· The Nucleus boots up and I can connect to it in the Roon app without issue, but I have a question about configuration/storage/attached devices
Describe the issue
Hi, I bought the Nucleus One and it is permanently restarting the roon server when I‘m scrolling through my library (3.300albums, 70.000 titles). I tried more memory as described on your website, but none of the 16Gb ram worked. I‘m now waiting for the third modul. Meanwhile the 30day-time for sending back the nucleus is over. Why do you sell the Nucleus with too less memory, although you know, that it‘s not enough? I‘m absolutely disappointed, I have a life-time license but I think about to change to another software like Audirvana. I will test next.
First of all, I’m very sorry for the frustration this experience has caused — I completely understand how disappointing this is, especially with a lifetime license and a brand-new Nucleus One.
I want to be fully transparent: we have already reported this behavior to our R&D team, and it is being handled as a high-priority issue.
We’ve received multiple reports from different users describing very similar symptoms on Nucleus.
Regarding the memory upgrades you tried: having more RAM is absolutely a good thing, and it does allow Roon to comfortably handle larger libraries and future growth. So your decision to try higher-capacity modules makes sense and will be beneficial long-term.
However, based on what we’re seeing across multiple systems, the current issue itself is software-related, and adding more memory does help you resolve the issue at this time as we wouldn’t reach out to all the available memory immediately after the restart.
If you’re willing, you can help us speed up the investigation by sharing a copy of your Roon backup folder. This allows our engineers to reproduce the exact library state that triggers the memory spike.
Instructions for locating and copying the backup folder can be found here:
This step is completely optional, but it can significantly help shorten the time needed to identify and fix the root cause.
Your case is now linked to the ongoing investigation, and we’ll keep you updated as soon as we have progress to share.
Thank you again for your patience — and I’m truly sorry for the experience you’ve had so far.
Sorry for my late response to your very kind mail.
Yesterday my third ram-modul arrived and today I installed it. And now everything works fine, the Nucleus is starting without any problem and the roon software doesn’t shutdown and restart when I use it. I tested all my former usage (when Roon was installed on my MacBook Pro with 32 GB Ram) and Roon works stable.
This time I didn’t order ram as described on your website, but with the same specifications of the built in 4GB ram, 3200 MHz, 22 CL and so on ….
Do you need additional information from me, perhaps about my library etc? Shall I still send you a copy of my backup folder?
Let me please know and I’ll try it. I can best copy my backup folder on my Microsoft OneDrive and share the folder via a personal link for you.