Nucleus One power supply failure with no LED or power (ref#X7422X)

Support
1

Hi! What’s not quite right with Roon?

· None of the above quite fits

None of the above quite fits

· None of these quite match

Tell us what's going on

· My Roon Nucleus One shows no front LED and the power brick remains cold after 10+ minutes.
I have tried multiple outlets and reseated all connections.

I am also unable to open a support ticket:
– help portal rejects my email
– direct ticket link errors
– support email bounces

I need assistance with what appears to be a failed Nucleus One power supply.

Tell us about your home network

· Irrelevant. The nucleus one will not power on. Everything was working fine until yesterday when this problem occurred.

2

You seem to have been able to open a support ticket - there is a reference number attached to the title.

The Support Team will respond after the weekend to your post.

3

Hello @Jackson_Lawson

Before we proceed with a hardware replacement, let’s try one quick diagnostic step to confirm the exact state of the unit:

The HDMI Test:

  1. Please connect your Nucleus directly to a TV or computer monitor using an HDMI cable.
  2. Power on the Nucleus.
  3. Check the display. (If you see any text or a Roon OS logo, please take a photo and share it here with us).

If the screen remains completely blank (or shows “No Signal”), this confirms a hardware failure. In that case, the best next step is to get in touch with our RMA department directly, as they handle all hardware-related Nucleus issues.

To do so, open the Typeform link below and select ‘Other’ followed by ‘This issue is related to a physical component’.

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

They’ll help get you sorted out moving forward. Thanks! :+1:

4

The original problem vanished. The Nucleus One booted fine when I started prepping to follow your instructions.

Now, although my Roon system appears fully functional otherwise, I get a message saying “Can’t connect to Roon Search” whenever I attempt to do so.

Details:

Core: Nucleus One

Controllers: iPad + iPhone (fresh install on iPhone)

Internet access confirmed

TIdal shows “successfully signed in”

Sync library aborts immediately (Sync now wording die]sappears for 1 second when pressed and returns)

Search fails on every attempt.

Earlier I also encountered:

Roon stating my account/email ”Doesn’t Exist”

SUpport Portal errors.

This appears to be a cloud-side Search/metadata service issue tied to my account.

Could you please reset or resync my account.

Thank You

5

Yes, but not tied to just your account.

Please see this pinned Service Alert …

6

Hello @Jackson_Lawson,

I want to quickly address the second part of your message regarding the help portal rejecting your email and the support links giving you errors.

These issues are directly related to a major, ongoing service disruption with our cloud infrastructure provider (Cloudflare). This outage has temporarily affected various Roon services, including our support portals, ticketing systems, and RMA forms.

What to do next: Please keep an eye on the banner at the top of the Community site and our main tracking thread regarding this outage.

Once we post an official notification that all cloud services are fully restored and functioning normally. If you are still unable to submit the form, or if you need further assistance with your Nucleus One after the all-clear is given, please update us right here in this thread!

7

Hi @Jackson_Lawson,

The cloud server issues affecting this case have since been resolved. You should have no further difficulty reaching our team here or via the RMA portal linked above.

Please reach out here if you’re still experiencing issues with Roon Community or email.

8

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