Nucleus One does not power on; Can't connect to Roon Server on PC

Support
1

I have two issues.

  1. Roon Nucleus One is dead. No power. No light when on botton is pushed in. Have connected the power supply to a known working outet.
  2. Trying to get a Roon server to play on my computer and when I log in, it just sits on the redirecting page and never progresses.
  3. Had i known how hands off Roon is with customers, I would have never bought a lifetime supscription.
2

Only item one is the problem. I got the server to work on my PC.

3

Hello @Tim_Deggendorfer,

Thanks for the update, and I’m sorry to hear about the trouble — I understand how frustrating this situation can be.

Since the PC-based Roon Server is now working, let’s focus on the Nucleus One power issue.

To help us narrow this down, could you please let us know:

  1. Where and when was the Nucleus One purchased? (directly from Roon or through a dealer)
  2. When you press the power button, do you see any sign of life at all (LED, fan noise, warmth)?
  3. Have you had a chance to test the unit with another power supply of similar specifications (same voltage, polarity, and equal or higher amperage)?

Power supplies are the most common point of failure, so if you’re able to safely test with a compatible alternative, that can quickly rule this out.
If that’s not possible, or if the unit remains completely unresponsive, the next step would be to proceed with an RMA, as this does appear to be a hardware-related issue.

Next step (RMA)

Please contact our RMA team directly using the link below and select:

  • Other
  • This issue is related to a physical component

Typeform link:

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

They’ll take care of the hardware side from there.

Lastly, if you’re willing, we’d also appreciate hearing a bit more about what led to your frustration — feedback like this genuinely helps us improve how we support our customers.

Thanks for your patience, and we’ll make sure you’re taken care of.

4
  1. Purchased from Roon directly. Order ID is **#4921 on 3-20-2024. It shipped several months later. It was a pre-order.
  2. No light, sound or warmth.
  3. I don’t have another power supply that is adequate. I did test the power supply with a multimeter and it is producing 9.5 volts.
  4. Point of frustration. When logging into my account, the only information in it is related to the subscription. The hardware purchase is not listed and there is no link to find how to contact support. I had to Google it. And in general, not having an email or chat option is also frustrating. It was not clear to me that the community service was monitored by support so I had little hope I would hear from someone other than other users.
5

Hi @Tim_Deggendorfer,

We appreciate the feedback - be sure to leave your thoughts over in Feedback as well.

The above reply from @vadim should get you squared away with our Nucleus RMA team. I’m glad to hear you’ve been able to get your other machine up and running as a server for the time being.

Certainly, let us know if you have any additional questions here!