Nucleus not powering on after extended period of inactivity (ref#4LLHMJ)

Support Nucleus Support
1

What’s happening?

· My Roon software won't start up

How can we help?

· I'm having trouble with my Nucleus hardware

Other options

· My Roon software won't start up

Describe the issue

I recently moved and my Roon was not active for an extended period of time, due to having to run an ethernet cable to a lower level. I just got this run, and set up my Roon. When I connected the ethernet cable, the light did not blink. When I hit the power button, the light did not come on. I tested the power supply with a multimeter, and it showed no DC power.

Describe your network setup

I have an Xfinity moden. I run an ethernet cable to the lower level, and have a TP-Link TL-SG105, 5 Port Gigabit Unmanaged Ethernet Switch, with ethernet cables. The Roon is plugged into a Torus Power conditioner.

2

Most likely you need a replacement PSU, make sure you check the specifications before hand.

Just to rule out a problem with the Torus, try plugging the Nucleus’s PSU directly into a mains socket.

3

Thanks Carl. I tested the PSU through both the Torus and 2 other sockets. No DC power.

4

Hello @Andrew_Haynes ,

Based on your post, it sounds like the power supply may be having issues? If this is the case, you can order a new Nucleus power supply by navigating to the below link:

5

Do I need the plug Roon sells, or will any 19V, 3.42 A, 65W power supply work? I see Roon ships USPS ground, which is slow.

6

Hi @Andrew_Haynes,

We recommend using the original power supply built for the Nucleus for the best performance and reliability. :+1:

8

What’s happening?

· Other

How can we help?

· None of the above

Other options

· My Roon software won't start up

Describe the issue

Roon will not start. I bought a new power supply from Roon. Nothing will light up.

Describe your network setup

Ethernet cable from XFinity modem.

9

Hi @Andrew_Haynes,

Thank you for your post. I assume you’re not able to access the RoonOS Web UI for this Nucleus from a browser?

Do you have an HDMI cable and a monitor/display you can use? Plug the HDMI output of the Nucleus directly into the monitor - if the unit’s BIOS is online, you should see diagnostics about the Nucleus on the monitor. Please share a photo here if this diagnostic report displays.

This unit might require an RMA if it has a failing hardware component. We’ll start with the above two tests to gather complete information, and then provide follow up from there as necessary. Thank you for your patience.

11

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