Nucleus Titan connectivity issue after Xfinity service modification (ref#CQ8A94)

Support Nucleus Support
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Is Roon Server running?

· Yes, Roon Server is turned on and running.

What do you see on your screen?

· "Waiting for your Roon Server"

What happens if you press the "Select a different Roon Server" button?

· I don't see Roon Server.

Please try to restart your Roon Server by closing the Roon app in the taskbar or rebooting your Roon Server machine.

· No, the issue remains the same

Please try to restart your network setup by unplugging, waiting 30 seconds and then replugging in your networking gear.

· No, the issue remains the same

Please select how you've connected your Roon Server to the internet

· Roon Server is connected by *Ethernet*

Have you checked your firewall settings to ensure that Roon is allowed through?

· Roon still won't connect even after checking this aspect

Have you verified that Roon Server is on the same subnet as your Remotes?

· My Remotes and Server are on the same subnet and I still can't connect

Sometimes the issues can be resolved with a reinstall of your Roon Remote app. Let's try to perform a reinstall and see if it helps.

· I've reinstalled the Roon Remote but it did not help

What is the operating system of your Roon Server host machine?

· *Nucleus*

Select any of the following components that are present in your local network setup

· *Antivirus* *software *installed on RoonServer _or _Roon Remotes

You mentioned antivirus software. Please select the specific Antivirus you have from the list below

· Norton

Click below for next steps with a Norton Antivirus

· I still need help.

Describe the issue

Xfinity modified its service. When we came back up, we could not connect to the Nucleus Titan. Xfinity modem connected to Ubiquity switch connected to Netgear switch connected to Nucleus.

Describe your network setup

See above

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Hi @Craig_Martin ,

Thanks for your message. Looking over your account, it looks like the Nucleus Titan is showing up as online on our end.

Do you happen to know exactly what was modified by them? Did they install new equipment? I wonder if now your Nuclues and Roon Remotes (apps) are on a different subnet than each other. Trying to bypass the switches and connecting to the rotuer is a good idea as well, so please let us know if that helps!

1 Like
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Rebooted everything, multiple times. No change.
Connected directly to the router. No change.
Tried different network cables. No change.
Tried accessing Roon from different device. NC.

I am unable to guess what else to try

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Don’t know what they did (they won’t say) They have “checked” their modem and say everything is fine.

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Hey @Craig_Martin,

Are you able to see the Nucleus from your devices list within your router settings?

As @noris has mentioned, it does look like your Nucleus is able to communicate with our upstream servers, which is a good sign.

Are you able to access the webUI of your Nucleus? Here’s more info on how to do this:

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I am not able to see Roon on any device and it doesn’t show on angry ip.

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Hi @Craig_Martin,
Can you connect the Nucleus to a monitor with an HDMI cord and share a picture of what shows up on the screen? From what you’ve described this may be a hardware issue and the information from the monitor will help to confirm that.

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We finally got to the problem. It was an xfinity change that shouldn’t have been made. Once it was removed, everything went back to working.

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