Nucleus not powering on despite correct power supply voltage (ref#5QLO4N)

Support
1

Hi! What’s not quite right with Roon?

· Roon is slow, freezing or won’t start

Roon is slow, freezing or won’t start

· Roon won’t start up at all

Tell us what's going on

· Unit is dead power supply showing 19.23vdc

Tell us about your home network

· Ethernet connected

2

Hi! What’s not quite right with Roon?

· Roon is slow, freezing or won’t start

Roon is slow, freezing or won’t start

· Roon won’t start up at all

Tell us what's going on

· Dead won’t power up

Tell us about your home network

· Router connected thru Ethernet rg45 cable

3

Hi! What’s not quite right with Roon?

· Roon is slow, freezing or won’t start

Roon is slow, freezing or won’t start

· Roon won’t start up at all

Tell us what's going on

· How do I cancel my subscription since I can’t use a brick to stream music

Tell us about your home network

· Ethernet

4

@ferreirajavier, please be patient and wait for your support request to be answered by Roon Technical Support. Making multiple requests is unhelpful, and will not result in a speedier response.

1 Like
5

It’s okay i rarely use this streaming service. I will cancel and throw away the roon device. Sorry for troubling your tech support

6

Hi! What’s not quite right with Roon?

· Roon is slow, freezing or won’t start

Roon is slow, freezing or won’t start

· Roon won’t start up at all

Tell us what's going on

· Warranty

Tell us about your home network

· Ethernet direct to router

7

Hi @ferreirajavier,

Thank you for your patience awaiting a response to this report.

Do you see the LEDs flashing at all when the device is connected to power and you attempt to turn it on?

What do you see if the Nucleus is connected to a monitor via HDMI and you attempt to power it on? Is there any diagnostic report output to the screen?

If you see no activity in the LEDs or on the monitor, please 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:

Screenshot 2024-08-30 at 10.55.51
Screenshot 2024-08-30 at 10.55.51836×394 32.6 KB

Our hardware team will promptly follow up with next steps. Thank you!

8

Hi @ferreirajavier,

We’ll merge this thread with your other inquiry about the same issue. Please see my response above. Thank you.

9

How do you reply to this email.

10

It’s difficult to know what this site is from a consumer perspective or if we are on the correct website. Very confusing. So please be patient with the customer

11

I want it reach customer service not a self help message board. I can’t fix a potential hardware problem for a product under warranty. The suggestion in the community board was take the music streamer to a computer to a repair shop is not something I want to do

12

What does waiting for approval mean?

13

Please follow the instructions provided by @connor above.

Thank you

14

Not sure I’m I reaching customer service for roon or a peer to peer community self help website

15

@connor is official Roon Staff so please follow his instructions

16

Support has replied to you in this post, which includes trouble shooting steps.

Please respond to this, and use the troubleshooting guide: Nucleus Troubleshooting.

17

Yes I attempted to turn it o. Yes I connected to hdmi port no it does not power on

18

Follow the instructions above what does that mean. Above were. I attempted to turn unit on I plugged in to hdmi port. Am I missing something? What else can I do? To satisfy you.

19

how do I make a warranty claim

20

Please complete the form as directed, which will start the RMA process.