Nucleus One only importing 300 out of 1000+ iTunes albums (ref#26EI2O)

Support Nucleus Support
1

Select your Nucleus model from the list below

· Nucleus One

I'm having trouble with my Nucleus hardware

· Other

Select the option that fits best

· 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

I have had Roon for several years using my windows laptop as my core. There was no problem for Roon to get all of my iTunes library containing more than a thousand albums. I purchased the Nucleus One a few months ago and upon starting it up it obtained only 300+ of the more than a thousand albums that were already part of the Roon core. I have the same Spectrum internet set up for several years as on the original
Roon set up. Need help getting the Nucleus One up to speed with the complete ITunes library which is more than 10 years old. I have been traveling the last few months and haven’t had time to deal with this issue until now. Also never been able to get Arc to work. I have an IPhone 13. But first things first. Help!!

2

Helo @PATRICK_BULLOCK

Thank you for your post. The account from which you’ve posted isn’t tied to an active Roon server instance or license - do you have a second email address that you’ve used in the past to sign into Roon?

Please go here to our Accounts page and verify the current status of your Roon account.

If you have a question about the status of your account, please reach out directly here: Get in touch

Once we know which Roon instance is tied to this account, we’ll eagerly assist with the issue you’re having with the application.

3

I went to accounts page my account is fine and says will renew 12/25. What’s going on here? I only have one email and have always used it on Roon for several years. [e-mail censored by support]

4

Hi @PATRICK_BULLOCK,

I edited out your email from your previous comment to protect your privacy.

I was able to find record of your Nucleus One in our system but we’re unable to send our automatic diagnostic request to it right now. Can you please use the directions found here and send over a set of logs to our File Uploader? Once logs have been uploaded, please let us know so that we can check the server for your files, thanks!