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?
· "Waiting for your Roon Server"
What happens if you press the "Select a different Roon Server" button?
· I don't see Roon Server.
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
Network switch port (FortiSwitch) is up and shows an active connection but there is no MAC address or other device information. Restarted Nucleus+, restarted FortiSwitch.
Describe your network setup
FortiGate, FortiSwitch, Ethernet connection to Nucleus+.
Are you able to connect if you bypass the enterprise-grade switch? Next-gen firewalls and managed switches are known to interfere with Roon’s device announcement and audio distribution. Removing the FortiSwitch entirely is an illuminatory A/B test that reduces the number of variables at play.
We are the installing dealer, unit is in the customer’s home so I don’t have the ability to do this now. I can tell you that this Nucleus+ unit was repaired in mid-2023, main board was replaced. Case or repair #540488 The symptom prior to the repair was the same - Nucleus didn’t seem to be booting completely. Let me know if you’re able to check the notes on this previous repair.
Thanks for the information. Can you please confirm the user’s email address so that we can look over the account diagnostics? I have sent you a private message, you can let us know this information there so that the email is not in a public forum, thanks!
Hi @Thomas_Gilman,
You can see your direct messages by clicking on your profile picture on the upper right corner of the Community website and then clicking the envelope icon in the menu that opens.
We weren’t able to locate any additional information around the Nucleus from your clients account information.
As a next step, we’ll need your client to test out the above, if they haven’t already.
We’ll also now need a set of manual logs from the Nucleus since our servers arent seeing it or able to connect to it. If you could, please use the directions found here and send over a set of logs to our File Uploader?
Is it important to test the Nucleus+ in the customer’s home? He isn’t able to do this so we will send a tech to his home. I would prefer to bring the unit back to our office for additional troubleshooting.
Considering the network gear associated with their setup, testing in the same environment would be pretty important. That said, if you’re able to connect the Nucleus+ in your shop, it would also point to a network-related issue.
Let me know when you’re able to get a set of manual Nucleus logs over to our uploader, thank you!
