Nucleus+ System Status

Support
1

Around 5 days ago, we suffered a power outage at home. The mains electricity was off for around an hour. Now when I look at the Nucleus web page, the system status show the OS and Software as running for 17 days, yet the Roon server software shows as running for 5 days, ie since the power outage. Is this a bug in the Roon OS software, as it appears to have not reset the counter since the power outage for the OS and software?

2

Hi @Evo1668 ---- Thank you for the report and sharing this observation you have made with us. The feedback is very appreciated!

In order for us to get a grasp on what may have happened here, I am going to be enabling diagnostics on your account. What this action will do is the next time Nucleus is active a diagnostics report containing a set of your Roon logs will automatically be generated/uploaded to our servers. Once the report comes in I will touch base so you know we have it.

Thanks!
-Eric

4

Hi @Evo1668 ---- Just wanted to touch base with you because I checked our servers this morning and it looks like the mentioned diagnostics report has not been received :thinking: I have seen this occur in the past typically when the core is offline OR if there are more than one core active at the same time.

I am going to re-enable this feature and monitor our servers. I will be sure to let you know if it comes in.

Thanks!
-Eric

5

Hi Eric
I have only one core running, which is on the Nucleus+ I have been listening to some music this evening…so you should have some output

6

Hi @Evo1668 ---- I just checked our servers again and the report still hasn’t arrived. In light of this I tested our diagnostics feature in house with my core and account to see if I had any problems reaching Roon’s servers. The upload completed as expected.

In the interest of not wasting any time here, may I kindly ask you to please use the instructions found here to send us over a set of your Roon logs from the Nucleus+.

Thanks!
-Eric

7

eric I have uploaded the logs to dropbox and sent you a PM

8

Hi @Evo1668 ---- Thanks for the follow up and providing the requested materials!

Confirming that I have downloaded the provide logs and attached them to your ticket for review by our tech team. Once the team has finished their analysis I will be sure to share their thoughts/findings with you asap. Your patience during this process is appreciated!

Thanks!
-Eric

9

Closed due to inactivity. If you are still seeing this issue, please open a new support thread.