· None of the above quite fits
· None of these quite match
· Our nuecleus at our showroom will not show up on the app. My phone and the neucleus have been moved into a controlled lab network. I installed the windows room application and still the neuclies will not show up.
· We have an eero router
Hi @bryan.bentley,
Thanks for taking the time to write in and share your report!
Just to confirm, you are referring to the same machine in your above statement, correct? So your Nucleus that was previously in your showroom is now in a controlled network, and still having issues?
If this is the case, we’ll need further insight into the network youre referring to. How specifically is your Nucleus connected to your primary router? Do you have any active VPNs or third-party security software installed within the network itself?
Are you able to access the webUI of your Nucleus? Here’s more info on how to access the webUI:
We’ll be on standby for your reply and results, thank you! 
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Hi @bryan.bentley,
Diagnostics indicate that the Nucleus is likely on a separate subnetwork than the Windows 11 machine associated with your Roon account.
The multicast device discovery traffic upon which Roon relies won’t cross VLANs in most cases; please try connecting the unit to the same subnet as the rest of your remotes or disable any consumer VPNs.
Please also try limiting the Eero mesh network to a single class-C block:
Do you have any managed switches in this setup?
We’ll watch for your response. Thank you!
We wanted to ping this thread before it auto-closed. Please reach out if we can clarify any of the points above or if you have any further questions. Thanks!
We have got the device to show up plugged into a particular switch and then upon connecting it directly to our main switch it wouldn’t show up. After that we put in back in to the working configuration to find that it isn’t working in the once working configuration. At this point we would like to send it back to get repairs. How do I start that process?
You’ve posted a new topic, and I’ve made it into a PM with instructions on how to initiate a RMA for the unit.
Hey @bryan.bentley,
You have my apologies for any confusion so far! I see that you’re a Roon dealer, we have a separate, dedicated support channel for Roon dealers, please email :
If you could please include the serial number of the issue Nucleus in your above email, that would be helpful. We’ll want to take a closer look at your issued Nucleus diagnostics for any hints at hardware-related errors.
Thank you!