My Nucleus One has been experiencing an issue from time to time where the Roon server becomes unreachable, and Roon displays a message indicating it’s waiting for the server. When I check the device’s IP address, I notice that the server appears to have rebooted itself — the uptime shows as only 1 minute, which suggests it has just restarted.
This has occurred quite a few times over the past few months. I’m wondering if this is a known issue, and whether there is a fix available. Could this potentially point to a hardware issue with my Nucleus One?
Thank you in advance for your help in looking into this.
Describe your network setup
For reference, I have a simple network setup: my internet connection comes in through a router, which feeds into a Netgear 8-port unmanaged network switch. From there, one connection goes to my Naim streamer, and another connects to the Nucleus One.
Thanks for reaching out. I am looking over your account and I tried to activate diagnostics for your Nucleus One, but it doesn’t seem to be properly communicating with out servers. Can you please use these instructions to access your Nucleus logs, upload a set to the below link, and let us know once uploaded so that we can review them? Thanks!
Based on my previous experience, there have been instances where my Nucleus One was not visible or detected on your end. I’m not entirely sure how to resolve this issue myself, so I’ve uploaded several log files for your reference. I hope they provide some insights to help identify what might be causing the problem.
Once again, I really appreciate your assistance and look forward to your advice on the next steps.
We’re going to enable some additional verbose logging and diagnostics in the meantime. We’d like to request that you leave this unit running until another network event/crash manifests, and then once again use the directions found here to send over a set of logs to our File Uploader at your convenience. This resulting logset will contain significantly more detail than the first.
We should be able to rule out hardware faults with the resulting logset, and possibly pinpoint a resource constraint or background condition that’s causing the crash.
Thank you again for your patience and for bringing this to our attention.
I’ll do just that—I’ll keep the unit running and will send over a new set of logs using the instructions provided as soon as another network event or crash occurs. Hopefully, this will happen within the next 10 days before the post closes.
Just to clarify—if the issue doesn’t recur within the next 10 days and the post closes, what should I do in that case?
Appreciate your support and assistance throughout this process.
Unfortunately, the issue just occurred again—connection to the Roon Server was lost, and upon checking, I noticed that the server had restarted. I have just uploaded the latest set of log files as requested.
Appreciate your assistance in helping identify the root cause, and hopefully we’ll be able to pinpoint what’s going on.
I think what @benjamin was asking was for you first to reboot your Nucleus twice - this turns on extra diagnostic logging in the Nucleus. Then, when the self-rebooting of the Roon Server next occurs, to send in the new logs to him for analysis.
Apologies for the delay—I was out of the country for the past two days and didn’t have a chance to catch the reboot in action. I’ll be closely monitoring the system over the next few days and will send over a fresh set of logs as soon as I’m able to capture the issue.
I’ve already rebooted the unit twice as instructed to enable diagnostic logging—do I need to do that again to mark a new session?
The double reboot was needed only to enable additional diagnostics on your account — so we’re all set on that front. From here, you just need to capture the issue after the reboot and then share the logs with us.
Let us know once that’s done, and we’ll continue investigating from there.
This happens even when you’re running the Roon Server on a Mac. If it auto updates, you have to go in and restart it otherwise it doesn’t see your non-local endpoints.
It just happened again — I lost connection to the server, and when I checked, it had rebooted itself.
I will upload the logs now in hopes that we can find something this time. However, I’ve been reconnecting my equipment lately, and I’ve also turned the server off a couple of times. I hope that won’t affect our ability to identify the root cause.
Additionally, I recently replaced my network switch with a new one — an Ansuz Powerswitch. It looks like the issue wasn’t caused by the old switch after all.
Also, every time this happens, when I try to upload my log files, I run into an issue with the file named “RoonServer_log.txt” — I always have trouble uploading this particular file.
