· 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
Hello,
My brand new Nucleus One is unusable; it crashes when I browse through my library. The behavior is exactly the same as described in this post: https://community.roonlabs.com/t/nucleus-one-constant-freezing-and-roon-support-doesnt-respond/278113/18. I’ve tried all the suggested ‘solutions’: resetting the database, reinstalling the OS, starting with a clean library instead of a backup, etc. Nothing works!
Returning the unit is not an option because I’m in the EU, and all the customs and fees have already been paid. It would be a complicated process. I used my iMac as a Roon core for years without any issues. I’m very disappointed with my Nucleus experience :(
It’s good to see you on the community again! Sorry to hear you’re having some issues with your Nucleus.
Can you please access the webUI of your Nucleus and share a screenshot? Here’s more info:
With that, can you also share a screenshot of your Roon Settings>Storage
Can you provide more information around this statement above? When you reset your database, did you test out using Roon on a fresh database, or did you immediately restore a backup?
I would try this again, but don’t restore a backup this time around. See if you’re able to navigate around Roon without your local library.
Also, how is your Nucleus connected to your network? Please set a direct ethernet connection from your Nucleus to your router, and let me know how things feel.
When i reset the database, i tested using a fresh database, and still using it now. It behaves the same as the old restored database, crashes and reboots all the time, even when only browsing through my albums, without playinig anything.
My Nucleus is connected directly to my Ubiquiti Dream Machine Router all the time. I am 100% sure that the crashing and rebooting is not a LAN network related issue.
When i browse the album section, at one point it cannot load all the thumbnails, and then the connection with nucleus stops with “Uh oh, something’s not right” message, and then the connection returns after waiting for a while (few minutes).
Your second screenshot shows 2 storage locations and that they are both currently scanning.
Might be worth only add ING one watched folder/location at a time and allow the scanning/identification and background audio analysis to complete before adding the second watched folder/location.
Sorry for not being more clear in my response above - when I mentioned testing a fresh database, I meant using your Nucleus without adding your local library.
Open Roon on your Nucleus, and only add Tidal or Qobuz, and see if you experience the same crashing. We’re essentially trying to rule out your local library, as we’re still not seeing any direct hardware related errors in your Nucleus diagnostic report.
I agree with you on this
If possible, could you send over a set of manual logs from the Nucleus after testing out the above? You use the directions found here and send over a set of logs to our File Uploader.
I will try to reset the database again, connect only Qobuz and Tidal, and send the logs manually.
It seems that crashing occurs exclusively when browsing the “Albums” section during fast scrolling. At one point, Roon does not load the album thumbnails and crashes afterward.
I tried with only Qobuz and Tidal connected, without my local files, and it works OK, without crashing, but i only have 480 albums added with Tidal and Qobuz.
I also sent the log files to your File Uploader.
I have approx 57.000 tracks. But that is my original restored library.
The Logs i uploaded were from the clean library (for testing, as you suggested) with only qobuz and Tidal connected, and it had only aroud 400 albums). This “out of memory” issue is from the logs i uploaded? It seems strange.
Thanks for following up! We’re still waiting to get more information from our Nucleus team on what options we have for you at this time - you shouldn’t be hitting any OOMs with that library size.
In the meantime, let’s try a total database refresh on the Nucleus and see if that helps improve your crashing symptoms:
I already tried resetting the database and creating a new database from scratch (as I mentioned in a post in this thread 14 days ago). The new fresh database has the same problem as the restored database.
Today I had for the first time a situation where Roon Nucleus restarted when only playing music, not even browsing albums (only playing DSD file)!
What was the track you played when you experienced this issue below?
The most recent diagnostics indicate the crash relates to corrupt TIFF data stored in an image file. If you experienced the crash during playback, the queue most likely contained the offending artwork file.
The file is undoubtedly stored with a local library item. Try disabling Watched Folders and relying solely on streaming music and attempt to reproduce the error. If you can’t reproduce within a reasonable duration of listening and browsing under the same circumstances, then add Watched Folders back. This will A/B test the hypothesis above. Please share approximate timestamps of any crash events.
It also came to mind that it could be a problem with some sort of corrupted file, but everything works fine when the same library runs on my iMac.
I just searched all of my local folders, and I could not find any .TIFF files (TIF extension). I was planning to delete all of them and see if the problem goes away. So i am not sure where to look for corrupted TIFF data you mentioned?
I already tried using only streaming music (without any watched folders connected), and it worked fine (see my older posts in this thread). Using only Qobuz and Tidal, I had only 500 albums when browsing, so maybe the ‘out of memory’ problem was avoided because of this.
If you’re curious you could try opening the box and checking the memory. If there are 2 sticks perhaps one is not seated correctly. Have no idea if something like that would show up in the logs for support to see.
I opened the box and there was one 4GB SODIMM installed. I exchanged it for a 16GB SODIMM, and right now, the Roon Nucleus is working perfectly! No crashes, and all albums and thumbnails load instantly…
Great, good to hear. Based on what I’ve heard/read it should have been enough for your library. Maybe just an issue with that memory stick. More memory is usually better in my experience.
