Unable to connect to Nucleus (ref#9EO614)

[James_Wright1 (James Wright)]

Is Roon Server running?

· Yes, Roon Server is turned on and running.

What do you see on your screen?

· "Waiting for your Roon Server"

What happens if you press the "Select a different Roon Server" button?

· I don't see Roon Server.

Please try to restart your Roon Server by closing the Roon app in the taskbar or rebooting your Roon Server machine.

· No, the issue remains the same

Please try to restart your network setup by unplugging, waiting 30 seconds and then replugging in your networking gear.

· No, the issue remains the same

Please select how you've connected your Roon Server to the internet

· Roon Server is connected by *Ethernet*

Have you checked your firewall settings to ensure that Roon is allowed through?

· Roon still won't connect even after checking this aspect

Have you verified that Roon Server is on the same subnet as your Remotes?

· My Remotes and Server are on the same subnet and I still can't connect

Sometimes the issues can be resolved with a reinstall of your Roon Remote app. Let's try to perform a reinstall and see if it helps.

· I've reinstalled the Roon Remote but it did not help

What is the operating system of your Roon Server host machine?

· *Nucleus*

Select any of the following components that are present in your local network setup

· None of the above

Describe the issue

Can’t connect to Nucleus

Describe your network setup

Xfinity router XFSETUP-883D

[noris]

Hello @James_Wright1 ,

Thanks for reaching out! I am looking over your account, but it doesn’t look like your Nucleus has been seen for several days. Are you still able to access the Web UI? Do you have any Backups of your Roon database? If you are able to access the WebUI and have backups, I would suggest trying a database reset to see if this helps restore connectivity (note on Roon remotes, you will need to select a different Server after the reset).

[James_Wright1 (James Wright)]

I’m on my Mac Mini in the Roon app and in Setup I see “find roon OS” instead of “configure roon OS devices”

[James_Wright1 (James Wright)]

[James_Wright1 (James Wright)]

[James_Wright1 (James Wright)]

The database reset did nothing

[noris]

Hi @,

If you try to press the “Start” button on the WebUI, does that allow RoonServer to start properly and are you able to connect the Nucleus afterwards?

[James_Wright1 (James Wright)]

Tried that…no.

[daniel]

Hi @James_Wright1,
I think the next step here is to take a look at your Nucleus logs. Can you please use the directions found here and send over a set of logs to our File Uploader? Please let us know what you named them after uploading.

[James_Wright1 (James Wright)]

This will challenge my computer acumen. Am I to do what you’ve suggested on my Mac Mini that I’ve only recently opened a Roon app on since this issue arose? Everything has always been just my iPhone and iPad remote linked to my Nucleus.

[James_Wright1 (James Wright)]

Sorry but there’s no way I’m able to do that. If that’s the case you should only be selling your product to computer programmers. I shouldn’t be required to have the expertise required in your instructions to get the Nucleus, they no fault of my own, working properly.

Now let me explain what I currently have before me. I’ve downloaded the Roon app to my Mac Mini thats on the same network as the Nucleus. When I open the Roon app on my iPhone or iPad it connects to the Roon server on my Mac Mini

But I don’t want Roon to run thru my noisy Mac, that’s the whole point of purchasing the Nuclues…it’s quiet
So please help me resolve this issue…I’ve spent more time already than I care to on this and again, I’m not computer literate enough to gather the logs and zip it off to you unless someone walks me thru it step wise. Thank you

[James_Wright1 (James Wright)]

Success! Ended up rebooting the Nucleus and resetting software and database…seemed to do the trick.However, My iPad connects as a remote but not my iPhone. Suggestions?

Thanks.

[benjamin]

Hey @James_Wright1,

Nice work! I’m glad to hear you’ve been able to connect most of your devices.

If you click ‘need help finding your Roon Server’ are you able to select your Nucleus?

If you delete and reinstall Roon on your iPhone, are you able to connect?

We’ll be on standby for your reply!

[James_Wright1 (James Wright)]

When I tap “need help finding Roon server” and enter the Nucleus IP address it just goes blank. Reinstalling the Roon remote app doesn’t help either.

[noris]

Hi @James_Wright1 ,

Can you please navigate on your iPhone to iOS settings → Roon app → Local Network Access and ensure it is set to On? Let us know if this helps!

[James_Wright1 (James Wright)]

That did the trick! Thank you.