROCK, then ping Roon staff and they’ll convert it back to Nucleus remotely.

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Thanks. I had hoped to avoid all this with Nucleus+ but hey ho it’s a computer after all!

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Hi @THGM,

Thanks for writing in! Sorry to hear about your Nucleus issues.

Even though you’re not able to find the core, it can still be helpful to see what pops up on a screen via HDMI. Let me know if you’re able to do this. :+1:

I also wanted to provide some additional information on what the manual steps to replacing the m.2 SSD, I’ll share the steps below:

Note that you’ll need a USB drive for this process that you can connect to a computer, and then the Nucleus.

The first thing you’ll want to do is purchase a new SSD. Here is a link to one SSD option we recommend to many users:

https://www.amazon.com/Transcend-TS128GMTE110S-128GB-Solid-State/dp/B07CXC32T2/ref=sr_1_1?tag=roonlabs0b-20

And here is a short video on how to replace the SSD on your device: Nucleus SSD replacement.mp4

After that, you’ll need to format the SSD. We have a good help article you can find here for next steps. Start from step #3 :

Essentially, you’ll be flashing the ROCK OS to a USB drive, and using it to boot and format the new SSD in your Nucleus.

Once you’ve successfully flashed ROCK onto the new SSD, keep your Nucleus online and let me know. From there, we can update you to the Nucleus OS on our end. :+1:

I’ll be on standby for any questions you have in the meantime!

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Hi @benjamin

Many thanks for getting back to me so quickly, it is appreciated.

Will purchase the new SSD as recommended and flash ROCK OS to a USB drive using the links you helpfully provided. Once done, will be back in touch, though it may take a few days!

In the meantime, will try and connect the Nucleus to a tv and see if any messages show up as you and others here have suggested. Although I have now ‘found’ the Nucleus through the router manager on my network, it shows as not connected.

Thanks again and kind regards.

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Hi @benjamin

Well, I replaced the SSD, flashed ROCK OS, booted up and… nothing. The Nucleus+ was still unresponsive. Dead as Monty Python’s parrot. Running diagnostics, it seems the motherboard itself has failed :frowning_face:

Do you know if it is possible to source a replacement motherboard for a Rev B Nucleus + or are they no longer manufactured as is the case with Rev A motherboard?

Other (polite) suggestions welcome!

Many thanks and kind regards.

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Hi @THGM,

Thanks for the update!

Unfortunately, you’re correct above in regards to getting a speedy motherboard replacement for you - we’re currently facing a challenge in our supply chain, particularly concerning the availability of replacement parts for our Nucleus Plus model. Regrettably, this means that we are temporarily unable to accept out-of-warranty units for repairs.

That said, we’re offering a trade-in program. Even if your unit is non-functional and out of warranty, you can upgrade to a Nucleus Titan.

For more details about our trade-in program, please click the link below:

I do see that your Roon Server is currently set up on a Mac within your local setup, I’m glad to see you’re able to access your music for the time being. Let me know your thoughts! :pray:

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Hi @benjamin

Thanks for getting back to me. I appreciate the supply chain issues are challenging at present, although this is disappointing and frustrating.

Have taken a look at the trade-in program but the price of the Titan is still prohibitive I’m afraid. Will consider other options first…

Kind regards.

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