Nucleus+ not found on network after recent update (ref#MVX3D7)

[anagnosd]

Is Roon Server running?

· Yes, Roon Server is turned on and running.

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

· *Mesh networks*, *Antivirus* *software *installed on RoonServer _or _Roon Remotes, *Virtual Machine (VM)* on Roon Remote or Roon Server

Roon doesn't officially support Virtual Machines due to the inherent complexity and range of settings available.

· I'll continue troubleshooting with a standard environment. Please take me to the next question.

You mentioned a mesh network in your setup. Certain common mesh networks might require slight reconfiguration to support Roon.

· Orbi

Click below for next steps with an Orbi mesh network.

· I still need help.

You mentioned antivirus software. Please select the specific Antivirus you have from the list below

· Norton

Click below for next steps with a Norton Antivirus

· I still need help.

Describe the issue

Nucleus+ was functioning fine two weeks ago, and was updated. Now it cannot be connected to or found, and does not show up on network. Connection is via ethernet. I've checked all aspects of network, firewalls, etc. Turning off firewall has no effect (server is not being blocked). Unit has been functioning properly for over 3 years. I believe the problem is with the Nucleus+ device itself.

Describe your network setup

Connected to ethernet via switch. Using Orbi RBRE960 router as part of mesh network. Several Macs on network. Roon remote cannot find the server from any of our devices (Macs, iPad, iPhone, etc.). Nothing has changed on network for over 1 1/2 years.

[anagnosd]

Wondering if this is a power supply issue with the Nucleus+. Power light turns off every minute or two for 2-3 seconds then turns back on. And cannot turn unit off via the power switch. It appears that the unit is periodically power-cycling…maybe loses network connection before being recognized.

[benjamin]

Hey @anagnosd,

Thanks for writing in and welcome to the community! Sorry to hear about your Nucleus issues. As a next step, could you please hook up your Nucleus to a monitor via HDMI, and share a screenshot of what you see?

It may also be good to review the webUI of your machine - here’s more info on that:

https://help.roonlabs.com/portal/en/kb/articles/roonos-webui

We’ll be monitoring for your reply, thank you!

[anagnosd]

Hi Benjamin,

I get no HDMI signal when connecting the Nucleus+ (tried two different monitors). WebUI does not work either since the RoonOS server (Nucleus+) cannot be found on the network (Mac running Ap and Nucleus+ connected to same ethernet switch).

This seems to point to a major hardware failure, or firmware has “bricked” the unit. Please advise on next step. Thanks.

[benjamin]

Hey @anagnosd,

Thanks for the report, and I’m sorry to hear you’ve hit some hardware issues with your Nucleus. 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:

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

[anagnosd]

Thanks Benjamin for your help. Went through the process of requesting an RMA as you suggested last Thursday but still have not received an RMA or an adequate response. And apparently customer service is unaware of the community site, this issue, and any troubleshooting we’ve gone through. This unit is part of our reference system for product development at Sonoma Acoustics (I am the cofounder and CTO). I would appreciate if you could contact someone to expedite the return, as this issue is causing us serious problems and I’ve done all I can at my end. Thanks!