Roon not appearing on network (ref#GIEFNU)

Support Nucleus Support
1

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?

· *Windows*

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

· None of the above

Describe the issue

The roon dose not show up on the network anymore

Describe your network setup

The Roon is plugged into the router when I do a network scan with only the router roon and laptop it dose not show

2

@Oren_Hopkins what type of computer and its OS are you using for your Roon Server?

1 Like
3

Dell XPS 8930 9th generation Intel Core i5
Windows 10
It connects to an external NAS with about 60,000 tracks

4

Is your network set to Private in Windows Settings → Network and Internet?

5

I don’t think so, I haven’t made any changes and my Roon dealer looked at it today and said Roon is not being recognized on the network. He connected directly to the Roon unit, with an Ethernet cable to his laptop, and it
showed nothing…to him the unit is dead. This is the third Roon unit I’ve had. The first went bad & was replaced under warrant. The replacement went bad & I had to pay to get it replaced…Rev B.
It’s been frustrating, as I love the platform!

He sent this message to you today, from my account, but I’m not sure if he copied his address at Argenta?

I hope that helps, I need my Roon back!

7

@Oren_Hopkins we will need Roon to respond when they return to the office.

8

Hi this suggests that you have a Roon Nucleus, which contradicts your first statement that the Roon Server is running on Windows machine.

I suspect you ment that Roon [Remote] application is running on Windows.

Could you clarify what the case is please?

If you do have a Roon Nucleus, there are some troubleshooting steps to try:

  1. Check that RJ45 link LED is on and that the link activity LED is flashing.
  2. Point a web browser at the device to see if the Rood web administration page is showing.
  3. Connect a HDMI screen to the Nucleus to see what the console display is showing (if anything).
1 Like
9

Yes, the Roon Nucleus+ Rev B is in my audio rack and connected directly to the Dell computer that is running the Roon remote software. That software is pointed to my NAS and connected to various streaming platforms (Tidal, Blusoubd, PS Audio DAC, etc.

1)Yes, the LED light is on and the activity link is blinking (green & yellow). I’ve disconnected and reconnected it several times. The power& activity lights always come on
2) not sure how to do this, but my dealer tried all of the these steps
3) my dealer did this…connected my Roon unit directly to his Apple laptop and nothing showed up.

10

I did point the web browser at at the device to see if the Rood web administration page is showing. And nothing happened…'Site couldn’t be reached!

11

My dealer/programmer for my system said this when I asked him about your email, as I thought:

Yes, I saw email, just say we plugged the HDMI in and nothing came up. The fact is it is not coming up on the network

12

Hi @Oren_Hopkins ,

If there is nothing showing up via HDMI when powering the unit on, then there is likely a motherboard issue. Please use the below Typeform to get in touch with our RMA team:

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

15

I sent in a request, per support, to get an RMA number for ref# GIEFNU.

My unit is dead and I’d like to get it in the mail so I can get it fixed/replaced and get my music back.

I waited for the holidays to be over and in the mean time, they closed my case out.

Should I expect someone to contact me soon?
Thank you!

16

Did you do this?

18

Yes. Support had contacted me and said they would be sending me a RMA so I could send it to them. So I’m waiting for the RMA, as the unit is back in its box and awaiting shipping instructions. In the mean time, I’m stuck with Sirius, Tidal, etc. Just want to get the process going…