Request for Nucleus Software Update and Recovery Steps After Motherboard Replacement (ref#9P6BRW)

Support
1

What’s happening?

· Something else

How can we help?

· None of the above

Other options

· Other

Describe the issue

I replaced the original motherboard in my Nucleus+ (SN: 54B2039485D4) with another of the same model (NUC7I7DNB).

I was able to go through the recovery steps and would like for support to update it to Nucleus software as it is currently on ROCK software. According to the WebUI, my SN has now changed to 54B2038B83E0.

I would also like to know the next steps after as the Roon Database & Settings state "Not Ready". I was able to do a backup from Roon before the motherboard was replaced.

Please take notice of the Networking portion of the WebUI; I do not believe I have ever seen this appear empty before.

Please advise. Thank you.

Describe your network setup

Router/FW to switch.

2

Try this link:
https://account.roon.app/en/contact/nucleus-troubleshooting

Edit: Looking at your screen shot they may need to update your SN in their system, too?

3

I would think so. The web form will only allow one SN so I did not complete it but thank you.

Does anyone know if it’s possible to obtain the official BIOS for the Nucleus+ Rev B or if Support can do a remote install?

4

Update:

I ended up choosing to Reinstall the OS from the WebUI and everything loaded up properly this time.

I still need someone to update my software to Nucleus+ though and let me know regarding the BIOS.

Thank you.

Screenshot 2024-08-31 at 16-35-09 Roon Labs Roon Optimized Core Kit
Screenshot 2024-08-31 at 16-35-09 Roon Labs Roon Optimized Core Kit3440×1279 126 KB

5

@Grey, if you go to tjhe Support section, you can create a new support request specifically to update a ROCK installation on a Nucleus to the Nucleus software configuration.

6

Hello, Robert. Should I enter the original SN of my unit or the new SN?

7

@Grey I don’t own a Nucleus so not sure, but probably the new S/N as that is the one that will be updated.

8

I would recommend describing the issue and giving both new and old SN “clearly” so they know the history and can make note of it in your account.

9

My OP was auto-posted from the support form submission so I’ll wait until a staff member gets to my ticket. My original explanation should suffice, though.

1 Like
10

Hey @Grey,

Thanks for reaching out! We’ll be in touch via private message with next steps. :+1: