SSD Not Recognized: Samsung 870 EVO 2TB (ref#OC64Y1)

[Ivo_Beckers]

What’s happening?

· Other

How can we help?

· I'm having trouble with my Nucleus hardware

Other options

· Other

Describe the issue

SSD is not recognized: Samsung 870 EVO 2TB

Describe your network setup

High speed fiber

[Ivo_Beckers]

Brand new Nucleus One. Cable was completely kinked.

[Suedkiez (Just a fellow user like you)]

Not the first time a Nucleus came with a broken cable. You can either buy a new SATA cable yourself or start an RMA.

Request for Replacement Cable for Internal Drive (ref#1PIJLY)

Hello @nbrown1001 , If you’d like to request a cable replacement, you can do so by contacting our RMA team via the following form here: https://account.roon.app/en/contact/nucleus-troubleshooting/ Also to note, we have a hard drive install guide for Nucleus One available here: Hope this helps!

[Ivo_Beckers]

Yeah, followed the instructions that are pretty straightforward. And the cable only fits in one way. Not sure if the cable is the real issue, but the kink is completely unnecessary.

[John_Klimaszewski]

I believe the “kink” you are referring to is the way the cable is designed to make a 90 deg turn. I’ve had two Nucleus boxes as well as building a few computers with SATA and all have this bend when a turn is necessary. But I am by no means an expert.

[benjamin]

Hi @Ivo_Beckers,

Thanks for writing in, and sorry to hear about your Nucleus issues.

@Ivo_Beckers

Brand new Nucleus One. Cable was completely kinked.

Thank you for sharing the screenshot of your internal components! We were able to connect and request a diagnostic report from your Nucleus, and so far, we’re not seeing any hardware-related errors. Let’s continue troubleshooting together to get to the bottom of this.

Can you please access the webUI of your Nucleus and share a screenshot? Here’s more info on how to do this:

RoonOS webUI

Another easy way to test for hardware-related issues is to plug your Nucleus into both your router via ethernet, as well as into a monitor via HDMI - feel free to share a screenshot of that as well.

We’ll be on standby for your reply, thank you!

[Ivo_Beckers]

Please find attached the WebUI screenshot.

So far, my experience with the Nucleus One has been far from plug and play. My original Roon music library is stored on an external SSD, which has been working flawlessly for years when connected to a Windows Surface tablet running Roon Server. However, when I connect this external SSD to the Nucleus One via USB, it isn’t recognized.

To troubleshoot, I purchased an internal SSD, but the Nucleus One doesn’t recognize it either. I’m unsure what steps to take next to add storage directly to the device. Any guidance would be greatly appreciated.

Looking forward to your advice.

[benjamin]

Hi @Ivo_Beckers,

Here is a help article on how to install the internal SSD properly - please ensure you’ve followed these steps precisely:

How to Install a Hard Drive in Nucleus One

Thank you

[Ivo_Beckers]

I’ve now gone through the installation process for the third time, but unfortunately, the SSD still isn’t recognized. I’ve double-checked the connections, but nothing seems to work.

At this point, I’m unsure what else to try. Do you have any further troubleshooting steps or recommendations?

[benjamin]

Hey @Ivo_Beckers,

Thanks for the follow-up! We were reviewing a fresh diagnostic report from your Nucleus, and saw that the SSD was properly recognized, and queueing music properly -

Info: [Broker:Misc] [broker/locations/directorystoragelocation] initializing FileBrowser.Entry: SSD2TB, Samsung SSD 870 EVO 2TB : /music, drive availability is: True

Are you still having issues, or were you able to get things sorted out?

[Ivo_Beckers]

I bought a USB cable to properly format the internal SSD via a PC, and after that, it was recognized through the Nucleus One USB port. So, the SSD works as an external drive.

However, after moving it back inside the Nucleus One, the issue returned; it still fails to be recognized. So, the ideal internal setup is still not working.

Additionally, after multiple internal attempts, the internal SSD cable broke. It seems to be designed for one-time use when everything works flawlessly.

Looking forward to any insights or potential fixes with the SSD working inside. Thanks!

[noris]

Hello @Ivo_Beckers ,

Thanks for giving the adapter a try. This does indeed confirm that there is something going on with the SATA cable/connection. We’ll get your case sent over to our RMA team for their input, you should hear back via email regarding next steps, thanks!