NucleusPlus non-responsive (network / HDMI) after recent update

Support
1

Roon Core Machine

NucleusPlus RevB

Networking Gear & Setup Details

Hardwired to Asus RT-AX88U via Cisco Catalyst 2960C

Connected Audio Devices

Remote on Win 11 PC
Wired or Wifi connection with devialet phantom, Muso QB2

Number of Tracks in Library

est 10k tracks

Description of Issue

after coming home from a business trip i accepted the update that went out sometime in the last 48 hours. following the update the nucleus no longer connects to my network (as checked via my router status page). I tried hard booting both the nucleus plus and the router to no avail. I connected a monitor to both HDMI ports on the nucleusPlus and it is not receiving any video signal. green light by the ethernet port on nucleus steady blinking; orange light is solid. have rebooted both nucleus and router multiple times.

It had been assigned an IP manually. there is no other device on its IP (i.e. doens’t look like an address conflict)

4

Hey @harmonic,

Following up on your issue, I see your Remote devices have successfully updated to build 1303, but your Nucleus hasn’t been able to update properly. As a next step, can you please test out:

  1. Power off the Nucleus, unplug all cables for a minute, connect and power the unit back on, try to reinstall OS via webUI.
  2. Please power cycle your router and check DNS settings on both your router as well as the webUI on your Nucleus (if you can access it.)
  3. Check internet connectivity - is everything else functioning properly?

I’ll be on standby for your reply. :pray:

5

hi @benjamin
I did all of those steps before, but per your instructions I did them again (disconnected all cables from NucleusPlus for 15min, reconnected and powered on. hard rebooted (via disconnecting power) the router).

DNS settings on router going to google 8.8.8.8
I cannot check the webUI on the nucleusPlus as it does not show up as a device connected to the router, hence it has no internal IP. unsurprisingly, \\NucleusPlus does not show up via SMB. Also, no signal via HDMI

From what i can tell every other device both hardwired and wifi to the router is connected to the LAN and can access the internet, including other devices connected to the same switch. To anticipate, I just now reattempted hardwiring the nucleusPlus directly to the router, it still does not show up on the LAN.

And yes, the power icon on the power button is lit up, so the unit is powered on

Please advise.

6

Hey @harmonic,

Thanks for giving that a try. We’ll likely need to get an RMA started for you as a next step. I’ll follow up via private message with next steps. :+1:

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