Nucleus+ stuck on logo animation during login (ref#84D2OU)

[shin_unozawa]

What’s happening?

· I'm having trouble logging in

Where are you having trouble logging in?

· I can't log into the Roon app

How can we help?

· I am experiencing freezes or crashes

Other options

· My Roon software won't start up

Describe the issue

When I log in with Nucleus+, the logo animation appears and then nothing else happens.
It has been 30 minutes and it is still stuck.

Describe your network setup

NETGEAR GC100 with LAN

[vadim]

Hello @shin_unozawa,

I have gone ahead and enabled diagnostics mode for your account and what this action will do is next time your Roon Server is active, a set of logs will automatically be generated and uploaded to our servers for analysis.

For some reason, it is not reaching our servers, even after I tried re-enabling diagnostics on your account. I also ran a quick test, and I was able to submit a similar report from my setup here, so something else is going on.

So we can move forward, I was hoping for now you could use the directions found here and send them to our Logs Uploader Service and let us know after, thanks!

Additionally please:

1. Connect the Nucleus to a monitor or TV via HDMI.
2. Power on the Nucleus and let it boot.
3. Take a photo of what you are seeing on the screen
4. Attach the screenshot to this thread.

[connor]

Hi @shin_unozawa,

We haven’t seen a response here, but our diagnostic servers have shown activity on the affected Nucleus+ since you’ve last posted. Are we correct in assuming that you’ve resolved your issue at this point?

If not, we’ll need the information my colleague requested above in order to offer effective assistance here. Please share a screenshot of the Nucleus Web Administration page in addition to the output from a monitor attached via HDMI.

Without a response, this thread will eventually close due to inactivity. Thank you!