· Just added Nucleus One and when going to Tidal and searching categories or sometimes just the opening page only title at top loads and I get the spinning wheel and nothing else. I have tried signing out and back in and rebooting but nothing seems to help. I did not have this problem when using PC only. It will occasionally load after a significant wait but most of the time not I am hardwired to internet. Also, everything else in ROON is loading much more slowly. What am I doing wrong?
Tell us about your home network
· Netgear Router to Xfinity router all hardwired. Everything else on switch and router work fine.
I think the next step here is to enable some diagnostics on your account so our technical staff can get some more insight into what’s going on here.
However, before I enable this feature, I’d like to ask for your help ensuring we gather the right information.
First, can you please reproduce the issue once more and note the time at which the error occurs. Then respond here with that time, and I’ll make sure we review the diagnostics related to that timestamp.
Thank you for your patience and our apologies for the lapse.
Our servers are having difficulty requesting the diagnostic logging that @vadim has activated for this Nucleus. At your convenience, can you please use the directions found here to locate the RoonServer → Logs folder, compress (zip) it, and upload it to our secure File Uploader?
We’ll use this to pinpoint what’s wrong. Thank you!
We’ve not seen a reply and want to ensure this thread doesn’t auto-close before your issue is resolved.
Have you been able to access your RoonServer folder (the database location) and the logs housed within, per the post above? Our servers still don’t show any activity from your Roon devices in the last several days, but it does appear they’ve been online since you first created this support request.
Let us know if we can clarify any details. We’ll watch for your reply and proceed from there. Thank you!
I would need some help if possible to get the logs. I am not computer literate and also due to physical limitations cannot sit and work my way through it or stand for very long at the computer to do. If someone could walk me through it over the phone any day but Fridays after 1:30 PST it would be appreciated. Let me know if this is possible.
We do not offer phone support but we would be more than happy to assist you right here on the Community website.
When we resolve issues on Community, it ensures that our entire team has access to the discussion and can weigh in as needed. This means that not only can our support team contribute, but so can our QA team, developers, and senior staff.
To find out the logs, using the Windows machine, open File Explorer and navigate to \NUCLEUS\Data and use Guest as the username and password. You should then see the RoonServer folder.
If you have any issues connecting to the SMB share this is a common behavior in recent Windows updates (10/11), where the system automatically blocks network shares that don’t require a password. Since Nucleus is designed to be accessible without a password for convenience, Windows essentially puts up a barrier.
We have a step-by-step guide on how to adjust this setting in Windows so you can copy your music files:
After copying the RoonServer/Logs folder you can zip it by rightclicking to the fiolder and upload it using the following link: