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?
· "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
· *VPN* installed on RoonServer or Roon Remotes, *Mesh networks*, *Antivirus* *software *installed on RoonServer _or _Roon Remotes
You mentioned a VPN. Have you tried disabling it?
· I tried disabling my VPN/proxy connection and Roon still won't connect
You mentioned a mesh network in your setup. Certain common mesh networks might require slight reconfiguration to support Roon.
· None of the above
You mentioned antivirus software. Please select the specific Antivirus you have from the list below
· None of the above
Describe the issue
I received my nucleus server 10 days ago but waited 3 days to set it up because I wanted to install a 2Tbyte Seagate barracuda SATA drive. When it arrived I installed the drive and followed the setup instructions for the Nucleus and formatting the SATA drive. Everything went perfectly and I was able to transfer my music collection onto the SATA drive. I have the Roon remote on my Windows 11 PC, an IPad 10, and my IPhone 13. I could access the server and play music selections on all three remotes. The Nucleus is connected to my local network ATT router with an ethernet cable and accesses my WiiM Roon ready audio system via AIrplay. Before I received the Nucleus i used a Windows 11 PC as my Roon Server and that worked with no problems. As I said I set up the Roon Nucleus and everything was working wonderfully. Two nights ago my neighborhood lost power after a storm brought down a tree on the power lines. The following morning after power was restored when I went to play some music none of my Roon remotes could find the Roon OS server but could find my old PC Roon server. I have the Roon Nucleus situated next to my WiiM Amp audio system which is powered off the same power strip and which is also connected by an ethernet cable to the same ATT router system. The adjacent WiiM Amp is working perfectly and streams Tidal with no problem using the WiiM app. I checked to see if maybe there was a problem with the ethernet cable to the Nucleus and so switched them over. The WiiM Amp still worked but no luck getting any of the remotes the locate the Roon OS Server. I have unplugged the Nucleus power supply and fired up the Nucleus again to no effect. I have unplugged both the ethernet cable and the power cable and then tried to restart, still no luck. I uninstalled the PC Roon server just in case there was a conflict in the configuration after the power went out, but when I click the "configure Roon OS devises on your network" option the program just hangs up in the searching for Roon OS Server window. I can't think what else to try as nothing else has changed in my local area network function other than that the Nucleus OS Server no longer seems to be functional.
Describe your network setup
I think I have described my network setup in my previous response but in brief. I have an ATT 1 Gbyte router connecter to a 5 port ethernet relay which then connects directly to the Nucleus as well as the adjacent WiiM Amp. My WiFi system operates on a single Deco MESH network and all of my devices on that network share a common login.
It looks like the Nucleus may be dead. There appears to be nothing coming out on the HDMI port. I checked the connections and it is definately plugged into HDMI1 on the TV
I assume that since you “received the Nucleus 10 days ago” that it is still within the warranty period. That being the case, @support will initiate the RMA procedure for you. You can expect to receive a Private Message for the following steps.
Hi Geoff, I certainly hope it still under warranty else Roon would have instituted the shortest possible warranty period known Thanks for trying to help. Do you know if there is still a bit of a backlog in production of the Nucleus One?
Hi, I filled in the RMA request a couple of days ago and received an acknowledgment email almost immediately. However, I have yet to get an RMA approval. Can you tell me roughly how long this process takes? I was hoping to get my Nucleus returned ASAP so that I can get a Roon server working again on my network.
Sorry about that. Apparently your RMA ticket got moved to the wrong category. It’s now in the right category and has been assigned to one of our team members.
I have been trying to get an RMA approval for a Nucleus One that stopped working after 10 days. I have filled in all the necessary paperwork but have been waiting for over a week now for anyone to contact me about this issue.
We completely understand your frustration - I’m sorry you’re going through this experience. I can confirm your case has not been lost, our RMA team is working as fast as possible to work through each case and I’m confident they’ll follow up with you soon.
There isn’t anything else the Technical Support team can do in the meantime, we truly appreciate your continued patience and understanding.
Hey @tigrainnie,
I just wanted to add on to what @benjamin wrote.
We are so thankful for your patience over these days of waiting. We’re truly sorry that you have been waiting this long. While our team doesn’t just yet have a resolution, I wanted to reply here, on the technical support request you created, and let you know we are hard at work in finding a solution. Please, don’t give up on us. We’ll follow up at the soonest opportunity.
Thank you for the follow up message, it is appreciated. I guess I’m just confused as to why a simple RMA is taking so long to process. I have a Roon One server that through no fault of my own is no longer working. It is clearly under warranty since I only had it for 10 days before it stopped working. This should be an easy return and replace process surely.
@tigrainnie, I totally understand your frustration. This has been way too complicated for what should be a simple process. Unfortunately RMAs are processed by a different team not tech support. Since this is the case I have limited ability to expedite this process from my end and limited visibility into what exactly the problem is that is holding this up. I am keeping in touch with the RMA team and will let you know as soon as I get new information. Again please accept my sincere apologies for this frustrating delay.
Is it possible to give me any contact information for a person in the RMA team that I can ask what the hell is going on with my RMA request. I appreciate that you may not be able to give me it but I thought I would ask as I am seriously losing what little patience I have for Roon as a streaming service provider. I am $500 out of pocket and beyond frustrated at this point.
I see our CS team has followed up via email with additional information - I wanted to thank you again for your patience and understanding throughout this process. I realize setting up a temporary Roon Server on your PC isn’t something you’re interested in doing - if you change your mind on this, we’d certainly be here to help guide you through the process more smoothly.
I’ll go ahead and close this technical support thread for now, but feel free to tag me directly @benjamin if you have any other questions along the way. All RMA-related updates will be communicated via the email thread.
Thanks for trying to help. Do you know if there is still a bit of a backlog in production of the Nucleus One?
