Roon Nucleus+ - Unable to Connect (Missing from Network)

[Lew_Pine]

Roon Core Machine

2021 Macbook Pro 32gb
Apple M1 Mac mini 16gb
Both Running Ventura 13.13.1a

Networking Gear & Setup Details

Eero / Hardwired via Ethernet to Nucleus Plus

Connected Audio Devices

Number of Tracks in Library

Less than 5,000

Description of Issue

The Nucleus Plus has been running fine without issue for many months. It was perfectly OK this morning and now is completely unreachable - I believe I clicked the button to update the software.
Searches from both machines find nothing. It’s greyed out in the Eero app and not reachable via a direct connect to the last known ip address. I have tried rebooting the Nucleus Plus(both hard & soft reboot), reboot of both machines and restoring the network several times. No luck. The Nucleus Plus shows power in the back and the ethernet connection is lit up with both green and amber lights, yet I can not reach it at all.

I can get the below to come up, but can not connect to the machine.

[Lew_Pine]

@support,

I’ve never before attempted to connect via the HDMI output for video, but have done so now and can not get an image. Based on what I’ve read this is not a good sign.

The unit was purchased in Feb 2022 and is still under warranty. Please advise next steps.

Thank you

[Suedkiez (Just a fellow user like you)]

Moved the thread to #support:nucleus-support support and the support guys will get to you regarding warranty options. If you purchased from Roon directly in the US, they will take care of you. If you purchased outside of US from a dealer, they are your main contact for warranty

[Lew_Pine]

Thanks, it was purchased directly from Roon in the US so hopefully they will respond quickly.

[benjamin]

Hey @Lew_Pine,

Ben here with the support team, thanks for taking the time to write in and I’m sorry to hear you’re running into issues with your Nucleus.

@Lew_Pine

I’ve never before attempted to connect via the HDMI output for video, but have done so now and can not get an image.

To confirm, you gave your Nuclues a hard reboot while connected to your monitor?

With your Nucleus still online, it may be worth trying to access the webUI as well. Here is more info on how to do so:

RoonOS web

Let me know if you’re able to access the above! I’ll be on standby for your reply.

[Lew_Pine]

Hi,

Thanks for the reply. Yes, I’ve attempted several hard reboots and do not get anything via the HDMI output to display. I’ve also attempted to connect via the Web UI but it can not locate the unit. Please advise next steps.

Thanks.

[benjamin]

Hey @Lew_Pine,

Got it! Thanks for the update. I will follow up via a private message with next steps. Please keep an eye out for a message from me!

Thanks!