· 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
Nucleus One. Virtually new. Replaced an old Nucleus Plus. Was working fine, even with first 2.71 update. But then Roon pushed out an new 2.71 update, and since that time, the Nucleus randomly disconnects from the ethernet network. All other equipment on the network is working fine. The cable connection is fine. The Nucleus power is on (light is on), but the Room Remote (in my case an iPad Pro 13”) shows no Roon Server on the network work. The router shows no connection to the Roon Server. If I reboot the Nucleus (have to either unplug it and plug back in and turn on manually, or use the power button to turn off and back on), everything comes back like nothing happened. Then randomly (last time it was working for less than 30 minutes) the same thing happens. The Nucleus is power on, music is playing, then it suddenly disconnects and the app can’t find it and the router says it’s disconnected. Again, no other equipment on the network is have any problems.
I’ve rebooted the iPad, checked the ethernet connections and verified signal is getting through…in fact, the lights at the Nucleus ethernet port stay on, yet it disconnects and does not reconnect automatically.
Very weird.
At no time have we lost internet connection. At no time has the router stumbled. Every other connected device has been working fine with zero issues.
How big is your library (number of tracks, both local and added from streaming services)?
But, on the other hand, if Roon Server crashes because of a too-large library, that shouldn’t cause RoonOS to lose the network connection.
What happens if you swap the ethernet cable for another one (or swap ports on your router or switch)?
The support team will be back after the weekend, so should be able to pull logs to see if that throws any light on what’s going on. As you say - very weird.
Library is less than 200 ripped CD’s plus albums via Qobuz. Total albums less than 2500 and around 35000 tracks. Way less than the Nucleus can handle. And, again, this is only happening after the last update. Nothing else has changed in the system. And it stayed on overnight, so it appears to only disconnect when actually streaming.
We have your logs and this is not related to the 2.71 update. You are already on the latest build, and what we found is a hardware fault.
Your Nucleus One’s kernel log is full of PCIe bus errors coming from the network controller. On 9 August it produced over ninety thousand of them in a single 58-second burst, so many that they overwrote the entire stored log history in about a minute. These are link-level errors between the network chip and the rest of the system.
That matches your description precisely. The port lights stay on because the cable link itself is fine, while the connection between the network chip and the system has failed, so the operating system loses the network entirely and only a full power cycle brings it back. It also explains why it happens while music is streaming rather than when idle, since the fault shows up under load.
This is not something a cable, a router port, a setting or a software update will fix.
Two things before we take the next step:
Please confirm you have tried a different Ethernet cable and a different port on the router. We expect this to make no difference, but it is the last external variable and we want it ruled out on the record.
Yesterday morning it was working at first, then it dropped out. I tried power off/on, and I got nothing. The app couldn’t find it. Tried switching port on the router…still nothing. Tried multiple times to use the power button, but still nothing on the app. Finally turned it off, pulled the plug, waited, plugged in, power on….took a while, but eventually the app picked it up. But, it said it was a new server and did I want to install it. Very strange. Started the setup procedure and then suddenly it all came back and it has been working ever since. I swapped ports on the router with another device and it works fine on the port the Nucleus had been plugged into, so I don’t think it’s the port. And since it’s been working OK for a day now, I’m loath to switch cables.
Sounds to me like we’re looking at a Nucleus hardware problem?
So, I guess check the logs for yesterday after it came back on line and see what changed? And noted that I couldn’t, at first, get it to reboot or be recognized no matter which port it was attached to.
Not streaming yet this morning as house guests are here and not up yet. Will start streaming later and we’ll see how it goes.
Finally was able to get the connection re-established after several attempts. Nucleus is on and I’m not going to stream thru it again until you check the logs and decide what to do. I have visiting family here, but tomorrow or Thursday I should be able to run a new ethernet cable to check off that box for you.
Your Nucleus has not been in contact with us for the last 20 hours, so it has dropped off again since your last post rather than staying up.
And you can stop testing. Please do not run a new cable. The errors in your logs are PCIe bus errors, which happen inside the machine between the network chip and the rest of the system, over ninety thousand of them in under a minute.
This is a hardware fault and it needs replacing. Please open the form below, choose “Other”, then “This issue is related to a physical component”. That reaches the team who handle Nucleus hardware, and your unit is well within warranty.
So, my brand new Nucleus has a hardware failure, and no one from “hardware” has gotten back to me at all, let alone with any sort of resolution or process…nothing. Crickets!
Thanks for the reply. I can confirm your ticket is with our RMA / Nucleus team, and they will respond as quickly as possible.
We’re a small team, so we definitely appreciate your patience in the meantime!
If you’d like to set up a temporary Roon Server on your Windows 10 machine, just so you have access to your music in the meantime, you can download Roon from our main page here:
Thanks. I’ll just play music using the SONOS app and Qobuz for now. I have no desire to go through loading temporary server software onto an older laptop, but thank you for the suggestion.
Your request is with the Nucleus hardware team and it is in their queue. They work through requests in order, so it will be picked up, and they will contact you directly.
Well either the team is too small or the number of hardware issues is too large….or both.
At this point, I’d just like my money back. At least if I built a NUC platform and something broke it would be addressed quickly by me vs waiting for a “small team” to work through all the other problems in their apparently large queue.
How do I get a refund for the Nucleus One? I’ll happily take out the SSD and send it back for a full refund.
This is really lousy customer service from the perspective of a customer since 2019. No one would be happy waiting for a small team to manage to get back to them, especially since no one is able to tell me when that might be. Could be today, next week, next month?
I can’t believe others put up with kind of lousy service.
I have bumped your request with the Nucleus hardware team directly and they will come back to you.
On the refund, that is not something we can decide here on the forum. We have escalated the question to the team who handle it, so you will get an answer on it directly via email.
All good here, thanks. I received a full refund, no questions asked. Well handled overall. Communications with the other team could have been a bit quicker on their end, but in the end, all worked out as I requested.
