· This remains the issue I ha a while back and I have not been able to use my roon since the issue was never resolved for me (refer to Roon Nucleus Server Not Detected on Unifi Network (ref#K1JTM2). Since I changed my network from a regular Xfinity/Comcast modem/router/wifi accesspoint setup to a purely Ubiquity Unifi network utilizing my own Unifi cable modem and UDMSE router I have not been able to have my roon nucleus server show up on my network (cannot see it's IP). I have various VLANs and have tried to connect to the server when my computer (Macbook pro), acting as a remote is connected to the same VLAN as the Roon Nucleus (which is hardwired using an ethernet cable). I tried connecting the roon to computer screen via an HDMI cable to see if an error code would pop up but the screen remains black (no connection seen). Please help me solve this issue so I can get back to listening to my music. Please have a technician call me if possible so we can troubleshoot this issues together more efficiently. Thanks
Tell us about your home network
· I have a Ubiquity Unifi network with a unifi cable modem (UCI) and a UDSE for a router. I have the Roon arc connected to my Unifi pro HD 24 switch
You have mentioned that you don’t see the Nucleus registers in the local network (does not have an IP), and that the HDMI-connected display does not bring any information when connected.
To us it looks like the Nucleus unit is just physically broken and does not start.
You can try to open a new ticket to support and select “I have a hardware problem” in the typeform so you get directed to RMA team.
Or can you please clarify if you have any observations that make you think it’s not physically broken ?
Hi Alex,
There is not reason for the unit to be physically broken. I t was working perfectly well prior to my upgrading my network system. The light on the on switch turn on. It just cannot seem to be recognized on my new network. An earlier discussion I had with your team brought up the possibility that the unit received an IP on my previous network and seems to be stuck with this IP. Is there a way to hard reboot the unit so that it is factor reset? Or ensure the IP it currently has is somehow flashed/deleted so it can be assigned a new IP based on my new network?. I have tried the recommended soft reboots (unpluggin the device or holding down the on switch) in the past with no result.
This is the reason that Support thinks that there is a hardware problem with the Nucleus - if you connect a Nucleus to a monitor or a TV, then the screen will display diagnostic information, including its IP address.
If you have done this, and the screen remains blank, then that does indeed indicate a hardware issue.
@Geoff_Coupe is spot on correct here - if the screen remains blank, we’ll need to review the Nucleus for hardware failure.
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".
We haven’t seen a reply here in a few days, and unless I’m mistaken, our RMA team hasn’t yet received any intake form matching this case or your account.
Keep in mind that if the Nucleus fails to present any diagnostic screen when connected to a monitor via HDMI and powered on, a drive or another component likely requires replacement. Please reach out if you have any difficulty submitting the form shared in the post above.
Please let us know the current status of the unit when you have a chance. Our RMA team is awaiting a response from you but we haven’t seen any activity associated with your account on any channels.
Please keep in mind that this thread will auto-close eventually with no new responses from the OP. We’re eager to help.
We’re reaching out one last time since we haven’t seen a response here.
This thread will soon close automatically due to inactivity. However, you can still proceed with the next step here at any time by simply submitting a request to our RMA team per the link @benjamin shared. To reiterate:
Open the Typeform link below and select ‘Other’ followed by 'This issue is related to a physical component".
