Nucleus not outputting audio after turning on system (ref#5493KM)

[Casey_Carney]

What best describes your playback issue?

· Music doesn't start when I press "Play"

What type of Zone is affected by this problem?

· *All of my Zones* are affected.

Does the issue affect all file formats?

· The issue affects *multiple/all* file formats.

Does the issue happen with local library music, streaming service music, or both?

· *Both streaming and local* *library* music are affected.

Do you encounter any playback errors with the "System Output" Zone?

· The System Output has *no problem*, it's only my other Zone.

How is the affected Zone connected to your RoonServer machine?

· Network - Ethernet

Which network audio protocol is the Zone using with Roon?

· RoonReady

Does the device show up at all in Roon Settings -> Audio?

· Yes, it shows up there, but it isn't Enabled

Does the "Enable" button unlock the Zone?

· I pressed Enable, but the Zone remains disabled

Does the device play audio from another source when using the same connection?

· The device has no problems with another audio source

Have you checked that Roon is whitelisted in any firewalls?

· I've checked the firewall and the issue remains

If the device has multiple output options, do the other options work as expected?

· Multiple output types are affected

Is the device using the latest firmware as per the manufacturer?

· Firmware is up-to-date but the issue remains

What are the make and model of the affected audio device(s) and the connection type?

· Van Alstine DAC, Pre, and Power amp

Describe the issue

Hello. I have had the Nucleus for about a month. I turned my system on today and there is no output. Everything seems fine, ROON plays the tracks on my Mac, but not on my system. I checked all connections and fuses. Was working fine until today. Firmware is up to date.

Describe your network setup

Verizin router via cat 5 to Nucleus.

[connor]

Hi @Casey_Carney,

Please share the following details so the technical support team is equipped to precisely diagnose the issue:

1. A screenshot of Signal Path within Roon for the audio chain with which you’re having trouble.

2. An approximate timestamp or the name of a track that was playing when you last encountered this playback problem.

We’ll use the above information to pinpoint the event in diagnostics. From there, we can suggest a range of solutions as available.

[Casey_Carney]

Here you go…

[connor]

Hi @Casey_Carney,

What is the specific model of endpoint to which you’re outputting HDMI?

For due diligence, under “Advanced” in the Device Setup window above, verify that the max sample rate is above 96kHz.

We currently only see a Mac-based RoonServer instance associated with your account. Is this Nucleus still online?

[Casey_Carney]

Thank you. I away at this time but I will update you when I return.

[Casey_Carney]

I have my iMac and IPhone as controllers. They were working fine last month… It may be my router?

[connor]

Hi @Casey_Carney,

We’ll need to request a set of manual logfiles from the Nucleus to be sure what’s causing the issue here. At your convenience, can you please use the directions found here and send over a set of logs to our File Uploader?

Thank you!