Roon Nucleus not communicating with network since yesterday (ref#W8MX5K)

Support Nucleus Support
1

Is Roon Server running?

· Yes, Roon Server is turned on and running.

What do you see on your screen?

· "Looking for your 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

The Roon Nucleus will not communicate with network. It was working fine until yesterday.

Describe your network setup

Connected via ethernet, nothing has changed since it stopped working

2

Hello @Ralph_Hunter ,

Thank you for your message. I am looking over your account, and it looks like the Nucleus is currently active and I was able to enable diagnostics mode for it. Are you still having issues with connecting at the present time? It looks like the Nucleus is not able to get a proper IPv4 address, you’ve tried to restart your Nucleus and network without any change? Are you able to temporarily try to disable IPv6 (if enabled) and see if this help?

3

It came on for a bit but wouldn’t play music. Now I can’t access it. I click on the IP address and I get a “failed to load device status” message.

4

Now it lets me into the web interface but won’t play music. Initially a second or two of gobbly gook came out of the speakers then it just kept looking of the track. Also it is defaulting to lossy on the source when I have selected high res recording.

5

Hey @Ralph_Hunter,

Could you share a screenshot of the webUI?

We’re having a tough time connecting to your Nucleus from our servers, could you test out using a different ethernet cable and different ports on the router if possible? Potentially reboot your network if you haven’t yet.

And if possible, reviewing a fresh set of logs from the Nucleus would be helpful, could you please use the directions found here and send over a set of logs to our File Uploader?

Thanks!

6

Here is a screenshot. I unplugged my entire network and replugged it in but no change.

7

I have four folders called Logs and none have any Roon in them

8

Hey @Ralph_Hunter,

Great, thanks for that! Nothing seemingly wrong with your webUI which is great news.

If they’re from your Nucleus, feel free to send them all over and we’ll take a closer look.

At this point, are you able to at least connect to your Nucles from one of your remote devices, like your Macbook?

This is still with a direct ethernet connection from your Nucleus to your router, correct?

As another next step, it may be worth double-checking your mac firewall settings, and ensure Roon is listed as proper exceptions - here’s more info:

Have you run into the same issues using Roon on your mobile device as well?

9

I checked the firewall already, not working on my phone either, still a direct ethernet connection. The Macbook says I’m already connected to Roon through Nucleas so I can’t connect that way.

10

Hey @Ralph_Hunter,

Can you share a screenshot of this? If you’re already connected, are you able to access your Roon Settings?

Send over those Nucleus logs and we’ll investigate further. Thanks! :raised_hands:

11

I can no longer connect to the Nucleus. I wonder if the the network card is bad in the nucleus or the OS is bad.

12

Hey @Ralph_Hunter,

If you can no longer connect to the Nucleus or reach the webUI, the next step here is to connect the device to a monitor via HDMI, while the Nuclues stays hardwired directly to your router. Share a screenshot of what you see when you’ve done this. :+1:

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No signal from either HDMI port to a monitor.

14

Hey @Ralph_Hunter,

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:

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