Roon Nucleus dropped from network, not found despite device lights indicating normal operation (ref#KPLPK7)

Support Nucleus Support
1

Is Roon Server running?

· No, Roon Server is not running.

For Roon connectivity to work properly, both Roon Server and Roon Remote need to be turned on.

· Roon Server is on, but I'm still having trouble connecting.

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

Roon nucleus user. Working without issue since purchase. Dropped from network and can not be found since. I’ve done all of the rebooting of nucleus, router and remote apps without luck. Nothing has changed in the physical setup of the nucleus or router. Everything else is working as usual on network. Device lights indicate all is well, but can not find it on network, in router device list.

Describe your network setup

TCPlink Archer-ax1100 Ethernet cable to nucleus

2

I would suggest plugging in a monitor and keyboard and see what the pc is displaying.

Perhaps post a screenshot.

3

Thanks Rugby, I’ll take a look tomorrow and circle back.

4

Hi @Vince_McCarrie,
Did you have a chance to try what @Rugby suggested? That information will determine how we proceed with troubleshooting.

1 Like
5

Hi Daniel, Yes. Just connected monitor. No signal from Nucleus. I reboot nucleus with monitor connected, no signal. Disconnected Ethernet, reboot, no signal. I’ve tried both HDMI ports, nothing from either.

Anything I’m missing?

6

No signal from the HDMI ports. Reboot multiple times without any signal. Any thoughts?

7

It sounds like there might be a hardware issue. Is the unit still under warranty? Official Roon Support will reply with next steps.

9

@daniel & @Rugby Placed the order May 2, 2022. Hopefully I’m still in the warranty window.

10

Hey @Vince_McCarrie,

Thanks for the report, and I’m sorry to hear you’ve hit some hardware issues with your Nucleus. 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:

Screenshot 2024-08-30 at 10.55.51
Screenshot 2024-08-30 at 10.55.51836×394 32.6 KB

They’ll help get you sorted out moving forward. Thanks! :+1: