Nucleus loses power and fails to reconnect to network (ref#7VMH65)

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.

· Roon Server is on, but I'm still having trouble connecting.

What do you see on your screen?

· I see something else

When you try to connect, what screen do you see?

· I see the Server but the Connect button is grayed out

Please try to restart your Roon Server by closing the Roon app in the taskbar or rebooting your Roon Server machine.

· No, the issue remains the same

Please try to restart your network setup by unplugging, waiting 30 seconds and then replugging in your networking gear.

· No, the issue remains the same

Please select how you've connected your Roon Server to the internet

· Roon Server is connected by *Ethernet*

Have you checked your firewall settings to ensure that Roon is allowed through?

· Roon still won't connect even after checking this aspect

Have you verified that Roon Server is on the same subnet as your Remotes?

· My Remotes and Server are on the same subnet and I still can't connect

Sometimes the issues can be resolved with a reinstall of your Roon Remote app. Let's try to perform a reinstall and see if it helps.

· I've reinstalled the Roon Remote but it did not help

What is the operating system of your Roon Server host machine?

· *Nucleus*

Select any of the following components that are present in your local network setup

· None of the above

Describe the issue

This has happened before, if the Nucleus loses power, the entire system fails, it was working after over 2 weeks of trying to get it back online and then a power failure and it has been weeks and I can't get it up and running.
Fing recognises the NP as in the network along with my PC that was the original server before the NP and now it defaults to the PC, the power light was working this morning and now it no longer illuminates, the lights of the ethernet connection come on for a period of time and then off for a period of time.
When I connect an HDMI cable to the NP and then my monitor, nothing appears on the screen.
With fing, I can see that the NP, the devialet amps and the PC all have different IP addresses. 192.168.1.70 192.168.1.71 and 192.168.1.72 The NP appears to be there, but nothing will recognize it as there, except fing. I tried looking at the router details but could not find the NP or devialet amps listed. It had been suggested the the motherboard died, but after that diagnosis it came back to life until a power interruption,

Describe your network setup

this is hard wired all the way from the modem, fiber optic at 300mbps to a dlink splitter that has been in place since day one, it runs the amps, PC and NP all hardwired and checked out with a meter. A telus wifi hub modem/router

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Hi @don_bradley,
Thanks for reaching out to us about this issue.

This indicates that your Nucleus has had a hardware failure, You can use this link to submit an RMA.

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I have tried to work with Roon on this and there are no replacement motherboards, the unit seems to randomly work so I need to replace it, repair seems to not be an option here, my $4,800. CAD nucleus is dead.
I’m looking at a 1. NUC13ANHi7 from the list Roon has of replacement units. Would this unit replace a Nucleus Plus or is this only for Rock and I don’t know what that is, could you offer some advice for this, the nucleus died in Aug 2024 and we are without. Thanks

4

Any chance of getting some help with this guys, we have been with roon since 2017 and all I want it to get my nucleus operating again. Help please, it’s been down for over a month now.

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@don_bradley I’m a fellow user but do not use a Nucleus or ROCK. That said, there are a few options. If you have a recent (or any) backup of your Roon database and have access to your music files, temporarily you could use any Windows 10 or 11 PC, a Macintosh, or a Linux PC to act as a Roon Server.

I believe the NUC you have specified above would more similar to a Nucleus Plus due to it using an i7 processor.

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F.Y.I. ROCK is an installer that installs RoonOS (the same operating system as that used by the Nucleus devices) and Roon Server. Once installed, the user experience with ROCK is near identical to that using a Nucleus. The NUC13ANHi7 will likely perform better than a Nucleus or Nucleus Plus and may even be up to Titan levels of performance. In addition, because it employs UEFI boot, it will get the latest version of RoonOS (as used on the Nucleus One and the Nucleus Titan) which adds Tailscale support if that is a feature that you consider worth having.

The only difference between a ROCK install and a Nucleus device is the performance and fan profiles used (or not) to manage system temperatures. The Nucleus, Nucleus Plus and Nucleus Titan are all fanless systems and so they need to manage thermals in a different manner.

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Thanks so much for the feedback, I have tried my PC W10 desktop and the load is way too much for it.

This was the reason I went the Nucleus + route. It appears I will need a NUC to get back to listening to music

Again, thanks for taking the time, appreciate it.

1 Like
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Thanks for the feedback.

I know nothing about UEFI boot, not a clue and pretty much the same for Tailscale support.

A lot of the new tech and for that matter the old tech, is beyond me, I picked up the info on the NUC13anhi7 from Roon approved devices, looked at the newest, most powerful on the list and thought, “that might work”

Thank you so much for your input and feedback, I really appreciate it. I’m working in the dark here and feed off of any details anyone is kind enough to pass on.

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OK. You don’t need to know anything about UEFI boot. The installer looks after the details. The important point is that this is the more modern boot system which will allow the most recent versions of RoonOS to be installed.

W.R.T. Tailscale, this is only relevant if you want to use Roon ARC for remote access to your music and you either do not want to use, or are having trouble using, Port Forwarding. If you don’t understand port forwarding or Tailscale, then you probably don’t need it - at least at this point in time.

