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?
· *MacOS*
Select any of the following components that are present in your local network setup
· None of the above
Describe the issue
I have a new Roon Nucleus One (bought it when it first came one this year) that was working great until a few days ago. It would play a song and just never loaded another song when forwarded to a new one. I have rebooted, re-install the server software to no avail, just will not connect to the internet. I have tested the connection to make sure the throughput was good ( Tested at 900MB speed). Connected it to my main Ubiquiti switch, still no connection. Tested all my streamers directly on all the switches and connection, everything works fine but the Nucleus One. I am beginning to think there is a network failure inside of the Nucleus, an interface card etc. I would think the unit is still under warranty. Has anyone ever used a warranty claim with Roon before? What is the process? Thanks
Describe your network setup
I have use a Ubiquiti network for years, all clients run fine on my network. I have used Roon Nucleus for years with no problems, until the new Nucleus One
If you plug a monitor into the Nucleus One with it turned on and plugged into the network, it should display information on the screen. If you post a pic of that screen it might be helpful for support.
Thank you for your post. We’ve activated diagnostics for your account and noticed the Nucleus One is online and reaching our servers - is it correct that you’re now able to access the internet on this machine?
If you’re still having difficulties, please share a screenshot of the Nucleus Web Administration Page.
Finally got the server connected but now it just waits and waits to play a song. Have rebooted, Did the Roon_old and reloaded the app etc etc. Nothing seems to work, it sometimes will play a few songs then stop.
Does this happen no matter the output you attempt to play to? What happens if you attempt to play music from the system output of your mobile device?
We’re seeing frequent errors in relation to Tidal and Qobuz - can you confirm there is no other network gear or firewalls / antivirus software active between your Nucleus and upstream connection?
If you temporarily disable Tidal and Qobuz, do your issues persist?
1.) Yes it happens no matter the output, from my mac mini, iPad pro, iPhone. Using my iPhone the same thing occurs, no connection, no songs playing.
2.) There are no upstream devices between the Nucleus and my internet connection, no software of anti virus. There are no firewalls as well. There seems to be an issue with the Nucleus connecting to Tidal and Qobuz, even tried Live Radio and it was still the same.
3.) I temporarily disabled both Tidal and Qobuz and the issues still persisted.
I also did a clean install of Roon, reloaded Roon, it worked for a dozen songs and then lost connection. I have tried different patch cables, etc. rebooted the Nucleus etc.
I am running a new m2 mac mini running macOS Sequoia, iPad Air running iPadOS 18 and iPhone 16 Pro Max running iOS 18. All using Roon app.
Could there be an issue with running the Mac OS18’s on these devices and Roon? If memory serves me right this issue seemed to pop up around nd the time I upgraded my devices, just a thought. At this time I can’t connect at all to Qobuz or Tidal.
Hi @Michael_Lopez,
That is a possibility. Could you please connect your Nucleus to a monitor with an HDMI cable and share a picture of what shows up on the screen? That will help us determine whether this is a hardware issue.
Hi @Michael_Lopez,
Thanks for sharing that screenshot with us. We can see from it that the Nucleus has successfully connected to you router and been assigned an IP address. Since there are no obvious issues here we will make a ticket for this and bring it to our developers to look at. We will let you know when we know more.
In the meantime we found this trace in a number of places in your logs.
[1647] 10/04 17:18:47 Warn: [qobuz] [http] error result from http request: {"status":"error","code":401,"message":"Current authenticated user is not authorized to perform this request"}
Can you try logging in and out of Qobuz and seeing if this helps at all?
Thanks for the response back. I did another clean install and the Nucleus seem to have connected last night. I played music all day today with the issue being a lag from song to song, or if I put my streamer on hold and then back came it would take a minute to start playing again. I have gotten numerous “Waiting on Roon Server” at random times. There is definitely something going on with Qobuz and the Nucleus. Several times I logged out and back in just to ensure there were no issues. Qobuz always didn’t response and I would have to close the Roon app and then try again. Most of the lag from song to song are mostly songs from Qobuz. Hopefully your developers can shed some light. At least I can listen to Roon, just not the way it was before.
The issue as of now seems network-related, not hardware-related. Because of this, we’ll want to further test and investigate your current network setup. The error code “401” means that the server could not verify your identity making the request. There’s either a failure to authenticate properly or does not have the necessary permissions.
To confirm, you don’t have any issues streaming from Qobuz directly, using the app or web player, do you?
It may be worth reviewing the webUI of the Nucleus again, and consider setting a different DNS address, we have seen users have a better experience in the past if they change their Router’s DNS servers from the ISP provided ones to Cloudflare DNS, Quad9 or Google DNS. Can you please give this a try and let me know if it helps?
Yes I have streamed Qobuz directly through my streamer (Eversolo A6 and a Lumin U2 Mini) and it works just fine, as well directly from the app and from my Sonos app. You read my mind cause I switched to the Cloudflare DNS. The web UI shows the old DNS server and not Cloudflare, any recommendations on why that didnt change when I did the clean install, I switched DNS prior to the clean install.
I guess I’m confused with your suggestion. Are you say Roon prefers only Google DNS based on Lumin’s suggestion? I’m running a Eversolo and have switched back to the Lumin currently in my system. I can’t see that changing DNS resolves my issue. I changed it to Google DNS and it was running fine for a day or so then the lag between songs using Qobuz appeared again, then “Waiting On Roon Server” occurred where it the Nucleus reconnects and then takes 4-5 minutes to boot back up. Just wish I knew what is causing this issue. Hope this helps.
