NucleusPlus not detected by Roon app and monitor connection fails (ref#IM2V6D)

[Robert_Miller2 (Robert Miller)]

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

· None of the above

Describe the issue

I have been running Roon for over 2 years. Now the app can't find my NucleusPlus. I have moved it from the switch is is usually on and plugged it into the router. This has made no difference. Other items on the switch work normally. No webpage is available and trying to find the server on my Mac doesn't work. I tried plugging into HDMI and using a keyboard to reset the network. Nothing shows on the monitor. I verified the monitor connection by plugging into another device. My wife has tried to connect on her PC and iPhone also. Power and network lights are on and seem to be normal. Network is amber with flashing green.

Describe your network setup

We are using Ubiquiti Dream Machine and Ubiquiti router. Currently plugged into Dream Machine. Normally plugged into Netgear switch connected to router.

[Mike_LC (Mike)]

With the HDMI monitor or TV connected to the Nucleus reboot to see what messages are issued.

[Robert_Miller2 (Robert Miller)]

Monitor is blank with both outputs (revision B). I have verified monitor is working by using HDMI output from my computer. Power light is on and ethernet shows connection and activity but no output of any kind. I connected HDMI in a attempt to reset network settings but can’t even do that.

[Robert_Miller2 (Robert Miller)]

I have a third party power supply but have verified output as 19.18v.

[Robert_Miller2 (Robert Miller)]

I tried HDMI on TV also with the same results. TV could see cord was plugged in but no signal. Used the same cord.

[Mike_LC (Mike)]

With no video display it does sound like a hardware issue with the Nucleus.

Roon support will respond and advise when they reach this point in the queue.

[Robert_Miller2 (Robert Miller)]

Thanks, that was my thought.

[benjamin]

Hey @Robert_Miller2,

Thanks for writing in and for all the troubleshooting steps you’ve done so far. The best next step here is to get in touch with our RMA department directly, as they’re in charge of all hardware-related Nucleus issues. To do so, open the Typeform link below and select ‘Other’ followed by 'This issue is related to a physical component".

Typeform link : Nucleus Troubleshooting

Screenshot for reference:

They’ll help get you sorted out moving forward. Thanks!