Roon unresponsive and not detected on network (ref#6IKGF4)

[John_Bredeson]

Hi! What’s not quite right with Roon?

· Roon is slow, freezing or won’t start

Roon is slow, freezing or won’t start

· Roon won’t start up at all

Tell us what's going on

· When I tried to use my Roon today, at first it was online, but it was stuck and would not respond. These are the steps I tried thus far (multiple times):

Cold booted Roon and Router. This included disconnecting LAN cable to Roon.

Checked router, Roon not shown as client.

Lights on the Roon by the internet connection are on, one is flashing green and one is solid yellow.

I tried connecting a monitor to the Roon but there is no signal coming out of the HDMI outlets.

Tell us about your home network

· I have high speed cable internet, an Asus RT-AX92U router. The Rood is direct connected to the router via LAN cable.

[alex_h (Alex)]

Hello @John_Bredeson,

Thanks for your patience while we reviewed the diagnostics.

From what we can see, your Nucleus was still online and communicating on the network, but we also noticed that it ran into an authorization issue and logged itself out of the account service. That would line up with the behavior you described where Roon appeared stuck or unavailable.

Please try the following:

1. In a browser on a phone, tablet, or computer connected to the same network, enter your Nucleus IP address directly:

http://192.168.50.45

This should bring up the ROCK / Nucleus web administration page. Please let us know whether that page opens successfully.

2. After that, try reconnecting to your Roon Server again from your Remote(Galaxy phone).

3. If the web page opens but Roon still won’t come back normally, please try reinstalling the OS from the ROCK web interface.

4. Please send us a screenshot of exactly what you see on your mobile device when you try to connect.

5. Also, please sign into your account page here and remove any sessions or active servers that do not belong to this Nucleus:

Your Account

Once you’ve gone through those steps, let us know the results and send the screenshot, and we’ll continue from there.

Thanks.

[John_Bredeson]

I’ve been traveling, just now had a chance to try this. The browser won’t connect, just times out.

What’s the next step?

[benjamin]

Hey @John_Bredeson,

Thanks for the update! This is telling, and points to a break in the overall network connection between your router and Nucleus.

If you access your router settings and review the list of active devices connected to your network, do you see your Nucleus?

If you can, I’d test out using both a different Ethernet cable and a different Ethernet port on your router.

If that doesn’t help, while keeping your Nucleus connected to your router and powered on, see if you can connect the Nucleus to a monitor via HDMI. Share a screenshot of what you find when doing this.

Thank you!

[John_Bredeson]

Hi, no the Roon is not attached to my router. I’ve tried all those connection tips you’ve given and none work. I mentioned this earlier, but when I attach a monitor to the unit, there is no signal to read. Thus I have no screenshot I can send. I think I must be at the point of reinstalling or restoring software.

[vadim]

Hello @John_Bredeson

Thanks for the report, and I’m sorry to hear 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!