Nucleus Plus not visible on network despite power and Ethernet activity (ref#MXSIA9)

[Mark_Snyderman]

Is Roon Server running?

· No, Roon Server is not running.

For Roon connectivity to work properly, both Roon Server and Roon Remote need to be turned on.

· I can't turn on Roon Server, I need help.

Describe the issue

I’m using a Nucleus Plus as my server. I am no longer able to see the server through any device. I cannot do a soft reboot because my computer can’t find the IP address. The Nucleus Plus is on (the power button lights up), and lights flash at the Ethernet connection, and at the other end of the Ethernet cable at my switch. I have tried multiple hard reboots, switching ports at the switch, and swapping Ethernet cables. No luck.

Describe your network setup

Comcast modem, Eero router, Netgear switch.

[noris]

Hello @Mark_Snyderman ,

Can you please try to connect the Nucleus to a TV or monitor when it is in this state (powered on and Ethernet connected) and see if there’s anything displayed on the screen? If there is, please share a screenshot of what you see listed there, thanks!

[Mark_Snyderman]

Thanks. I connected the Nucleus to a monitor using both the HDMI A and HDMI B outputs, and the monitor says No Input Found in both cases.

[noris]

Hi @Mark_Snyderman ,

Thanks for confirming. It is best to reach out to the RMA team in that case to get a ticket started for you, unfortunalty since there is no HDMI output, it sounds like we’re dealing with a hardware issue. Please complete the below form to get the case started, thank you.

https://account.roon.app/en/contact/nucleus-troubleshooting/

[Mark_Snyderman]

Thanks. For reasons unknown, the Nucleus+ started working again this afternoon. I’ll continue to monitor the situation.

[Mark_Snyderman]

The Nucleus+ continues to stop working, and then eventually start up again, for no apparent reason. I have ordered a Nucleus One.