Roon won't connect to network

Support Nucleus Support
1

Roon Core Machine

Roon Nucleus
Serial: 54B2038BAC8A

Networking Gear & Setup Details

Snap AV Router & Switches

Connected Audio Devices

NAD T758 & HDMI Output to McIntosh

Number of Tracks in Library

Description of Issue

Roon Nucleus will not show up on network

Would appreciate being able to talk to someone on the phone. This is time sensitive.

2

Roon doesn’t offer phone support.

Three things you could try -

  1. Go to a browser and enter http://nucleus.local or http://nucluesplus.local, depending. Screen print the resulting screen.
  2. Log in to your router software and see if the Nucleus shows in the list of connected devices.
  3. Attach a monitor at Nucleus boot time and see if there is a display. If there is a display, enter the displayed IP address into a browser. Screen print the resulting screen.

What you find will determine the next steps.

3

We are an AV integrator in NYC. We are responsible for the network and are training in networks, the unit will not show up on the network. We run a network scan and it does not show up. The link light is blinking green, but the amber light is not lighting up.

4

Can you attach a monitor and boot the Nucleus?

If you’re a Roon dealer, don’t you have a phone number? This forum is the only support for customers.

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5

We do not have a phone number, really wishing we did… options for support are awful…

We attached a monitor and it was blank screen.

6

It came back up momentarily and went back down again.

7

The symptoms are sounding like the m.2 SSD in the Nucleus is failing/has failed.

Two questions for your client:

  • Is the Nucleus within the 2 year warranty period?
  • Was the Nucleus purchased from a Roon dealer or directly from Roon Labs?

The answers will help determine the next steps. Thanks.

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9

My boss believes we are a dealer, but we have no contact information for anyone… what would be the process to replaced the unit. It was purchased 29th Mar 2022

10

Very odd - if you’re a dealer then you should certainly have contacts with Roon Labs.

Paging @support for you - they will probably be in touch with you via the Private Message function of the forum. Hang tight.

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11

Much appreciated, thanks

1 Like
12

Hi @Toby_Knobel,

I will send you a private message here momentarily and will close the thread.

Thanks,
Wes

1 Like
14

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