Nucleus performance issues with random lags and responsiveness (ref#1XR4YF)

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

Nucleus is hardwired to an Eero Pro 6e, where it gets its broadband from an EE Smart Hub Plus. Fibre 900 package. All seems to work fine with the router/mesh.

Brand new, I upgraded the Nucleus from v 2 to the latest firmware. Installation struggled, but eventually finished. 5 days later, Nucleus had to be hard reset because it became unresponsive. A week or so after, I reinstalled the Roon OS because of another crash.

The issue: using Roon on any device, options chosen (Home, Albums, play an album, fast forward) can work, or take minutes to start working. Totally random behaviour, happens anywhere. Makes the Roon practically unusable.

First I suspected my router/mesh combo. Have been attempting to troubleshoot them, but to no avail. Last night, decided to see what would happen if I rebooted the Nucleus on the web interface. Seemed to work okay, so am seeing how long it will take for the lags to return. At this stage, not sure if the installation on the Nucleus is sound. Haven't been playing music for some months, but thought I'd better check this all out with you guys.

2

Hello @William_Arrowsmith

Thank you for reaching Roon support.

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.

3

Hi Vadim

I was so frustrated over the weekend with this issue that I took the nuclear (!) option and reset the Roon database and settings. (I recently read on the Roon site that this is like a factory reset). So far no more lags as far as I can see. Of course if they come back, I’d like to do the diagnostics as you outline. Is that okay? I guess I’d need to open a new ticket for that. Let’s hope it’s sorted.

Thanks for the reply. William