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I opened up a ticket regarding my brand new Nucleus One that failed to come back after a hardware update. I have not heard back. I love Roon and it's frustrating that it's not working for unknown reasons.
Previously described
@Rob_Gander, sorry to hear about your issues with your new Nucleus One. Looking at your past activity I see only this post requesting support from Roon. Did you post about this issue with your N1 previously?
Thanks for the response. I did fill out a form for technical support. I received an email reply.
“”““Thanks, we got your message! Re: [##Typeform RMA request##]””“”
I guess it didn’t really go anywhere. I will describe the issue if you don’t mind.
I received my brand new Roon Nucleus One a few days ago. Previously I was running Roon on an old PC dedicated to Roon. This has worked fine for many years. RoonArc also worked fine. I deauthorized the old Roon installation and hooked up the Nucleus One. The server showed up right away on my new PC and my Android smartphone. My library is on a NAS on the same network. About 7000 tracks. Roon indexed the library quickly and I was able to play music. I have two Bluesound endpoints. A Pulse Mini that worked right away. Roon recognized my new Bluesound Node Icon but said it was not certified for Roon yet. All good. The app advised me that the Nucleus One needed an update. I think it said hardware, I clicked the button as usual however the app never came back. Spinning circle of doom and not even the choice to enter a network address. I waited a long time and tried depowering and repowering. That didn’t help. My network app can still see the Nucleus One on the network so I guess it’s alive however the app can’t find it. I looked to see if I could Factory Reset. That doesn’t seem to be an option. I would appreciate any help. I’ve loved Roon for years and was looking forward to the Nucleus One.
Hi @Rob_Gander ,
Thanks for your message. I was able to locate your RMA case, but since you are still seeing the Nucleus on the network, I wonder if this could be fixed without needing the RMA. Are you still by any chance able to access the Nucleus Web Interface?
If you are then you’d be able to perform an OS Reinstall and a RoonServer database + settings reset by clicking the below buttons. Can you please let us know if you’re able to give this a try?
Hi Noris,
Many thanks for getting back to me. I turned on the N1 without ethernet attached. Then I attached the ethernet. Somehow that seemed to bring back the server with the database and my library intact. It also recognized my Bluesound Node Icon as approved which it said it wasn’t before. I can’t really explain this.
I was never able to make the Web UI work. It keeps giving me a hand instead or a pointer to click. It seems to have a snapshot form some time in the past however it never updates. I tried it again now that Roon Server appears to be working as expected. The WebUI still does not respond as advertised. It’s not important anymore since the N1 is working.
I think the Server must have done the automatic bugfix update somehow. It is requesting a software update and a Nucleus 1 update. See screenshots attached. I hesitate to do this because that’s how this whole thing started. I have turned off automatic updates.
If you like I will perform the updates and see what happens. Most likely it will be fine however I’m not doing anything until you get back to me. You may want some info from the server in case it crashes again.
I am running the app on my desktop and that works ok. For some reason my Android phone won’t look for Roon. It keeps wanting to point at my desktop and down’t give me the option to change servers. I would like to make the phone app work because that’s what I normally use.
Thanks for your support. Please get back to me and I will install the updates.
Hey @Rob_Gander,
You should be good to update!
We’re not able to see your Nucleus on our servers - could you please use the directions found here and send over a set of logs to our File Uploader?
I think what you’ll want to down is stop Roon Server running on any other instance other than your Nucleus. From there, power up Roon mobile under the same local network and see if you’re able to select it. If you see the option ‘select different Roon Server’ give that a try as well.
We’ll be on standby for your reply, thanks! 
Hi Benjamin,
I uploaded the log files. My Android phone finally accepted the network address and works ok now. For some reason my iPad tablet never had a problem and finds it right away. As mentioned when I first got my Roon and tried to update from the app, it lunched itself and was unresponsive. It seems like I might have fixed it by powering on without the ethernet attached and then plugging in the ethernet. Anyhow it works fine now and accepted the most recent update. Thanks for your assistance.
Regards,
Rob
Hi @Rob_Gander,
Thanks for sending in those logs and letting us know that everything is working now! This thread will remain open for a couple of more days in case the issue returns.
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