· Nucleus One
· Other
· The Nucleus boots up and I can connect to it in the Roon app without issue, but I have a question about configuration/storage/attached devices
Since I tried to install the new roon Software Version the Roon Server Software doesn‘t run anymore, trying to restarting it or rebooting the nucleus doesn’t help either.
Hello @bonta.jonas
Our diagnostics show your Nucleus One has not checked in with us for around a day, and no Roon Server version is being reported at all, which matches what you are seeing. The operating system itself is running fine and both your database volume and your internal music drive are reporting healthy, so this is specifically Roon Server failing to start rather than a wider hardware problem.
Three things would help us, and the first one usually tells us the most.
1. Connect a display to the Nucleus One. Please attach a monitor or TV to its HDMI port, then power the unit off and back on. The Nucleus shows status information on screen as it starts, including any errors. Please tell us what appears, or send a photo of the screen.
2. Send us the logs. Since the operating system is running, the file share is still available even though Roon Server is not. On a Windows PC, open File Explorer and enter \NUCLEUSONE\Data in the address bar. On a Mac, open Finder, press Command and K, and enter smb://NUCLEUSONE/Data. If you are asked for a login, use Guest for both the username and the password. Inside, open the RoonServer folder, then Logs, and upload the whole Logs folder to our uploader:
https://workdrive.zohoexternal.com/collection/nocvrfc5b2ddab55140af8640f1d7ce13291e/external
3. Test whether the disk can be written to. While you are connected to that share, please try copying any small file, a text document or a photo will do, into the Internal Storage folder. Then check that it appears and can be opened. If the copy fails, or the file vanishes, that tells us the storage has become read-only, which would explain why Roon Server cannot start. Please let us know either way, since a successful copy is just as useful an answer as a failed one.
Please reply here once the logs are uploaded and we will look at them.
Hello @bonta.jonas
Thank you for the screenshot, it tells us where we are.
Your operating system reports OK, your database reports OK with plenty of space, and your internal music storage reports OK with 946 GB free. Your music and your library are intact.
Here is what has been happening. Since 7 August your Nucleus has downloaded the Roon update and begun installing it at least eight times, and each attempt has failed silently. It never reported an error to you and it never completed, so you stayed on the older version each time. One of those attempts has now left the Roon Server application unable to start at all, which is the error you are seeing.
The fix is on that same page. Please press Reinstall, the button next to Operating System. That downloads the current version from us and installs it directly, rather than going through the update mechanism that has been failing. It does not touch your database, your settings or your music. Let it run to the end. It takes a few minutes and may reboot on its own.
Two buttons to avoid on that page. Please do not press Reset next to Roon Database & Settings, and do not press Format next to Internal Music Storage. Both destroy data, neither is needed, and they sit right beside the one you want.
Once it is back, please tell us what the page shows next to Roon Server Software and whether your remotes connect.
Ok I clicked on the reinstall button, then it loads and then it goes back to the nucleus page. The room server still doesn’t work though and my controllers don’t connect. Not even rebooting the nucleus afterwards helps.
Hey @bonta.jonas,
Thanks for the reply! To confirm, on the Nucleus webUI page, Roon Server still refuses to start?
Is there any specific error message when you attempt to start it?
If Roon Server cannot start, it makes sense your remotes wouldn’t be able to connect.
Do you have any saved backups? If so, let’s see if temporarily renaming your Roon Server database folder allows it to start. Please follow the below steps IF you have a saved backup.
Don’t touch the RoonServer_Old folder, hold onto it for now. Let me know if you’re able to boot up and connect in the above scenario. Thank you!
I did change the folder name as you said but it still doesn’t work and doesn’t connect to the server even after rebooting.
Hello @bonta.jonas
It looks like 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:
They’ll help get you sorted out moving forward. Thanks! 
