Roon crashes during file transfer and doesn't connect (ref#V7NYDQ)

[Judith_Theodori]

Select your Nucleus model from the list below

· Nucleus One

I'm having trouble with my Nucleus hardware

· Other

Select the option that fits best

· The Nucleus boots up and I can connect to it in the Roon app without issue, but I have a question about configuration/storage/attached devices

Describe the issue

Path not connecting and error messages and online help not solving issues. Manual transfer of files crashes and then Roon doesn’t connect. I have written to technical support three times now. Rebekah should have forwarded my request and not asked me to submit yet ANOTHER ticket. I don’t want my details publicly accessible I don’t want to crowd source my issues. Please send me a return authorisation. Spent over 6 hours on this already and not getting value.

[noris]

Hello @Judith_Theodori ,

Welcome to the forum and thanks for reaching out here so that our support team can assist. I’ve gone ahead and enabled diagnostics for your Nucleus, and what this action does is upload a lot set next time the unit is online.

Once the logs come in, we can review to see what exactly is happening, as it sounds like the specific file may be causing an issue.

Does the same behavior happen when using drag-and-drop for the media file(s)? Let us know once the unit is online and we can check our diagnostic server, thanks!