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I think my nucleus plus was a dud from day one, it only worked intermittently, if there was a power outage it took me a week or so to get it working again, a windows update would crash it, a roon update would crash it, if we didn’t use it for a couple of weeks, that crashed it.

Arc we were only able to use a few times, all the crashing seemed to have a negative effect on that feature. I’m hoping I can get this nuc to work. Has not been a good experience.

If wasn’t for my determination, most smart people would have given up.

I will endeavour to persevere.

Thanks again for your help.

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When I started with Roon, I bought a NUC11TNHi7 and installed ROCK. The system was faultless for the 10 months that I ran it like that.

After 10 months I abandoned ROCK and installed a lightweight Linux distribution with Roon Server installed on top - again working flawlessly ever since.

My reasons for abandoning ROCK in favour of a more complete linux installation had nothing to do with the performance of ROCK itself which was always good. More it was to facilitate the installation of other software and to provide system monitoring - particularly for diagnosing network issues.

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Hey @don_bradley,

We’re sorry to hear about your Nucleus issues, but think it’s important to mention the risks of experiencing hardware failure due to power outages - especially if they occur often.

A good way to better protect any device from hardware failure is to incorporate a UPS between your outlet and the device. A UPS is a device that provides a continuous power supply to equipment, even during power outages or fluctuations. UPSs are important for protecting sensitive electronic devices from damage, data loss, and system crashes.

If you’re interested in getting additional feedback from other Roon users on different server machine options, I definitely suggest making a fresh post over in our Roon Software Discussion for additional thoughts from the community.

Outside of that, certainly, let us know what else we can help with! :pray:

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I have found it very difficult to diagnose system issues or troubleshooting with the Roon Community. Too many topics, everyone has a different opinion, not even remotely the same setup as mine. The extended periods of time before I get a response from support, having a bit of ADD or lack of patience on my part. We have not used Roon but for a fraction of time because of all the odd things that happen.

Would love a little bit of stability in our system, just sit back and listen without troubleshooting some weird issue.

Paying for Roon when we haven’t been able to listen since Aug is getting old.

Really appreciate your explanations and help with our issues.

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I have a $1,000 Furman linear power conditioner that protects all our system. Power outages happen to everyone everywhere and the Nucleus should be able to handle that like any CPU, it’s a fact of life, but I do appreciate what you are saying. Issues have been since day one, such as, not opening Roon at least weekly, updates (I always hated a Roon update as it would crash the Nucleus) My wife would catch me trying to get Roon working and ask " did they do another update?) I think this Nucleus Plus has been faulty since day one. At least is has finally died, it will not turn on anymore and I’m not stuck with a the faint hope that I can get it going again, it’s dead. Almost three months without being able to listen to our system.

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That’s not the same thing as a UPS and provides protection against different things.

Not really, in 55 years in Austria and Germany I think there were two in areas where I lived.

All computers can be damaged by a power outage. Whether it affects yours is just statistical randomness. In fact, a Nucleus is just a generic Intel NUC in different casing.

As for your continued issues, it does sounds like the unit was dodgy.

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Hi Suedkiez,
Thanks for the feedback.
Yes I realize that a line conditioner is not a UPS, but by design, they do protect sensitive components, all my sensitive electronics are run through line conditioners, they handle power surges, brownouts and the like, the only failure has been the Nucleus, but again, I believe it was defective from day one as it has been always a problem as mentioned, updates being the worst, whether Roon or Windows. I can’t say that the power failures were an issue as much as an update.

As you live in the EU and not North America, we live on the west coast of Canada where we get blasts from the pacific ocean spring and fall and live amongst 150 foot tall douglas fir trees, we experience a different challenge.

Could well be statistical randomness indeed, unfortunately if the power outages are to blame, the Nuc is the only computer/device I have ever lost in 35 years, so I guess it could be statistical randomness.

Dodgy is the way I’m leaning. I was hesitant to use the community as I felt that my system did not compare to others, I really dislike forums I guess truth be told. But when I finally broke down and contacted tech support they told me, given the info I supplied, it was broke. A week later it sprung back to life and worked for a few weeks more. Sound dodgy right?
Thanks for you input, appreciated.

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I get that. I’m just saying they don’t „happen to everyone everywhere“ during normal course of events. In regions where they are common, a UPS would be a very good idea. (It’s also a good idea in regions where they are very unlikely, but one can usually get away without one :slight_smile: )

But yeah, your story about the unit makes it sound possibly dodgy from the start

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Funny story, I had a UPS for our modem backup power supply because our telephone was an internet phone and in case of emergency our cell service here in a storm is terrible here.
The UPS and the Nucleus are the only two devices that have died.
Can’t win!

1 Like
19

Hey @don_bradley,

Thanks for the additional information! Have you been in touch with our Nucleus department specifically yet?
The best next step here is to get in touch with our RMA department directly, 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".

Typeform link : Nucleus Troubleshooting

Screenshot for reference:

Screenshot 2024-08-30 at 10.55.51
Screenshot 2024-08-30 at 10.55.51836×394 32.6 KB

They’ll help get you sorted out moving forward. Thanks! :+1:

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