Nucleus One hardware issue causing connectivity loss (ref#64B9Y3)

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

· Nucleus one

Tell us about your home network

· I have a big problem. I downloaded the latest version on my Nucleus and it gave me an error code, and it redirects me straight to you. Look at the code that’s shown — I can’t do anything anymore.

2

Hi @cbriere,

That kind of failure on a Nucleus One is a serious setback, especially when it stops you from doing anything at all.

Are you by any chance able to access your RoonServer/Logs folder using these instructions, upload a set to the link below, and let us know once it is uploaded?

https://workdrive.zohoexternal.com/collection/nocvrfc5b2ddab55140af8640f1d7ce13291e/external

3

I just received your email. I am a person from Quebec, Canada, who does not speak English at all and does not understand English. I have no idea what to do with the situation you are sending me. Also, I am no longer able to use my Nucleus since the last update.

4

Bonjour @cbriere,

Nous avons bien pris note de votre problème de chargement de bibliothèque. Afin de résoudre ce problème, nous vous conseillons de procéder à une restauration depuis une sauvegarde récente en suivant les étapes ci-dessous :

  1. Ouvrez Roon et accédez à Paramètres (icône en forme d’engrenage).

  2. Sélectionnez « Sauvegardes » dans le menu.

  3. Choisissez la sauvegarde la plus récente disponible.

  4. Cliquez sur « Restaurer » et attendez que le processus soit terminé.

  5. Redémarrez Roon une fois la restauration effectuée.

Si le problème persiste après la restauration, n’hésitez pas à revenir vers nous avec plus de détails sur votre configuration.

"Hello, We have noted your library loading problem. To resolve this issue, we advise you to perform a restore from a recent backup by following the steps below:
  1. Open Roon and go to Settings (gear icon).
  2. Select 'Backups' from the menu.
  3. Choose the most recent available backup.
  4. Click 'Restore' and wait for the process to complete.
  5. Restart Roon once the restoration is done.
If the problem persists after the restore, don't hesitate to come back to us with more details about your configuration."